Advocacy Assistant NHS Complaints Advocacy Service

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1 Advocacy Assistant NHS Complaints Advocacy Service JOB DESCRIPTION Post: Hours: Location: Accountable to: Pay: Advocacy Assistant 22 hours per week York Office or Home Based, although the role will require individuals to work flexibly and travel throughout North Yorkshire. Project Coordinators and Assistant Directors 16,500 p.a. pro rata Other: Permanent Contract subject to a six month probationary period and an annual performance review. Appointment subject to a satisfactory Disclosure and Barring Service (DBS) enhanced with barred list check. Two satisfactory references and evidence must be provided of a right to work in the United Kingdom. Overall Purpose: To provide support to the NHS Complaints Advocacy team, which works with people in the North Yorkshire County Council area wishing to make a complaint in relation to NHS services. Successful candidates will be expected to ensure full compliance with guidance and regulations relating to NHS Complaints and uphold the highest quality standards in the provision of the service. A professional, customer service focused attitude is essential. As an employee of Cloverleaf Advocacy the agency expects everyone to demonstrate positive social care values while performing your role these include: compassion, dignity, integrity, respect and responsibility. The role will include working with people of all ages including those with learning disabilities, people with mental health needs, people with physical and sensory impairment and older people.

2 The role will involve supporting advocates in their day to day roles and the development of the service. The role will also include developing awareness of the service, and supporting groups and workshop facilitation, to help people build effective complaint skills. The post holder will assist in providing a response to enquiries and referrals and contribute to the general running and development of Cloverleaf Advocacy. The post holder will work in conjunction with other staff of the agency, and will assist in the coordination and development of the service where appropriate. Key Tasks: Advocacy Support To provide follow up contact and initial assessment of advocacy need by telephone to people once a referral has been received and accepted. To respond to enquiries to the service. To provide information, both verbally and in writing, about NHS complaints processes, NHS England and the Health Service Ombudsman. To signpost to appropriate specific NHS, legal advice and other appropriate services where necessary. To support advocacy clients, via or phone to complete effective complaint letters. To carry out initial home visits (and follow up as required) with advocates. To attend and support advocacy clients at meetings in relation to their complaint. To carry out client feedback interviews at the end of the advocacy intervention. To support with the facilitation self advocacy groups and skills training with and for service users. To work within and comply with the contractual remit of the service, NHS codes of practice, code of conduct, company rules and all Cloverleaf policies. Administration, Monitoring & Evaluation To complete case recording in accordance with agency practice, using the Lamplight system. To update and complete case records within agency time limits. To contribute to the production of quarterly and other monitoring reports. To maintain satisfactory records and administration systems and contribute to the efficient running of the service. To record inputs, outputs and outcomes in accordance with agency procedures. To identify issues of importance raised by individuals using the service from their views and experiences and promote these through relevant means e.g. service user groups, planning meetings etc. To actively participate in and contribute to team meetings, supervision sessions and staff appraisals as arranged. To assist in establishing criteria for good practice in advocacy and in monitoring and evaluating the service against these criteria.

3 Accountability To seek guidance and support from management staff. To record movements in office diary and provide relevant information to Service Managers as requested. To work closely with the people using the service in accordance with the code of practice and other agency procedures. Working with others Internal To attend team meetings & planning meetings with colleagues. To induct and support students, volunteers and new staff including providing shadowing opportunities. External To liaise with service providers, relatives and others engaged with/working with service users as part of the role. To develop good working relationships with other agencies and with referrers. Project Development To support service managers with promotion of the service this will include attendance at events, local research, facilitating community based drop-ins To contribute to the development of operational and administrative policies, practices and procedures of Cloverleaf Advocacy. To publicise and promote the work of the organisation and the development of advocacy, including innovative models of advocacy. To take part in and contribute to training and development (including completion of the national advocacy qualification) All staff have a collective responsibility towards the effective running of Cloverleaf Advocacy. As such, new tasks and duties may develop in the light of experience, which may be allocated where reasonable, after discussion with the post holder. Please apply by submitting a Cloverleaf Form available on our website. Closing Date for s: Monday 19 May 2014 at 17.00hrs Date: Wednesday 28 May 2014 All completed applications should be submitted to: June Gill, Cloverleaf Advocacy 2000 Ltd, First Floor, 9 Wellington Road, Dewsbury, West Yorkshire, WF13 1HF.

4 Cloverleaf Advocacy NHS Complaints Advocate Person Specification Requirements Essential How evidenced Education and Qualifications 1. General secondary/higher education. 5 GSCE s or equivalent, including Maths and English. Ability to write clear and concise English and competent in form Qualification Certificates Experience and Knowledge Skills and abilities numeracy 2. Awareness of the legislation, policies and procedures that influence NHS complaints processes and advocacy. 3. Recent experience in a paid or voluntary capacity involving direct contact with members of the public. 4. Experience of working effectively in an inter-agency context, and with a range of stakeholders, including health and social care professionals and family carers 5. Understanding of the need to develop and maintain confidential records and related systems 6. Ability to listen to and engage with people from diverse backgrounds both in a face to face role and over the telephone 7. Ability to deliver excellent customer care skills, display empathy and deal effectively with conflict situations 8. An understanding of the needs and issues faced by people using NHS. 9. Excellent communication skills in person, over the phone and in writing 10. Ability to research information from a number of sources, including the internet 11. Experience of dealing with the public either face to face or over the phone 12. Ability to manage a complex workload and to prioritise effectively 13. Commitment to equal opportunities 14. Ability to build positive working relationships and networks with other professionals 15. Ability to keep up to date, accurate and accessible electronic and paper case records 16. Ability to reflect on and learn from experience and maintain an awareness of oneself 17. Self motivated and able to work under own initiative good office skills and IT literate

5 Other: Other: 18. Hold driving licence, and have daily access to car, for travel across the North Yorkshire County Council region and other areas by agreement 19. Willingness to undertake National Advocacy Qualification and other training as identified Desirable 20. Further Education Qualification (NVQ, HNC) in a relevant subject) in Mental Health or Health and Social Care form form/certificates 21. Knowledge of local service provision 22. Knowledge of the local area 23. Experience of advocating for others 24. Ability to speak community languages (other than English) 25. Ability to research information only Flexible approach to working Positive approach to change A professional, customer focused attitude is essential Ability to speak languages other than English When completing your application form, please address all of the essential points in numerical order of the person specification and any of the desirable points you are able to fulfil. If you do not address them, the assumption will be made that you do not meet that particular requirement for the role, and this will reduce your chances of invitation for interview. April 2014 V1.0

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