Hub Coordinator

Reports to: Executive Director of Workforce Location:Office based Bedfordshire Hours:Full time Salary:£30,000 per annum Contract:Permanent Responsible for: Day-to-day Hub coordination, triage, rota oversight, in-hours call handling, inbox management, stakeholder coordination, supervision coordination, reporting, records management and general administration. About the Role The Hub Coordination Lead will coordinate the daily operation of the Nurture Hub, ensuring that staff, managers, commissioners, referrers and partner agencies receive a safe, organised, responsive and professional service. This is a key coordination role within Nurtures operational and workforce support structure. The postholder will act as a central point of contact for calls, emails, workforce queries, rota matters, supervision coordination, wellbeing support requests and general Hub administration. The role will support both the Intensive Support Service and the Sexual Offence Examination Service. For the Sexual Offence Examination Service, the postholder will maintain visibility of the daily nurse rota and ensure that calls requiring an immediate service response are routed to the nurse on duty. Out-of-hours urgent concerns will be escalated through the agreed Director On-Call route. The Hub Coordination Lead will need to be organised, calm under pressure, professionally curious and able to manage sensitive information with discretion. The role requires strong communication, administration, rota coordination and stakeholder management skills. Key Responsibilities 1. Hub Coordination and Daily Operations • Coordinate the daily operation of the Nurture Hub. • Ensure Hub systems, communication routes, trackers and escalation processes are operating effectively. • Provide a professional and responsive first point of contact for staff, managers, commissioners, referrers and partner agencies. • Support the development and maintenance of Hub procedures, scripts, guidance and service standards. • Ensure Hub activity is organised, logged and followed up appropriately. • Support the smooth running of the Intensive Support Service and Sexual Offence Examination Service through effective administration and coordination. • Work closely with the Executive Director of Workforce, HR / People Manager, service leads and wider operational colleagues. 2. Triage, Call Handling and Communication • Receive and log in-hours telephone calls to the Nurture Hub. • Monitor the Hub inbox and ensure that correspondence is acknowledged, recorded and directed appropriately. • Act as a central point of contact for routine external enquiries. • Triage workforce, operational, wellbeing and stakeholder queries. • Ensure matters are directed to the appropriate person or escalated through the correct route. • Monitor secure communication routes and ensure confidential information is handled appropriately. • Identify sensitive, urgent or high-risk matters and escalate them immediately through the agreed route. • Maintain accurate contact and enquiry records. • Ensure communication is professional, timely, clear and aligned with Nurtures values. 3. Sexual Offence Examination Service Call Routing • Maintain visibility of the daily Sexual Offence Examination Service nurse rota. • Ensure contact details for the nurse on duty are accurate and accessible through agreed secure systems. • Route calls requiring immediate Sexual Offence Examination Service response to the nurse on the rota for that day. • Escalate concerns where the nurse on duty is unavailable or where the issue requires additional operational, safeguarding or executive oversight. • Ensure urgent out-of-hours concerns are escalated to the Director On-Call where they cannot safely wait until the next working day. • Maintain accurate records of call routing, actions taken and any escalation required. • Ensure callers are clear about emergency routes where there is an immediate risk to life, safety, safeguarding or clinical need. 4. Rota and Workforce Coordination • Maintain oversight of staff rotas, availability, annual leave, sickness absence, training commitments and shift changes. • Support the administration of rota updates and communicate relevant changes to staff and managers. • Identify rota gaps, staffing pressures and risks to service continuity. • Escalate unfilled shifts and urgent staffing concerns promptly. • Maintain the daily nurse rota and contact information required for Sexual Offence Examination Service call routing. • Support the Executive Director of Workforce and HR / People Manager with workforce planning, retention and staff engagement activity. • Support recruitment administration, reference processes and employment documentation where required. • Maintain onboarding, induction, compliance and mandatory training records. 5. Wellbeing, Supervision and Debriefing Coordination • Coordinate Start Shift Well and End Shift Well activity. • Coordinate supervision bookings, reflective practice sessions, management supervision and post-incident debriefing. • Maintain supervision schedules, attendance records and follow-up actions. • Identify staff who may require additional wellbeing or management support and escalate appropriately. • Support staff to access agreed wellbeing routes, including counselling, occupational health, employee assistance provision or specialist support where appropriate. • Support staff wellbeing events, recognition activity and communications. • Promote psychologically safe working practices through professional, compassionate and respectful communication. • Ensure wellbeing-related information is handled sensitively and confidentially. 6. Records, Reporting and Administration • Maintain accurate Hub trackers, dashboards, action logs, rota records, meeting records and workforce documentation. • Maintain SharePoint folders, databases and records in line with agreed information-governance standards. • Coordinate meeting invitations, agendas, minutes and action logs. • Support preparation of reports, dashboards and governance papers. • Coordinate travel, expenses, equipment requests, room bookings and practical arrangements. • Support service meetings, governance meetings, staff forums and training sessions. • Ensure all Hub records are accurate, confidential, up to date and stored securely. • Identify recurring themes, risks and service pressures arising from Hub contacts and escalate these appropriately. 