Secure Services Receptionist

To act as the first point of contact and provide initial welcome to all patients, visitors and staff.

To provide a professional reception service working to the principle security starts at the front door.

To provide a quality customer care service which positively reflects the values of the organisation and will provide effective customer care is maintained for all patients, visitors and staff.

To maintain the reception waiting area so that is welcoming and comfortable for visitors. To support provision of information available to visitors; to include digital displays, noticeboards, leaflets, and welcome / information packs.

To maintain physical and procedural security of the secure reception and non-clinical area including perimeter checks, audits of restricted items, observe patient searches.

To operate the safety and security systems managed from the secure reception.

To support staff in maintaining physical and procedural security throughout the service.

To support the team with management of the environment to include coordination of maintenance and repairs.

To support the team with administration and communication to provide efficiency and records maintained to a high standard.

This role involves a lot of walking.

Please note that this role is not eligible for sponsorship under the Skilled Worker route.

Please note that Livewell may close the job advertisement earlier than the specified deadline.

All staff are expected to be able and willing to work across a 7 day service.

People management

Ensure all visitors entering the building are welcomed, have identification checked, are asked to sign in and hand washing facilities are signposted.

Respond, using a helpful and problem-solving approach, to all queries and requests for assistance from staff and other visitors.

Ensure all entry and exit of service users, staff, visitors and deliveries is via external airlock (unless emergency access is required).

Ensure all service users enter and exit the building safely under the direction of nursing staff.

Ensure service users are not permitted through the internal airlock until searches have been completed.

Receive and make telephone calls, using a helpful and problem-solving approach. Re-direct calls and take messages as appropriate.

Communicate via staff radio as appropriate.

Engage appropriately with all service users and report any change in presentation or conflict promptly to nurse in charge.

Monitor service users in the reception area and report any concerns to the nurse in charge.

Support the nursing team as the witness for any ‘green’ search conducted in line with Lee Mill RAG protocol when patients return from leave, or any items brought by visitors.

Delivery of initial security inductions to all new staff.

Processing of visitors to the service; to include explanation of prohibited and restricted items and appropriate storage of these items. Completion of required identity checks, completion of required documentation and issuing of visitors badge.

Processing of workmen / contractors visiting the service; to include explanation of prohibited and restricted items and appropriate storage of these items. Completion of required identity checks, completion of required documentation and issuing of visitors badge.

Ensure all regular maintenance is completed in a timely manner to include fire equipment, PAT testing of items and labelling new electronic equipment. Report any discrepancies to security lead and management team.

Follow local security procedure for the allocation of master keys and alarms.

Support logging, ordering, replacement, and reconciliation of broken keys as per local security procedure.

Ensure lone worker devices are charged, in good working order & all checks completed.

Operate effective signing in and out procedures that are compliant with local fire procedures.

Complete all non-clinical security checks required to maintain the safety of the ward.

Monitor and supply patient restricted items, keeping an up to date record of items and ensuring no items are unaccounted for.

Complete daily audit of restricted items and follow local procedure if items are missing.

Complete regular checks of SAS and fire alarm systems

Record and distribute mail to service users, ensuring that all parcels are opened in the presence of the service user, prior to entering the ward and contents are checked for restricted/prohibited items. Any restricted/prohibited items found to be managed in line with unit policy

Open and sort the mail for staff according to agreed procedures.

Ensure security handover is completed to NIC and security nurse each shift with any breaches escalated as per unit policy.

Complete “security estates log” paperwork when logging any security related jobs with estates (in addition to electronic log).

Ensure management team and security lead are informed of all security related estate logs via email.

The environment

Complete audits and inspections of the building, reporting any repairs to the relevant department promptly.

Ensure that the reception and waiting areas are kept safe and tidy.

To inform the estates department of any works that need to be undertaken on the unit and keep accurate records, monitor completion and report back outstanding works to the clinical team on a weekly basis.

Ensure NIC is informed of any estates/contractors entering the patient area before allowing access.

Notify the NIC of any testing/maintenance being carried out on the unit and escort contractors/estates to complete in patient areas.

Follow agreed procedure for access to loft space for any estates/contractors.

Complete perimeter check twice daily and associated records including any breaches and escalation process if damage is found.

Support and implement the emergency and contingency planning situations that may arise within the service.

Undertake any administrative/ secretarial tasks requested by the unit manager and the clinical team.

Arrange appointments and access to and manage diaries for the clinical team.

Have up to date knowledge of computer systems.

Plan, ensure the smooth running of and take minutes of meetings.

Scan correspondence and reports into the computerised record, ensuring that they can be easily retrieved.

Photocopy, laminate or disseminate relevant documents at request of the team.

Ensure that the telephone system is operational at the beginning of each day switched over at the appropriate times. Report any difficulties with the operation of the telephone system.

Use internal and external mail and the internet to keep up to date and to send and receive messages.

Financial and/or physical resources

To follow agreed processes in the allocation of petty cash and patient monies.

Complete daily audit of money held in unit safe with another staff member and follow escalation process for discrepancies.

To place orders required for the secure services on EPROC and receipt.

Support liaison with couriers and use of systems to ensure secure delivery of post, items to and from pharmacy, and samples to pathology services. Receive deliveries.

Support liaison with appropriate departments concerning the unit vehicles; e.g. service, maintenance, repair, processing of penalty notices, processing of fuel receipts.

Support the team to maintain accurate levels of equipment on the ward, to include PPE, and implementing timely stock ordering to prevent running out

Storage and use of photographic equipment, including e-storage of photographs of visitors, staff, patients and any photographs that may be required as evidence to provide to the police.

Correct storage, charging and issuing of mobile telephones and lone worker devices.

Provide a communication link for staff working with patients in the community that will enable an appropriate and timely response in the event of an untoward incident.

Issuing of unit vehicle keys and fuel card, including using system to ensure security / safety checks are completed on vehicle.

Operate systems for staff to book unit vehicles, book clinical areas / services, book rooms as per local guidance.

Hold details of lone working staff.

Livewell Southwest is an independent, award-winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs.

As an organisation with a strong social conscience we are guided by our values, kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability, while empowering staff and those we serve.

We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives.

We prioritise employees' development, offering protected CPD time, training pathways, leadership programs, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programs ensure a smooth transition into our organisation.

Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro-diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert.

Qualifications

Desirable: - GCSE English; - NVQ II Customer Care

Experience

Essential: - Experience of working in a reception

Desirable: - Experience working in a mental health setting; - Understanding of the service; - Understanding of security

What our Service Users expect of this post holder: