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

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.

contact referrers or participants for missing information, and prepare each

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

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.

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.

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

recording the service handed to and informing the referrer.

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

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.

everyone, arranging interpreters, accessible formats or alternative ways to

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

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

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

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

complex or stalled cases and planned discharges.

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

and circulate the action log promptly.

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

signposting agreed at MDT, sending referral information securely to partners

and confirming receipt.

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.

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

record using the agreed templates.

administration for participants under WorkWell care, sending notes to

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

instructions.

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

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

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

information governance policies.

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

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

status, outcomes and dates.

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

satisfaction surveys, chasing incomplete returns.

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

information submission and quarterly KPI reports for review by the WorkWell

Service Manager, flagging data gaps and performance against thresholds.

Triage Audit by extracting samples, collating records and recording findings

for the Advanced Nurse Practitioner.

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

compliments and complaints.

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

participants, referrers and employers professionally and with empathy.

referral partners and local services across the six neighbourhood areas.

joint assessments at neighbourhood sites, including collocated Connect to Work

venues where agreed.

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

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

templates and standard operating procedures during mobilisation and as the

service matures.

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

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

smoothly.

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

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

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

handovers and avoid duplication.

information about WorkWell to referrers, participants and employers, promoting

the service where required.

2.1 Other Responsibilities

escalation procedure so that urgent clinical or safeguarding concerns reach the

Advanced Nurse Practitioner immediately.

during absence to protect the one working day triage standard.

engagement activity, including surveys and feedback sessions.

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:

Care by supporting workforce development and improving patient access.

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

improvement.

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

sharing, and opportunities for at scale working.

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

population.

clinicians, administrative teams, and practice organisations across Norfolk.

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

ways.

Qualifications

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

Experience

Skills and Abilities