Health and Wellbeing Coordinator @ Erewash Health Partnership

Job summary

Erewash Health Partnership is made up of six GP Practices, and is the prime provider for services delivered on behalf of Erewash Primary Care Network (Erewash PCN).

WE: Flourish is a PCN-wide, non-emergency health and wellbeing service for adults aged 18 and over. It provides a coordinated route into personalised, non-clinical support through a Single Point of Access, Quality Conversations, case navigation and links to community, voluntary and statutory services.

Please note that we are recruiting for four Health & Wellbeing Coordinator positions, with interviews planned for Monday 7th December and Thursday 10th December

Main duties of the job

The Health and Wellbeing Coordinator will support delivery of the WE: Flourish model by providing a consistent first point of access for people with non-medical, social, emotional, practical and wellbeing-related needs. The post holder will receive and review referrals, make initial contact, gather relevant information to support triage and tiering decisions, and help ensure people are directed to the right person, service or pathway at the right time.

Where deeper exploration is required, the post holder will undertake strengths-based Quality Conversations, co-produce personalised support plans, provide case navigation, coordinate agreed actions and help people overcome barriers to engagement. The role will work within agreed protocols, boundaries and supervision arrangements and will escalate clinical, safeguarding, mental health or other risk concerns to the appropriate senior or clinical colleague.

Please note this role is not a clinical role

About us

This is an exciting opportunity to join Erewash Health Partnership, an organisation committed to transforming how health and wellbeing support is delivered across our communities. We are developing a collaborative model that brings together primary care, personalised care and community services to provide more holistic, accessible and preventative support.

We value our people and are committed to creating a supportive, inclusive and compassionate working environment where individuals are encouraged to contribute ideas, develop their skills and make a difference.

As part of our team, you will be joining an organisation that champions:

• Person-centred care putting individuals, their strengths and what matters to them at the heart of everything we do.
• Collaboration and partnership working across healthcare, community organisations and wider services to achieve better outcomes.
• Innovation and improvement embracing new approaches and continually developing how we support our communities.
• Compassionate and inclusive practice recognising individual circumstances, reducing inequalities and ensuring people feel heard and supported.
• Prevention and holistic wellbeing looking beyond traditional healthcare to address the wider factors that influence health and quality of life.

You will have the opportunity to be part of a developing service, shape new ways of working and make a meaningful difference to individuals and communities across Erewash.

Job description

Job responsibilities

Key Job Responsibilities

Access, Referral Management and Triage Support

• Receive, review and process referrals into WE: Flourish in line with agreed pathways and timescales.
• Undertake initial contact with people where appropriate, gathering relevant information sensitively and accurately.
• Use agreed criteria to support triage, tiering and allocation decisions, recognising whether needs appear most appropriate for Tier 1, Tier 2 or Tier 3 support.
• Escalate complex, unclear, urgent or risk-related referrals to the Health and Wellbeing Practitioner or an appropriate clinical colleague.
• Support signposting where needs can be met through community resources, existing services or lower-level support.
• Book and deliver Quality Conversations when further exploration is required and within agreed role boundaries.
• Liaise with Social Prescribers, Health and Wellbeing Coaches, practice teams and partner services to support timely allocation.
• Monitor contact attempts, non-response, non-attendance and rebooking requirements, following agreed processes.
• Maintain accurate records of referrals, triage information, tiering decisions, outcomes and onward actions.
• Help maintain a clear overview of service demand, capacity and referral patterns.

Quality Conversations and Personalised Support Planning

• Undertake strengths-based, person-centred Quality Conversations to understand what matters to the person.
• Explore social, emotional, practical and wellbeing-related factors affecting health and wellbeing, while recognising the limits of the role.
• Co-produce personalised support plans that identify goals, priorities, strengths, agreed actions and practical next steps.
• Support people who may experience barriers to accessing services, including low confidence, communication needs, practical difficulties or previous non-engagement.
• Promote choice, confidence, independence and supported self-management.
• Maintain clear and timely records of Quality Conversations, agreed actions, outcomes, reviews and discharge plans.

Case Navigation and Coordination

• Provide case navigation and appropriate advocacy to help people engage with relevant services and community support.
• Coordinate actions where people are known to multiple organisations, within agreed pathway expectations and information-sharing arrangements.
• Work closely with Social Prescribers, Health and Wellbeing Coaches, Adult Social Care, Mental Health services, VCSE partners and practice teams.
• Support smooth handover between triage, Quality Conversation, multidisciplinary discussion and onward support.
• Follow up with people and partner organisations to help ensure agreed actions are progressed and unresolved referrals are addressed.
• Provide additional encouragement or practical support where this may improve engagement.
• Support appropriate review, transfer, discharge and closure when goals have been met, needs have changed or support is no longer required.

