Transcription
RiO Helpdesk OfficerBand 4 (tbc)1
JOB DESCRIPTIONJOB TITLE:RiO Helpdesk OfficerBAND:4RESPONSIBLE TO:Deputy EPR Systems LeadKEY RELATIONSHIPS:InternalEPR TeamEPR Systems Lead (Line Manager)Deputy EPR Systems LeadService Delivery Manager1st and 2nd line Service Desk teamsAll NELFT - IT End UsersExternal3rd party suppliers (Inc NHS digital\Servelec)3rd party organisationsOther NHS TrustsOther private healthcare organisationsCONTROLS ASSURANCE STATEMENT:The purpose of this job description is to outline the level of responsibility and accountability ofthis post. This will ensure that all work undertaken by our staff is clearly identified and carriedout under clear lines of accountability.Aim of the role:The post holder will be expected to support their team, department and organisation to achievethe Trust’s Values in their day to day work. These are the 5P’s: Putting people firstPrioritising qualityBeing progressive, innovative and continually improveBeing professional and honestPromoting what is possible – independence, opportunity and choiceThe post holder will achieve this by providing first and second line technical support for all EPRincidents reported by NELFT staff to the ICT Service Desk. They will provide on-site telephoneand email support to users, as well as assisting face-to-face walk-in clients. The post holder willensure that services are of a high standard in order to comply with appropriate governancestandards and facilitate the delivery of high quality patient care.2
Key Responsibilities: Support RiO users across the Trust and undertake RiO helpdesk duties by providingeffective 1st line end-user telephone, email & self-service support for the RiO systems. Communicate with clinical and administration staff via the helpdesk regarding RiO, EPR andRA issues. Provide relevant and timely specialist advice and guidance to staff on EPRfunctional and information matters, e.g. subject access requests, sharing of information,legitimate relationships, consent to share, Registration Authority. Communicate with clinical and administration staff via the helpdesk regarding RiO andInformation Management developments and requirements, changes and initiatives. Keep up-to-date with guidance provided on the usage of RiO to ensure advice and guidancegiven is accurate. Ensure staff queries about the use of RiO are answered in line with Trust guidance andgovernance requirements. Ensure all communication with staff contacting the Helpdesk is courteous, timely and helpful.Maintain a professional demeanour and deliver “client-focused” support in line with the Trustvalues. Support the senior team members in the day-to-day activities required for the smoothrunning of the RiO team. Provide first and second line support on the RiO Application, including configurationchanges, escalations etc. Register staff/sponsors and distribute smartcards in accordance with Registration AuthorityPolicies and procedures. Develop expert skills in the service administration of RiO in order to resolve functional issuesand user errors for clinicians contacting the Helpdesk. Engage proactively with all clients inorder to prevent reoccurring errors. Ensure comprehensive logging of tickets and timely resolution of issues. Take ownership of incidents, service requests and problem management where necessary.Escalate all appropriate issues to the Deputy EPR Systems Lead. Perform RiO system administration to achieve data quality and contribute to statutoryreporting processes. Run regular random access audits on the usage of RiO and assist when required with theAnnual Trust Health Record Audit. Create and update documentation in line with departmental guidelines. Maintaining exemplary standards of professional and general conduct with regard tohandling complex and sensitive data. Ensuring compliance with the Data Protection Act1998 and Caldecott Guidelines at all times. Undertake any training courses provided internally and externally related to the duties of aRiO Helpdesk Officer. Work alongside various teams within the Informatics department, keeping team membersup-to-date as and when required. Actively take part in departmental discussions anddevelopments. Provide short-term cover for colleagues during periods of leave. Be aware of and abide by Trust policies across the whole business. Ensure that the service desk environment is kept clean, tidy, safe and fit for purpose.3
