Business support officer

JOB SUMMARY This position is designed to provide a flexible role to support and manage change to meet Business Unit objectives Undertake delegated duties under the supervision of the Service Managers/ Team Managers. Consulting as necessary and working collaboratively to deliver a comprehensive service. Provide services within well-established policies, procedures, protocols, guidelines, whilst acting within the required sphere of competences for the role at all times. Work in partnership with others; develop knowledge to promote an holistic service. Demonstrate sound knowledge of the service to enable the post holder to contribute and inform decision making within the service. Supervise and delegate work to Admin/secretarial staff, participate in their induction, training, appraisal etc. May be required to work in challenging environments which could include lone working and conflict resolution. Undertake and maintain the required statutory, mandatory and core training as required by the specific area of service. Work flexibly to meet the needs of the service. KEY RESULT AREAS: 1.1 Service provision: To deliver excellent levels of service by regularly assessing, problem solving, evaluating and reporting to the Business Administrative Manager, in a timely and proactive manner when these standards have not been met, enabling appropriate action to be taken. Implement planned actions in response, communicating changes as appropriate. Support the Service Manager/ Team Managers as required. Work independently, prioritising own work, exercising initiative and judgment. Refer and seek guidance/supervision on issues outside of post holders level of competence or authority to Business Admin Manager. Proactively and positively contribute to the achievement of service/Trust objectives through individual and team effort. Manage the service user experience with the focus being on delivering excellent customer services. Assist in the promotion of an open, welcoming, person-centred culture for service users, carers and colleagues, Seek and support feedback from service users to aid service improvement as required. To produce clear and accurate written correspondence (including the composition of ad-hoc routine letters) eg, letters, memos, reports, presentations etc, using competent copy, audio tapes, IT skills, accurate data inputting and use of Trust Intranet and Internet as required. Maintain accurate and contemporaneous documentation. Use appropriate documentation/systems in accordance with local and Trust standards demonstrating competent IT skills, accurate data inputting and use of the internet. Use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Adapt style of communication to respond to service user communication difficulties and psychological, social, physical and spiritual needs. Build and sustain effective communications with others as required to ensure good team working and collaborative working practices. Disseminate knowledge, and information to those who need to know. Ensure administrative systems run smoothly and that all relevant deadlines are met, including the development of new departmental procedures to reflect the demands on the service. As appropriate to the role, effectively manage and support individuals who exhibit challenging behaviour or present a significant imminent risk to themselves or others. Recognise and respond appropriately to any emergency situation. Responsible for ensuring safe infection prevention and control by using protective equipment, safe disposal of waste, performing hand hygiene, cleaning, disinfecting etc. Understand the roles and contributions of others in and outside of the team/service. Proactively identify additional activities in accordance with the role, which would increase postholder efficiency and the efficiency of the team; offer suggestions for improvement and implement these activities in agreement with the team. Develop and support the Trusts culture of collaborative, flexible cross-team working and commitment to delivering quality services and outcomes. Maintain and continuously improve skills and understanding of health and social care services, including systems, policy and current good practice, particularly with regards to own area of work and which significantly contribute to the services stated objectives aims. Make use of opportunities for sharing good practice and learning. Proactively identify additional activities in accordance with your role, which would increase your efficiency and the efficiency of the service, offer suggestions for improvement and implement these activities in agreement with your team. Undertake any additional duties deemed appropriate to the role. 1.2 Working as part of a Team: Work within other areas/services as the situation and staffing levels require. Provide and receive service user information using tact, reassurance, empathy and persuasive skills as required. Act within the 8 principles of the Data Protection Act 1988. Contribute to ward/department/team meetings offering suggestions for quality improvement. Actively engage in good team working to facilitate effective relationships with all health professionals. Contribute to and make suggestions about projects, including audit and quality initiatives pertinent to the role. Maintain strong working relationships and communication links with the team and others in achieving/improving service/quality standards. Take part in team reflection and investigation of complaints as directed to ensure that lessons are learned from mistakes and that team working is enhanced. Comply with corporate governance structures in keeping with the principles and standards set out by the Trust. Engage with external partners/ stake holders (e.g. service users, health care professionals, representative bodies etc) 1.3 Managing Self: Participate in management supervision to develop skills, knowledge and apply continuous reflection to own practice eg, values, priorities, interests and effectiveness and synthesise new knowledge into the development of your own practice and those you supervise. Undertake timely and appropriate mandatory training, study days, in-service training programmes and keep up to date with changes in operational procedures and developments in practice. Seek advice and support from your line manager, whenever necessary. Develop knowledge and basic understanding of and comply with all service/Trust policies and procedures and relevant legislation eg, Data Protection Act. Promote a positive image of self, Service/Trust. Actively participate in the appraisal process using it as a positive means of improving self-awareness, development and work practice. Maintain personal and professional development as identified in your performance review to meet the changing demands of the job, participate in appropriate training activities and encourage and support staffs development and training. Make changes to own practice based on up to date information offer suggestions for the improvement. Act as an advocate for the Trust its contribution to the Health Service arena through creating and maintaining effective partnerships and relationships with staff, service users, general public and partner organisations. 1.4 Management Supervision and Support: Work alongside other staff providing advice and support as necessary. Has delegated supervision responsibility for admin/secretarial staff eg, undertakes recruitment, appraisal, training, coaching, sickness absence management, staff allocation and cover arrangements etc, following appropriate training and in accordance with Trust policy. Efficiently manage staff allocation/cover via e-rostering and bank to ensure an effective service is maintained at all times. Ensure team members are appropriately trained in all SWYPFT Electronic and Hard Copy systems eg, Patient Records and ensure the Trusts Information Governance Policy is strictly adhered to. Ensure team members undertake mandatory training / personal performance reviews in accordance with Trust procedures and that training identified is carried out. Ensure effective administrative procedures which support service delivery are in place and accountable records kept in accordance with Trust audit procedures. Efficiently process requisitions and monitor progress ensuring appropriate budget code application. Efficiently process requests for the access to clinical notes using a database, arrange for the retrieval via Admin support staff and organise transportation as per Trust procedures. Support in the management of room/resource usage and any related issues arising. Provide cover in the absence of the Administration Business Manager or other service/team member. Participate in team Performance Reviews and ensure that departmental objectives/deadlines are met. Always undertake duties acting as an excellent role model, using experience and skills to assist/ guide members of the team. Develop own knowledge skills in order to provide information to others to support their understanding. Support team members to deliver their objectives through offering advice, guidance and support as appropriate. For full job description please see Supporting Documents .