Dear Applicant

Post Title:Administration Manager

Salary Range:£22,036 - £28,747 per annum

Hours:37.5 hours per week

Closing date:Friday 26th January 2018

Informal Enquiries to:Valerie Richmond, Support Services Director

Thank you for your recent enquiry regarding the above vacancy. I have pleasure enclosing an application pack containing;

  • An Application Form. Please note we do not accept CVs.
  • An Equal Opportunities Form.
  • A Job Description (for reference only).
  • A Person Specification (for reference only).
  • An Information sheet containing details of the terms and conditions applying to the post (for reference only).

Please note that only candidates who are shortlisted and invited for interview will receive further communication regarding the process of an application. I would therefore like to thank you for the interest you have shown in this vacancy with The Ayrshire Hospice and look forward to receiving your Application for this post.

Yours sincerely

LORNA SAMSON

People Development Officer

INFORMATION

FOR CANDIDATES

POST OF:Administration Manager
BASE:35 Racecourse Road, Ayr, KA7 2TG
REF NO:AH/01/18

Thank you for applying for the above post with the Ayrshire Hospice. This information sheet summarises the terms and conditions related to the post. The Hospice has recently undertaken a Pay and Benefit Review and the following terms and conditions will be effective from 1 April 2016.

ABOUT THE POST:

Employing Organisation:Ayrshire Hospice

Job Description:A job description is attached.

Salary/Grade Scale:£22,036 - £28,747 per annum

Your salary will be paid into your bank account on the last Friday of each month.

Hours of Work:37.5 hours per week

Annual Leave:Leave year is from April – March

30 days (225 hours) on commencing employment

32 days (240 hours) after 5 years’ service

For part time staff, this will be applied on a pro-rata basis and also allocated in hours.

Public Holidays:Entitlement is 37.5 hours based on the 5 designated Public Holidays per annum, and on a 5 day week working 7.5 hours per day. The 37.5 hours entitlement is due to all whole time staff irrespective of work pattern.

For part time staff, this will be applied on a pro-rata basis and also allocated in hours.

Pensions:The Company will comply with the employer pension duties in accordance with Part 1 of the Pensions Act 2008 by automatically enrolling you where eligibility criteria is met, in the Group Personal Pension Plan.

The Hospice provides a generous employer contribution of 7.5% of your salary per month provided a minimum 2.5% employee contribution is made.

Asylum AndThe Asylum and Immigration Act 1996 and 2004(Section 8)

Immigration Act 1996checks to ensure that all employees are legally employed

And 2004 (Section 8):in the United Kingdom. Candidates will be asked to provide relevant original documents prior to an offer of employment being made. Any offer of employment will only be made when the organisation is satisfied that the candidate is the rightful holder of the documents and is legally eligible for employment within the United Kingdom.

Medical Examination:Any offer of employment is conditional upon a satisfactory medical report from the Occupational Health Department. You may be offered employment conditional on confirmation that you are medically fit for employment. A commencement date for employment will only be agreed following this confirmation.

Rehabilitation ofThis post is not exempt from the provision of

Offenders Act:Section 4(2) of the Rehabilitation of Offenders Act 1974 (Exemptions) Order 1975.

References:Two satisfactory written references must be obtained prior to any offer of employment being made. These should include current and previous employers as requested in the job application form. This is in line with our Recruitment and Selection Policy.

Informal Enquiries:Informal enquiries are welcomed by Valerie Richmond, who can be contacted on 01292 269200.

Closing Date:Your completed application form should be submitted to:-

Administration Department

Ayrshire Hospice

35 Racecourse Road

AYR

KA7 2TG

Or emailed to

By: Friday 26th January 2018

IJOB DESCRIPTION

1.JOB IDENTIFICATION

Job Title:
Responsible to:
Department:
Directorate:
No of Job Holders:
Last Update: / Administration Manager
Support Services Director
Administration
Support Services
One
January 2018

