HR Case Coordinator 027023
Job Pack July 2020
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Contents
Welcome to NHS 24 ...... 3
Our Organisation ...... 4
Our Structure ...... 5
Workforce Directorate ...... 6
Our Centres...... 7
The Role ...... 8
This Opportunity ...... 10
Job Description ...... 12
Recruitment Process ...... 18
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Welcome to NHS 24
Thank you for your interest in this position. This information pack details information about both NHS 24 and this vacancy. I hope that you find this information useful and it helps inform your decision to apply to come and work with NHS 24. Now is a great time to be joining NHS 24 as we continue to grow and deliver safe, responsive person centred services to the public of Scotland. We are proud to employ 1600 staff across our centres in Scotland. As the Director of Workforce, I am committed to ensuring that NHS 24 is a great place to work. Our staff are our greatest asset who deliver high quality safe and effective care to our patients. I am committed to putting our staff at the centre of everything we do and to working to a common set of values to guide the work we do, the decisions we take and the way we treat each other. Our values are: care and compassion; dignity and respect; openness, honesty and responsibility; and quality and teamwork. If you would like to be part of our team and feel you have the skills and share our values I would be delighted to hear from you and welcome your application.
David Miller Director of Workforce, NHS 24
Reference Material You can find more information about NHS 24 and our services at: About NHS 24 NHS 24 Services Key Documentation
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Our Organisation
NHS 24 is the national provider of digital and telephone based health and care services for Scotland. We provide people with access to information, care and advice through multiple channels including telephone, web and online. We work in collaboration with partners, the public and our people to co-design services using technology and a digital first approach to sustainable service development and delivery. Our Services As Scotland's national telecare and telehealth organisation, we're at the forefront of pioneering new and innovative ways of working. It might surprise you to know that we're not just a phone service, we increasingly engage with people in Scotland through our websites, social media and webchat. There's no such thing as a typical job at NHS 24. We employ a wide range of clinical and non-clinical staff. From call handlers and nurse practitioners to physiotherapists, the diversity of our workforce reflects the constantly evolving needs of our patients. As an integral part of the NHS in Scotland, NHS 24 continues to develop, provide, and facilitate an expanding range of multichannel, patient centred, safe and effective tele- health and tele-care services. For example: People across Scotland can call NHS 24 using the free phone number 111. This gives people access to the help and advice they need when it cannot wait until their GP surgery reopens. NHS 24 works in close partnership with all Health Boards and the Scottish Ambulance Service to provide essential services to patients in need of urgent advice and care during the out-of-hours period when their GP surgery is closed. NHS 24 employs a range of staff across its locations, including clinical and non- clinical staff and essential support services staff. NHS 24 provides access to trusted health information and support through a range of different services, including NHS inform, Care Information Scotland, Breathing Space, Living Life and Smokeline. These services are available to the public via a range of delivery channels, including the internet, over the telephone and web chat. NHS 24 delivers a national health preparedness campaign on behalf of NHSScotland called 'Be Health-Wise'. The campaign runs across the Easter and Festive periods.
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Our Structure
COMMUNICATIONS NURSING • Corporate Communications • Professional Leadership and Standards • Media and Campaigns • Clinical Education • Clinical Governance • Internal Communications • Public Protection • Social Media Delivery • Patient Safety • Clinical Input to Service Development • Stakeholder Engagement • Quality Improvement • Public Relations • Patient Affairs • Public Affairs • Advertising and Marketing
SERVICE DEVELOPMENT • Audio-Visual Production • Service Transformation and Innovation • Digital Development and Delivery • Stakeholder Engagement WORKFORCE • Equality and Diversity • Organisational Development • Patient Focus & Public • HR Policy Involvement • Learning and Development • Performance Management • Trade Union Partnership Engagement
SERVICE DELIVERY • Workforce Strategy • Service Planning and Delivery • Planning and Resourcing • Operational Input to Service Development • Operational Management and Team Leadership • Service Performance Against KPIs • Operational Resource Planning
FINANCE • Governance • Financial and Strategic Planning
MEDICAL • Financial Control • External Clinical Engagement • Risk Management • Patient Safety • Performance Reporting • Clinical Content • Operational Costing and Efficiency • Clinical Input to Service Development • Revenue Development • Resilience Planning • Facilities Management and • Caldicott Guardian INFORMATION & COMMUNICATIONS TECHNOLOGY Procurement • Information and Records Management • Data Security • IT Strategy • Data Strategy • Technical Contract Management • Technology Support • Information Governance • Data Architecture and Standards
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Workforce Directorate
The key functions within the Workforce Directorate at NHS 24 includes; Employee Relations, Human Resource Business Support, Learning & Professional Education, Recruitment and Workforce Planning. The Workforce Directorate supports NHS 24 to deliver its corporate strategy and objectives by supporting effective recruitment, attendance, development and management of staff performance. The Employee Relations Team provides an advisory service to all levels of management teams, staff and staff representatives, covering all aspects of employee relations issues. This is in line with the National NHS Scotland - Once for Scotland policies and Agenda for Change. In addition, the team lead and develop on HR related projects as well and coaching and developing managers through delivery of ER training sessions. Currently, there are 7 members of the Employee Relations team who work together in achieving the overall team objectives.