1. Communication and Relationship Skills1. Communicate directly with a range of service users who contact the Helpdesk via telephoneor email. Demonstrate excellent verbal and written communication skills whencommunicating and complex IM&T related information to own peer groups, non-technicalstaff, customers and suppliers. Establish and maintain contact, provide instructions andshare information and knowledge.2. Communicate with service users in a form and manner that is consistent with their level ofunderstanding, culture, background and preferred ways of communicating and is appropriateto the purpose of the communication and the context in which it is taking place. Encouragethe effective participation of all involved.3. Recognise and reflect on barriers to effective communication and modify communication, asappropriate, in response to these. Use tact, persuasion and diplomacy when explaining ITrelated problems to customers who may be inconvenienced.4. Keep accurate and complete records of activities and communications, consistent withlegislation, policies and procedures.5. Communicate in a manner that is consistent with relevant legislation, policies andprocedures.6. Support adapting communication in a changing environment, ensuring information isvalidated and communicated accurately.7. Work with team members and key stakeholders to investigate issues and ensurecommunication channels are available and used effectively.8. Ensure excellent working relationships with internal and other NELFT teams to ensure thatthe Information Systems and ICT infrastructure are fit for purpose and support the delivery ofIS services and the needs of service users.9. Maintain professional relationships with other agencies, e.g.; Neighbourhood Services,Police, Probation Service, Education, Advocacy, PALS, Benefits and Voluntary Services toensure provision of a quality package of care and service delivery for the service users andtheir carers.2. Knowledge, Training and Experience1. Qualifications and skills as set out in the Person Specification.2. Maintain own personal and continuing professional development through participation inannual appraisals, monthly supervision, one to ones, reflection, mentorship and coaching.Identify own development needs and set own personal and professional developmentobjectives in discussion with one’s Line Manager/reviewer.3. Analytical and Judgemental Skills1. Review incident tickets and resolve open tickets in a timely and professional manner,responding to end-users appropriately and within established SLA standards,communicating call status and ensuring a positive client experience and high First CallResolution (FCR).2. Identify and resolve service incidents and problems and where required, escalate to and coordinate resolution with the Deputy EPR Systems Lead or other Manager, as appropriate.3. Undertake the duties within service administration of RiO in order to resolve issues anderrors for clinicians and admin staff contacting the Helpdesk, including: Resolving functionality issues4
4.5.6.7.8.9.10.11. Resolving user errors Supporting E-Referrals Logging calls onto VivantioPerform system administration, data quality, registration authority and helpdesk functions sothat all processes are delivered and end users of electronic records meet with all legislativerequirements e.g. confidentiality, security and health and safety.Assist the EPR Systems team in meeting Information Governance (IG) standards, givingadvice to users, auditing RA paperwork and responding to any other reasonable requestmade by the RA manager.Run regular random access audits on the usage of RiO.Ensure data quality is of a high standard is achieved in relation to tickets logged on thedepartment incident logging systems.Help to identify and monitor risks, governance and compliance requirements related to theService Desk environment. Help to specify and implement appropriate mitigation and/orcontrol measures.Identify and report governance and procedural issues to the Registration Authority Managerand the EPR Systems Lead, after taking appropriate action to resolve and/ or limit furtherissues.Report all breaches of confidentiality following Trust procedures, and advise the DeputyEPR Systems Lead.Report any breaches to data security using the Trust’s Datix system.4. Planning and Organisational Skills1. Respond to, process and resolve on average 20-30 telephone support tickets per day,averaging a minimum of 100-150 per week.2. Co-ordinate a personal electronic diary with the RA Agent in ensure adequate cover for boththe RA office and community visits thereby ensuring an efficient and timely service to allusers.3. Support project Go-Live dates and work within RiO projects as RA work stream.4. Maintain administrative task and handle ad-hoc requests/tasks, as and when they arise.5. Physical Skills1. Standard keyboard skills for inputting information into computer databases andmanipulating data.6. Responsibilities for Patient/Client Care1. Be aware of any religious or cultural needs of service users and ensure this is reflected inthe care that is provided.2. Treat staff, service users, patients, relatives and carers, the public, NHS staff and partnersin other agencies with dignity and respect at all times.3. Make the care and safety of patients one’s first concern and act to protect them from risk .5
