Role Profiles_ Job Descriptions and Person Specifications

							                     NORTH EAST COUNCIL ON ADDICTIONS
                                  JOB DESCRIPTION


Job Title        Receptionist


Location         Cornwallis Street, South Shields
                 NECA reserves the right to change the postholder’s place of work


Line Manager     Senior Administrator


Accountable to   Area Manager / Director of Services


                 To be an efficient and approachable first point of contact for all service
Purpose of Job
                 users, carers and internal / external agencies.

                 To manage the room booking system within the centre and make
                 appointments working closely with other staff and service users.

                 Handle incoming, transfer and outgoing phone calls recording them and
                 taking messages according to policy and procedure.

                 Open and record incoming/outgoing mail.

                 To support the senior administrator in the development of systems and
                 procedures relevant to the efficient working of the Centre.




February 2010                               1
Principle Responsibilities
Be the first point of contact on reception, providing a friendly and knowledgeable service for
all who attend.

Interact appropriately with service users ensuring minimal interpersonal conflict, dealing with
any situations that may arise according to procedures.

Operate and maintain the telephone system, keeping accurate records of all incoming calls
and dealing with queries/faults as they arise.

Ensure all messages are passed onto the relevant persons promptly and accurately.

To ensure that the reception area is secure, safe and tidy.

To monitor the through flow of people through reception and ensure health and safety
policies are adhered to.

To complete room bookings and make appointments working closely with other staff and
service users. Becoming familiar with computerised room booking systems

To complete basic filing, letter writing and clerical duties.

Develop good working relationships with partner agencies, ensuring a trustworthy and
effective service is available to all.

To undertake any other relevant duties required by the Senior Administrator/Project
Manager/Area Manager and commensurate with the responsibilities of the post.

Other requirements
To ensure that any actions taken whilst carrying out duties are in line with Policies and
Procedures and are appropriately recorded, thus ensuring client confidentiality, personal
safety and safety of colleagues is maintained at all times.

Agree details of tasks to be carried out, and the time scales for implementation of such
tasks, with the senior administrator.

Take personal responsibility for ensuring the quality of services offered to service users and
partner agencies.

Contribute to the development of services in general.

Staff & Supervision
To seek and accept line management supervision on a regular basis from the line manager,
and to attend training courses as required, in line with professional development needs.

Attend and contribute to team meetings and any other relevant group or forum, related to the
duties and responsibilities of the post.

To undertake any other task which may be deemed appropriate to the post

Quality
NECA aim to offer a quality service at all times and are committed to promoting continual
improvement throughout all services delivered. All staff are expected to share this aim and
contribute towards upholding and enhancing further the standard and quality of service
delivered throughout NECA.



February 2010                                    2
Core Value Requirements
To comply with the values and ethos of the organisation, as set out in the Code Of Conduct.

Comply with Operational, Human Resources, and Health and Safety Polices and
Procedures, where appropriate.

Support and uphold the principles contained in the Equality And Diversity Policy; whereby
equality of opportunity between men and women is promoted and unlawful discrimination
and harassment is not tolerated.
Support and uphold the principles contained in the Dignity At Work Policy; to treat your
colleagues politely, fairly and with dignity and respect and to value differences in others.
Issues relating to NECA business may only be communicated to external bodies with the
permission of the Line Manager.




February 2010                                  3
Role Profile - Units of national occupational standards
Number             Title
AA1: Recognise indications of substance misuse and refer individuals to specialists

BD1: Provide facilities for your organisation

BE1: Establish information management and communication systems

BE4: Supplying information for management control

BE6: Preparing reports and returns

GEN35: Provide supervision to other individuals

GEN36: Make use of supervision

GEN48: Promote your organisation and its services to stakeholders

HSC22: Support the health and safety of yourself and individuals

HSC31: Promote effective communication for and about individuals

HSC32: Promote, monitor and maintain health, safety and security in the working
environment

HSC33: Reflect on and develop your practice

HSC3111: Promote the equality, diversity, rights and responsibilities of individuals

HSC3115: Receive, analyse, process, use and store information

M&L A3: Develop your personal networks

M&L B1: Develop and implement operational plans for your area of responsibility

M&L B6: Provide leadership in your area of responsibility

M&L D1: Develop productive working relationships with colleagues

M&L D6: Allocate and monitor the progress and quality of work in your area of responsibility

M&L E6: Ensure health and safety requirements are met in your area of responsibility




February 2010                                   4
Person Specification – Essential Criteria
Knowledge
Equality and Diversity Practices
Software packages including databases, spreadsheets, word processing
Understanding of substance misuse


Skills / Personal Attributes
Ability to work on own initiative and as part of a team
Excellent verbal and written communication skills
High level of interpersonal skills
Ability to provide efficient and effective reception service in a busy environment
Computer / ITC. Experience of using Outlook express for room bookings and appointment
diaries
Ability to meet deadlines
Personal Attribute - Commitment
Personal Attribute - Integrity and confidentiality
Personal Attribute - Assertiveness


Experience
Reception work / relevant background
Desirable - Working with client group in relevant background


Qualifications
Good basic standard of education
Ideally, NVQ Administration
Word processing / IT
The above attributes are essential criteria without which a candidate would not
normally be short listed for interview.




February 2010                                    5
Terms of Employment
Salary                       £12878 per annum

Hours of work                35 hours per week.

Annual Leave                 The post holder will be entitled to 4.8 weeks annual leave in
                             the first year of employment and 6 weeks thereafter, plus all
                             bank and statutory holidays.


Sick Pay (OSP)                The post holder will after six months service receive an
                             allowance of four weeks full pay and four weeks half pay;
                             after one years service six weeks full pay and six weeks
                             half pay; (less statutory sick pay); within each period of
                             12 months commencing on the first day of sickness
                             absence.


Allowances                   Expenses for travel whilst on NECA business are claimable, in
                             the case of car mileage according to the prevailing rate set by
                             the Inland Revenue, and in the case of public transport, at
                             cost. Staff who agree to use their car must have insurance
                             cover which includes business use.

Stakeholder Pension          You have the option to join a Stakeholder Pension Scheme
                             with Scottish Widows. If you contribute 3% of your salary,
                             NECA will contribute an equal amount.


NECA is an organisation which is exempt from the spent convictions clauses of the
Rehabilitation Of Offenders Act

NECA aims to be an equality and diversity employer

NECA reserves the right to amend or add to Job Descriptions


Benefits
Health Care Benefit          You have the option to join BUPA. There is no direct cost,
                             although this benefit incurs a taxable payment. In addition the
                             provision exists to include dependents, the cost to the
                             employee varies according to individual circumstances of the
                             persons covered.

Death In Service Benefit     Lump sum payment of two times salary.
                             (Eligibility age 18 to 65. Post 65 subject to Deferred
                             Retirement Declaration)

Childcare Voucher            You have the option to participate by salary sacrifice.
Scheme




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