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Our Centres There are four NHS 24 Regional Centres, two located in the West, one in the East and one in the North. This post will be based at the Lightyear building located at Glasgow Airport. 9 Marchburn Drive, Glasgow Airport Business Park PA3 2SJ.
Getting There By car
Travelling by car, you would take junction 29 westbound or junction 28 eastbound from the M8. By Train The nearest train station is Paisley Gilmour Street. The building is approximately 25 minutes’ walk from the station. However, the McGill's 757 runs from the station and stops near the building (approx. two minute walk). Visit Scotrail.co.uk for train timetables.
Click here to view the walking route planner from the station to the building, on Google maps. By Bus There is a wide range of bus links to and around the Glasgow Airport Business Park, including:
Glasgow Airport Express Service 500 from Buchanan Bus station McGill’s 757 Bus Service from Clydebank to Paisley Gilmore Street Train Station First Bus 77 – via Glasgow's West End and Braehead.
Each of these buses stop within a five minute walking distance to the building.
More routes can be viewed on Glasgow Airport's website, in the section To and From by Bus
The site also offers a Bike Hub for staff who cycle to work.
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The Role HR Case Coordinator NHS 24's HR Case Coordinator provides HR case management administrative support to the Business Partner and HR Advisors for all Employee Relations matters. The post holder will support the delivery of a professional and proactive HR service meeting the needs of the service users. In this role you will be required to provide administrative support in relation to NHS 24's Occupational Health process as well as co-
ordinate all OH and Employee Relations administrative services in an efficient and effective manner. This will include note taking at formal meetings and diary management to facilitate the smooth running of the service. This role involves being the central point of contact for the ER team and liaising with other teams within the directorate, service delivery team, senior management and TU colleagues. Therefore, experience of offering general advice on HR matters is essentials. Skills This role requires excellent communication and interpersonal skills and the ability to build strong working relationships with Staff, Managers, Directors and Trade Union colleagues.
You will have a strong administrative background preferably working within a HR environment. There is a requirement to function with a high level of autonomy and initiative, whilst be being proactive in the planning and supporting the development of ER case management and internal processes. Excellent organisational and planning skills are required and an ability work with the HR Business Partner to identify areas for improvement in ER processes.
Qualifications To be considered for this role you will be able to demonstrate a strong administrative background preferably from working within a HR environment. Working within the public sector would be preferable but not essential.
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You will be qualified to Degree level knowledge (or relevant experience) along with Membership of the Chartered Institute of Personnel and Development or working towards this. We're looking for HR professionals who enjoy teamwork and who have good exposure to working experience of partnership working with trade union colleagues.
Working patterns The 30 hours will be worked over the period Monday to Friday during the normal office hours of 9-5pm; there is a requirement to work one late night per week (12.00pm – 8.00pm) to suit organisational requirement. Specific working pattern will be agreed with the successful candidate. Weekend working is not common but may be required as and when required. In the circumstances of the current COVID-19 pandemic there may be a blended approach to home working and working from the office.
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This Opportunity
Job Reference: 027023 Position Title: HR Case Coordinator Hours: 30 hours Location: Lightyear Building at Glasgow Airport and travel to other NHS 24 sites Band: Band 4 Job Type: Fixed Term/Secondment opportunity with the potential to last up until May 2021 Salary: £22,700 - £24,973 per annum (pro-rata for part time hours worked) and enrolment into SPPA pension scheme. Placement on salary scale is dependent on confirmation of previous relevant NHS service.
