Administration Assistant (Norwich Place)

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1    To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties (prioritising and generate own workload), which will include:
•    Using a range of software programmes and audio-typing to produce, maintain and distribute documents, including reports, spreadsheets, databases and presentations. This may include regularly dealing with matters of a complex and/or distressing nature.
•    Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience.
•    Photocopying, scanning, emailing,  distributing, filing and organising letters, reports and other documents.
•    Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner.
•    Opening, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.
•    Researching appropriate websites to gather information around equipment used for the service. This includes downloading and circulating documents, as requested.
•    Where required, work as a team with a group of staff on a daily basis, supporting the nursing stock volunteer with training, communicating changes and providing updates on procedures and best practice.
•    Identify and report areas within working processes and procedures that could improve service delivery.
•    When covering reception, to undertake receptionist/telephonist duties, dealing appropriately with all telephone enquiries as well as face to face patient contact, which may on occasion be upsetting.
•    Assist Managers in the HR and recruitment process for new starters and prepare relevant paperwork for Managers to authorise changes to current staff’s circumstances. This can include advertising vacancies on the NHS recruitment system, TRAC, supporting with the scheduling and set up of interviews, including sending out interview invites on behalf of managers, and meeting candidates prior to interview. 

2    To maintain schedules and diaries, organise and service meetings and clinics, which may involve travel to and from other venues. This will include resolving appointment conflicts, issuing meeting invitations, formulating agendas, distributing papers, making room bookings, arranging meeting room layout, equipment, hospitality, greeting visitors and taking formal minutes or notes at meetings.

3    Be a point of contact for internal and external callers and visitors, accepting deliveries, re-directing callers and service users, where appropriate, and providing information or answering questions on routine matters and ensuring that accurate messages are passed on in a timely manner.

4    To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patient’s fears and lack of understanding. Exercising tact and judgement in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person in a timely manner.

5    Supporting with formatting of confidential Duty of Candour letters to be sent out to patients, checking the letters for grammatical or spelling mistakes, ensuring the letter has been checked and approved by relevant Quality colleagues, inputting letter data onto relevant trackers and uploading copies of the letters to Datix for reporting purposes.

6    To contribute to the smooth running of the Norwich Place shared inbox, categorising emails as appropriate and ensuring that enquiries are dealt with in a timely manner.

7    To support with the efficient, secure and safe running of the NCH stock rooms by devising relevant operational procedures and ensuring they are in place, maintaining up to date records of all stock products in and out of the area, including carrying out stock counts, reporting any discrepancies or issues to the Personal Assistant / Supervisor and Admin Team Lead.

8    To support the Norwich Place centralised stock management process which can include:
•    Ordering and receipting all consumable stock
•    Carrying out a stock take of all goods
•    Receiving and checking goods and reporting any discrepancies or other issues within procedural deadlines
•    Putting stock away in the stores room, maintaining stock levels with daily top-ups at NCH
•    Arranging onward distribution to relevant departments or sites if required
•    Maintaining up to date information recorded on stock spreadsheets including base lines and previous orders
•    Liaise with suppliers to resolve any issues or queries

9    To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, Powergate, and carrying out research into goods and services as directed. This can include carrying out weekly checks to ensure equipment is working correctly for Community Nursing and Therapy teams, reviewing annual clinical engineering dates to ensure compliance, assessing the contents of doppler kits and ordering any equipment required for kits, reviewing and recording fridge temperatures to ensure drugs are stored safely and as required. 

10    Inputting onto various databases and systems, e.g. SystmOne, Healthroster, TRAC, Cloudbooking  Powergate and designated spreadsheets, within the required timescales and deadlines. This may include scanning referrals, which may be urgent, and liaising with health professionals to correctly process the referrals

11    Updating HealthRoster system to support Senior Leaders and Clinical Operations Managers with staffing information, such as adding or adjusting shift patterns, adding staff sickness, adding excess hours and adding or cancelling annual leave requests from staff as directed by the relevant Service Lead/Manager.

12    Assisting Senior Leaders with typing and formatting of confidential letters to staff, which can relate to staff sickness or performance, as well as typing meeting outcome letters and transcribing for investigations.

13    Administratively supporting Senior Leaders with formal investigations, such as correspondence, attending meetings to take formal notes, using Dictaphones or other  equipment to record meetings and produce dictations. This can involve hearing or typing matters of a complex and/or distressing nature. 

14    Be point of contact for Community Nursing and Therapy staff to provide information on Trust’s processes, i.e. HR, Mileage claims and answer general queries to assist staff, especially new starters.

15    In the absence of the Personal Assistant, support with relevant duties commensurate with banding, such as supporting Senior Leaders with diary and inbox management on a temporary basis, as and when required.

16    Produce weekend and bank holiday staffing rotas and distributing to relevant staff, collecting data from HealthRoster to allocate necessary staff as a point of contact for each team, and distributing the rota within a timely manner. 

17    Supporting managers with staff mandatory training and PDP compliance, breaking down reports to collate information on staff who may be non-compliant, distributing data to relevant managers and where necessary, supporting with allocating time to senior managers to complete relevant training or participate in relevant meetings. This includes supporting managers with the scheduling of monthly supervisions, understanding staff rotas and managers diaries in order to effectively plan meetings at mutually convenient times. 

18    To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times. 

19    To implement policies for own work area and propose changes, as necessary and demonstrating required duties to new starters. 

20    To receive controlled items including (but not exclusively), prescription pads and drugs, in accordance with Trust Protocol Guidelines, ensuring secure storage and distribution to the relevant disciplines

21    Provide cover in other departments, including Reception, during periods of absence, as directed by the Supervisor or Admin Team Leader. This may require travelling to other sites. 

22    It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures. 

23    To attend relevant meetings, when required. These may be virtual or in person. This may require travelling to other sites