7. Responsibilities for Policy and Service Development Implementation1. Support the Deputy and EPR Systems Leads in identifying, defining, managing, monitoringand reporting on the services and service levels required to support the EPR environment.Identify the objectives for EPR support services and their supporting infrastructure. Agreeperformance measures and targets, as appropriate, Manage, monitor and report onperformance.2. Develop and maintain a comprehensive knowledge of technical and non-technical aspectsof RiO configuration and administration in order to maximise system user benefits andefficiency.3. Undertake RiO configuration, when required, ensuring all configuration work is recordedappropriately, to include: Creating, updating and closing user accounts, Clinics and Teams Assigning diaries to HCPs Ward / Bed setup Configurable editable letters Creating and maintain professional contacts directory Escalating Requests for Change4. Provide cover for the RA Agent, around the following RA functions: Ensuring that user applications for smartcards adhere to procedures set out by theRegistration Authority Enabling the appropriate level of smartcard access in accordance withresponsibilities as identified by the user’s sponsor. Production, provision and recording of new and replacement smartcards and userroles. Revoking unexpired cards as necessary.5. Work in conjunction with the RA agent to set up processes for starters and leavers.6. Contribute to the formulation of and responsibility for compliance with relevant Trust HealthRecords guidelines, policies and procedures.7. Comply with all Trust policies and procedures, make suggestions for local procedures toimprove the effectiveness of team procedures and provide comments on Trust-wide RiOrelated policies.8. Support the delivery and implementation of system new releases and upgrades.9. Take responsibility for ticket and call management as required. Ensure that all calls aredealt with using the correct local processes and policies and meet performancerequirements, as defined within NELFT SLAs.10. Ensure appropriate documentation is implemented and updated.11. Ensure compliance with all relevant legislation and regulation with special emphasis on ITService Management (ISO 20000), Information Security (ISO 27001), IT BusinessContinuity (ISO 25777), PCI -DSS and Health and Safety (ISO 18001). Monitor and reporton compliance.8. Responsibilities for Financial and Physical Resources1. Take responsibility for the proper and safe use of IT equipment by users.2. Take responsibility for the protection of expensive IT equipment and software.6
9. Responsibilities for Human Resources1. Demonstrate skills and techniques to less experienced staff, where required. Enable othersto develop and apply their knowledge and skills in practice.2. Contribute to the development of others in a manner that is consistent with legislation,policies and procedures.3. Contribute to developing the workplace as a learning environment. Share knowledge andinformation and make effective use of learning opportunities within and outside theworkplace, evaluating their usefulness and feeding back relevant information.4. Act as a mentor and positive role model for all staff, helping others to identify their currentlevel of knowledge and skills, learning needs and preferences.5. Assist in the development of managerial and leadership potential of all staff.10. Responsibilities for Information Resources1. Carry out timely and accurate information analysis and reporting on agreed areas ofportfolio. Ensure that appropriate systems are in place to provide reports from/to theDirectorate.2. Update information on the departmental and public knowledge bases; create documents,diagrams and reports as required.3. As part of information gathering, seek out the appropriate sources to approach for guidanceeither formally or informally depending on the type of issue. Link information in a lateral aswell as linear manner.4. Undertake reviews and check accuracy of support data. Relate and manipulate data fromvarious sources to create a fuller picture. Investigate and uncover the root causes of aproblem or issue.5. Input data and information accurately and completely, using the correct formats consistentwith legislation, policies and procedures.6. Find and provide requested data/information using agreed procedures and formats.7. Ensure and support the maintenance and integrity of data/information using agreedprocedures.8. Support in identifying the need for additional knowledge and information resources tosupport users and possible sources of the knowledge and information.9. Support in assessing knowledge/information resource(s) to meet identified need, seekingappropriate guidance and support if necessary. When required, access the resource(s)using appropriate methods and identify the relevant information.10. Document RiO system change requests and progress them in line with Trust processes.11. Maintain configuration records (DCW) for each service, ensuring all information required forlocal system configuration and on-going management is recorded correctly, collated andmaintained.12. Maintain a complete, documented and robust documentation trail for all RA andRBAC/PBAC processes which complies with national and local guidance.13. Type letters, agendas, minutes and papers as required.14. Ensure that the confidentiality of patient information is maintained by the enforcement ofsecurity measures within the department in accordance with Trust policy.15. Ensure compliance with IM&T security standards, the Data Protection Policy and theCaldecott recommendations.11. Responsibilities for Research and Development7