LOOKING FOR A NEW CHALLENGE? NHS 24’s Employee Relations Team are recruiting for a HR Case Coordinator post to cover a fixed term contract. This post will be based in our Lightyear Building at Glasgow Airport but travel to and from other sites is also required. This is a vital role within the ER team and also a good learning opportunity for anyone interested in building on their skills, knowledge and experience in the area of Employee Relations. The post holder will provide HR case management administrative support to the Business Partner and HR Advisors for all Employee Relations matters. The post holder will support the delivery of a professional and proactive HR service meeting the needs of the service users. The remit of this role is to assist in delivering an effective Employee Relations and Occupational Health service to all NHS 24 employees and potential employees across all geographical sites. You will be the central point of contact for managers and staff in the planning and co- ordination of ER meetings and participate in those meetings for note taking purposes. You will liaise with ER Team in the analysis and preparation of HR Management Information reports on a range of topics such as sickness absence and turnover where required for an ER case.
WHO ARE WE LOOKING FOR? As a HR Case Coordinator, you will work as part of a multi-disciplinary team, predominately during normal office hours however, flexibility is required. Working alongside the HR Business Partner, you will use your previous experience, skills and knowledge to support the ER team in the delivery of a comprehensive and professional Employee Services to managers and staff of NHS 24.
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TRAINING Training will be provided to support your transition into this new role. In addition, you will be encouraged and supported with continuous professional development specific to this post.
BENEFITS NHS 24 offers a complete benefits package, with a temporary contract on Band 4 £22,700 - £24,973 (pro rata). Placement on salary scale and annual leave entitlement is dependent on confirmation of previous relevant NHS service. We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:
35 days annual leave (rising to 41) pro-rata development opportunities including study bursaries, e-learning and classroom based courses enhanced pay for working during out of hours period enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme NHS discounts on goods and services HELP, employee support and assistance
INTERESTED? For an informal discussion, please contact Aileen Frazer, HR Advisor 07990 842349.
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Job Description Job Title: HR Case Coordinator
Reporting To: HR Business Partner
Department(s)/Location: Workforce Directorate
1. JOB PURPOSE The post holder will provide HR case management administrative support to the Business Partner for all Employee Relations. The post holder will support the delivery of a professional and proactive HR service meeting the needs of the service users.
2. ORGANISATIONAL POSITION Head of Employee Relations
HR Business Partner
HR Case HR Advisor (4 Coordinator Case Advisor (1 WTE) WTE) THIS POST
3. SCOPE AND RANGE This role supports the Employee Relations team which covers all employees over four sites and the local centres.
Under the direction of the HR Business Partner, the post holder will:
Assist in delivering an effective Employee Relations and Occupational Health service to all NHS 24 employees and potential employees across all geographical sites. Assist in the continuing development of Employee Relations including Occupational Health case management, identifying more effective ways of working.
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4. MAIN DUTIES/RESPONSIBILITIES Coordinate all Occupational Health and Employee Relations administrative services in an efficient and effective manner providing comprehensive administrative support, including diary management, to facilitate the smooth running of the service. Coordinate occupational health reports, letters and other correspondence. Professionally dealing with messages, ensuring all urgent communications are dealt with efficiently. Act as a central point of contact for the Employee Relations Team, therefore will be required to maintain good working relationships and regular communication with all other areas across NHS 24. Liaising with the Recruitment team in identifying and reporting on pre-employments returned. Proactively research and progress Wellbeing activities and initiatives within the organisation. Co-ordinate meetings regarding capability, disciplinary and appeal hearings between staff, representatives from HR, Staff Side, executive and non-executive Directors, ensuring panels are set up in accordance with agreed HR Policy and Procedures. Monitor administrative processes to ensure the efficiency and quality of the delivery of Employee Relations cases, actively recommending and implementing potential changes/improvements to existing processes and procedures as required. Organise and participate in Employee Relations case conferences in accordance with local procedures and good practice. Monitor the process for all ER cases to ensure consistency and timely completion of documentation and that it is received within agreed timescales by HR Business Partners, Directors and managers. Take and produce an accurate record from formal meetings including minutes from Meetings e.g. formal disciplinary, capability and appeal hearings. To coordinate a variety of meetings, producing agendas, recording and producing formal minutes. In addition tracking follow-up actions to completion, which will support the effective operation of the groups and the team. To provide HR advice, guidance and support to all managers and employees on HR queries which can be complex and sensitive in nature and require the post holder to be tactful, this may be in relation to the interpretation of policies and procedures, terms and conditions and employment issues e.g. Annual leave, special leave, flexible working, absence management and Agenda for Change terms and conditions escalating to HR Advisors and Business Partners where appropriate. This will include supporting and advising managers at formal meetings. Liaise with HR Case Adviser in the analysis and preparation of HR Management Information reports on a range of topics such as sickness absence and turnover where required for an ER case. LEGAL AND ETHICAL Maintain high ethical standards both personally and professionally, showing integrity, reliability and trustworthiness Maintain patient confidentiality in all instances, the post holder will be required to demonstrate tact and communicate sympathetically in highly sensitive and difficult cases.
