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Service Improvement Co-Ordinator

Location: St. Austell
Salary: £16 per hour, £19,968 (£29,120 Pro Rata)
Position: Permanent
Hours: 24hrs per week
Date Posted: 23rd May 2023
Recruiter: Merlin - Cornwall's Neuro Therapy Centre
Job Ref: SICOMC1

Responsible For: 
This new role will identify areas for improvement in all aspects of the client’s* journey with the organisation to ensure a smooth and efficient service; make recommendations for service development and efficiencies and support the charity in developing links with external partners including public, private, and voluntary sector organisations.

The applicant must have knowledge and experience of working in the health or social care sector, with an understanding of clients with complex clinical needs.

Summary of Job Role:
We are looking for a knowledgeable, experienced, and compassionate individual to join our team and focus on service improvement across the whole organisation. You will ensure that clinical services are delivered effectively and efficiently through improvements in processes and procedures and support the development and expansion of services You will also support the Centre Manager to build external links with other organisations in the health and social care sector. You will support the therapy and administrative team to provide a high-quality service, contributing to the auditing of the service against agreed quality standards, monitoring and making recommendations to ensure that high standards of service are maintained. You will also continually seek and develop new avenues of community work, monitor, and advise on practices and manage resources within agreed budgets. You will be a strong communicator who can effectively support the development of the clinical team and assist with service delivery. You should have experience of providing creative solutions to problems. We are seeking someone who has experience of managing confidentiality, data protection, safeguarding and health and safety.

Key relationships: 
1. Internal: Senior Management Team (Centre Manager, Finance Manager and Clinical Lead); Centre Clinical Team and Trustees.
2. External: Health Care Professionals in the NHS and other settings such as GP Practices; Cornwall Council (Adult and Children’s services) other charities and voluntary sector organisations.

Main Responsibilities:
The Service Improvement Co-ordinator will be responsible for assisting with the development of all services at the Centre - from the clients/carers initial contact to ongoing service delivery. They will be responsible for overseeing and making recommendations to support the needs of its clients; ensuring any recommendations are properly costed and within budget. A second priority is to work with the Centre Manager to build links with and promote closer interaction with other organisations working in the health and social care sector including the NHS; Cornwall Council, other Charities, and voluntary sector organisations.

The ideal candidate will:
• Have strong organisational and operational experience in a health or social care setting.
• Can oversee the set up and smooth introduction of new services/facilities.
• Be able to manage a diverse project portfolio and demonstrate experience in developing sustainable projects through effective collaboration.
• Be solution focussed and creative in approaching new challenges.
• Demonstrate strategic thinking, attention to detail and delivery of projects within realistic timescales and within budget.
• Have excellent communication skills.
• Have good IT skills e.g., Office 365 and meeting platforms e.g., Teams / Zoom.
• Be able to encourage and motivate a team.
• Work face to face and virtually to develop existing and new contacts and networks.
• Ability to motivate self and work on own initiative.

1. Service Development To support the development of services provided by the charity and devise new ways of supporting clients to help improve their health outcomes, and participation in the services we offer. To identify gaps in the service, monitor and advise on practices, initiate, and implement changes in the operational running of the clinical departments, in agreement with the Clinical Lead and/or Centre Manager. To plan and progress how the Charity can move forward and be successful in the future providing appropriate services to all client groups. To contribute to the formulation of policies and procedures in agreement with the Centre Manager. To support the income generation team with grant and trust fund applications to facilitate development of services as well as ongoing provision of services currently provided. To contribute to the evaluation of services and client satisfaction, audit services, report on findings and make recommendations to ensure that high standards of service are maintained. To have a sound knowledge of current legislation and clinical governance. To develop the appropriate use of technology within clinical teams. To support the streamlining of services to ensure that services are delivered effectively and efficiently. To have an understanding the daily workings of the Centre to ensure that appropriate cover is in place during staff holidays.
2. Communication To build links with external service providers including Health Care professionals within the NHS, Cornwall Council, Voluntary Sector Organisations promoting positive relationships, networking, and raising awareness of Merlin – Cornwall‘s Neuro Therapy Centre. To develop close working relationships with other members of the team to ensure the sharing of appropriate information, ensuring an integrated approach to client care and rehabilitation. To take an active part in departmental and organisational meetings. To represent and promote the charity at internal events both and in the community. To support the Clinical Lead with management of conflict and complaints that come through the clinical departments.
3. Information Management To maintain accurate client records in accordance with Data Protection and Record Keeping Legislation/Codes of Practice and ensure the safe keeping and confidentiality of these records. To check emails regularly and reply in a timely fashion. To support the marketing team by providing appropriate and up to date information for promotion of services.
4. Human Resources Management To work effectively to develop, support and assist team working within the charity. To support the ongoing development and learning of staff within the clinical team. To be a strong people manager who can effectively deliver presentations and training sessions and have experience of providing creative solutions to problems. To support the professional development of therapy staff to promote service improvement and development. General To prioritise workload to enable effective time management. To undertake training including manual handling, first aid, safeguarding according to the employee manual. To be aware of Health and Safety responsibilities and infection control policies. To observe the rules, policies and procedures set out by the Merlin Neuro Therapy Centre Ltd. Other activities as deemed necessary for the ongoing development of the charity.

This job description aims to act as a guide highlighting the main scope of duties. It is not restrictive and may be subject to change over time and subject to service revision. This Job Description is not exhaustive, and the post holder may be required to undertake any other reasonable duties at the discretion of his/her line manager.

Closing Date: 3rd July 2023

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