2. JOB PURPOSE

To provide leadership, direction and support to Clinical and Corporate Administration, Reception and Administration Volunteer Teams across the clinical site, whilst developing effective working relationships, efficient practices and a motivated team. To manage and developthe provision of a high quality, comprehensive and continuous administrative service to ensure that service delivery meets organisational standards. The post holder functions as the expert resource and first point of contact on all matters relating to administration within their speciality/department, including development of effective practice and implementation of hospice policies. To make informed decisions within area of responsibility, ensuring that agreed standards and targets are met in accordance with departmental and organisational standards, policies and procedures whilst placing patients, relatives and their carer’s at the centre of service delivery.
3. DIMENSIONS
Responsible for the provision of a high quality, comprehensive administrative service across the clinical site.
To provide effective leadership and management to:
Clinical Administrators
Corporate Administrators
Reception Volunteers
Administration Volunteers
Budget holder responsible for managing resources within agreed parameters. Authorised signatory for ordering and invoicing of stationery and equipment.

4. ORGANISATIONAL POSITION

5. ROLE OF THE ORGANISATION

The Ayrshire Hospice is an experienced source of outstanding quality care and services which helps those with any life limiting illness. Care is provided where there is no cure for the condition, but which improves the quality of each day for people who have a limited time to live.
Our Vision
We will reach and improve the lives of everyone in Ayrshire affected by life limiting illness
Our Purpose
The Ayrshire Hospice, working together with others, will reach and improve the lives of everyone in Ayrshire affected by life limiting illness by delivering exceptional care.
Our commitment
In putting people at the heart of everything we do, we will work together to:
•Support every person as a unique and valued individual
•Respect the dignity of everyone
•Listen to and respect the wishes of people
In striving to be exceptional in every aspect of our services, we will:
•Provide a safe, comfortable, caring environment
•Develop and provide high quality services that are underpinned by audit and research
•Demonstrate clinical, financial and organisational excellence
•Work to achieve financial sustainability
•Deliver effective leadership and management throughout the organisation
•Ensure we have the right number of people with the right skills in the right place at the right time
In building relationships, we will:
•Listen to, respect and value the contribution of everyone
•Work together to improve all of our services
•Extend our collaboration with external partners

6. KEY RESULT AREAS

  1. Operational Management
  • Responsible for the provision of a high quality, comprehensive and continuous administrative and reception service which supports the delivery of patient care and meets organisational standards. Integral to this will be an understanding of service developments and the ability to respond and adapt managing change processes effectively.
  • Act as the first point of contact for clinical, corporate administration and reception staff in resolution of queries and provision of support and advice. Ensure all staff are aware of and adhere to existing, updated and new hospice policies and procedures
  • Manage staff development and performance utilising the Hospice Personal Development Review system, ensuring all staff within sphere of responsibility have annual reviews carried out, identifying and supporting training and learning opportunities, maintaining performance and setting individual objectives in line with service objectives.
  • Manage effectively staff annual leave, sickness absence and time owing in accordance with hospice policy ensuring on-going maintenance of a high quality administrative service at all times. Develop and implement effective monitoring systems and ensure all records and staff files are accurately maintained through SMI Staff.Care.
  • Responsible for the effective recruitment and selection of administrative/reception staff in accordance with hospice policy. Devise and implement a comprehensive induction programme for all new staff, facilitating their introduction and integration in to the existing administration/reception team and wider organisation.
  • To ensure an appropriate workforce plan, co-ordinating skill mix and equity of workload within the teams according to the needs of the services, ensuring adequate staffing is available within financial resources. Formulate, present and implement action plans to address resource issues generated through service developments/changes to work practice.
  • To ensure budgets and controls for budgets are managed and maintained in all administrative areas in conjunction with the Support Services Director. Manage the requisition of supplies for the admin service and stationery on behalf of the organisation, ensuring adequate levels are maintained also whilst ensuring best value and within agreed budget.
  • Facilitate risk assessments and health and safety reviews of the department on a regular basis taking responsibility for the implementation of controls as appropriate.
  • Facilitate the introduction of new technology and/or systems within the department providing guidance, support and training to ensure the transition is smooth and implementation effective.
  • Support the investigation and resolution of verbal/written concerns/complaints within agreed timescales ensuring any identified improvements are progressed and implemented.
2. Leadership
  • Provide effective leadership and motivation to all administrative and reception staff, creating a positive working environment in which staff are valued and respected.
  • Operate as an effective member of the Operational Management team demonstrating good leadership which has a positive effect on organisational performance.
  • Act as a role model demonstrating hospice values, commitment to the service and inspiring a shared purpose.
  • Demonstrate that the health and wellbeing of the team are important and act to manage any detrimental situation.
  • Evaluate service delivery proactively requesting feedback and acting on identified areas for improvement.
  • Recognise how administration and reception services relate and impact on other service/teams and the need to keep up to date with change to ensure joined up thinking and the continued provision of efficient services.
  • Develop relationships and communicate honestly to create credibility and trust.
  • Actively involve and listen to individuals contributions in decisions which will impact on their role.
  • Take personal responsibility for own performance and set clear expectations of individuals and teams.
  • Ensure the appropriate capability and capacity exists and provide learning and development opportunities.
3. Systems Champion
  • Reviews current service provision and, through analysis and audit of practice, design and develop improved systems and procedures. Implement change, considering impact assessments, communication and training requirements ensuring constant moves towards service improvement.
  • As a super user of Crosscare (Patient Information System) and SMI Staff.Care (Workforce System) champions the use of the systems and ensures understanding and skills are in place to support team members and manage associated administrative procedures.
  • Develop and implement an effective call handling system across the clinical site ensuring a person centred approach at all times.
  • Ensure procedures are in place for the handling and storage of sensitive information ensuring compliance with caldicott principles, data protection legislation, confidentiality and hospice policies.
  • Manage reception systems and procedures to ensure the provision of a professional, efficient and effective service.
  • Responsible for ensuring the quality of data being input into hospice systems from within administration teams whilst supporting the extraction of data and development of management information reports.

