WorkWell Norfolk SPOA and MDT Administrator

Employed by NPC and working within the WorkWell Norfolk service,

the SPOA and MDT Administrator is the first point of contact for referrers and

participants and keeps the WorkWell Single Point of Access (SPOA) running

smoothly. The postholder receives and logs every referral, gathers the

information needed for triage, completes initial non-clinical screening under

the clinical oversight of the Advanced Nurse Practitioner, and makes sure

accepted referrals reach a local Work and Health Coach the same day, so the

service meets its one working day triage standard.

The postholder also

provides full administrative support to the WorkWell Multidisciplinary Team

(MDT), and maintains the accurate participant records, SNOMED coding and

management information that the ICB and the national DWP/DHSC team require each

month. The role suits someone who is highly organised, accurate and calm under

pressure, handles sensitive information with discretion, and is positive about

helping to mobilise a new service.

1.1 Single Point of Access and Referral Management

• Receive, acknowledge and log all

referrals to the Norfolk WorkWell SPOA from every source (self-referral, GP and

primary care, employers with consent, VCFSE, Local Authority and DWP partners,

education and Population Health Management case finding), in every accepted

format, including email, online and paper.

• Check referrals are complete,

contact referrers or participants for missing information, and prepare each

referral for triage so it can be completed within one working day of receipt.

• Undertake initial non-clinical

screening of referrals against the WorkWell acceptance criteria using the

agreed triage protocol, passing every referral to the Advanced Nurse

Practitioner for clinical review and

escalating any indication of risk (including suicide or self-harm) immediately.

• Allocate accepted referrals to

the appropriate local Work and Health Coach across the six Norfolk

neighbourhood areas (North Norfolk, Breckland, Norwich, South Norfolk, Great

Yarmouth, King's Lynn and West Norfolk), tracking contact within one working day

and first assessment within three working days.

• Arrange warm handovers for

referrals not appropriate for WorkWell under a no wrong door approach,

recording the service handed to and informing the referrer.

• Coordinate cross-border referrals

with the Suffolk WorkWell SPOA, recording participant choice and handover.

• Monitor referrals returned to the

SPOA where contact has not been achieved within five working days, adding them

to the MDT agenda and completing agreed actions with the person and referrer.

• Make the SPOA accessible to

everyone, arranging interpreters, accessible formats or alternative ways to

engage for participants facing language, literacy, digital or other barriers.

1.2 MDT Coordination and Support

• Schedule WorkWell MDT meetings

[frequency TBC, e.g. weekly], coordinating attendance of clinical and

non-clinical members and circulating the agenda and case list in advance.

• Compile the case list with the

MDT Chair, including new referrals needing MDT input, returned referrals,

complex or stalled cases and planned discharges.

• Take accurate minutes of MDT

decisions, rationale and actions, record outcomes in each participant's record,

and circulate the action log promptly.

• Track MDT actions to completion,

following up with owners and reporting overdue actions to the MDT Chair.

• Process onward referrals and

signposting agreed at MDT, sending referral information securely to partners

and confirming receipt.

1.3 Records, Coding and GP Communication

• Maintain accurate, up to date

electronic participant records, ensuring information is recorded once and

available to all members of the team, so participants only need to tell their

story once.

• Apply the WorkWell SNOMED code to

each accepted participant and send updates to the participant's GP clinical

record using the agreed templates.

• Process fit note (Med3)

administration for participants under WorkWell care, sending notes to

participants and updating GP practices in line with the clinician's

instructions.

• Issue discharge letters to

participants and GPs, and send the 12-week post-discharge follow-up contact to

ascertain health and employment status (contractual threshold 50%).

• Handle person identifiable data

securely in line with UK GDPR, the WorkWell data sharing agreements and NPC

information governance policies.

1.4 Management Information and Reporting

• Collect and validate the

mandatory DWP/DHSC management information for every participant (Appendix B of

the service specification), including demographics, health barriers, employment

status, outcomes and dates.

• Record baseline and discharge

EQ-5D and Attitudes to Work and Health questionnaires and participant

satisfaction surveys, chasing incomplete returns.

• Collect data on time from

sub-contractors and delivery partners so the monthly return is complete.

• Prepare the monthly management

information submission and quarterly KPI reports for review by the WorkWell

Service Manager, flagging data gaps and performance against thresholds.

• Support the quarterly Clinical

Triage Audit by extracting samples, collating records and recording findings

for the Advanced Nurse Practitioner.