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Ensure complete compliance with the Data Protection Act and Access to Medical Records Report Act 1990
5. SYSTEMS AND EQUIPMENT . Sound knowledge of Microsoft Office Suite, including: . Microsoft Word - for the provision of formal minutes, occupational health, reports, communication. . Microsoft Excel – to enable the generation, manipulation and analysis of occupational health and employee relations case management information into agreed formats not restricted to pivot tables and graphical charts. To analyse and maintain the ER case tracker. . Microsoft Outlook - for effective and efficient communication with everyone in the organisation and external stakeholders as well as diary management. . Microsoft PowerPoint - for producing presentations to update stakeholders . NHS 24's intranet - for organisational policies and procedures . Daily Display Screen Equipment user (DSE) . HR Management Information System, which holds personal information on all NHS 24 employees, including details of Occupational Health referrals, DDA information, attendance tracker and absence records . Maintain manual Case Files for all ER cases assisting in ensuring this information is securely kept to ensure confidentiality . Forward information to the Directors, HR Business Partners, Advisors and Managers in a timely fashion meeting the demands of their process deadlines. . Content Management System – for updating the Employee Relations section of the NHS 24 intranet. . PECOS – to raise PO’s and manage invoices . SSTS - payroll management system, data entry of attendance and overtime information for the Employee Relations team.
6. DECISIONS AND JUDGEMENTS . This post holder is supervised by the HR Business Partner but is expected to use own initiative and take decisions within defined parameters. . The post-holder is required to work with a high level of autonomy at all times, although advice is available when required. . The post holder will comply with legislation and NHS 24 policies relating to safeguarding vulnerable adults . The post holder will receive instruction and training to respond to demanding and difficult and demanding employee situations . The post holder will have the ability to seek out relevant information for problem solving and decision making, consulting with others as necessary . Adopt the concept of customer care and develop it within their peer groups, and challenge any interaction that fails to deliver a quality service . The post holder is expected to work within internal policies and procedures such as PIN Guidelines, employment law, Agenda for Change terms and conditions and NHS 24 specific policies. . Required to make decisions regarding prioritising and adjusting own workload and liaise with HR Business Partners and Advisors when scheduling ER Case conferences/meetings.
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7. COMMUNICATIONS AND RELATIONSHIPS . Communicate effectively with HR Business Partners regarding Occupational Health referrals and reports. . To communicate confidently and effectively with all levels of NHS 24 staff and outside organisations. . Participate in Health Promotion and Wellbeing events where required. . Ability to confidently participate and present during monthly meetings in a mature and reasoned manner. . Tact and empathy are required when dealing with phone calls from distressed employees, relating to personal circumstances of a sensitive nature and where barriers to understanding may exist. . Negotiating skills are required to agree times of appointments, meeting dates and delivery of case files between Directors, Non-Executive Directors, Managers, HR and employees.
Internal Groups
Main working relationships are with the following groups, and communication is mainly in writing, face to face, electronic and by telephone:
Workforce Team Senior Management Team HR Business Partners All members of staff Managers Trade Union Representatives Internal Payroll Liaison Department
External Groups
Communication with external groups can take the form of face to face communication, telephone calls, electronic and written mail:
Occupational Health Provider and suppliers of Occupational Health equipment Employee Assistance Provider Trade Union Representatives Central Legal Office External Payroll Provider
8. PHYSICAL DEMANDS OF THE JOB Physical Effort . The post holder will be required to spend a substantial amount of their working day sitting at their desk using a PC. . Frequently required to file on a daily basis and retrieval of files throughout the day. . Compilation of accurate ER and OH case files on a regular basis. . Minute taking at monthly meetings, transcription and distribution of minutes to relevant parties.