7a. EQUIPMENT AND MACHINERY

Computer, Photocopier, Telephone, General Office Equipment.
7b. SYSTEMS
Regular requirement to use computer software to develop or create reports requiring formulae, query reports. Wide use and understanding of systems across the organisation to include:-
Hospice Clinical Administration System, Crosscare (Patient Information System), Staff.Care SMI (workforce system), Recruitment & Selection System, Risk Register, Health and Safety Control System, IT Systems, Microsoft Package, Hospice Website, Sharepoint – Hospice Intranet, PDR System, Reception systems, procedures and guidelines

8. ASSIGNMENT AND REVIEW OF WORK

As Administration Manager expected results are defined but the post holder decides how they are best achieved and is guided by principles and broad occupational policies or regulations. Guidance may be provided by peers or external reference points. Works as a key and integral part of the Operational Management structure under the direction of the Support Services Director.
Works using own initiative and judgement anticipates and responds appropriately to problems/needs within sphere of responsibilities. Is responsible to the Support Services Director for guidance, professional management, review of work and formal review of performance and development.
Plans and prioritises own workload and assigns and manages the workload of staff directly managed by post-holder on a daily basis.
Liaises closely with Operational Managers to discuss service redesign and the impact of this on administration services.
Meets regularly with other team members and staff meetings setting objectives and providing information and support.
9. DECISIONS AND JUDGEMENTS
Accountable to the Support Services Director although able to act using own initiative within area of responsibility.
Judgements involving a range of facts or situations, which require analysis or comparison of a range of options. Makes decisions regarding the management and delivery of the administrative and reception function proactively manages any issues/challenges which may arise. Make decisions regarding workforce planning in line with agreed budgets.
Contributes to the design of policies, procedures and guidelines within sphere of responsibility and ensure team compliance within area of responsibility.
To make decisions and judgements regarding the supply, selection and purchase of stationery, equipment, IT software/hardware within budgetary constraints.
Manages department proactively and takes remedial action as required to resolve disputes/staff problems.
Contribute to discussions and decisions which impact on area of responsibility.
The post holder requires too possess an excellent sense of judgement to deal with day to day operational issues.

