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Candidate Information Pack

Home from Hospital CoordinatorAugust 2017

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Table of Contents

Message from the CEO

1.0 About Age UK Horsham District1.1 What we do across Horsham District1.2 Working with and on behalf of local older people

2.0 Governance

3.1 Community Officer Team Leader Job description Person specification

4.0 How to apply

Appendix 1 – application form

Appendix 2 – Equal Opportunities Monitoring Form

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Message from the Chief Executive OfficerThis is an exciting time for our Charity Team as well as a busy time.

Like many of our voluntary and community sector colleagues we are experiencing a significant increase in the need for our services not just in the volume of people but also in the complexity of their issues.

As a local Age UK covering the Horsham District area we want to be famous for:

Being the first point of contact for older people;

Delivering services that both meet needs and are person centred

Tackling loneliness.

Underpinning all of this we want to be famous for being the employer of choice locally. Our vision is that together with communities and older people we want to create a district in which everyone can love later life.

The service involves first point of contact for older people, assessment and meeting needs, working in our Home from Hospital service which is part of a wider contract with West Sussex County Council for services across the County. We work with partners Guild Care and Age UK West Sussex and the primary aim of the service is to:

Provide services to vulnerable adults that, following a hospital discharge aid their recovery and avoid an unplanned re-admission into hospital and which maintain/improve vulnerable adults health and well-being, by providing emotional and practical support in the home and their living environment.

We have worked in this way since September 2013 and established local contacts and engagements for and with older people and the communities they live in. You will be working with a team that is led by a team leader and working to the standards as determined by Age UK Advice Quality Programme on case work and case recording. As well as Home from Hospital the team provides the following services:

Benefits advice and support with applications; Social and personal needs; Housing options; Care and health Information, advice and support for relatives and carers of older people who are in

or have recently been in hospital.

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We are looking for a new member of the team to take this work forward and work with our existing team of Home from Hospital volunteers. The Team Leader role is being recruited at the same time as this role.

We have increased and enhanced our triage, assessment and support for older people with the appointment of the team, alongside a re-organisation of our Administrative Support team, to make sure we maximise the opportunities for older people at the “Front Door” of our services.

If this is something that you are keen to be part of, we are looking forward to meeting you.

Sonia ManganCEO - Age UK Horsham District

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1.0 About Age UK Horsham DistrictAge UK Horsham District is an independent local charity (and company limited by guarantee) which is a full brand partner of Age UK. Age UK Horsham District is a local, independent charity. We are affiliated with the national charity, Age UK, as a brand partner. This means that we work together with Age UK and their 160 other brand partners in a spirit of collaboration and mutual support to achieve our common goals, this also entitles us to use their brand within our the geographical area of Horsham District.

Our VisionHorsham District is a place where everyone has the opportunity for good quality of life in later life.

Our MissionTo provide services and activities to promote and improve wellbeing and quality of later life in Horsham District

Our Values Integrity Professionalism Team Work Recognition Commitment

1.1 What we do across Horsham District?The team of staff and volunteers at Age UK Horsham District work with, advise, provide practical support and crucial companionship to between 7,000 and 8,000 local older people every year. We do this through our essential services, many of which are free, and include:

Information and Advice is a free service providing essential advice, assistance and support to those needing help with a range of issues, including: finances, housing and health. This is facilitated by the Community Officer Team as they provide expert advice to maximise income and benefits entitlements; in addition Advisory Volunteers will support lower level needs such as Attendance Allowance claims and Blue Badge applications, out in the community.

Home Visiting is a free service for the most lonely, isolated and vulnerable people. A volunteer is carefully matched to provide friendly companionship and support, offering a lifeline to the outside world. This support can help build confidence, improve mental well- being and encourage a sense of security and independence.

Help at Home signposts to reliable sources of help and support in the home, to enable the individual to remain independent and in their own home for longer.

