Manage the ICC for Urgent Care team in accordance with Trust values and Care Group objectives. Work with colleagues to develop and communicate the vision of patient centred care. Participate in the formulation of operational plans; which take into account local, regional and national drivers and support their safe and effective implementation. Develop local objectives and plans within the team in conjunction with the Service Manager to deliver services in line with the Trust and Care Group strategic objectives. Analyse team data and information relating to performance to inform future service priorities. Ensure active service user involvement is embedded within the team to support service development and innovations. Be the first point of contact for clinical escalations within the team, know when to seek support and advice for complex clinical decisions. To be responsible for the deployment, day-to-day management, supervision and coordination of designated staff, coordinating the day to day activities of the team. To develop detailed operational plans in response to internal and external factors which are reviewed, monitored and updated. Support the Service Manager to ensure that services are safe and effective and delivered in accordance with evidenced based standards and recognised good practice e.g. NICE guidance. To ensure quality is embedded within all aspects of service delivery and owned by staff. To support staff actively engage in developing quality improvement projects within their team. Engage in and support the development of policies, procedures and working practices within the team. Ensure implementation, monitoring, evaluation and compliance with all policies and procedures in area of responsibility. Provide immediate advice and direction to team members in relation to operational service issues, analysing and interpreting the various options available. Provide managerial and technical advice to other disciplines and agencies in relation to the service. Ensure systems are in place to respond promptly and appropriately, in an open manner, to complaints and queries concerning the services delivered at team level. Investigate complaints, meet and respond to complaints and draft complaint responses, as requested by the Service Manager. To ensure administration is fully embedded within the team and meets the demand and needs of the service. Monitor and manage attendance e.g. annual leave; training; study leave; and sickness absence, taking appropriate management action as required. Ensure conduct and performance is effectively managed in accordance with Trust policies. Undertake disciplinary investigations and present cases at disciplinary hearings, as requested by the Service Manager. Systems and equipment Maintain accurate contemporaneous records and data collection through daily use of a range of electronic clinical systems e.g. Safeguard; Microsoft Office Suite. Adhering to information governance standards; legal and professional requirements are maintained at all times. Ensuring that clinical systems are used effectively within their team. To manage performance data effectively and ensure that the team meet their national and key performance targets highlighted in the service specification. Where there are concerns around performance, action plans to be devised with the support of the Service Manager. Observe personal duty of care in relation to equipment and resources used in course of work. Contribute to the design and development of IT systems that support clinical delivery and capture data and information that will meet commissioners need and inform service evaluation and planning. Decisions and judgements 25. Oversee the management of risk related to the delivery of team level services; identifying and monitoring risk, taking action where necessary to mitigate risk and escalating risks, as appropriate, with support from the Service Manager. To support clinical risk management activities within sphere of responsibility. Undertake effective service lead workforce planning, including succession planning and training and development planning to ensure the workforce has the necessary skills and knowledge to meet changing service needs. Manage recruitment and selection of staff, taking into account workforce plans and new ways of working. To evidence and highlight service performance against key outcomes and targets through robust data analysis and report writing. Communication and relationships Create a team culture in which staff are valued and well-supported and able to deliver services with care and compassion. To liaise with and advise GPs, WMAS, Care Homes, Health Care Professionals Social Care Practitioners, patients and carers, and other statutory bodies and third sector agencies. To liaise and communicate clinical information verbally and/or via technical links to healthcare partners to ensure continuity of care for the caller. Communicate sensitive information to patients or carers. To use a range of communication styles and channels as appropriate to the task. Physical demands of the job 34. Frequent requirement for sitting in a restricted position for a substantial proportion of the working time either in meetings or at a computer desk. 35. Requirement for keyboard skills to use IT systems, writing reports, respond to emails. 36. Occasional exposure to highly distressing or highly emotional circumstances, listening to clinical information (in meetings, supervision, etc.) regarding service users experiences (e.g. extreme neglect and abuse). 37. Frequent requirement to concentrate on reporting writing or data analysis, chairing contentious meetings. There may be frequent interruptions to deal with other urgent matters. Most challenging/difficult parts of the job 38. Managing competing demands and priorities that will necessitate changing planned work at short notice and producing work to tight deadlines. 39. Exposure to, and management of, sensitive and distressing information regarding staff and patients. For example: supporting staff experiencing significant life changes or leading on conflict resolution where there has been aggression or abuse towards staff. Demands on time are unpredictable as the rate of referrals from WMAS, GPs, Care Homes and Health Care Professionals is variable. WMAS portal patients will timeout within 2-hours.