Job Description

Referral and AdminAssistant

Job Purpose

  • To manage and provide a first-class referral/admin service for VoiceAbility’s Community Development Team ensuring this is coordinated with the wider organisation’s referral process.
  • Provide low level information and signposting to those who contact the service
  • To undertake a range of administrative activities, including monitoring activity and collation of statistics, and use a range of systems to support efficient, high quality processes and practices across the service.
  • To build and maintain strong working relationships with a variety of internal and external contacts.
  • To ensure that work is completed to a consistently high standard, and in accordance with relevant policies and procedures.
  • To demonstrate commitment to the values and mission of VoiceAbility by providing the highest possible level of service to internal and external stakeholders

Key Responsibilities

  1. To provide support to the Service Manager (s) by ensuring statistical reports are collated and produced for quarterly contract meetings.
  1. To be the first point of contact for all enquiries and referrals to the service.
  1. Manage enquiries during office hours; obtaining and utilising relevant information from callers to handle calls effectively and ensure appropriate signposting or outcomes for the caller.
  1. Keep accurate records of calls and cases and liaise with colleagues within VoiceAbility to ensure calls are signposted and referred effectively and actions are followed up.
  1. To communicate effectively with other colleagues coordinating referrals for other areas of the organisation, ensuring that referrals feed into the wider referral process.
  1. Take responsibility for obtaining activity data from team members and collating and producing a quarterly report for presentation to service commissioners and the Service manager based on relevant key performance indicators
  1. To ensure service information is maintained in an organised manner, liaising as

appropriate with colleagues in other services such as finance and HR.

  1. To build and maintain a knowledge and information library that is accessible both internally and externally and meets users’ needs.
  1. To undertake any administrative duties required, including filing, faxing, photocopying, making and receiving telephone enquiries, diary management, minute taking.
  1. To ensure your own work adheres to VoiceAbility policies and procedures.
  1. To be a flexible member of the VoiceAbility team, assisting colleagues within theservice as required during busy periods.
  1. To participate and contribute fully to organisational meetings and conferences including team meetings and the annual organisation away day.
  1. To undertake training and/or study that may be relevant or required for your role, as discussed with your line manager.
  1. To undertake other assignments as defined or as directed by the Service Manager.

Skills Profile

Referral and Admin Assistant

The profile below illustrates the range of technical and professional skills, and specialist knowledge that will be needed in the role.

Please note that you will be assessed against the skill areas below during the selection process. You will also need to demonstrate how you meet the requirements of the person specification.Overall Speaking Up is looking for someone who can show good working knowledge and ability in the areas outlined below within the particular context that they will be working in.

If you are successful in being appointed, the skills profile will be used as a tool to assist personal and professional development as part of supervision and appraisal discussions, with your line manager, and to identify and focus upon individual development needs.

TECHNICAL / PROFESSIONAL SKILLS
BUILDING RELATIONSHIPS
  • Active listening

  • Building rapport and trust

  • Influencing and building credibility

  • Raising awareness and involvement

  • Proactive, responsive and flexible

  • Confident, firm, fair and respectful of other professionals

  • Developing a professional network

  • Managing stakeholder* and/or service user expectations

  • Professional and appropriate communications with internal
and external colleagues
PROBLEM SOLVING
  • Identifying issues and requirements

  • Gathering and assimilating information

  • Gaining stakeholder* and/or service user perspectives

  • Analysing and interpreting findings

  • Identifying and evaluating options

  • Shaping policy, approaches or solutions

  • Informing and leading strategic development

PLANNING AND ORGANISATION
  • Time management and prioritisation

  • Thinking ahead and scheduling activities

  • Meeting deadlines

  • Working independently and as part of a team

  • Maintaining accurate and timely records

  • Developing and updating systems and processes

  • Producing clear, concise reports

IT SKILLS
  • Word

  • Excel

  • Powerpoint

  • Internet, email and search engines

  • Functional software packages e.g. database

  • Using digital photography and video cameras

SPECIALIST KNOWLEDGE
  • Technical knowledge and understanding (secretarial, & administrative functions)

  • Tools, techniques and methods (info gathering, event mgmt)

  • Legislation (relating to service you support)

  • Best practice (customer service)

  • Understanding and relating to internal customers

  • Understanding and relating to external stakeholders*

  • Development and delivery of training sessions for colleagues

*A stakeholder is anyone with an interest in the service being provided by this role. This could include funders, commissioners, suppliers, other professionals etc.

Person Specification

In addition to the above skills, we are looking for someone who can demonstrate VoiceAbility’s Community Development Team’s cultural behaviours in their work:

  • Passionate about our mission – someone who conveys Voice, Action, Change in their work and sets examples for other colleagues by turning our mission into action.
  • Learning and Developing – someone who is keen to learn and develop themselves in their role and also supports colleagues to learn and develop.
  • Innovative – someone who is creative in the way that they solve a problem or react to change at work, or suggests new ways of working.
  • Focused on quality – someone who ensures high quality in their own work and encourages others to improve the quality of the work that they do.
  • Taking action to change lives – someone who always finds ways to address the needs of the people that they are supporting in their daily work and who shares examples of good practice with other colleagues.