Pall 24 Care Co Ordinator

Job Purpose and scope
The Care Coordinator will play a key role in coordinating referrals, supporting the registered nurse, and ensuring individuals and families receive timely, compassionate, and well coordinated palliative care.

To Co-ordinate patients care through the 24-hour advice and support line; enabling patients to remain in their preferred place of care for as long as possible.

Where possible work towards preventing avoidable hospital admissions by working collaboratively with internal and external health care colleagues.

Ensuring joined up working with colleagues and health care teams involved in the patients care; to ensure maximum support and care is provided to the patient and their families/carers.

Together with other members of staff, maintain standards that will ensure that the care provided is of the highest possible quality, within the resources available.

To work collaboratively as part of a multi-disciplinary team, demonstrating the values of St Lukes Hospice.

To work flexibly within the service as required to ensure continuity of patient care and service delivery.

Key Working Relationships
• Pall 24 Nurse / Pall 24 Lead
• Hospices
• Clinical nurse Specialists
• London Ambulance Service
• GPs, District Nurses, Community Teams
• Social Care and Voluntary Sector Partners
• Patients, carers, and families

Main Duties & Responsibilities
Professional and Clinical:
- Demonstrate understanding of palliative and end-of-life care principles, including symptom awareness, psychosocial needs, and holistic assessment.
- Recognise red flags, deterioration, and safeguarding concerns, escalating appropriately.
- Apply knowledge to support effective signposting to internal and external services.

- Maintain awareness of boundaries and work within scope of practice
- Act as a point of contact for clinical enquiries via telephone
- Triage and prioritise referrals alongside the registered nurse based on urgency, complexity, and risk.
- Ensure that all patients receive a welcome phonecall and service information via text
- Monitor and manage the email inbox with the registered nurse
- Support the smooth flow of information across services and teams.
- Liaise with internal and external professionals to support coordinated, person-centred care.
- To report and record accidents and incidents.
- To be an ambassador for the charity.
- To uphold the values of the Hospice
- To maintain the best appearance of your immediate working area.
- To demonstrate a positive and supportive attitude to staff and volunteers.
- Respect confidentiality applying to all Hospice areas.
- To promote the safeguarding and welfare of children, young people and vulnerable adults
- To adhere to the Infection prevention and Control Policies and Procedures set by the charity and the Care Quality Commission.
- To conduct yourself at all times with complete integrity, respecting professional dignity and ensuring that actions enhance the reputation of themselves and the charity.

Learning and Development
- To attend and contribute to the clinical supervision sessions and learning programmes provided by the Hospice.

- Participate in appropriate internal and external educational programmes including attendance at mandatory training as required.
- Under the guidance of the registered nurses, participate in the induction and
orientation of new staff /students and volunteers.
- Participate in own Individual Performance Review on an annual basis and be willing to receive further training as identified through this process.
- To be responsible for liaison with your line manager regarding your own development needs.

General Responsibilities:
- To demonstrate St Luke's Hospice values at all times, in all interactions with managers, colleagues, staff, volunteers, customers, donors and members of the
general public.
- Be aware of the procedure to follow in the event of fire and other emergencies.
- To report to your line manager/nurse in charge any incidents or accidents including data breeches that may occur in your working environment and ensure compliance with the terms of the health and Safety at Work act.
- Participate in the ongoing system of performance review. Ensure e- learning is kept up to date for self and others.
- To undertake any other reasonable duties as required.
- To have the highest regard for the principles of confidentiality and at no time disclose confidential information inappropriately

EQUAL OPPORTUNITIES
Comply with and promote St. Luke's Hospice Equal Opportunity Policy and avoid any behavior which discriminates against colleagues, potential employees, patients/clients or their families on the grounds of sex, marital status, race, age, belief, color, nationality, ethnic or national origins, religion, disability, creed, class, gender or sexual orientation.

MISSION & CORE VALUES
All Hospice staff are expected to work in line with St Luke's Mission & Core Values as these precepts act as a value base which directly influences how all work activities are undertaken. The ethos of the Hospice should be apparent in the behaviors and attitudes of all employees as the work they undertake, whether it is direct or indirect care is ultimately for the benefit of patients. The Mission and Core Values are an integral part of all job descriptions, the probationary period and performance and development reviews.

Person Specification

Qualifications

• Good standard of literacy and numeracy (GCSE English and Maths or equivalent).
• Level 3 in Health & Social Care

Experience

• Experience coordinating appointments, referrals or patient pathways
• Experience working within multidisciplinary teams and handling confidential information
• An Understanding of Palliative Care
• Understanding of confidentiality and information governance.
• Understands the work of the primary health care team
• Understanding of palliative care services available in the local area (desirable)
• Care of patients in the community with a palliative diagnosis (desirable)
• Demonstrable commitment to professional and personal development

Skills & Knowledge

• Good interpersonal and communication skills working with: patients, families, carers and professionals
• Professional and friendly telephone manner
• Ability to work with others and unsupervised
• Ability to work under pressure
• Accurate and methodical approach to work
• Organised and able to prioritise and adapt to presenting situations
• An understanding of the importance of Safeguarding adults
• Ability to problem solve
• Willing to undertake direction and delegated duties reporting concerns
• IT skills
• Previous use of Emis or other electronic record systems (desirable)
• Experience of supporting people in a crisis (desirable)

Personal Qualities

• Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting lifestyles and diversity
• Use appropriate coping strategies and seek supervision or support when
  needed
• Drive and enthusiasm
• Ability to work autonomously and as an effective member of a team, using initiative
• Ability to prioritise effectively and produce work to high standards under pressure
• Excellent communication/ interpersonal skills including ability to network, build and sustain relationships

Attitudes & Values

• A commitment to the vision, values, and objectives of St Luke's Hospice
• Team Player
• Understanding and commitment to the Hospice's Equal Opportunities policy
• Ability to maintain confidentiality
• Able to use own initiative