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. Time spent daily on the telephone making appointments and liaising with other members of staff.
Mental Effort . Frequently required to concentrate when preparing Employee Relations and Occupational Health letters, reports, and case notes, whilst being subject to frequent interruptions from phone calls, staff, managers and team members. . Organisational skills are required to balance and prioritise workload. . Ability to work calmly under pressure, whilst maintaining accuracy. . Maintain high level of concentration when attending formal meetings and recording formal minutes and transcription of formal committees such as grievances and disciplinaries.
Emotional Effort . The post holder will frequently communicate with distressed, anxious and worried staff/managers. . Maintaining engagement and sympathy when speaking to employees, prospective employees and managers of all levels. . The post holder will be required to take minutes at formal disciplinaries, grievances and attendance management meetings. Working Conditions . The role necessitates a frequent requirement to travel between various sites of NHS 24 for meetings and as required to support the Employee Relations team in taking formal minutes.
9. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB . Being able to work on own initiative and having to prioritise workloads because of unforeseen and non-routine matters arising from internal and external service users, requiring a higher priority. . Communicating decisions or rationale regarding ER cases and OH reports which may be of a contentious and sensitive nature, resulting in an emotionally charged and challenging situation/atmosphere. . Accuracy and the requirement to work to strict deadlines are essential in relation to producing MI and ER case reports. . Coordinating multi-disciplinary meetings, hearings, grievances ensuring all key stakeholders are able to attend from across various areas of the organisation.
10. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB . Certificate in Personnel Practice, HND or equivalent experience . Evidence of Continuous Professional Development. . Admin experience within an HR Department and knowledge of administrative and HR procedures . Excellent computer skills, including Word, Excel and PowerPoint . Knowledge of Occupational Health policies and procedures . Time management skills . Flexible approach and attitude to work . Experience of minute taking . Ability to deal with a range of people politely and appropriately, some of whom may be persistent or difficult.
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. Excellent and confident telephone manner. . Ability to produce and present management information. . Diary management for multiple personnel . Good interpersonal skills, both oral and written . Ability to communicate and influence verbally and in writing with a variety of individuals with differing levels of understanding. . Ability to prioritise workload and balance conflicting priorities. . Ability to work autonomously or as a fully supportive and integrated team player contributing to effective performance in achieving strategic goals for the Department. . Good organisational skills
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Recruitment Process
The NHSScotland Everyone Matters 20:20 Workforce Vision outlines the commitment the Scottish Government has in putting people at the centre of everything the NHS in Scotland does. Working to a common set of values will guide the work staff do, the decisions that we take and the way we treat each other. Using a Values Based Approach to recruitment will ensure that NHS 24 staff members not only have the competencies required for the role, but they will live and breathe the values needed, to ensure that patients receive the best possible care, and that all staff are valued and treated well. We will use a Values Based Approach in our selection process, which will consist of the following: Application Shortlisting – applications forms received are reviewed and those meeting the role requirements will be invited to a competency based interview. Interview / Assessment – these competency based interviews have a focus on NHS 24 Values and the candidate's technical expertise. The interview will also include a role specific test or a presentation topic.
QUERIES: For any queries in relation to this vacancy, please contact a member of the HR Business Support Team on 0141 337 4565 or email [email protected]
GENERAL:
Equality & Diversity: NHS 24 is committed to equality & diversity: http://www.nhs24.scot/about-nhs-24/policies/equality-and-diversity/
Working Time Directive: Where you choose to combine working with NHS 24 and another employer, please note that NHS 24 complies with the Working Time Directive regulations of staff working no more than 48 hours per week on average across all employments with appropriate rest breaks between shifts.
APPLICATION DETAILS If you think this is the career for you, then please submit an online application no later than midnight on Wednesday 5th August 2020. Interviews scheduled to take place on Monday 17 August 2020. The Candidate Application Guide included with this vacancy provides information on how to make the most of your application. *Candidates submitted via Recruitment Agencies will not be considered for this post.
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