Date Agreed by Line Manager: / 01-03-16
Date Agreed by HR: / 09-03-16
Updated by HR: / 09-03-16
Job Title: Referrals Coordinator
Reporting to: Head of Quality Improvement
Department: Operations
PURPOSE OF THE JOB
To lead Leonard Cheshire Disability’s Referrals Team and all its activities, including;
· Overall responsibility for supporting services to achieve LCD’s occupancy targets
· Actively supporting services to ensure appropriate referrals, maximise occupancy and attain high levels of customer satisfaction
· Working with key referral partners to develop constructive relationships and expedite referrals
· Working collaboratively with colleagues across LCD to develop action plans to address occupancy shortfalls
· the management of LCD occupancy system to record, monitor and report on enquiries, referrals and occupancy
KEY RESPONSIBILITIES.
Referral Management
· To maintain the overall coordination, monitoring and recording of all enquiries, referrals and admissions received to LCD’s social care services
· To support services to develop and maintain positive partnerships and referral links with Local Authorities, CCGs and other referral partners
· To support services to identify suitable placements for people wishing to access LCD services and to oversee placement planning
· To oversee all enquiries and referrals and ensure that they are dealt with within the agreed timescales
· To support services to ensure waiting lists are well managed and any unmet need is promptly reported
· Oversee action planning for services with higher levels of voids and ensure appropriate progress with these plans
· Communicate effectively with all stakeholders involved within LCD services to enhance the existing customer base in a competitive market
· To work closely with the Marketing Team to ensure marketing materials and online content is up to date and accurate, including those for self-paying customers and those with access to direct payments
Information Management and Reporting
· Analyse trends and identify unmet need within the market and report to senior management with recommendations for service developments
· To provide accurate forecast information regarding new admissions, monthly targets and developments with Local Authorities
· To ensure understanding about referrals that aren’t converted to admissions and maintain an accurate record to support with future service planning
· To produce regular reports and commentary on all movements in placements including joiners and leavers, monthly occupancy actuals and targets, including reporting to LCD’s Management Board and Board of Trustees
Other
· To manage and motivate members of the Referrals Team and perform all aspects of staff management effectively
· Maintain in-depth awareness of LCD services and visit services as and when required
· To support the wider work of the Quality Improvement Team and of LCD
· To undertake any other reasonable duties as requested.
PERSON SPECIFICATION
Essential Requirements
· Previous experience of working within the social care sector
· Demonstrable prior experience in similar referrals or placement management role
· Direct experience of maintaining systems, including databases, to record, monitor and report on data within a large multi-site organisation
· To be willing to travel within the UK and stay away overnight
· To have a genuine commitment to the values and ethos of Leonard Cheshire Disability
Key Competencies & skills
· Excellent interpersonal and communication skills with an ability to relay complex information to colleagues
· Confident in engaging and building relationships with people at all levels including customers, relatives, internal and external stakeholders
· High levels of attention to detail and accuracy
· Tenacious, results driven and able to work professionally in pressurised situations to achieve the best outcomes
· Excellent organisational and time management skills and able to work towards tight deadlines
· Maintain high confidentiality, tact, diplomacy and discretion, handling situations appropriately
· Ability to work on own initiative and as part of a team
· Demonstrate a flexible approach to work, to be self-motivated and able to manage/prioritise own workload
· To have a high level of computer literacy in standard Microsoft Office packages with the ability to build bespoke spreadsheets and databases and produce good quality written reports.
· To have high level audit and analysis skills and be comfortable with the use of both qualitative and quantitative data.
· To have a high level of IT knowledge with awareness and experience of relevant electronic data capture and reporting systems within the area of responsibility.
Referrals Coordinator (March 2016) Page 4 of 4