OneCall Coordinator inLancing inLancing PUBLISHED 21 SEP 2024

As the largest provider of community healthcare services in Sussex, our teams help people to plan for and manage changes to their health, supporting patients and their families to live more independently. We employ over 5,000 full and part-time staff and provide community services to a population of 1.3 million people.

OneCall is the nurse-led Single Point of Access across West Sussex for referral management, clinical triage, signposting and coordination of highly effective Community-based services within SCFT. OneCall is currently based in two locations within West Sussex – The Quadrant, Lancing Business Park, Lancing, West Sussex and Crawley Hospital, West Green Drive, Crawley. The OneCall Coordinator post can be based at either site as OneCall is a ‘virtual’ service which enables all calls for West Sussex and those staff managing these calls to work effectively from both sites.

OneCall operates 24hr service, 7 days a week, including bank holidays.

The post involves the handling of all calls to and from the OneCall service, triaging patient needs effectively and accessing or signposting to the appropriate community services wherever possible to prevent unnecessary hospital admission or where this is not possible, to facilitate admission to hospital. In addition to supporting call answer, the key focus of the OneCall Coordinator is to ensure that all telephone activity into OneCall is managed safely, effectively and with the requisite skill to ensure a positive outcome.


Job Summary


To act as a key point of contact for the OneCall service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information.

• The post holder will manage referrals for community services and ensuring that all referrals are processed following local policies and pathways and accurate signposting is offered to those whose queries cannot be dealt with over the telephone.
• The post holder will work in a team of administrators and trained nurses.
• The post holder will be able to respond appropriately to challenging behaviour during a telephone call and ensure a positive outcome for any patient involved in these discussions.
• The post holder will adhere to national and local quality standards which relate to the high standard of customer service given in relation to the answering of calls, the standard of telephone conversations and the timely processing of referrals.
• The post holder will form good working relationships and communicate with patients, carers, general practitioners, secondary care, social care services, staff at all levels within the Trust and in other NHS Trusts, statutory and voluntary agencies.
• The post holder will have to discuss and communicate sensitive, confidential, and complex information about patients and staff, doing so with integrity.
  
  

We are the main provider of NHS community services across East and West Sussex. Our 6,000 staff serve a population of 1.3 million providing essential medical, nursing, and therapeutic care to adults and children.

Our Trust vision is to provide excellent care at the heart of the community, helping people plan, manage, adapt to changes in their health, supporting avoidable hospital admissions and reducing hospital stay times.

We have opportunities for everyone across our wide variety of services including medical, clinical, support and corporate services.

Why work for us?

• Positive 2022 NHS Staff Survey results, scoring highly in compassionate culture & leadership, and staff wellbeing support
• Variety of working environments across the community, in patients' homes, within our community hospitals and bases across the county
• Supportive flexible working patterns such as: part time, flexi time, annualised hours, and flexi retirement options
• Excellent training and development opportunities
• Research opportunities
• Cost-effective workplace nurseries in Crawley, Hove and Brighton
• Thriving BAME, Disability and Wellbeing, LGBT+ and Religion and Belief staff networks
• Level 3 accredited Disability Confident Leader, committed to creating inclusive workplaces
• Veteran Aware Trust, achieving accreditation from Veterans Covenant Healthcare Alliance (VCHA)
• Located in stunning Sussex, with easy access to the South Downs and the coast
• Access to a wide range of benefits and discounts for NHS staff
  
  

For further details / informal visits contact: Name: Emma Farren Job title: Acting Team Lead, OneCall West Sussex Email address: Telephone number: