JOB DESCRIPTION
Job Title: Student Pastoral Support Manager
Division:
Corporate
Base: Wythenshawe Hospital
Full Time: 37.5 Hours
Band: 5
Job Purpose
The Student Pastoral Support (SPS) Manager is responsible for supervising the organisation and
delivery of the Student Pastoral Support Service for approximately 450 medical students based at
MFT Wythenshawe and associated community and hospital placements.
The post holder, whilst managed by the Head of Undergraduate Medical Education, will work
closely with the Associate Hospital Deans for Student Pastoral Support and Hospital Dean to
provide an identifiable, accessible and responsive Student Pastoral Support Service on a day to
day basis, meeting with students independently and making appropriate Pastoral care decisions.
The post holder will liaise, support and work with appropriate staff at all levels within and outside
of the Trust to deliver an effective Student Pastoral Support Service for students, frequently
distressed, with issues such as health related (predominantly mental health), financial and family
issues, including bereavement and personal relationship issues. Support for students in
preparation for Fitness to Practise Committee Hearings is also frequently provided.
The post holder will ensure effective student support by liaising with and arranging appointments
with senior staff as appropriate, such as the Director of Occupational Health at the University and
the University Disability and Support Service (DASS) or Associate Hospital Dean for Student
Pastoral Support. These are frequently emotional, sensitive and complex issues and can be
encountered on a daily basis.
The post holder is responsible for overseeing the referrals to DASS (Disability Advisory and
Support Services) and the monitoring of accurate records and dissemination of confidential DASS
Support Plans to appropriate members of staff within the organisation. These confidential support
plans are distributed frequently and contain sensitive and confidential information, often complex,
about students.
Main Duties and Responsibilities
Communications
Author: Nicola Lees
Date: Updated October 2019
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1. To provide accurate, current information about a wide range of student support and other
health services available within the Trust and University, and directly sign-posting
distressed students and tutors to the Programme Handbook and Support Services
available.
2. To provide expert advice and support for staff and tutors, when required, to attend in
person to assist in difficult, often sensitive, situations with students to achieve resolution.
3. To use methods of communication that are appropriate for the recipient, are inclusive and
demonstrate compliance with data protection and other legislation and respect for diversity
and equality.
4. To promote equity in service provision with appropriate departments and services when
issues arise.
5. Working with outside agencies as required, to be instrumental in the strategic and
operational development of Student Pastoral Support. Frequent day to day contact with the
Student Pastoral Support Office at the University Department of Medical Education
(DoME).
6. Frequent communication with medical students, Undergraduate teams, Consultants, Leads
and University as well as other sectors.
7. Dealing with telephone enquiries which frequently require tact and/or diplomacy, prompt
response and communicating, as appropriate, thereafter.
8. Responsible for managing the daily flow of student correspondence to an agreed
timescale, including uploading of documents to 1Med Records.
9. To draft or redraft response letter, file notes and meeting notes and ensure that all Student
Pastoral Support correspondence is clear, concise, grammatically correct and written to an
appropriate standard.
10. Attend meetings and provide minutes, as required.
Analytical and Judgemental Skills
1. To deal with and resolve problems quickly and efficiently, making independent decisions
for student or tutor concerns. Frequently sensitive, emotive and complex concerns and
enquiries including issues of loss and bereavement with a range of emotions expressed.
2. To use judgement when liaising with the Hospital Dean, Associate Hospital Deans and
Head of Undergraduate Medical Education on urgent matters.
3. Responsible for the accurate maintenance of all information in electronic format to enable
the SPS team to work effectively and efficiently.
4. To produce regular interval reports showing activity and outcomes and service quality
improvements as required.
5. To collate relevant information and liaise with appropriate staff at University Division of
Medical Education (DoME) Student Pastoral Support and the University Occupational
Health and DASS to aim to achieve effective Student Pastoral Support.
6. Production of statistics and reports, including the upload of documents and maintenance of
student timelines of 1Med.
7. To assist in areas of audit and quality assurance.
8. To conduct satisfaction surveys of student support.
9. To act as an advocate when required, for vulnerable students respecting and promoting
diversity and equality and demonstrating empathy for their situation.
Planning and organising
1. Responsible for the overseeing the forward planning of Student Pastoral Support (SPS)
clinics, for example during induction periods, revision and exam periods and following the
release of examination results.
