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Integrated Service Lead

Norfolk Community Health and Care NHS Trust
Depending on experience
Closing date
2 Jul 2024

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Other Health Profession
Band 8A
Contract Type
Full Time
A unique Service Lead opportunity has arisen to jointly lead the NCH& C Operations Centre and the Community Access Team within the Community Beds & System Operations portfolio at a point of service development.

This is an integrated post between Norfolk County Council and NCH& C, supervising the Team Lead for the Community Access Team based at the Norfolk and Norwich University Hospital, and the Operations Centre Team based at Norwich Community Hospital.

We require an enthusiastic, autonomous and motivated individual with experience leading a team and operations management in a clinical setting. This is a great opportunity for someone who thrives in a fast paced, dynamic environment and is looking to develop their experience of operations management.

The post holder will work closely with peer Service Leads, the Head of Service and system partners to provide managerial coordination of actions in response to internal and external pressures that may affect operational flow.

Main duties of the job

This is a pivotal role within the organisation with opportunities for the successful applicant to lead service developments and initiatives across the Trust and the wider system, for example the Willow Unit and Intermediate Care Home Beds service.

Duties include supervision of Operations Managers and Team Lead.

Senior overview of the functioning of the Operations Centre and the Community Access Team working collaboratively with Community Beds and System Ops colleagues, including Ward Managers, and close working with Senior Management Teams within the Places and across the Integrated Care System.

To lead on managing any capacity issues and the effective implementation of escalation procedures within the Trust or as required to support the wider system to manage the presented demand being placed upon it.

Building and maintaining strong multiagency relationships with system partners and to represent NCHC and NCC strategically.

About us

This is an exciting opportunity to commence a role in welcoming teams, both of which have high profiles across the organisations.

Working collaboratively and system wide to embrace and deliver the ambitions of Norfolk's Discharge to Assess Model, this Service Lead role will lead service improvements across the portfolio, wider Trust and the ICS.

The post is for 37.5 hours a week. Please contact the recruiting manager to discuss any variation to this.

Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.

Job description

Job responsibilities

To provide direct leadership to the Community Access Team Lead and alongside the Service Lead Operations Centre - the Operations Managers and Discharge Co-ordinators.

This post is integral to the delivery of safe, effective, consistent and high-quality admissions, transfer and discharge services for patients and their care givers.

To achieve this, the post holder must show sound clinical judgment regarding appropriate patient placement at times of extreme service pressures.

For both NCC and NCH& C take a lead role and contribute to delegated strategic projects, representing both organisations at a strategic level and lead on the development of new processes and projects.

Develop and maintain effective communications systems via the Operations Centre, to ensure that information on capacity is kept up to date and used to inform decision making.

To have an excellent working knowledge of key operational priorities, legislation, and procedures across health and social care.

Develop and maintain strong, transparent working relationships with key stake holders.

Instigate, and actively participate in the development of operational strategies and project management.

Provide highly visible and inspiring leadership, championing a professional and open culture which empowers staff to consistently deliver high quality care with compassion acting as a role model for the behaviours and high professional standards expected.

Monitor service activity and ensure that quality, standards and performance are in accordance with agreed objectives and if there is recognised variance, to act on this to resolve any issues.

Deputise for the Head of Community Beds and System Operations.

Person Specification

Education/ Qualification


  • Registered Social Care/Health professional or equivalent educated to First Degree level or equivalent experience
  • Current registration to a professional body
  • Educated to First Degree level or equivalent experience


  • Masters level education or equivalent experience

Skills, Abilities and Knowledge


  • Knowledge of current Health and Social Care policies and political awareness
  • Excellent communication skills, verbal and written
  • Analytical skills, with the ability to problem solve complex situations
  • A track record of successful service & policy development & implementation
  • Experience of working in partnership with multi-disciplinary team
  • Influencing skills and ability to negotiate at all levels
  • Ability to work across professional boundaries
  • Experience of strategic deployment of workforce to deliver a service
  • Excellent interpersonal skills eg empathy and diplomacy
  • Ability to manage stressful situations
  • Have advanced IT/ keyboard skills
  • Will be able to make own travel arrangements
  • Evidence of managing change within a clinical environment
  • Project management
  • Highly developed interpersonal skills with attention to details
  • Able to use own initiative
  • Experience of staff recruitment induction, career development and appraisal
  • Financial management experience and responsibility
  • Good interpersonal skills
  • Evidence tact & diplomacy
  • Empathy & sensitivity
  • Good observational & reporting skills


  • Working knowledge of service-user/patient IT systems
  • Past experience of managing change
  • Understanding of the wider health-care system, and outside agencies



  • Managerial experience at ward/departmental level
  • Experience of working in a multi-agency environment
  • Experience of leading a team
  • A track record of successful service & policy development & implementation
  • Working knowledge of current issues within clinical practice and service development
  • A good understanding of the drivers and constraints around effective patient flow
  • Experience of data analysis and audit processes
  • Significant experience at a relevant level
  • Experience of managing budgets


  • Evidence of post graduate development
  • Experience of high level report writing

Employer details

Employer name

Norfolk Community Health and Care NHS Trust


Norwich Community Hospital



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