Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.
The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.
Find out more about NELFT careers and what makes our Trust a great place to work, in this video
Job overview
In collaboration with our partners and service users across Barking & Dagenham, Havering Redbridge and Waltham Forest, NELFT has launched our Mental Health Transformation Programme and aim to radically transform our whole model of Mental Health care and support. Our intention is not just to redesign care pathways but to develop a new ethos and culture that helps transform how we work together with partners as ‘one team’ sharing care.
Our aims include a greater focus on prevention and wellbeing and delivering more integrated and personalised care closer to home. By working with Primary Care Networks (PCN) and local partners in each borough, NELFT propose to support plans by using a “neighbourhood” model of care to develop multi-agency, integrated and place-based care to support people with serious mental health needs to receive their care closer to home.
In Barking and Dagenham, as we work towards the neighbourhood model of ‘place-based care’, we have just merged our Access and Brief Intervention Team and our Community Recovery Team into three, locality-based Mental Health & Wellness Teams (MH&WTs), aligned to PCNs. Our aim is to improve the journey of our service users through secondary mental health services with continuity of care and no ‘hand-offs’ from one service to another.
Main duties of the job
Come and be part of one of our newly launched, integrated Mental Health & Wellness teams in Barking and Dagenham. Our vision is for this new investment to help start a new era in our Mental Healthcare provision at NELFT, making us among the most holistic, relational and person-centred services in the country.
Our aims include a greater focus on prevention and wellbeing and delivering more integrated and personalised care closer to home. By working with Primary Care Networks (PCN) and local partners in each borough, NELFT propose to support plans by using a “Neighbourhood Team” model of care to develop multi-agency, integrated and place-based care to support people with serious mental health needs to receive their care closer to home.
In alignment with the Community Mental Health Framework for Adults, we intend for our teams to be trauma informed and person-centred, putting relationships back into the heart of care; all team members will receive training in new ways of working including Open Dialogue and trauma informed approaches to care.
Your responsibilities will include dealing with patient queries on the telephone, booking appointments.
The applicant will be preferably a RIO user
Knowledge of Microsoft office packages
Working for our organisation
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focusing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
High Cost Area Supplement - London
This post attracts payment for High Cost Area Supplement of 15% of the basic salary (minimum payment of £4,551 and a maximum payment of £5,735 per annum pro rata).
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Detailed job description and main responsibilities
Communicate effectively with a range of people, either in person or on the telephone, promptly and in a professional and courteous manner whilst recognising barriers to communication. Ensure that complex calls from anxious and distressed clients are passed to appropriate person to deal with (dealt with) effectively and appropriately, or escalated to senior staff member if appropriate Respond to enquiries, and take appropriate action on behalf of the service, either by telephone, personal contact or correspondence, within agreed time limits. Manage and maintain an efficient administrative system on behalf of others. Draft general correspondence on behalf of own service. Accurately produce reports, correspondence and documents from a variety of sources. Work without supervision and ensure urgent situations are addressed swiftly. Ensure workload is managed and prioritised appropriately. Establish and maintain electronic and manual filing systems. Arrange and take minutes or notes at meetings that are intended for internal review only. Input generic data into organisational systems or in-house records. Printing of simple reports – ie training records or basic clinical info Cover other teams/services, where necessary, which may require working on other sites. Monitor and maintain secure stamp allocation, petty cash refunds for expenses and keys held on site
Front of House
Facilitate the smooth running of the service, dealing sensitively with any complaints, problems or issues arising, highlighting and referring problems where necessary to the line manager. Act as a point of contact for service users and effectively run reception. Take clear messages and pass them promptly to the appropriate member of the team using own judgement on urgency. Responsible for ordering stationery and other supplies via the electronic procurement system, receipting goods and chasing shortfalls.
Person specification
Qualifications
Essential criteria
NVQ level 2 or equivalent standard of literacy and numeracy
Skills
Essential criteria
Maintaining efficient admin systems Understanding of data protection/ confidentiality Understand the needs of clients and deal tactfully and sensitively with concerns Updating and maintaining systems bility to use own initiative and prioritise workload
Desirable criteria
Experience of processing referrals Experience of using RIO
Experience
Essential criteria
Experience of working in a healthcare setting Working in a busy office environment Experience of storing and maintaining records
Benefits
We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:
A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.