7. Governance, Risk and Escalation • Follow agreed Hub escalation processes and ensure concerns are raised promptly. • Escalate urgent concerns to the appropriate clinical lead, operational lead, safeguarding lead, HR / People Manager, Executive Director of Workforce or Director On-Call. • Support accurate recording of risks, actions, decisions and outcomes. • Contribute to quality improvement and learning by identifying themes from Hub activity. • Support audit, governance review and assurance activity where required. • Maintain professional boundaries and ensure the Hub does not act outside its remit. • Ensure emergency situations are directed to the appropriate emergency, safeguarding or clinical response route. Leadership and Behavioural Expectations The Hub Coordination Lead will be expected to: • Model Nurture values in every interaction. • Be calm, organised and responsive. • Communicate clearly and professionally. • Create a welcoming and psychologically safe first point of contact. • Treat staff, managers and external stakeholders with compassion and respect. • Maintain confidentiality and professional boundaries. • Escalate concerns promptly and appropriately. • Work collaboratively with HR, service leads and operational colleagues. • Support a culture of learning, reflection and continuous improvement. • Remain flexible and solution-focused in a developing service environment. Success in the First 12 Months Success in the first year will include: • Establishing the Hub as a professional, responsive and trusted point of contact. • Maintaining accurate rotas, trackers, records, inbox systems and escalation logs. • Supporting safe call-routing arrangements for the Sexual Offence Examination Service. • Supporting effective workforce coordination across both services. • Coordinating supervision, Start Shift Well, End Shift Well and debriefing arrangements. • Ensuring staff, managers and stakeholders receive timely responses and clear communication. • Supporting recruitment, onboarding, training and compliance administration. • Identifying recurring themes, pressures and risks from Hub contacts. • Contributing to a positive staff wellbeing and psychologically safe culture. • Demonstrating Nurtures values through professional, compassionate and organised practice. Our Promise to You At Nurture, you will be part of a values-led organisation committed to supporting staff as well as the people and services they care for. You will be supported by the Executive Director of Workforce, HR / People Manager and wider leadership team. You will receive induction, supervision, professional support and opportunities to contribute to the development of the Nurture Hub. You will not be expected to manage complex or urgent matters alone. You will work within clear escalation routes and a supportive structure that values fairness, compassion, learning, reflection and shared accountability. Applications will be considered on a rolling basis, and early applications are encouraged. Job description Job responsibilities Reports to: Executive Director of Workforce Location:Office based Bedfordshire Hours:Full time Salary:£30,000 per annum Contract:Permanent Responsible for: Day-to-day Hub coordination, triage, rota oversight, in-hours call handling, inbox management, stakeholder coordination, supervision coordination, reporting, records management and general administration. About the Role The Hub Coordination Lead will coordinate the daily operation of the Nurture Hub, ensuring that staff, managers, commissioners, referrers and partner agencies receive a safe, organised, responsive and professional service. This is a key coordination role within Nurtures operational and workforce support structure. The postholder will act as a central point of contact for calls, emails, workforce queries, rota matters, supervision coordination, wellbeing support requests and general Hub administration. The role will support both the Intensive Support Service and the Sexual Offence Examination Service. For the Sexual Offence Examination Service, the postholder will maintain visibility of the daily nurse rota and ensure that calls requiring an immediate service response are routed to the nurse on duty. Out-of-hours urgent concerns will be escalated through the agreed Director On-Call route. The Hub Coordination Lead will need to be organised, calm under pressure, professionally curious and able to manage sensitive information with discretion. The role requires strong communication, administration, rota coordination and stakeholder management skills. Key Responsibilities 1. Hub Coordination and Daily Operations • Coordinate the daily operation of the Nurture Hub. • Ensure Hub systems, communication routes, trackers and escalation processes are operating effectively. • Provide a professional and responsive first point of contact for staff, managers, commissioners, referrers and partner agencies. • Support the development and maintenance of Hub procedures, scripts, guidance and service standards. • Ensure Hub activity is organised, logged and followed up appropriately. • Support the smooth running of the Intensive Support Service and Sexual Offence Examination Service through effective administration and coordination. • Work closely with the Executive Director of Workforce, HR / People Manager, service leads and wider operational colleagues. 2. Triage, Call Handling and Communication • Receive and log in-hours telephone calls to the Nurture Hub. • Monitor the Hub inbox and ensure that correspondence is acknowledged, recorded and directed appropriately. • Act as a central point of contact for routine external enquiries. • Triage workforce, operational, wellbeing and stakeholder queries. • Ensure matters are directed to the appropriate person or escalated through the correct route. • Monitor secure communication routes and ensure confidential information is handled appropriately. • Identify sensitive, urgent or high-risk matters and escalate them immediately through the agreed route. • Maintain accurate contact and enquiry records. • Ensure communication is professional, timely, clear and aligned with Nurtures values. 