1. Undertake surveys, audits or research to support new site developments and developmethodologies for the analysis and/or interpretation of data.2. Run audits to assist with the annual Trust health record audit, as required.12. Freedom to Act1. Work autonomously using expert knowledge, experience and discretion in delivering highquality services which meet national and local guidance and legislation.2. Ensure role is carried out to the highest possible standard.3. Work within own body’s professional code of conduct.4. Reflect on and evaluate how well one is applying knowledge and skills to meet current andemerging work demands and the requirement of the Knowledge and Skills Framework(KSF) outline for the post.5. Achieve and demonstrate required KPI and personal/professional development objectiveswithin the agreed time scale. Develop and maintain a portfolio of evidence, demonstratingobjectives have been met or exceeded.13. Physical Effort1. Spend frequent, long periods sitting at a computer and in meetings.14. Mental Effort1. Undertake frequent periods of concentration to maintain data collection systems, processdata, check information and answer queries, working to tight deadlines.15. Emotional Effort1. Remain calm and professional in a busy and potentially stressfully work environment, e.g.when communicating to individuals where there may be barriers to acceptance and/or ahostile antagonistic atmosphere.16. Working Conditions1. Take steps to maintain the safety and welfare of staff and patients.2. Annually attend the mandatory fire lecture and be familiar with the fire drill.3. Comply with the safe manual handling of patients and loads. Be conversant with andpromote correct Manual Handling procedures4. Ensure that best practice in terms of Health and Safety is adhered to at all times.5. Participate during any incidents and emergencies.6. Travel between sites, both internal and external to the Organisation, in order to undertakerequired responsibilities.8
For HR Use Only:Date of template:13/12/2016Version: 1For Manager Use Only:Date last reviewed:Date to be reviewed:Signed: .(Manager)Dated: .Signed: .(EmployeeDated: .9
NELFT HEALTHCARE INFORMATICS STRUCTURESenior Management StructureService Delivery StructureService DeliveryManager1st Line TeamLeader1st Line SupportTeam2nd Line TeamLeader2nd Line SupportTeamDesktopConfigurationManagerServer ManagerServer TeamNetwork ManagerNetwork TeamTelecomsManagerEPR SystemsManagerTelecoms TeamEPR Systems LeadDeputy EPRSystems LeadRiO SystemSupport OfficerRiO HelpdeskOfficer10Configuration &CAB LeadRA ManagerRA AgentSystmOne MangerSystmOne TrainerSystmOne AdminSystmOne DQAdminSystmOne Officer
Additional InformationHealth & SafetyEmployees must be aware of the responsibilities placed upon them under the Health & Safety atWork Act (1974) and subsequently published regulations to ensure that the Trust’s Health andSafety policies and procedures are complied with to maintain a safe working environment forpatients, visitors and employees.Infection ControlEach staff member has a duty to take personal responsibility for the prevention and control ofinfection, in accordance with Trust Infection Prevention and Control Policies, which reflect thestatutory requirements of the Health Act 2006 – Code of Practice for the Prevention and Controlof Healthcare Associated Infection. They must attend mandatory training in Infection Controland be compliant with all measures required by the Trust to reduce HCAIs.Risk ManagementYou will be responsible for adopting the Risk Management Culture and ensuring that youidentify and assess all risks to your systems, processes and environment and report such risksfor inclusion within the Trust Risk Register. You will also attend mandatory and statutorytraining, report all incidents/accidents including near misses and report unsafe occurrences aslaid down within the Trust IncidentsSafeguarding Children and vulnerable adultsNorth East London NHS Foundation Trust (NELFT) is committed to safeguarding and promotingthe welfare of children and adults and to protecting them from the risks of harm. The Trustrecognises its responsibility to ensure that safe working conditions and systems are in place forstaff working with children, adults and families in their care. Staff are required to comply withTrust policies on Safeguarding.Standards of Business Conduct & Conflict of InterestThe NHS Code of Conduct and Standards of Business conduct for NHS Staff require allemployees to declare all situations where you or a close relative or associate has a controllinginterests in a business [such as a private company, public organisation or other NHS orvoluntary organisation] or in any activity which may compete for any NHS contracts to supplygoods or services to the Trust. All such interests must be declared in the Trust’s register ofinterests either on appointment or when such interests are gained.As an employee you are required to make yourself aware of and adhere to the Trust’sgovernance policies, such as Standing Orders and Standing Financial Instructions.11