10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB

Planning and organisation of a number of complex activities or programmes, which require the formulation and adjustment of plans.
Managing the performance and development of staff.
Challenges faced with changing demands and priorities of the service.
Diversity of a wide range of remits and responsibilities within the post and the knowledge and skills required to efficiently and effectively carry these out.
The completion of projects efficiently and to agreed timescales.
11. COMMUNICATIONS AND RELATIONSHIPS
Provides and receives complex, sensitive or contentious information, where persuasive, motivational, negotiating, training, empathic or re-assurance skills are required. The post holder has a key communication role and is expected to communicate and liaise effectively with all levels of staff within the Hospice.
Promotes and maintains good relationships within the department, carrying out regular one-to-ones and department meetings to ensure staff are engaged, informed and communicated with.
Develop strong working relationships and communication models with Operational Managers to ensure administrative systems and procedures support organisational service delivery and respond to service change.
Provide the Support Services Director with regular reports to keep him/her informed of projects.
Communicates and manages the storage and transfer of confidential information both clinical and non-clinical.
Liaise with NHS Ayrshire & Arran services for advice.
12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB
Physical
A combination of sitting, standing and walking with little requirement for physical effort. There may be a requirement to exert light physical effort for short periods. Advanced keyboard skills required.
Mental
There is a frequent requirement for concentration where the work pattern is unpredictable. Concentration in the preparation of reports, procedures, guidelines and statistical information.
Staff performance and attendance management.
Concentration required when carrying out PDR’s and return to work interviews.
Managing a diverse group of staff.
Maintenance of own knowledge base.
Emotional
Working within a patient care setting where patients have a life limiting illness occasional indirect exposure to highly distressing or highly emotional circumstances via Crosscare
Occasional exposure to distressing or emotional circumstances through imparting unwelcome news to staff and also dealing with patient and/or family complaints/concerns in relation to administration systems and processes
Application of effective interpersonal skills in contacts with others.
Balancing the needs and competing priorities.
Need to act diplomatically especially when working to conflicting priorities and tight deadlines.
Balancing the competing demands involved in providing an administrative service in a very busy and challenging environment.
Environmental
Exposure to unpleasant working conditions or hazards is rare
Long periods of time working at a pc.
Working within a general office environment.

13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB

Commitment to Hospice Values and Behaviours
Must be able to demonstrate behaviours consistent with the Hospice’s values.
Education/Qualifications
Qualified to degree level in a relevant field and/or demonstrable equivalent training and experience
Supervisory/Management qualification would be desirable.
Commitment to continuous professional development.
Knowledge and Experience
Previous experience of working within a health or social care environment with significant knowledge and experience of working with clinical administrative systems, procedures and guidelines.
Knowledge of data protection and caldicott principles and the application of this to ensure compliance.
Sound knowledge of medical terminology in application to specialist palliative care desirable.
Previous experience of supervising and/or managing people with highly developed interpersonal skills.
Proven and relevant experience in developing and implementing administrative systems and processes and implementing change.
Previous experience of managing resources people, equipment within financial budgets.
Good understanding of office and reception systems, procedures and technology.
Skills
Excellent planning, co-ordination and organisational skills to ensure administrative function is delivered efficiently and effectively.
Highly developed IT skills with the ability to develop electronic systems. Competent in the use of Microsoft Offices packages and their application. Ability to input, extrapolate complex data and translate to report and present results
A calm and methodical approach, often working under pressure to tight deadlines with the ability to determine and prioritise own and that of others workload and forward plan effectively
Excellent people and customer care skills, written and verbal communications skills, including the ability and confidence to liaise credibly with individuals of all disciplines and grades.
Skills (Continued)
Motivator of self and others with the ability to be flexible and adapt to change.
Ability to work using own initiative, make effective decisions with innovative and creative problem solving.
Meticulous in approach and highly attentive to detail set and maintain standards reviewing processes to identify systems failures and make recommendations for improvements.
Personal Capabilities
Commitment to “making today matter” for patients and families.
Able to demonstrate a commitment and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
Ability to maintain patient and staff confidentiality at all times
Reliable, conscientious and enthusiastic individual with the ability to demonstrate tact and diplomacy.
14. JOB DESCRIPTION AGREEMENT
Job Holder’s Signature:
Head of Department Signature: / Date:
Date:
EMPLOYMENT APPLICATION FORM
(All areas of this form must be fully completed or you will not be shortlisted)
Application for the post of: / ADMINISTRATION MANAGER (AH/01/18)
Location:
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