Advice Line Team Lead

St Margaret's Somerset Hospice; Taunton; In loco; GBP 49.000 - 56.000; Tempo pieno

Vantaggi offerti da questo lavoro

Life assurance cover (2x salary)

Health Cash Plans

Employee Assistance Programme with 24/

Blue Light Discount Card

Excellent learning and development

Descrizione del lavoro

St Margaret's Hospice Care in Taunton is seeking a senior nurse to lead the Access Team and shape the new ACCESS model, ensuring compassionate, timely palliative care. You will oversee triage, referrals, and frontline operations while developing a positive team culture and sustaining service transformation.

The role involves on-call rota participation and potential out-of-hours work. You will supervise recruitment, performance, and professional development, driving quality improvement across

Competenze

• Registered nurse with continued professional development in palliative care.
• Experience leading a multi-disciplinary team in a hospice setting.
• Ability to supervise triage, referral and end-of-life care pathways.
• Demonstrated commitment to education, mentorship and service improvement.

Mansioni

• Provide day-to-day operational leadership for the Access Team and transition to business-as-usual.
• Lead specialist palliative and end-of-life care practice with consistent triage standards.
• Manage recruitment, induction, rosters and performance oversight.
• Use data and quality metrics to drive service improvement and patient experience.
• Collaborate with internal teams and external services to ensure coordinated care.
• Support advance care planning and escalation pathways within the service.

Conoscenze

Leadership

Palliative care

Clinical leadership

Team development

Formazione

Registered Nurse (NMC)

NMC registration

Post-registration palliative care

Teaching/mentoring qualification

Descrizione del lavoro

Were looking for a senior nurse ready to play a pivotal leadership role at the heart of our hospice services.

• Hours: 37.5 hours, full-time (with participation in on-call rota). Part-time hours can be considered.
• Working Pattern: 9:00 am to 5:00 pm, Monday to Friday. There may occasionally be a need to work outside of these hours to meet service need.

The Advice line Team lead will work alongside our advice line specialist nurse team and our administrative team consisting of clinical coordinators. You will provide oversight of the service, providing specialist knowledge and leadership skills to promote and launch our new ACCESS team profile.

This is a role where you can make a meaningful impact ensuring patients and families receive the right care, at the right time, in the right place.

Youll also lead your team through a period of development, strengthening performance, and building a positive, accountable and supportive team culture.

Main duties of the job

You will lead and develop a high-performing team, driving forward service innovation while maintaining responsive, compassionate care for patients and families.

Key aspects of the role include:

• Leading the triage and referral process, ensuring timely, safe and appropriate responses
• Working between our Taunton and Yeovil SMH sites
• Providing clinical advice for palliative and end of life care needs
• Managing team performance, rotas, recruitment and development
• Using data and quality improvement methods to enhance service delivery and patient experience
• Working collaboratively with internal teams and other external healthcare services to ensure coordinated care

You will also play an important role in supporting service transformation and ensuring the new model of ACCESS team is sustainable, effective, and responsive to demand.

About us

At St Margaret's Hospice Care, youll be part of a compassionate, forward-thinking organisation where your work truly matters.

We offer:

• The opportunity to lead innovative service development
• Opportunities for community working, connecting directly with patients and theirfamilies
• A supportive, inclusive working culture focused on wellbeing
• Ongoing professional development and education opportunities
• The chance to make a real difference to patients and families at the most important time of their lives

Holiday entitlement

• 33 days including bank holidays, rising to 35 days after 1 year, and increasing with length of service (pro-rata if part-time)
• For Band 5+ clinical roles, annual leave entitlement may include reckonable service from previous clinical roles at Band 5 or above, where joining us directly from the NHS or another hospice.
• Ability to buy and sell annual leave
• NHS pension continuation where applicable*
• 6% employer / 5% employee contribution for non-NHS staff

