Patch Administrator

JOB PURPOSE

The purpose of this role is to work with administration team and other regional colleagues to deliver Case Management and related administration which complies with RCN corporate protocols, tasks, and processes, in the management of member cases and activist support within a designated geographic area. The role provides administrative support to specific Senior RCN Officers / RCN Officers and liaises with external partners, such as HSC Trust HR departments, in organising representational meetings for our members.

KEY RESPONSIBILITIES 1. Specific role responsibilities 1.1 Case Management Administration and Member Support • Ensure all communications received in relation to member issues / cases are dealt with promptly and effectively to ensure the best outcome, including RCND enquiries. This includes ensuring compliant storage and filing of documentation as appropriate. • Produce correspondence, reports, statements and any other documentation in relation to the region and member case requirements (as requested by a Senior RCN Officer or RCN Officer) according to RCN and regional standards. • Provide efficient and effective diary management to designated team member(s): • Provide a contact for external HR departments and members in organising meetings and hearing dates for representation. • Book meeting room for member meetings as required. • Make travel arrangements for designated team member(s) including booking of travel tickets and accommodation through the RCN travel provider system. • Maintain an up-to-date, efficient and effective current and archive filing system (both paper and electronic) in accordance with the case file management and associated protocols for member cases and the recording of advice on enquiries. • Communicate with members in a timely, professional and appropriate manner to ensure they are aware of progress with their case and can access all necessary information and updates easily. • Offer assistance to members, signposting them to further on-line advice or other sources of appropriate information, for example, the NMC website. • Ensure that messages for Senior RCN Officers and RCN Officers are clear, concise and accurate and, if necessary, prioritised for action • Administration of updates to member case files and the membership database ensuring RCN case management standards and other relevant protocols are adhered to. • Provide any relevant information to members, staff and external partners in order to progress their enquiry/request within designated RCN processes and systems. • Provide administrative support to RCN Officer with all activity associated with recruitment and retention of RCN representatives including accreditation, learning and development. • To provide administrative support to RCN Officer in support of all activity associated with annual general meetings/meetings, development of branch plans, branch reports and branch activities including branch development.

1.2 Recruitment and Retention • Assist Senior RCN Officers and RCN Officers with the organisation and delivery of recruitment and retention activities as required within your patch. • Take part in events and actively promote membership of the RCN to the whole nursing team. 1.3 Customer Service • Ensure that all working practices deliver excellent customer service to our members and all internal and external customers, meeting the RCN Customer Service Standards 2. Additional responsibilities 2.1 Treat colleagues, members, customers and others with respect in line with our values and Our Respect Charter. 2.2 Champion equality, diversity, inclusion and human rights and be responsible for contributing to achieving the commitments set out in the RCN Group Equality, diversity and inclusion statement. 2.3 Comply with the RCN Data Protection Policy, Retention Schedule and department procedures to ensure personal data is protected at all times. 2.4 Maximise all opportunities available to encourage member recruitment and promote the benefits of joining the RCN. Promote the RCN as the organisation that represents nurses and nursing, and that promotes excellent in practice and shapes health policies. 2.5 Undertake any other duties as requested in line with the job role.

1. Knowledge, training and qualifications

Essential • Excellent standards of literacy and numeracy • An understanding of confidentiality and data protection

2. Experience

Essential • Experience of working in a fast-moving customer service environment and delivering a high level of customer satisfaction • Experience of providing and gathering information to support internal and external stakeholders • Experience of working within a team environment • Experience of contributing to and implementing professional standards and processes • Experience of maintaining office systems, including filing and databases • Experience of building strong and successful relationships with both internal and external stakeholders 3. Skills • Ability to use Microsoft Office Packages including Word, Excel, PowerPoint, email, internet and diary software • Ability to manage competing demands whilst maintaining a calm, measured & professional service • Ability to manage stakeholder expectations around what can be delivered within clear professional boundaries CRITERIA A/F A I • Within a team environment be able to share knowledge, learn from feedback, contribute ideas and demonstrate initiative • Able to maintain attention to detail & accuracy when recording information or carrying out a task whilst working within tight timescales under pressure • Ability to work with confidential and sensitive information with discretion • Ability to undertake key administration tasks including but not restricted to minute taking, filing, taking accurate messages, organising meetings, updating databases, and coordinating diaries • Ability to maintain resilience in challenging circumstances whilst retaining a positive outlook • Ability to prioritise and plan own workload ✓ ✓ • Excellent written and oral communication skills to meet the needs of a variety of stakeholders 4. Other requirements

Essential • Contribute to the successful outcomes of corporate, national and regional projects • A commitment to and understanding of issues of equality and diversity • Commitment and evidence of continuous professional development • Ability and flexibility to travel with occasional overnight stays around usual working hours

Salary: £28,998 to £31,326 pro rata