Referral Hub Manager

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West London NHS Trust provides a full range of mental health, community and physical healthcare services for children, adults and older people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow.

We also provide some specialist services that are commissioned regionally, such as our medium secure services; and nationally, such as the Cassel Hospital for people with complex and severe personality disorder and our high secure services at Broadmoor Hospital.

Job overview

West London Trust (WLT) is a dynamic healthcare organization committed to delivering high quality care to our community. We are currently seeking a dedicated, enthusiastic and motivated candidate to join our Integrated Care Team.

As the Referral hub/ Urgent community response manager you will have experience of working with multiple providers to provide professional and strategic leadership in line with agreed service objectives.

This role you will work as part of the management team with a focus on managing and delivering the referral hub as a single point of access for Ealing Community Partner services within planned and unplanned care pathways.

The referral hub is in operation 24 hours a day, 7 days a week and the UCR SPA is in operation 7days a week and is covered 8am-8pm. You will work in collaboration with NWL UCR and sector peers.

Main duties of the job

To establish and maintain communication, with various individuals and groups of service users, carers and staff on complex potentially stressful topics in a range of situations.

To build relationships with GP's within boroughs serviced to ensure quality of referrals are appropriate.

To work with NWL ICB to further develop the NWL UCR hub

To support and work closely with other ECP managers to ensure response times are within the commissioned targets and prevent any delays in responding to requests from the Hub.

To contribute to the development of services.

To ensure any concerns, complaints or incidents are investigated within timeframes and learning is embedded in the team.

Develop and maintain shared governance and performance across providers and partners

To provide strategic oversight of the referral hub and UCR SPA so there are no delays with referral process and onward referral.

To provide strategic, operational and managerial oversight to the referral hub and UCR SPA

To work with peers within respective organisations to ensure discharge timescales as laid out in national guidance are adhered to.

Ensure daily reporting is completed to the agreed standard

Maintain a collaborative role mode approach during execution of these duties and at all other times

To develop, sustain and evaluate partnership working with individuals, groups, communities and agencies

Working for our organisation

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ 4,500 staff, of whom 56% are BME. Our turnover for 2023-24 is £426m.

The Trust is rated as 'Good' overall by the Care Quality Commission. Forensic services are rated as 'Outstanding'.

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.

Detailed job description and main responsibilities

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person specification

QUALIFICATION /TRAINING

Essential criteria

• Registered Professional (Nurse, Paramedic or Therapist)
• Educated to Degree level or equivalent level of experience at senior level
• Relevant post registration experience.
• Evidence of post registration further development.

Desirable criteria

• Masters Degree in Health Care related subject
• Management qualification
• Qualification in acute clinical assessment
• Mentorship qualification
• KUF training

EXPERIENCE

Essential criteria

• Experience of working with people who have urgent health needs
• Management experience in community health settings
• Experience of providing management/clinical supervision
• Experience in leading and managing change in a multi-disciplinary team
• Experience in planning service developments
• Able to set, manage and monitor budgets.

Desirable criteria

• Experience in working within a Single Point of access/Hub service
• Experience in a rapid response service

KNOWLEDGE & SKILLS

Essential criteria

• Ability to organise and deliver effective programmes of care for people with health needs.
• Ability to supervise and manage staff working with patients who have acute health needs that can be managed in a community setting.
• Ability to produce high standard of written reports / audit evaluations using statistics as necessary.
• Established risk assessment skills and able to reduce the level of risk to clients, staff and others.
• Ability to work with technical teams (IT, telephones etc) to develop efficient technical solutions to the management of referrals in and out the Hub
• Comprehensive knowledge of relevant policy & legislation relating to community health care
• Caseload and workload management skills
• Strong written, verbal and communication skills.
• Good communication

Desirable criteria

• Research skills.
• I.T and database
• Presentation skills.

Personal Qualities

Essential criteria

• Highly motivated and able to work independently and for long periods of prolonged concentration.
• Flexible about hours of work.
• Ability to be calm under pressure, to contain others emotional distress and anxiety.

As an employee of West London NHS Trust, you have a responsibility to maintain a sound understanding of, and a commitment to uphold the National Health Service values and principles set out in the NHS Constitution.

We reserve the right to close adverts prior to the closing date stated should we receive a high volume of applications.

By applying for this post you are agreeing to West London NHS Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, you will be required to undergo a pre-employment checks which can take between 4-8 weeks . After which your information will also be transferred into the national NHS Electronic Staff Records system (ESR ).

Please ensure you include email addresses for your referees which MUST be at supervisory or managerial capacity covering the last 3 years of employment to date to avoid delay in the recruitment process.

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

West London NHS Trust is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

Employer certification / accreditation badges

Applicant requirements

You must have appropriate UK professional registration.

The postholder will have regular contact with vulnerable people and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• JD Referral Hub Manager (PDF, 1.1MB)