CCIM Case Manager
Department of Health and Social Care
Apply before 11:55 pm on Friday 27th September 2024
Details
Reference number
Salary
Job grade
Contract type
Loan
Secondment
Length of employment
Business area
Type of role
Working pattern
Number of jobs available
Contents
Location
About the job
Job summary
If you like being at the heart of things, working on some of the most important issues effecting people across the UK, then working in the National Supply Disruption Response (NSDR) is the right place for you. Our team acts as a single point of contact when a provider, supplier or research body has exhausted all other options available to them to maintain supply of medical products. We are a UK-wide service working closely with the NHS and national governments of Scotland, Wales, Northern Ireland and the Crown Dependencies.
Job description
The CCIM Case Manager role sits within the NSDR’s Complex Case Investigation and Management (CCIM) team, which is a customer-facing operational team. The team manages a 0800 national supply incident helpline and responds to notifications of medical product shortages from product suppliers, NHS Trusts, social care providers and other health and care partners from across the UK. Working with other UK delivery partners, the team actively logs, investigates, and resolves supply disruptions, including arranging emergency freight solutions via the NSDR’s Freight Desk.
CCIM Case Manager will be responsible for leading the investigation and resolution of complex supply cases. This role will involve working with clinical experts, supply chain experts and other stakeholders to manage a case investigation team to identify and deliver supply solutions. The role holder should have the ability to deal with multiple day to day customer and case management responsibilities whilst maintaining quality standards.
Person specification
- Fully accountable for the management of a geographically diverse team of HEO case assistants, setting strategic business priorities for your areas of responsibility and driving performance against key objectives
- Deliver a high-quality service, by responding promptly to new complex cases raised through the escalation process, managing case workload within the team
- Overseeing CCIM investigations into supply disruptions, taking responsibility for the flexible, effective, personalised delivery of customer service, quality, and performance.
- Monitoring case workload by observing and evaluating responses and resolution of investigations of supply disruptions by the CCIM team
- Ensuring cases are maintained and up to date on the case management database
- Providing support and guidance to team in managing cases to prompt resolution
- Liaising with key stakeholders to identify decisions which require escalation
- Ensuring reporting deadlines are met by the team
- Work with internal and external stakeholders and NSDR colleagues to ensure information flows to support successful case resolution
- Represent the NSDR in corporate groups across the Supply Resilience Directorate, ensuring information and knowledge is shared in a timely manner
- Ensure accurate and sustained record management; within the case management system and shared outlook inbox.
Key skills and experience
- Excellent and proven customer service skills, with the ability to build and maintain effective relationships with a wide range of stakeholders
- Strong and effective leadership experience using your own initiative, with the ability to lead through others and make sound, complex decisions at pace
- Lead performance within your business area, undertaking regular face-to-face performance reviews with your direct reports, identifying risks to performance achievement, and driving forward continuous improvement.
- Can communicate with clarity, conviction and enthusiasm with colleagues, partners and stakeholders to drive positive outcomes.
- Able to work at pace with excellent organisational skills; a good multi-tasker that can prioritise effectively to manage workload in demanding situations.
- Excellent written and oral communication skills with sensitivity and understanding, and the ability to confidently engage with stakeholders to make outputs easy to follow and to understand.
- Proficient in Microsoft Word, PowerPoint, Excel, Outlook, and Teams.
Your normal place of work will be your contractual primary workplace, usually either London or Leeds. Within DHSC we offer non-contractual hybrid working. The expectation at present is a minimum of 60% of your working time spent in the office, enabling in person interaction and collaboration and enhancing team working, learning, and support.
You will be asked to express a location preference during the application process. Please be aware that this role can only be worked in the UK and not overseas and some travel may be required across the DHSC estate.
Opportunities for some working from home may be available; other flexible working options may be discussed with the hiring manager in line with individual circumstances and business need.
There are a limited number of DHSC colleagues who have existing agreed homeworking contracts resulting from Our Future Estate Programme 2023-2024. Colleagues covered by these arrangements are eligible to apply for this role whilst continuing their agreed existing home working arrangement. Occasional travel to DHSC offices or other locations may still be required according to business need. Travel and subsistence will be provided in line with the pre-agreed homeworker arrangements.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Managing a Quality Service
- Communicating and Influencing
- Seeing the Big Picture
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
Sift date: W/C 30/09/2024
Interview date: expected W/C 14/10/2024
Interview location: By video
The available interview slots will be released with the sift scores.
Applications will be sifted on CV, Statement of Suitability and Behaviours
Please use your CV to set out your career history, highlighting specific responsibilities and achievements that are relevant for this role. These can be found in the ‘key skills and experience required for the role’ section of the advert.
Please use your statement of suitability to (in no more than 500 words) outline how you meet the key skills and experience required for the role as set out in the job advert.
An initial sift based on Lead Behaviour - Leadership may be held if a large number of applications are received. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
At interview candidates will be assessed on Behaviours, Strengths
To find out more about working in the department please visit our page on the Civil Service Careers Website here
Please be aware that some travel may be required across the DHSC estate.
Further Information
A reserve list may be held for a period of 12 months from which further appointments can be made.
Any move to DHSC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
This role is being advertised on a permanent basis. If preferable, Loan or Secondment options will also be available for existing Civil Servants (Loan) and applicants from accredited NDPBs or any other employer (Secondment). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via dhscrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Terms and Conditions
Candidates should note that DHSC’s Terms and Conditions of employment changed from 1 October 2013. It is the candidate’s responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful.
New Entrants to the Civil Service
New entrants appointed in grades AA to G6 will receive DHSC’s modernised terms and conditions:
- Annual Leave: 25 days on entry rising by one day for each completed year of service to a maximum of 30 days and pro-rata for part-time staff
- Privilege Leave: 1 day - for the King’s birthday
- Hours of Work: 37 hours (net) per week for full time staff in all geographical locations, including London and pro rata for part-time staff
- Occupational Sick Pay (OSP): one month full pay/one month half pay on entry, rising by one month for each completed year of service to a maximum of five months’ full pay and five months’ half pay
- Mobility: Mobility clause in contracts allow staff to be mobile across the Civil Service
- Probation: 6 month probation period
Existing Civil Service staff transferring from another Government department, on either level transfer or promotion
All staff moving to DHSC will transfer onto DHSC’s modernised terms and conditions (as outlined above).
Existing DHSC staff, appointed on promotion
If DHSC’s modernised terms and conditions are already held, the employee will retain those terms and conditions. If DHSC’s pre-modernised terms and conditions are held, the employee will transfer onto DHSC’s modernised terms and conditions (as outlined above).
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Sarah Connelly
- Email : Sarah.connelly@dhsc.gov.uk
Recruitment team
- Email : dhscrecruitment.grs@cabinetoffice.gov.uk
Further information