Home from Hospital and Relative Support is a free service for older people with no one to help them when they return home from an unplanned hospital stay. This service provides a support network upon discharge from hospital, enabling them to get back on their feet, improve their well-being and ensure they have the necessary means to access services and support to help them to continue living well. Support is also available to help families make informed choices about future care for their loved ones.

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of 15Age UK Horsham District Recruitment Pack Home from Hospital Coordinator – August 2017

A Village Agent scheme, based on tested models from other rural communities across the UK – a village agent is a single point of contact in a community for local older people and families, local groups, public sector colleagues and the business sector; they work on what is important to help us all to live independently in later life.

Local day-clubs and clubs for people with dementia, where those over 50, their families and carers can receive support, enjoy social activities and interaction.

1.2. Working with and on behalf of local older peopleInvolvement and seeking and listening to the views of local older people, including:

Participating in National Campaigns

Influencing our MPs and local government

Informing local media

Linking with Horsham District Older Peoples Forum and using every opportunity to work with the many local organisations and decision-making groups, to ensure that our people and communities are equipped to make the most of later life.

For further information about our work visit www.ageukhorshamdistrict.org.uk

2.1 Governance, Structure and Management

Age UK Horsham District (AUKHD) was registered as a charity in 1983. It was established under a Memorandum of Association and is governed by its Articles of Association. The directors of the company are also the charity trustees and Board is diverse and represents people from across Horsham District to reflect and represent the rural/urban dynamic of the district.

New employees joining AUKHD undergo a comprehensive induction and training available via Age UK, nationally and locally. The Community Officer Team and quality of advice is governed by Age UK National Quality standard and the Horsham team will receive guidance, support and updates to social policy and quality through these channels. On a day-to-day basis, operational support will be provided by the Homes Services Manager.

The charity employs 30 members of staff, 150 volunteers and 60 local self-employed people to deliver its work. The day to day responsibility of the Charity’s operation is delegated to the Chief Executive Officer.

About Sonia Mangan (CEO)

Sonia has been with the Charity since June 2016 and is new to Horsham district but not new to Voluntary Sector leadership. She has been Chief Executive Officer for an Age UK in the South Lakeland in Cumbria for eleven years, led a small team working with people with sight problems in the same area and latterly led a team of 200 staff, working across Cumbria with people with a range of mental health problems. Her value is to make a difference and Sonia has a lot of experience of the needs and issues older people navigate as they


move through their later life. Recently, Sonia completed a Masters degree in Dementia Studies with the University of Stirling. She started her career as a nurse and has worked in NHS management and private sector care home management.

The charity has a three year strategic plan to achieve future goals:

Goal 1: Increase our impact Goal 2: Develop financial stability Goal 3: Work in Partnership Goal 4: Raise our profile Goal 5: Develop the internal capacity we need to deliver

3.1 Home from Hospital CoordinatorWith the help of our partners here in Horsham District we want to be famous for being:

• The first port of call for older people• Person-centred• An organisation that works with older people and offers practical and emotional

support that tackles loneliness.

We are looking to recruit a Home from Hospital Coordinator with proven experience in delivering working in a person centred manner, experience of working with volunteers, the abili ty to navigate complex systems for and with older people, excellence in customer service and engagement of the assigned team.

Role Summary

To coordinate a Home from Hospital serviced supported by a team of volunteers and provide short-term (up to 6 weeks) personalised support to vulnerable adults with low level needs who are returning to home from hospital in Horsham District.

The purpose of the service is that following hospital discharge, we support them to aid their recovery and avoid an unplanned re-admission into hospital. We also work with them to maintain and improve their well-being by providing emotional and practical support in the home and community.

For full details, please refer to the job description at the end of this pack – Appendix 1

Working Hours

The Home from Hospital Coordinator position will be 22 hours per week determined at time of appointment, normal working pattern is 8:30 – 16:30, Monday to Friday. Any out of pocket expenses incurred in delivering the services will be reimbursed. On occasions there may be courses or training days linked to the service or strategy which may extend beyond these core hours for which time will be compensated.