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Date: Updated October 2019
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2. Work closely with the Student Pastoral Support Assistant in detailed planning of SPS
clinics to ensure smooth and successful delivery.
3. Undertake routine clerical duties and any other tasks relevant to the role as requested as,
and when, required.
4. Responsible for the operational aspects of Student Pastoral Support clinics, attending and
supporting the Associate Dean for Student Pastoral Support and, where appropriate,
Hospital Dean, checking accurate records known as “file notes” for each student support
interaction and providing appropriate copies to University Student Pastoral Support via
1Med, and sending encrypted copies to students. They will be required to record this
information on 1Med, including reason for appointment, follow-up arrangements, planning
future arrangements and monitoring referrals, as required.
5. The post holder will work closely with the Quality Assurance Manager and Undergraduate
Senior Management to ensure that students receive an excellent Student Pastoral Support
Service. This will involve writing, distributing, collecting and analysing student support
satisfaction surveys and 1Med data.
6. The post holder will also be responsible for visiting students off site, if required, and liaising
with senior staff at associated hospitals when issues of student support arise. In addition,
they will be required to monitor student complaints concerning student support in
association with the Head of Undergraduate Medical Education, Associate Hospital Dean
for Student Pastoral Support and Hospital Dean and ensure a satisfactory resolution.
7. As well as planning and running joint Student Pastoral Support Clinics with the Associate
Dean for Student Pastoral Support, they will be required to operate a drop-in and
telephone-based service that requires concentrated and intense mental effort with frequent
interruptions.
8. To work with Associate Dean for Student Pastoral Support and Hospital Dean to manage
often emotional situations of potential or actual conflict, mediating between staff and
students to allow concerns to be expressed freely.
9. To keep accurate written and electronic records (on 1Med) of Student Pastoral Support
issues and appointments to assist day to day case management.
10. Responsible for managing Student Pastoral Support clinics for the Associate Dean for
Student Pastoral Support and, where appropriate, for the Hospital Dean.
11. To draft or redraft response letters, file notes and meeting notes and ensure that all student
support correspondence is clear, concise, grammatically correct and written to an
appropriate standard. This work is intense and requires sustained concentration, however,
this may be frequently interrupted.
12. To provide advice and assistance for students, tutors and Student Pastoral Support
Assistant in the process and progress of student issues.
Responsibility for Policy and Service Development and Implementation
1. Responsible for ensuring confidentiality of Student Pastoral Support records and File
Notes.
2. Attendance to Student Pastoral Support meetings at the University Division of Medical
Education and sub committees related to that role. Follows policies in own role which are
determined by others, may be required to comment on policies, procedures or possible
developments.
3. Develop the SPS Office to keep abreast of continual changes within the process of
supporting students.
Responsibilities for Human Resource and Leadership
Author: Nicola Lees
Date: Updated October 2019
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The Student Pastoral Support (SPS) Manager is responsible for the day-to-day management of
their team. This includes all issues relating to the recruitment. Selection and induction of new
staff, ensuring that all Trust procedures are applied. They will also be responsible for the
deployment and training of staff in their remit.
1. Manage the recruitment and selection of administrative staff in their remit.
2. Responsible for cover arrangements of administrative staff within remit and within
available resource to ensure administrative services are available as needed.
3. Review workload issues, staffing levels and supervisory arrangements for these staff.
4. To undertake annual staff personal development (appraisal) in line with Trust policy.
Monitor the performance of all staff within remit, ensuring that individual training and
development needs are identified and provide staff with access to appropriate training and
development, Responsible for monitoring of staff performance and early discussion stage
of disciplinary matters.
5. Maintain and control staff sickness and be responsible for the management for the
administrative staff in their remit in accordance with Trust policies and procedures.
6. Establishing and operating effective administrative systems, It systems and procedures
related to the work of the Student Pastoral Support Office.
7. Managing the flow of work, supervising, guiding and supporting the administrative team.
8. Influence, lead and encourage administrative staff members within remit.
9. Ensure that all staff mandatory training is completed along with appropriate compliance
within the Trust Policies and Procedures.
10. To develop and maintain good relationships with clinical and non-clinical staff to promote
an honest and open culture to ensure speedy resolution of concerns and effective
outcome management.
11. To provide general advice, information and guidance directly to students and tutors as
required.
12. To advise students of the University and Trust complaints procedure and inform
complainants of independent advocacy and other services that may support them as
required.