3. Sexual Offence Examination Service Call Routing • Maintain visibility of the daily Sexual Offence Examination Service nurse rota. • Ensure contact details for the nurse on duty are accurate and accessible through agreed secure systems. • Route calls requiring immediate Sexual Offence Examination Service response to the nurse on the rota for that day. • Escalate concerns where the nurse on duty is unavailable or where the issue requires additional operational, safeguarding or executive oversight. • Ensure urgent out-of-hours concerns are escalated to the Director On-Call where they cannot safely wait until the next working day. • Maintain accurate records of call routing, actions taken and any escalation required. • Ensure callers are clear about emergency routes where there is an immediate risk to life, safety, safeguarding or clinical need. 4. Rota and Workforce Coordination • Maintain oversight of staff rotas, availability, annual leave, sickness absence, training commitments and shift changes. • Support the administration of rota updates and communicate relevant changes to staff and managers. • Identify rota gaps, staffing pressures and risks to service continuity. • Escalate unfilled shifts and urgent staffing concerns promptly. • Maintain the daily nurse rota and contact information required for Sexual Offence Examination Service call routing. • Support the Executive Director of Workforce and HR / People Manager with workforce planning, retention and staff engagement activity. • Support recruitment administration, reference processes and employment documentation where required. • Maintain onboarding, induction, compliance and mandatory training records. 5. Wellbeing, Supervision and Debriefing Coordination • Coordinate Start Shift Well and End Shift Well activity. • Coordinate supervision bookings, reflective practice sessions, management supervision and post-incident debriefing. • Maintain supervision schedules, attendance records and follow-up actions. • Identify staff who may require additional wellbeing or management support and escalate appropriately. • Support staff to access agreed wellbeing routes, including counselling, occupational health, employee assistance provision or specialist support where appropriate. • Support staff wellbeing events, recognition activity and communications. • Promote psychologically safe working practices through professional, compassionate and respectful communication. • Ensure wellbeing-related information is handled sensitively and confidentially. 6. Records, Reporting and Administration • Maintain accurate Hub trackers, dashboards, action logs, rota records, meeting records and workforce documentation. • Maintain SharePoint folders, databases and records in line with agreed information-governance standards. • Coordinate meeting invitations, agendas, minutes and action logs. • Support preparation of reports, dashboards and governance papers. • Coordinate travel, expenses, equipment requests, room bookings and practical arrangements. • Support service meetings, governance meetings, staff forums and training sessions. • Ensure all Hub records are accurate, confidential, up to date and stored securely. • Identify recurring themes, risks and service pressures arising from Hub contacts and escalate these appropriately. 7. Governance, Risk and Escalation • Follow agreed Hub escalation processes and ensure concerns are raised promptly. • Escalate urgent concerns to the appropriate clinical lead, operational lead, safeguarding lead, HR / People Manager, Executive Director of Workforce or Director On-Call. • Support accurate recording of risks, actions, decisions and outcomes. • Contribute to quality improvement and learning by identifying themes from Hub activity. • Support audit, governance review and assurance activity where required. • Maintain professional boundaries and ensure the Hub does not act outside its remit. • Ensure emergency situations are directed to the appropriate emergency, safeguarding or clinical response route. Leadership and Behavioural Expectations The Hub Coordination Lead will be expected to: • Model Nurture values in every interaction. • Be calm, organised and responsive. • Communicate clearly and professionally. • Create a welcoming and psychologically safe first point of contact. • Treat staff, managers and external stakeholders with compassion and respect. • Maintain confidentiality and professional boundaries. • Escalate concerns promptly and appropriately. • Work collaboratively with HR, service leads and operational colleagues. • Support a culture of learning, reflection and continuous improvement. • Remain flexible and solution-focused in a developing service environment. Success in the First 12 Months Success in the first year will include: • Establishing the Hub as a professional, responsive and trusted point of contact. • Maintaining accurate rotas, trackers, records, inbox systems and escalation logs. • Supporting safe call-routing arrangements for the Sexual Offence Examination Service. • Supporting effective workforce coordination across both services. • Coordinating supervision, Start Shift Well, End Shift Well and debriefing arrangements. • Ensuring staff, managers and stakeholders receive timely responses and clear communication. • Supporting recruitment, onboarding, training and compliance administration. • Identifying recurring themes, pressures and risks from Hub contacts. • Contributing to a positive staff wellbeing and psychologically safe culture. • Demonstrating Nurtures values through professional, compassionate and organised practice. Our Promise to You At Nurture, you will be part of a values-led organisation committed to supporting staff as well as the people and services they care for. You will be supported by the Executive Director of Workforce, HR / People Manager and wider leadership team. You will receive induction, supervision, professional support and opportunities to contribute to the development of the Nurture Hub. You will not be expected to manage complex or urgent matters alone. You will work within clear escalation routes and a supportive structure that values fairness, compassion, learning, reflection and shared accountability. Applications will be considered on a rolling basis, and early applications are encouraged.