Multidisciplinary Working, Escalation and Governance

• Prepare relevant cases for multidisciplinary meeting discussion where enhanced coordination or oversight is required.
• Attend multidisciplinary discussions and support completion and follow-up of agreed actions.
• Identify and promptly escalate safeguarding concerns, acute mental health concerns, clinical risks or urgent issues through agreed pathways.
• Work within agreed WE: Flourish protocols, professional boundaries, supervision arrangements and scope of practice.
• Review open cases regularly and seek advice where progress is delayed, needs become more complex or the intervention is no longer appropriate.
• Contribute to service monitoring, outcomes, patient feedback, equity of access, evaluation and continuous improvement.
• Deliver support by telephone, digitally, face to face, in PCN or practice settings and at agreed community locations.

Communication and Relationships

• Communicate effectively, compassionately and inclusively with people, families, carers, colleagues and partner organisations.
• Adapt communication and engagement approaches to individual needs, health literacy, confidence, culture, disability and other potential barriers to access.
• Develop and maintain knowledge of local health, care, community and voluntary-sector services across Erewash.
• Build constructive relationships across Primary Care, Mental Health, Adult Social Care, Public Health, Social Prescribing, VCSE and community partners.
• Manage and prioritise workload effectively, using initiative while recognising when advice, supervision or escalation is required.

Physical and Digital Skills

• Standard keyboard, telephone and digital skills are required.
• Use EHP and PCN IT systems, including SystmOne, securely and accurately.
• Regular use of computer and telephone systems, alongside face-to-face work in practice and community settings.

Key Internal Relationships

• WE: Flourish Health and Wellbeing Practitioner
• WE: Flourish team colleagues
• Social Prescribers and Health and Wellbeing Coaches
• GP practice clinicians, managers and administrative teams
• EHP and EPCN operational, data and performance colleagues

Key External Relationships

• People using WE: Flourish, their families and carers
• Voluntary, community and social enterprise organisations
• Adult Social Care and Mental Health services
• Public Health, community health and wider statutory services
• Community groups and place-based partners

General Responsibilities for All Staff

Confidentiality

Maintain the confidentiality of patient-identifiable, staff and organisational information and share information only with authorised people in accordance with organisational policy and data protection requirements.

Health and Safety

Promote and maintain personal and workplace health, safety and security, manage risks appropriately, report hazards and incidents, and follow infection prevention and control requirements.

Safeguarding

Demonstrate due regard for safeguarding children and adults. Recognise concerns and escalate them promptly through agreed pathways.

Equality, Diversity and Inclusion

Respect peoples privacy, dignity, needs and beliefs. Work in an inclusive, non-judgemental way and support equitable access for people and communities who may experience barriers to care.

Quality

Take responsibility for the quality of own work, identify issues of quality or risk, contribute to team effectiveness, use feedback and learning, and support service improvement.

Information Governance and Record Keeping

Maintain accurate, timely, clear and confidential records. Use electronic systems securely and follow information governance, data protection and record-keeping requirements.

Learning and Development

Participate in induction, supervision, appraisal, mandatory training and role-relevant learning. Maintain competence and recognise the limits of the role.

Flexibility

Work flexibly across EHP and agreed locations where reasonably required. Responsibilities may be adjusted to meet service needs while remaining consistent with the purpose and level of the post.

Person Specification

Qualifications

Essential

• Good general education, including English and Maths or equivalent

Desirable

• Relevant Level 3 or Level 4 qualification, or equivalent experience in health, care, community support or coordination
• Training in personalised care, strengths-based practice, care navigation, safeguarding or mental health awareness

Experience

Essential

• Experience working with patients, service users, community members or people experiencing social, emotional, practical or wellbeing-related difficulties
• Experience undertaking sensitive conversations and building trusting relationships
• Experience managing multiple referrals, tasks or caseload priorities
• Experience handling confidential information and maintaining accurate records
• Experience working collaboratively with colleagues and partner organisations

Desirable

• Experience in primary care, care navigation, Social Prescribing, advocacy, mental health support, social care, VCSE or community support
• Experience of triage support, referral management, case navigation or administrative coordination
• Experience of MDT, MDM or multi-agency working

Knowledge & Skills

Essential

• Strong communication, listening and relationship-building skills
• Ability to undertake strengths-based, person-centred conversations and support personalised planning
• Ability to work sensitively with people who may face barriers to engagement
• Good organisational skills and ability to prioritise competing demands
• Ability to coordinate support across multiple organisations within agreed protocols
• Good IT, documentation and record-keeping skills
• Understanding of confidentiality, safeguarding, professional boundaries and escalation of risk
• Ability to work within supervision arrangements and recognise when to seek advice
• Understanding of health inequalities and the wider determinants of health

Desirable

• Knowledge of local community, health, care, statutory and voluntary-sector services
• Understanding of trauma-informed, strengths-based or personalised care approaches

Other Requirements

Essential

• Always maintain confidentiality
• Enhanced Disclosure and Barring Service check, where required for the post
• Ability to travel across the locality on a regular basis
• Willingness to work flexibly within service requirements

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Erewash Health Partnership

Address

Sawley Medical Centre

60 Draycott Road

Long Eaton

Nottinghamshire

NG10 3FR

United Kingdom

Employer's website

https://www.erewashhealth.co.uk (Opens in a new tab)