Customer Service jobs in United States

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region (Halton, Warrington, Knowsley, Liverpool, Sefton and St Helens) and is also commissioned for services that cover North Wales and the Midlands.

We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.

At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.

We call this continuous improvement in quality and cost, ‘striving for perfect care’. Our aim is to play a full part in the health and social care economies we serve, by promoting and driving greater integration between mental and physical health and social care.

Our clinical services are provided across over 170 sites spanning a large part of the North West. Our services are supported by a corporate teams based at our offices in Kings Business Park, Prescot, and Hollins Park, Warrington.

We take positive action to support disadvantaged groups and also particularly encourage applications from BAME, disabled and LGBT people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.

Flexible working requests will be considered for all roles.

View job detailskeyboard_arrow_downHide job detailskeyboard_arrow_upSitevarious sites accross mid mersey and walton life roomsTownLiverpoolPostcodel9 2afMajor / Minor RegionMerseysideContractFixed term: 12 months (available as a secondment opportunity)HoursFull time - 37.5 hours per weekSalary£43,742 - £50,056 per annumSalary periodYearlyGrade(Band 7)Main areaAdministrative and Clerical - Mental Health Services

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Mersey Care NHS Foundation Trust celebrates diversity and promotes equal opportunities; we are committed to challenging and eliminating racism and other forms of discrimination and advancing and promoting equality of opportunity in the provision of services and creating an inclusive environment for all employees. We believe that everyone has the right to be treated with dignity and respect.

We take positive action to support disadvantaged groups and also particularly encourage applications from ethnic minorities, disabled and LGBTQIA+ people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces personnel as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.

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IPS services follow a national and international model, providing support to help people with a severe and enduring mental health diagnosis into paid employment.

The Life Rooms has recently been successful in winning a tender to deliver IPS services in three additional Places, Sefton, St Helens and Knowsley. An exciting opportunity now exists for a fixed term 12-month secondment to an Employment Support Delivery Manager working in Mid Mersey.

The Employment Support Delivery Manager will be expected to provide strategic and operational leadership to the IPS services in Mid Mersey to ensure that they meet the needs of individuals and local employers in an authentic manner.

They will work collaboratively with clinical colleagues in Community Mental Health Teams (CMHTs), Step Forward Teams and Additional Role Reimbursement Scheme (ARRS) teams to enhance their knowledge and increase their usage of the services.

They will work at a strategic level with employers across a wide range of sectors to ensure the creation of sustainable work opportunities in an environment that reduces stigma towards people living with mental health conditions.

This is a 12-month fixed term post , 37.5 hours per week based in Mid Mersey. The post holder will be expected to travel between clinical bases in Mid Mersey and to strategic meetings in Walton Life Rooms.

Individual Placement and Support (IPS) services are an evidence based national and international model of providing support to those with a severe and enduring mental health diagnosis into paid employment. The services also support those with a severe and enduring mental health diagnosis to retain paid employment as well as advising and supporting employers to maintain staff. The post holder will provide strategic and operational leadership to the employment support function in The Life Rooms four IPS services to ensure an offer that meets the needs of individuals with a severe and enduring mental health diagnosis who wish to gain or retain paid employment, and with local employers, in an authentic manner. The post holder will work collaboratively with clinical colleagues in Community Mental Health Teams (CMHTs), Step Forward Teams and Additional Role Reimbursement Scheme (ARRS) teams to enhance their knowledge and increase their usage of the services

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.

We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.

At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.

Flexible working requests will be considered for all roles.

PRINCIPLE RESPONSIBILITIES Strategic oversight of the IPS services S 1. Champion IPS services across clinical teams to ensure that service users have access to support to gain or retain paid employment alongside their clinical car e. 2. Deputise for the Business and Innovation Lead as and when necessary, in relation to IPS servic es. 3. Have oversight of the national employment agenda, engaging in local, regional, and national networking opportunit ies. 4. Have oversight of the local employment landscape through liaison with the local Chambers of Commerce and the utilisation of local employmentdata. 5. Work to support the growth of local employment partners through strategic liaison with the relevant Chambers of Com merce. 6. Work proactively with the relevant external agencies influencing the national supported employment agenda, for example IPS Grow, the Centre for Mental Health, and the Cheshire and Merseyside Integrated Care Board. 7. Attend the Cheshire and Merseyside Integrated Care Board IPS Network meetings to feedback progress on the s ervices. 8. Be responsible for ensuring that all service data flows through the Mental Health Services Data System to ensure that NHSE and local commissioners have up-to-date and relevant information about the services and performanceoutcomes. 9. Prepare quarterly performance reports for the commissioners and attend quarterly contract monitoring meetings to pre sent them. 10. Oversee the Team Leaders to develop and implement a robust outcome measurement practice that demonstrates the effectiveness of the IPS services and their fidelity to the IPS model which ensures a high-performance rating in annual fideli ty reviews. 11. Regularly review and audit the Team Leaders practices to ensure that the services develop appropriately whilst maintaining rigorous qualityimprovement. 12. Work proactively with the Quality and Research Lead and the Research Team to identify quality improvement initiatives and research activity around t he IPS model. 13. Be aware of national training programmes to ensure that the IPS teams remain up to date with the most current implementation of health improvement and supported employment thinking that meets the evolving needs of the local population and reduces health inequalities.