• Maintain the service's trackers

and logs, including referrals, waiting times, onward referrals, incidents and

compliments and complaints.

1.5 Team and Service Support

• Act as the first point of contact

for telephone and email enquiries to the SPOA, handling calls from

participants, referrers and employers professionally and with empathy.

• Maintain the directory of onward

referral partners and local services across the six neighbourhood areas.

• Book rooms, appointments and

joint assessments at neighbourhood sites, including collocated Connect to Work

venues where agreed.

• Keep records of staff mandatory

training (including Oliver McGowan training on learning disability and autism),

DBS checks and induction, so evidence can be given to the ICB on request.

• Help develop SPOA processes,

templates and standard operating procedures during mobilisation and as the

service matures.

2. Communication and Stakeholder Engagement

• Build effective working

relationships with GP practices, PCNs and WorkWell Norfolk stakeholders as the

main source of referrals, helping referral and record sharing arrangements work

smoothly.

• Communicate clearly and

sensitively with participants, many of whom will have mental health needs,

recognising when to pass a call or concern to a clinician without delay.

• Liaise with the Suffolk WorkWell

SPOA, the Norfolk Connect to Work SPOA and neighbourhood teams to coordinate

handovers and avoid duplication.

• Provide clear, accurate

information about WorkWell to referrers, participants and employers, promoting

the service where required.

2.1 Other Responsibilities

• Working with the WorkWell Service

Manager, Advanced Nurse Practitioner and

wider team:

• Follow and help maintain the SPOA

escalation procedure so that urgent clinical or safeguarding concerns reach the

Advanced Nurse Practitioner immediately.

• Provide cover for colleagues

during absence to protect the one working day triage standard.

• Support service evaluation and

engagement activity, including surveys and feedback sessions.

• Support the WorkWell Service

Manager with contract review meetings, papers and actions.

Undertake other ad hoc duties as requested by the WorkWell Service

Manager or Advanced Nurse Practitioner.

Norfolk Primary Care (NPC) is a Community Interest Company (CIC)

delivering clinical services across the Norfolk & Waveney region. Our

membership consists of GP practices within the area. NPC's purpose is to:

• Sustain the delivery of Primary

Care by supporting workforce development and improving patient access.

• Strengthen and enhance Primary

Care by working with, and on behalf of, local practices to drive quality

improvement.

• Support practices in addressing

key challenges such as workload pressures, GP recruitment, best practice

sharing, and opportunities for at scale working.

• Respond to the evolving landscape

of Primary Care by helping ensure services meet the needs of the local

population.

• Provide benefits to patients,

clinicians, administrative teams, and practice organisations across Norfolk.

• Work collaboratively within the

wider health system to deliver patient care in innovative, solution focused

ways.

Essential: - GCSE (or equivalent) English and Maths at grade C/4 or above; - NVQ Level 3 in Business Administration or equivalent qualification or experience; - Evidence of continuing professional development

Desirable: - AMSPAR or medical terminology qualification; - IT qualification (e.g. ECDL) or advanced Excel training; - Information governance or data protection training

Essential: - Administrative experience in a healthcare, NHS, primary care or public sector setting; - Handling and processing confidential, person identifiable information; - Managing a busy shared inbox, telephone line or referral queue to deadlines; - Accurate data entry, maintaining records and producing routine reports; - Minute taking and tracking actions for meetings; - Speaking with members of the public, including people who may be distressed or vulnerable; - Use of GP clinical systems (SystmOne and/or EMIS) and clinical coding

Desirable: - Working in a referral hub, SPOA, booking or triage administration team; - Collating data for contract monitoring or national data returns; - Working with VCFSE, Local Authority or DWP/Jobcentre Plus partners; - Supporting the set-up of a new service

Essential: - Excellent organisational skills and ability to prioritise a varied workload to daily deadlines; - High level of accuracy and attention to detail; - Good IT skills, including Microsoft Word, Excel and Outlook; - Clear, courteous and empathetic telephone and written communication; - Discretion and understanding of confidentiality; - Ability to recognise when to escalate a concern and act on it promptly; - Ability to work independently and as part of a multidisciplinary team; - Resilience and ability to stay calm under pressure

Desirable: - Advanced Excel skills (e.g. pivot tables, lookups); - Knowledge of the relationship between work and health; - Awareness of mental health and the barriers people face in accessing services