SustainabilityAll staff has a responsibility for delivering high quality healthcare in a low carbon environment,where energy is used wisely and not wasted. It is the responsibility of all staff to minimise theTrust’s environmental impact by recycling where possible, switching off lights, computers,monitors and equipment when not in use, minimising water usage and reporting faults promptly.Smoking PolicyIt is the Trust’s policy to promote health. Smoking, therefore, is actively discouraged. It is illegalwithin the Trust buildings and vehicles.Codes of ConductNorth East London NHS Foundation Trust (NELFT) requires the highest standards of personaland professional conduct from all of its employees. All employees must comply with the Codeof Professional Conduct appropriate to their professional governing body.As an NHS employee, you are required to observe the following principles: Make the care and safety of patients my first concern and act to protect them from risk;Respect the public, patients, relatives, carers, NHS staff and partners in other agencies;Be honest and act with integrity;Accept responsibility for my own work and the proper performance of the people I manage;Show my commitment to working as a team member of working with all my colleagues in theNHS and the wider community;Take responsibility for my own and continuous learning and developmentData ProtectionPersonal data is protected under the Data Protection Act (1999) and the post holder will ensurethat it is securely held and that the requirements of the Act are followed. It is the responsibility ofall staff whose jobs requires them to record information in Trust Computer systems (e. g RIOand ESR) to ensure that the data entered into these systems is of high data quality and thatinformation is recorded correctly and in a timely manner. Failure to adhere to this requirementcould be considered a disciplinary matterInformation Security and ConfidentialityAll employees are required to observe the strictest confidence with regard to any patient/clientinformation that they may have access to, or accidentally gain knowledge of, in the course oftheir duties.All employees are required to observe the strictest confidence regarding any informationrelating to the work of the Trust and its employees.You are required not to disclose any confidential information either during or after youremployment with the Trust, other than in accordance with the relevant professional codes.All person identifiable information must be held in the strictest confidence and should bedisclosed only to authorised people in accordance with NHS Confidentiality Guidelines12
[Caldicott] and the Data Protection Act 1998 unless explicit written consent has been given bythe person identified, or where information sharing protocols exist.Failure to comply with these regulations whilst in the employment of the Trust could result inaction being taken under the Trust Disciplinary Policy and Procedure.Equality and DiversityNorth East London NHS Foundation Trust (NELFT) is committed to the implementation of theEquality and Diversity at Workplace policy which ensures equal opportunities for all. NELFT isalso committed to embracing diversity and eliminating discrimination in both its role as anemployer and as a provider of services. It aims to create a culture that respects and valueseach other’s differences, promotes dignity, equality and diversity and encourages individuals todevelop and maximise their potential. The Trust will ensure that it provides equal and fairnessfor all, and not to discriminate on the grounds of gender, marital status, race/ethnicity, disability,sexual orientation, religion, transgender or gender reassignment status, age, marriage or civilpartnership/same sex marriage, and because of you being pregnant or being onmaternity/paternity leave. All staff are required to observe this policy in their behaviour toemployees and patients/service users.Key Performance Indicators (KPI)Each individual and service will be set KPIs and achievement against these will be regularlyreviewed. Performance against individual and service KPI’s will be routinely monitored by yourmanager.Review of this Job DescriptionThis job description is intended as an outline of the general areas of activity and will beamended in the light of the changing needs of the organisation. To be reviewed in conjunctionwith the post holder.Other DutiesThere may be a requirement to undertake other duties as may reasonably be required tosupport the Trust. These may be based at other Trust managed locations.13