Salary

The Salary for this role is £17,781 per annum (full-time).Pro rata salary £11,177

4.1 How to ApplyApplications need to include:

A covering letter explaining:

o a) Why you wish to be a Home from Hospital Coordinator with AUKHDo b) How will your skills and experience make a difference and add value

The completed AUKHD application form – see separate Word document(Please kindly note that we do not accept CVs)

Completed Equal Opportunities form (Appendix 2)

If you wish to enquire more about this opportunity, please call Judy Maiden, Finance and Operations on 01403 751324.

Please email your completed application to: [email protected]

Or post it to:Judy Maiden

Finance & Operations ManagerAge UK Horsham District

Lavinia HouseDukes Square

HorshamRH12 1GZ

Closing date for applications: 28 August 2017Interview date: 5 September 2017

Age UK Horsham District welcomes applications regardless of gender, age, ethnic background, disability, sexuality or religion.

mailto:[email protected]


Appendix 1

JOB DESCRIPTION

JOB TITLE Home from Hospital Coordinator

BASED AT Lavinia House, Horsham

HOURS 22 hours per week

POSITION REPORTS TO Community Officer Team Leader

JOB PURPOSE SUMMARY Co-ordinate a Home from Hospital service delivered by a team of volunteers to provide short term (up to 6 weeks) personalised support to vulnerable adults with low level needs who are returning home from hospital in the Horsham District.

The purpose of that service for vulnerable adults is that following a hospital discharge, we support them to aid their recovery and avoid an unplanned re-admission into hospital. We also work with them to maintain and improve their health and well-being by providing emotional and practical support in the home and their community.

JOB DIMENSIONS To recruit, train, supervise and support a team of Home from Hospital volunteers. (Around 11 in total)

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from Hospital Coordinator – August 2017

KEY RESPONSIBILITIES

Services:

Respond to customer calls and enquiries and liaise with the appropriate organisation/s, ensuring continuity and follow up.

Record all client contacts on our client recording system (Charity Log) contemporaneously following the standards set by the Age UK Advice Quality Programme.

Ensure that there is a system in place to contact the client within 24 hours of referral to the service.

Conduct a home-based person centred assessment within two days of the initial contact with the client.

Ensure each person has a centred assessment which includes an assessment of the client’s needs and challenges; planned outcomes; a clear explanation of services/support available and terms and conditions.

For each client create and complete a personalized plan of support, detailing actions that will be provided to achieve the outcomes.

Conduct a risk assessment to identify risks in the home, addressing any immediate issues that may be present.

Carefully match and support volunteers to provide a person centred service for clients referred to the scheme, for those who want it, for up to 6 weeks.

Assist vulnerable adults to access local activities and support to maintain their independence. This will include signposting to Age UK Horsham District and other services.

Following the first visit with the volunteer (week 1) to call the client to ensure that the service meets expectations and to maintain contact with the volunteer and client throughout service delivery.

Towards the end of the service to check whether the needs of the client have changed/if on-going support is required.

At the end of service provision to conduct an evaluation with each client (within a week) to ascertain the following:-

(a) How far the service has gone to meet the outcomes identified by the client and(b) Whether on-going support is needed (making referrals if required)

Actively promote client involvement and feedback systems throughout

Respect the confidentiality of clients and their right to make their own decisions.

Work closely with the Community Officer Team leader to support and develop all aspects of the services.



People:

Recruit, conduct, train, support and supervise the Home from Hospital volunteers in line with the charity’s policies and procedures.

Conduct a structured supervision every 2 months with the volunteers.

Work with staff in the other Home from Hospital services across West Sussex to ensure that the Home from Hospital service is co-ordinated, monitored and developed effectively.Comply with the Policies and Practices of AUKHD as set out in the Staff Handbook.

To attend staff forum meetings twice annually.

To attend mandatory and other training as required.

Finance and Administration:

To ensure that accurate records are maintained of client support, volunteer supervision and volunteer training.