13. To arrange, attend and manage meetings with appropriate staff and students and
document details of the concerns/complaints.
14. To case manage often highly complex and emotive student issues through close liaison
with the University Student Pastoral Support Service and the University and the Hospital
Occupational Health Services and DASS.
15. To report adverse incidents through the Trust’s incidence reporting system.
Supplementary Information
Freedom to Act
Is guided by standard operating procedures (SOPs), good practice, established precedents,
protocols and codes of conduct. Work is managed rather than supervised and results/outcomes
are assessed at agreed intervals. Understands what results or standards are to be achieved.
Responsibility for Financial and Physical Resources
1. Overall responsibility for the security of the Student Pastoral Support Office due to highly
confidential information stored.
2. Observes personal duty of care and for staff members within remit in relation to equipment
and resources used in course of work
.
Effort and Environmental Factors
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Date: Updated October 2019
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Physical Effort
1. The post holder will mainly be using a PC responding to emails and telephone enquiries
and inputting information, and working constantly with a VDU screen and, therefore, sat in
a restricted position.
2. Sitting in student clinics, often for long periods of time.
3. Required to set up meeting rooms, as appropriate, involving moving chairs and tables.
Mental Effort
1. A high degree of concentration is required as well as analysis of the student problem and
understanding of policies and procedures both within the Trust and the University. In
particular, an updated, advanced knowledge of student progression procedures and
appropriate counselling, occupational health, DASS and other support services required.
2. Must be aware of Data Protection at all times.
3. Student and Tutor enquiries occur on a frequent and daily basis. With 450 students
attached to the Trust these enquires can be disruptive and constant.
4. Complex student follow-up and monitoring database work also involved. There is a need
to work to deadlines in accordance with Enhanced Monitoring, providing information for
placement co-ordinators and running information from 1Med to provide accurate data for
statistics.
5. Attention to detail is essential for accurate preparation for SPS clinics and File Notes, and
the post holder has to adapt to last minute cancellations by students and SPS Associate
Deans.
6. Confidentiality and trust are key components of this role.
Emotional Effort
1. There is a high emotional element to this position. The post-holder may be the first point of
contact and will be required to deal with distressed, upset or angry students/relatives or
tutors. These will include students with their own health problems, family health issues,
bereavement, financial, relationship and accommodation issues, as well as difficulties with
tutors. They need to take appropriate action and find the appropriate help. These must
always be dealt with in a sensitive and confidential manner.
2. The work is intense and requires sustained concentration, however, this may be frequently
interrupted.
Working Conditions
The post-holder will be working in their own office located in the Clinical Skills Unit. However, at
times, it may involve dealing with distressed students in open spaces. The post-holder is based
in the ERC building with recurrent heating and ventilation problems. The post holder will be
required to travel to other hospitals and to the University to support students, attend meetings or
deal with complaints.
General & Corporate Duties
Risk Management
It is a standard element of the role, and responsibility of all staff of the Trust, that they fulfil a
proactive role towards the management of risk in all of their actions. This entails the risk
assessment of all situations, the taking of appropriate actions and reporting of all incidents, near
misses and hazards.
Records Management/ Data Protection
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Date: Updated October 2019
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As an employee of the Trust, you have a legal responsibility for all records (including patient
health, financial, personal and administrative) that you gather or use as part of your work with the
Trust. The records may be paper, electronic, microfiche, audio or videotapes, or x-ray images.
You must consult your manager if you have any doubt as to the correct management of the
records with which you work.
Confidentiality and Information Security
As a Trust employee you are required to uphold the confidentiality of all records held by the Trust,
whether patient records or trust information. This duty lasts indefinitely and will continue after you
leave the trust employment. All employees must maintain confidentiality and abide by the Data
Protection Act.
Data Quality
All staff are personally responsible
for the quality of data entered by themselves, or on their
behalf, on the Trust’s computerised systems or manual records (paper records) and must ensure
that such data is entered accurately to NHS data standards, in a timely manner to ensure high
standards of data quality in accordance with the Trust Data Quality and Clinical Record Keeping
Policies.
To ensure data is handled in a secure manner protecting the confidentiality of any personal data
held in meeting the requirements of the Data Protection Act 1998, Caldicott recommendations
and other relevant legislation and guidance are applicable and should be adhered to.