Additional Benefits

• Life assurance cover (2x salary)
• Health Cash Plans
• Employee Assistance Programme with 24/7 GP access, counselling, wellbeing support, and legal/financial advice
• Blue Light Discount Card
• Enhanced maternity leave*
• Excellent learning and development opportunities
• Free on-site parking in Yeovil and Taunton
• Opportunities to volunteer and support fundraising initiatives

*Eligibility criteria applies

Job responsibilities

Practice and leadership

• Provide day-to-day operational leadership for the Access Teamthrough transition to business-as-usual, including recruitment, induction,rota/off-duty planning, and performance oversight.
• Role model specialist palliative and end of life care practice,embedding consistent triage standards, documentation quality, andperson-centred decision-making.
• Provide clinical leadership to support safe, timely triage andadvice line activity, including escalation decisions and complex case review.
• Create and sustain a positive, inclusive working culture,supporting wellbeing, resilience and psychological safety within a teamworking with distressing and end of life situations.
• Use service data, feedback and quality metrics to identifypriorities, manage demand and capacity, and drive continuous improvement.
• Take and analyse a clinical history in a relevant, succinct andlogical manner, remotely and/or face to face.
• Use specialist assessment and clinical reasoning to triage,assess, plan and coordinate care for people with palliative and end of lifecare needs.
• Apply knowledge of community, hospice and system resources tosupport timely, appropriate pathways and care in the place of choice wherepossible.
• Use physical assessment and clinical reasoning skills to informsafe advice, professional communication and high-quality documentation.
• Undertake non-medical prescribing within scope of practice andin accordance with organisational policy (where qualified).
• Recognise and manage palliative care emergencies, followingagreed escalation pathways.
• Support advance care planning and treatment escalation planning,sharing information through appropriate IT platforms.
• Act as a specialist resource to colleagues and partners onpalliative and end of life care, supporting safe decision-making, timelyescalation and consistent standards across the system.

Job description

Job responsibilities

Practice and leadership

• Provide day-to-day operational leadership for the Access Teamthrough transition to business-as-usual, including recruitment, induction,rota/off-duty planning, and performance oversight.
• Role model specialist palliative and end of life care practice,embedding consistent triage standards, documentation quality, andperson-centred decision-making.
• Provide clinical leadership to support safe, timely triage andadvice line activity, including escalation decisions and complex case review.
• Create and sustain a positive, inclusive working culture,supporting wellbeing, resilience and psychological safety within a teamworking with distressing and end of life situations.
• Use service data, feedback and quality metrics to identifypriorities, manage demand and capacity, and drive continuous improvement.
• Take and analyse a clinical history in a relevant, succinct andlogical manner, remotely and/or face to face.
• Use specialist assessment and clinical reasoning to triage,assess, plan and coordinate care for people with palliative and end of lifecare needs.
• Apply knowledge of community, hospice and system resources tosupport timely, appropriate pathways and care in the place of choice wherepossible.
• Use physical assessment and clinical reasoning skills to informsafe advice, professional communication and high-quality documentation.
• Undertake non-medical prescribing within scope of practice andin accordance with organisational policy (where qualified).
• Recognise and manage palliative care emergencies, followingagreed escalation pathways.
• Support advance care planning and treatment escalation planning,sharing information through appropriate IT platforms.
• Act as a specialist resource to colleagues and partners onpalliative and end of life care, supporting safe decision-making, timelyescalation and consistent standards across the system.

Communication

• Support delivery of the hospice digital strategy to enhanceaccess, coordination and clinical workflows.
• Contribute to, organise and/or chair multidisciplinary meetingsas required (e.g., Primary Care Network meetings, Gold Standards Framework,internal MDTs), ensuring clear actions and follow-up.
• Maintain effective working relationships with community servicesand partners (e.g., rapid response, district nursing, Hospital at Home, GPpractices and voluntary sector) to enable timely, coordinated care.
• Use advanced communication skills to manage complex andsensitive conversations, including uncertainty, deterioration, dying andbereavement; support shared decision-making and informed choice.
• Anticipate and address barriers to communication, supporting theteam to develop and apply effective communication strategies.
• Provide and/or facilitate a robust framework of clinicalsupervision and reflective practice that supports resilience and high-qualitycare.
• Ensure contemporaneous, accurate electronic records andinformation sharing in accordance with professional standards andorganisational policy.
• Identify potential risks to self and others in work activities,environments and processes.
• Understand specific risks associated with lone working andfollow the lone working policy when conducting home visits.
• Manage identified risks in the best way possible and keep theteam informed and engaged.
• Work in a way that complies with legislation and hospicepolicies and procedures on health, safety and risk management.
• Report actual or potential problems that may put health, safetyor security at risk and suggest solutions.
• Support and challenge others in maintaining health, safety andsecurity at work.
• Work within the safeguarding framework for the protection ofvulnerable adults and children.

