JOB DESCRIPTION Job Title: Job Ref: Service: Campus: Grade: Salary Range: Period: Reports to: Wellbeing Services Administrator LIB667 Library and Student Support Hendon 4 £22,388 - £25,576 per annum including London Weighting Fixed term until end July 2015 Mental Health Manager Overall Purpose: Provide professional administrative support to the Wellbeing services which includes Disability and Dyslexia service and Counselling and Mental health team. Respond to enquiries on the phone, in person and by email from applicants, students, staff and suppliers about support for students requiring Wellbeing Services. There will be some evening and weekend work. The post holder will predominantly work with Information and Advice Service staff and activities, though at high volume periods, may be required to work across to the Wellbeing Services strand of student support services. Principle Duties: Communication: Respond to enquiries from students, staff and suppliers, on the phone, in person, and by email about Wellbeing services. Booking appointments for screenings, diagnostic, needs assessments and counselling appointments. Explain the processes and systems for registering with the Wellbeing services. Responding to routine emails to the generic accounts about funding enquires and support Processing timesheets and invoices, following up any queries with tutors, support workers or suppliers. Teamwork Work proactively and flexibly to ensure the team meets deadlines and results. Work collaboratively with colleagues within the team and the wider University, seeking to quickly resolve any potential conflicts. Liaison and Networking Liaising with internal customers, such as students and staff, and external bodies, such as Student Finance England and the NHS Bursary Unit. Working with colleagues in the Library and Student Support Admin Team, to provide accurate and timely financial information about support provided. Work closely with Examinations Office to ensure accuracy of information about disabled students. Liaising with Schools and other support departments, for example, Registry. Contribute to Open Days. Service Delivery Deal with standard requests for information or the service from students, staff and service providers in a helpful and responsive manner, for example, to book appointments and clarify arrangements. Acting as the first point of contact for the service, triaging the enquiries and then referring to someone within the Wellbeing team or externally, as appropriate. Contribute to the creation of accessible resources and information about accessing the service, the range of support and the Disabled Students’ Allowance. Take ownership of the waiting lists for the counselling and mental health team. Input data on the database for all counselling enquiries. Keep accurate and up-to-date records of support and funding on the database and on Excel. Able to interpret policy and advise others. Maintain strict confidentiality at all times when dealing with personal and sensitive data and enquiries. Decision Making Make decision about who students should see and refer queries to. Contribute to collaborative decisions about improvements in processes and systems for the service. Planning and Organising Resources Plan and organise own work within the frameworks of the service, ensuring the deadlines are met with regard to finance. Organising meetings, for example between support workers and tutors, or for members of the team and external visitors. Initiative and Problem-solving Successfully resolve students’ queries, for example, about processes and working practices, and as appropriate, referring on. Dealing with student issues, having to take decisions in the absence of line manager or other relevant members of the team. Analysis and Research Providing information to members of the team about for example, numbers of students registered with the service, how many students require mentoring. Collating information for Data Subject Requests or with regard to complaints. Creating and maintaining databases, spreadsheets and providing information about the Wellbeing service. Monitoring usage of services and providing statistics for line manager. Sensory and Physical Demands and Work Environment Desk based role, using word processor, spreadsheets, sending and receiving emails and inputting on and interrogating databases. Inputting data into database, onto OPUS system and into spreadsheets. Dealing with students who might be distressed. Pastoral Care and Welfare Demonstrate a student-focused approach to supporting students with disabilities and/or requiring emotional support. Show empathy and sensitivity to individuals who are in distress and initiate appropriate actions which may involve external agencies. Compliance with HR policies and procedures. Team Development Provide training and guidance to new members of staff who join the team, such as at inductions for support workers, showing others how to use systems. Teaching and Learning Support Introduce students, staff and support workers to information about the service and processes, for example, at induction. Expertise Excellent customer service skills. Good knowledge and experience of maintaining office systems, and working within service frameworks. Knowledge of word processing, Excel and email. Experience of working within the higher education sector is desirable. Willing to be trained on the role. Other responsibilities To undertake any other duties and specific projects as may reasonably be required by the Head of Wellbeing services or Head of Student Information & Advice. PERSON SPECIFICATION Job Title: Campus: Grade: Education and Qualifications Knowledge and Experience Skills and Abilities Wellbeing Services Administrator Hendon 4 Essential Criteria Educated to A Level or equivalent standard Demonstrable experience in similar role Experience of maintaining office systems and working within service frameworks Experience of providing excellent customer service Excellent verbal and written communication skills Problem-solving skills and work on own Desirable Criteria Knowledge of the Disabled Students’ Allowance Experience of working within higher education Personal Attributes initiative Attention to detail Able to interpret and explain complex processes to others Numerate with the ability to deal with statistics and financial records Excellent IT skills, including Word, Excel and emails Willingness to learn in-house systems Team player with flexible approach to work Well organised and able to effectively manage competing demands Proactive and positive, student-centred approach Empathic and able to deal sensitively with disabled students and/or students in distress Commitment to equality and diversity and its practical implications Selection of the best candidate will be based on an assessment against the Person Specification in line with the University’s Staff Recruitment and Selection Policy Hours: 35.5 hours per week, actual daily hours by arrangement. Some flexible working involving weekend or evening work may be required. Leave: 25 days per annum plus eight Bank Holidays and seven University days taken at Christmas. Annual leave for part-time staff is pro-rata. Flexibility: Please note that given the need for flexibility in order to meet the changing requirements, the duties / location of this post and the role of the post-holder may be changed after consultation. No Parking at Hendon campus: There are no parking facilities for new staff joining our Hendon campus, except for Blue Badge holders. Information on public transport to Hendon can be found here: http://www.mdx.ac.uk/campus/campuses/docs/Hendon_campus_map.pdf We offer an interest-free season ticket loan, interest-free motorbike loan, and bicycle and motorbike parking and changing facilities. The post-holder should actively follow Middlesex University policies and procedures and maintain an awareness and observation of Fire and Health & Safety Regulations. Middlesex University is working towards equality of opportunity. Flexible working applications (including part-time working) will be considered. If you wish to apply for this post please complete an application form found here: www.mdx.ac.uk/jobs Please return the completed application form to: [email protected] or to The Recruitment Office, Middlesex University, Hendon Campus, The Burroughs, London, NW4 4BT. Please note that all incoming post to Middlesex University is opened and scanned by our document handler, CDS, and then emailed to the recipient. If you do not want your application form to Middlesex University processed in this way please email it to [email protected]. Closing date for receipt of applications: 27 February 2015 What Happens Next? If you wish to discuss the job in further detail please contact Simon Cassar on (020) 8411 4717 or by email at [email protected] If selected for interview, you will hear directly from someone in the Service Campus, usually within 3 weeks of the closing date. If you do not hear from us you may assume that your application was unsuccessful.
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