Health and Safety
All employees of the Trust have a statutory duty of care for their own personal safety and that of
others who may be affected by their acts or omissions. Employees are required to co-operate with
management to enable the Trust to meet its own legal duties and to report any circumstances that
may compromise the health, safety and welfare of those affected by the Trust’s undertakings.
Infection Prevention
As member of a clinical team your personal contribution to reducing healthcare associated
infections (HCAIs) require you to be familiar with the Trust’s Infection Control Manual including
the Hand Decontamination Policy, Personal Protective Equipment Policy, safe procedures for
using aseptic techniques and safe disposal of sharps. You must be aware of your role in the
decontamination of patient shared equipment and are required to attend mandatory training in
Infection Prevention & Control and support the Trust in achieving compliance with the Health Act
2006(all measures known to be effective in reducing Health Care Acquired Infections).
Trust Policies
The Trust operates a range of policies e.g. Human Resources, Clinical Practice (available on the
Trust’s intranet). All Trust employees must observe and adhere to the provisions outlined in these
policies.
Equal Opportunities
The Trust provides a range of services and employment opportunities for a diverse population. As
a Trust employee you are expected to treat all patients/customers and work colleagues with
dignity and respect irrespective of their background.
Safeguarding
All staff have a responsibility to promote the welfare of any child, young person or vulnerable
adult they come into contact with and in cases where there are safeguarding concerns, to act
upon them and protect the individual from harm.
All staff should refer any safeguarding issues to their manager and speculate accordingly in line
with the Trust Child and Adult Safeguarding Policies.
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Any post deemed to have regular contact with children and/or vulnerable adults with require a
Standard/Enhanced* DBS (Disclosure and Barring Service check).
The above is not intended to provide an exhaustive list of duties required of the post-holder and
will be subject to regular review.
Person Specification
Method of
Attributes
Essential
Desirable
Assessment
Education/
Degree or equivalent relevant
Certificate in Counselling level
Certificates or
Qualifications professional knowledge in
2 or Manchester University
evidence of
counselling or complaints
Supporting Student’s Award.
correct training.
procedures in client liaison
and student support role.
ECDL/equivalent.
Experience
Experience of working to
Experience of liaising with a
policies and procedures for
wide range of people including
complaints and interpreting
senior colleagues
regulations.
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Understanding of referral
At least 2 years’ experience
system for University
of dealing with students in
Occupational Health, DASS
emotional circumstances.
and University Student Pastoral
Support.
Experience of liaising with a
wide range of people,
including senior colleagues.
Problem solving abilities.
Ability to work within and
across teams.
Application
Skills
Excellent listening,
Form
counselling and people skills.
Interview
Ability to provide emotional
Presentation
support.
References
Excellent communication,
interpersonal and
organisational skills.
Excellent time management
skills.
Good oral and written
communication skills.
Self-motivated with the ability
to manage own workload.
Understanding of the
importance of confidentiality.
Ability to prioritise competing
tasks effectively
Organisational ability.
Excellent interpersonal skills.
Excellent computer skills with
proficient knowledge of
Microsoft Office (Excel, Word
and Outlook), Internet skills,
knowledge of databases.
Ability to work flexibly as part
Application
of a team.
Form
Evidence of Personal and
Interview
Professional Development.
Presentation
References
Ability to work independently.
Document
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Check.
Knowledge of Student
Knowledge of medical education
Application
Knowledge
Pastoral Support Issues and
appropriate policy and
Form
guidance regulations on Trust Health and Safety issues.
Interview
and University Complaints
References
Procedures.
Good understanding of Trust
policies and procedures.
Knowledge of Caldicott and
Data Protection regulations.
Knowledge of basic statistics and
data handling.
Adherence to confidentiality
regulations.
Conscientious and hard
Evidence of personal
Application
Aptitudes
working.
development.
Form
Interview
Ability to remain calm and
References
professional under pressure.
Proactive and able to work on
own initiative.
Tactful and diplomatic.
Willingness to undertake
training.
Flexible.
Caring and professional
manner.
Team player.
Values
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Date: Updated October 2019
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Post Holder’s name/s: ................................................................................................
Post Holders’ Signature/s: ............................................................
Date: ...................
Manager’s Name: ........................................................................................................
Manager’s Signature: ...................................................................
Date: .....................
Author: Nicola Lees
Date: Updated October 2019
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