Education and training

• Maintain expert clinical knowledge and skills throughevidence-based practice, critical reflection and continuing professionaldevelopment in line with NMC requirements (including revalidation).
• Develop, deliver and evaluate education programmes internallyand externally, aligned to service priorities and learning needs.
• Support the induction and ongoing development of staff,including competency frameworks, supervision, coaching, and contribution toappraisal/PDR processes.
• Provide mentorship and learning opportunities for students andcolleagues across disciplines, including clinical placements andinter-professional learning.
• Promote and participate in audit, service evaluation and (whereappropriate) research activity; support the team to engage with audit cycles,implement learning and demonstrate improvement.
• Ensure compliance with mandatory training and support staff tomeet role-specific developmental pathways and professional requirements.

Reporting and data

• Ensure high-quality data capture and reporting that describesservice demand, activity, outcomes and quality.
• Use data, audit findings and feedback to identify themes, risksand improvement opportunities; contribute to plans that improve performanceand patient/carer experience.
• Work with the Head of Service to produce regular performanceupdates, KPI reporting and narratives that support strategic decision-makingand service development.
• Support governance requirements including incident learning,audit cycles, service evaluation and assurance reporting as required.

Person Specification

Education and Qualifications

• Registered Nurse (NMC register)
• Registered Nurse 1 (RN1) Degree level or equivalent study in related subject, such as acute oncology, palliative care, chronic conditions management (or willing to work towards).
• Post registration qualification or experience in palliative care/oncology or related subject
• Recognised teaching qualification or prepared to work towards.
• A willingness to undertake further study at Masters level regardless of point of entry
• Independent prescriber or willingness to undertake at masters level & practice
• Clinical Supervision delivery trained
• Commitment to continuing education and professional development
• Advanced Communication skills including negotiation and diplomacy skills
• Physical assessment and clinical reasoning (PACR)
• Managing Qualification
• Post grad Community Specialist qualification
• Recognises own limitations.
• Ability to work flexibly and respond to changing or conflicting priorities.
• Effectively manages multiple tasks and priorities
• Ability to meet deadlines
• Work within a framework of resilience

Working with others

• Calm and objective.
• Is assertive not aggressive
• Treats confidential information sensitively and in line with policy
• Positive role model to the team and service.
• Excellent interpersonal skills and communication skills, the ability to relate to a diverse range of people.

Outcome and Results

• Ability to work autonomously
• Managing time, work commitments and priorities.
• Recognises and understands own roles and responsibilities
• Able to prioritise and respond appropriately.
• Shares and communicates information

Leading in your area

• Recent, demonstrable expertise in palliative and end of life care, able to provide the clinical foundation to triage complex presentations, offer specialist advice, and support decision-making across settings.
• In-depth specialist experience in care of patients with complex needs.
• Recent leadership and people management experience, with evidence of leading service improvement and change.
• Experience of multi-professional working.
• Experience of mentorship and teaching
• Computer literate, able to use word documents, database and e-mail communication.
• Experience in telemedicine/triage
• Leading a team, recently, at senior level and evidence of quality improvement project, project management.
• Experience in working to a high standard of Palliative & EOL care supported by post registration certificate (or willingness to work towards)
• Quality Improvement experience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£49,338 to £56,461 a year30% Unsocial Hours on Saturday and 60% on Sunday & bank holidays