Top ensure that records, data and client evaluations from the services are collected and analysed and to provide monitoring reports required by WSCC Adult Social Care and Age UK Horsham District and other reports as necessary.

To keep up to date with service developments and to recommend improvements to the Home from Hospital service on the basis of new innovation and good practice.

Participate fully in Client Facing team meetings and other meetings as appropriate.

Community:

Work with the Community Officer Team Leader and other members of the team to effectively promote the services to ensure that they are accessible to all vulnerable adults who meet the service criteria.

To take every opportunity to effectively promote the service and other services offered by the charity throughout the District.

Liaise with other voluntary and statutory organisations. To ensure work delivered in the district relates to the organizational values and strategy.

Quality:

Ensure compliance with internal Quality Assurance standards and Age UK Advice Quality Programme and the Age UK Organisational standards and guidelines.

Put clients’ needs at the heart of all services and activities.

Ensure that effective and regular processes for user feedback and engagement are in place. That suggestions, comments and complaints are recorded, communicated and acted upon.

To conduct any other duties as required by the CEO which are commensurate with the responsibilities of the post.



Sustainability:

To actively protect the environment by increasing recycling rates; saving energy and promoting sustainability in our plans and actions.

NOTE: The post holder will be subject to an enhanced DBS check.



PERSON SPECIFICATION

Job title: Home from Hospital & Relative Support CoordinatorCriteria:-E= Essential D = Desirable

E or D

Experience

Experience of working in a support/caring service for people in later life/vulnerable adults (paid or voluntary) and an understanding of the issues that affect their lives.

Experience of delivering and developing related services to ensure the provision of a person centred service (.e.g. referral criteria, assessment processes, client feedback mechanisms)

Experience of case work and using a client working system

Experience/knowledge of using risk assessment processes in relation to service delivery and person centred care

E

E

E

D



Knowledge & Skills

Sound knowledge of local agencies and the referral processes that assist people in later life with independent living.

Good understanding of support to navigate the transition of their relatives in hospital and going into a care home or accessing care in their own homes

A demonstrable understanding of how to engage, motivate and retain volunteers in service delivery.

Excellent organisational skills and an ability to work flexibly, on own initiative and under pressure

Competency in use of Microsoft Office applications (Word, Access, Excel, Outlook)

Knowledge of the following procedures: first aid, health and safety and safeguarding adults at risk

E

E

E

E

D

E

Geographical knowledge of Horsham District

An understanding of the principles of Equality and Diversity in service delivery.

Good communication skills, both oral and written, with clients, hospital teams and other agencies

D

E

E

CompetenciesPatience and a sense of humour

An understanding of the need for discretion and confidentiality

Creativity and flair to develop new ways of delivering support services

E

E

E

Other RequirementsAbility to travel within Horsham District

Ability to work flexibly with some evening and weekend work if required

An understanding and appreciation of health and safety regulations

Self-motivated and able to use own initiative

Full driving licence and access to a car for work purposes

E

E

E

E

E

Appendix 2Age UK Horsham District welcomes applications regardless of gender, age, ethnic background, disability, sexuality or religion. Please ensure that you also complete the Age UK Horsham District equal opportunities form.

Equal opportunities Monitoring Form

Please help us by completing this form. We use this information to monitor the effectiveness of our equal opportunities policy. Your answers will be treated as confidential. This form will be filed separately from your application.Name and the job applied forName: Which role have you applied for?

Community Officer Team Leader

Are you: Male Female (please circle)Do you have: Dependent children? and/or Other dependents

Your ethnic originHow would you describe your ethnic origin?Ethnic origin refers to members of an ethnic group who share the same cultural background and identity. These categories are approved by the Commission for Racial Equality.Black African Black Caribbean

Bangladeshi Black other (please specify)

Chinese Indian

Pakistani White

Any other ethnic group (please specify)

Do you consider yourself to be disabled? (please circle) Yes No

If “Yes” please give details of any special equipment or arrangements that would help you to do your job most effectively.

Signature: Date:

Thank you for completing this form.

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