PERSON SPECIFICATIONEssentialDesirableMeasurementTrust ValuesPutting people first Prioritising quality Being progressive, innovative and continuallyimprove Being professional and honest Promoting what is possible, independence,opportunity and choice Application FormInterviewAssessmentApplication FormInterviewAssessmentApplication FormInterviewAssessmentApplication FormInterviewAssessmentApplication FormInterviewAssessmentCommunication & Relationship SkillsApplication FormInterviewAssessmentApplication FormInterviewExcellent verbal and written communicationskills Excellent interpersonal skills; communicateseffectively at all levels with a variety of internaland external individuals, including cliniciansMust be able to provide and receive complex,sensitive or contentious information Explains concepts to colleagues and nontechnical audiences in clear, concise language Significant experience of working in anhelpdesk/customer support environment, andproviding a high level of customer service Application FormInterviewAbility to use informed persuasion to influenceothers Application FormInterviewApplication FormInterview Application FormInterviewApplication FormInterview Works well in a teamKnowledge, Training & ExperienceEducated to diploma level or equivalentqualifications/ experienceApplication FormInterviewAssessment Evidence of post qualifying and continuingprofessional development(ITIL) accreditation at Foundation level (orhigher)Excellent IT skills, especially Microsoft Office,Outlook, Word, Excel and PowerPoint Minimum 1 year’s experience in an Application Form 14 Application FormApplication FormInterviewAssessmentApplication Form
administrative/data entry roleExtensive experience of working with either ahealth record keeping system or datarecording systemExperience of RiO system administrationInterview Application FormInterview Knowledge of Registration Authority Policiesand Process from creation to implementationCustomer services or Helpdesk training orequivalent experienceKnowledge of various patient, datainformation/IT systems used within the NHSKnowledge of ticket logging systems andexposure to incident and problemmanagementAnalytical & Judgemental Skills Application FormInterviewApplication FormInterviewApplication FormInterviewApplication FormInterview Application FormInterviewProblem solving skills and the ability torespond to unexpected demands Application FormInterviewAbility to analyse complex facts and situationsand develop a range of optionsStrong & methodical approach totroubleshooting technical issuesPlanning & Organisational Skills Application FormInterviewApplication FormInterview Must be able to prioritise own work effectively,remain calm under pressure and be able todirect activities of others. Adaptability, flexibility and ability to cope withuncertainty and changeApplication FormInterview Application FormInterview Application FormAssessmentPhysical SkillsStandard keyboard use; high accuracy levelsPatient / Client Care Experience of assisting patients/ clients/relatives during incidental contactsPolicy & Service DevelopmentImplementationImplements IM&T policies for own area;proposes changes to IM&T user workingpractices and proceduresWilling to engage with and learn from peers,other professionals and colleagues in thedesire to provide or support the mostappropriate interventionsDemonstrates a strong desire to improveperformance and make a difference byfocusing on goals15Application Form Application FormInterview Application FormInterview Application FormInterview
Financial & Physical ResourcesBe responsible for the proper and safe use ofIT equipment by one’s self, colleagues andusersHuman Resources Application FormInterviewDemonstrates own activities/work routines tonew or less experienced employees / otherteam membersUnderstanding of and commitment to equalityof opportunity and good working relationships,respects and values diversity Application FormInterview Application FormInterviewInformation ResourcesExperience of managing and maintaininginformation systems and adaptation ormodification of systems to meet changingrequirements/ specifications, e.g. user ITaccounts and system rightsExperience of summarising and manipulatingdata and creating and maintainingdocumentation and reportsGood understanding of confidentiality and dataprotection, experience of working with highlyconfidential materialResearch & Development Application FormInterviewApplication FormInterviewExperience of undertaking R&D activity as arequirement of the role, e.g. undertakingsurveys, audits of data quality or researchFreedom to ActWorks to agreed objectives and is givenfreedom
1. Communication and Relationship Skills 1. Communicate directly with a range of service users who contact the Helpdesk via telephone or email. Demonstrate excellent verbal and written communication skills when communicating and complex IM&T related information to own p
