PSP Association
Helpline Care Navigator
JOB DESCRIPTION
The PSP Association (PSPA) is the only charity in the UK dedicated to supporting people who have Progressive Supranuclear Palsy (PSP) or Corticobasal Degeneration (CBD), both of which are degenerative neurological conditions, which over time remove a person’s ability to walk, talk, eat, drink and see.
POST TITLE: Helpline Care Navigator
TEAM: Information & Support
RESPONSIBLE TO: Helpline and Information Services Manager
JOB PURPOSE: To provide consistently accurate, appropriate and timely information on the care of people living with Progressive Supranuclear Palsy (PSP) and Corticobasal Degeneration (CBD) and management of both conditions.
SALARY: £23,000
HOURS: Full time with occasional unsocial hours
HOLIDAYS: 28 days per year plus statutory
LOCATION: Towcester, Northamptonshire
KEY RESPONSIBILITIES:
· To provide accurate information on all aspects of PSP and CBD in response to enquiries and signpost on to other organisations where appropriate
· Ensuring a maximum response to all helpline calls, emails and other enquiries
· To keep clear and accurate records and statistics of enquires received and actions taken
· To carry out a maximum number of calls to people living with and affected by PSP and CBD, as directed by the Helpline and Information Service Manager
· Develop and maintain a database of key health and social care professionals and regional services
· Liaising with the Volunteering Team to signpost to Support Groups and Support Worker Project
· Liaising with the Fundraising Team to signpost to fundraising activities
· Liaising with external services to signpost to local support
· Take an active part in the delivery and planning of information & support events which may include possible overnight stays and weekends
· Attend outreach events to build the profile of PSPA services among health professionals
· To attend and contribute constructively to team and other meetings as required
· To ensure the implementation of the policies, procedures and quality standards as defined by PSPA
· To recognise the importance of, and actively participate in, training offered locally and nationally and occasionally outside of normal working hours
· Contribute to the development of literature and articles for PSP Matters
· To undertake any other tasks by agreement, as required, in support of the work of PSPA.
CIRCUMSTANCES
· Being the ‘first port of call’ for people living with PSP/CBD, carers and their families it is essential that you deliver a consistent high level of professional service that meets helpline best practice at all times
· Maintain the principles of confidentiality and equal opportunities in all aspects of the work
· To undertake any other task commensurate to the job purpose
· Commitment to the PSPA’s goals and commitment to improved performance.
PERSON SPECIFICATION
Knowledge
· Health and Social Care qualification or equivalent
· A broad understanding of the key issues currently facing people with PSP and CBD
· Understanding of disability issues and the needs of carers
· Understanding of terminal illness and its impact
· Understanding of Benefits and Social Care funding
· Understanding of Continuing Health Care funding.
Experience
· Experience working in a multi-disciplinary team back ground
· Experience in delivering helpline and information services
· Charity or voluntary sector experience
· Experience of the health and social care sector and understanding of service delivery
· Experience of and sensitivity to communicating with audiences from a range of backgrounds
· Effective teamwork
· Keeping accurate records
· Experience of working with volunteers.
Skills
· Good communication skills both oral and written and excellent telephone manner
· Analytical and problem solving skills
· Excellent listening and interpersonal skills
· Excellent communication skills and the ability to impart complex information appropriately in a clear sensitive manner
· Capacity to listen actively to people to understand their point of view, and to respond clearly and sensitively
· Ability to manage difficult questions, emotions and situations
· Computer literacy
· Calm and confident approach
· Ability to work as a team
· Flexible and reliable attitude with the ability to self-organise and to work without direct supervision
· Willingness to undertake training and continuing personal development.
The PSP Association is a Company limited by guarantee Registered number: 2920581
Registered Charity numbers: England and Wales 1037087 / Scotland SC041199