This role is to provide the full range of administrative support to the drug and alcohol recovery service based in South Shields, ensuring the service operates efficiently and effectively on a day-to-day basis. You will act as the first point of contact for clients and visitors to the service and coordinate timely responses to enquiries made via telephone, email, text and website. Ensuring everyone contacting the service is welcomed, supported and where appropriate signposted to service staff and/or relevant partners. You will ensure service information is recorded to a high standard within agreed timescales.
Main duties and responsibilities:
To work as part of a multi-disciplinary team in the effective running of service reception, administration and associated supporting duties. To welcome clients and visitors into the service, working with the integrated team to maintain a positive and safe working environment, including managing any challenging behaviour. To provide a positive first contact for those contacting the service by telephone, utilising the service referral pathway to identify and action appropriate next steps including options such as booking an appointment, accessing a named worker or signposting. Contribute to maintaining and monitoring the service lone working system within the service and where applicable community delivery venues. To identify, facilitate and organise use of community outreach and satellite sites for service provision. Maintain electronic and manual appointment systems and complete referral information as appropriate. To ensure a high standard of accuracy for data entry, using computerised recording systems and packages such as Excel, Access, System One and other databases within required deadlines. Promote, establish and maintain effective working relationships with colleagues and external agencies. To lead on the coordination of room bookings, including preparation of meeting/training rooms and organisation of refreshments as requested. To attend meetings and take minutes when required. Understand service and organisational quality standards and audit requirements, including the need to ensure information is collected and recorded in accordance with quality and audit requirements. Understand and be able to work within a quality assurance system on a day-to-day basis. Understand performance indicators for the service and assist with the collection and presenting of data, providing evidence that performance indicators have been met. To be responsible for service good housekeeping, ensuring that equipment, stock levels and general stationary supplies are maintained at an adequate level to enable effective service delivery. To support an effective petty cash system for the service including maintaining accurate petty cash records. To assist the service team in the coordination and planning of campaigns, events and specific projects. To provide support and cover for colleagues ensuring that clinical prescriptions are prepared and printed in a timely manner. Key Duties:
In carrying out the above duties the post holder will:
Comply with all monitoring and evaluation systems, collecting and monitoring information as appropriate and provide reports when required, actively contributing to the service achieving successful service user outcomes. Maintain accurate, up to date records and work in accordance with organisational guidelines and procedures. Strive to reduce substance related harm to individuals and the wider community. Comply with all aspects of Humankind’s Code of Conduct and adhere at all times to national/local and Humankind safeguarding policies. Provide information in accordance with Humankind’s confidentiality policy to the wider team supporting service users ensuring a holistic recovery approach. Uphold data protection legislation, including both local and formally agreed information sharing protocols and service user confidentiality agreements. Actively participate in supervision and provide evidence of achieving performance targets alongside other supervision requirements as detailed within Humankind’s supervision policy. Seek to improve personal performance, contribution, knowledge and skills. Participate in appraisal and learning and development processes. Promote service best practice and successes through contributing to Humankind’s internal and external communications. Recognise personal and professional boundaries and work within Humankind’s clinical governance framework at all times. The post holder will be required to w ork flexibly across operational sites and within an agreed number of hours to maintain appropriate service provision. This will include evening and weekend working. Provide a full range of service interventions in an outreach and in-reach capacity including satellite offices and partnership co-location venues with other organisations. Contribute to maintaining safe systems of work and a safe environment. Comply with all relevant policies and procedures. To report all problems and incidents to a Senior Humankind Manager at the earliest opportunity. This job description is intended to provide a guide to the general duties and responsibilities of the post. It should not be regarded as a contractual document. It will be reviewed regularly and may be varied at the discretion of Humankind
Person Specification - Essential criteria:
NVQ 2 in business administration (or equivalent) or demonstrable related experience Previous experience in a customer facing administrative role Excellent communication skills including the ability to engage empathically and professionally with clients, professionals and the wider public Administrative skills, including experience of working within electronic monitoring and recording systems. Excellent coordination and organisational skills Ability to manage work activities to meet organisational objectives. Good timekeeper, able to work autonomously and meet tight deadlines. Ability to collate and disseminate information Commitment to ongoing professional development Experience in cash handling, petty cash reconciliation and generic admin duties
Person Specification - Desirable criteria:
Knowledge of quality systems and audit requirements Candidates will be recruited within the advertised range, please did not automatically expect initial recruitment to be at the top end, as this will depend on experience and enables progression in role through the Humankind development process . Please note that all communication regarding your application for this post will be sent to the email address you provide on your application form. We will contact shortlisted candidates by email to confirm the arrangements for interview. Please check your email inbox after the closing date for notification as you will not be notified by any other means. Please remember to check your junk folder. Due to the current restrictions as a result of the coronavirus pandemic, interviews will be via Microsoft Teams or Zoom.