14. Undertake the full range of human resource activity for the IPS Team Leaders including recruitment, induction, training, supervision, sickness management, grievance, and disciplinary management etc.

Business as Usual (Liverpool, Wirral, Warrington, and Halton IPS services) . 16. Prepare and present quarterly quality performance reports to the commissioners, developing recovery plans where appropriat e. 17. Work collaboratively with the community mental health teams to continue to enhance their understanding of the service and to co-develop accessible pathways of referral for service use rs. 18. Be responsible for the quality of the employment support offer, ensuring robust governance is in place around employment support processes, and data entries onto the clinical system (R io). 19. Provide monthly service reports to referring clinicians to enable them to see the benefit of the new service for their patients.

New Business . 22. Work directly with clinicians in the Step Forward and ARRS Teams to promote the service and highlight the benefits of them referring into the servic e. 23. Provide visible and effective leadership to the new IPS service, including day to day line management of the Team Lead er. 24. Be responsible for the quality of the employment support offer, ensuring robust governance is in place around employment support processes, and data entries onto the clinical system (R io). 25. Provide monthly service reports to referring clinicians to enable them to see the benefit of the new service for their pati ents. 26. Support the Business and Innovation Lead to prepare and submit tenders for new IPS services to grow The Life Rooms portfolio.

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Please ensure you check the email account from which you apply for all correspondence. All information regarding your application will come from apps.trac.jobs not NHS Jobs.

Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview.

As a Disability Confident Employer, we offer a guaranteed interview scheme for applicants who consider themselves to be disabled who meet the minimum (essential) criteria for the role in the person specification. If you would like your application to be considered under the Trust’s guaranteed interview scheme you can indicate this in the personal information section of your online application form.

Should you require a reasonable adjustment to our recruitment process please email [email protected] to ensure that measures can be put in place to support you.

We reserve the right to close any vacancy earlier than advertised in exceptional circumstances once we have received a high volume of applications.

The Trust expects all post holders who require an enhanced DBS for their role subscribe to the DBS Update Service. You will be required to enrol for this service for a fee of £16 per year and maintain registration. Trans applicants who require a DBS check and do not want to reveal details of their previous identity can contact the DBS Sensitive Applications Team (01516761452 or email [email protected] ) with their application number once they have completed their DBS application form. The team can prevent any previous identity showing on the DBS Certificate, unless the applicant has a conviction under their previous details in which case this will need to be disclosed.

Flexible working requests will be considered for all roles.

Please be advised that the use of Artificial Intelligence on applications is monitored and if you choose to use this, you must declare this on your application form.

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info The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

• Educated to a master’s level in a physical health, social science, or mental health related subject
• Post graduate qualification in a leadership or management qualification

• Understanding of the social determinants of health and how these impact activation, health, behaviours, and wellbeing
• Understanding of the Social Model of Health
• Knowledge and experience of addressing barriers to accessing services including additional needs, mental and physical ill health, and cultural differences
• Knowledge of local and national health agendas
• Knowledge of local and national employability agendas
• Understanding of the principles of behaviour change
• Awareness of the activation agenda
• Knowledge and significant experience of implementing and using safeguarding principles and procedures
• Understanding of research and evaluation
• Understanding of coproduction principles
• Experience of leading on quality improvement projects
• Experience of leading and managing an external review process
• Experience of introducing service development and innovation
• Evidence in leadership and management including change management
• Experience of performance management requirements
• Experience of leading and managing dispersed teams
• Demonstrable knowledge of the principles of mentorship, coaching, and supervision to develop staff
• Experience of supporting people with mental or physical ill health

• Knowledge of public health priorities
• Knowledge of community asset building techniques

• Continuous Improvement, Accountability, Respectfulness, Enthusiasm, Support, High professional standards, Responsive to service users, Engaging leadership style, Strong customer service belief, Transparency and honesty, Discreet, Change oriented

• Ability to produce high quality, timely and accurate Service reports
• Ability to support underperforming staff
• Ability to form professional working relationships with key stakeholders
• Ability to interpret and analyse data and utilise the findings to prepare formal reports recommending service improvement/development
• Ability to work across a large geographical area
• Ability to manage conflicting priorities and always ensure high quality service delivery
• Ability to work to tight deadlines
• Ability to communicate verbally and non-verbally to a range of audiences, adapting communication style when required
• Ability to work autonomously
• Excellent solution focused decision making skills
• Excellent de-escalation skills

• Employment Support Delivery Manager (, 175.4)PDFKB
• OH Risk form ESDM (, 248.4)PDFKB
• A Great Place to Work (, 2.1)PDFMB
• Our People Promise and Charter (, 5.8)PDFMB

NameJane HollandJob titleBusiness and Innovation LeadEmail address [email protected]Additional information

For further information, please contact Jane Holland, Business and Innovation Lead, Head of Employment at [email protected] .

The closing date for applications is Monday 6 th January 2025

Interviews will take place on Thursday 16 th January 2025 at Walton Life Rooms.