SOUTH OF ENGLAND ADVOCACY PROJECTS JOB DESCRIPTION

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1 SOUTH OF ENGLND DVOCCY PROJECTS JOB DESCRPTON Job Title Project Deputy CS Salary Scale NJC ( 26,784 28,353) Reporting to Locality Job Purpose 1. The Deputy will be concerned with providing direct support to the in managing the ndependent Complaints dvocacy Service (CS) in their locality, for people who are in receipt of health services, or who require such services. The service aims to support anyone who wishes to make a complaint about any aspect of their NHS treatment or care, and is a way of providing an additional safeguard to ensure fair and appropriate care. 2. The Deputy will ensure that the service is appropriate and sensitive to differences of race, culture, belief, sexual preference, age, gender and ability, and that it is accessible and actively promoted to all sections of the community. 3. The Deputy will promote the service as a process by which people are enabled to articulate their views themselves, or through a competent and independent voice, which will express their wishes and feelings. 4. The Deputy will, in the first instance, support the development and maintenance of a local service, which is sensitive to local conditions, whilst ensuring that it conforms to the same high quality standards being implemented by the rest of the South of England locality teams. This will include deputising for, where appropriate, and supporting the and providing direct line management to some staff in the local team, as agreed. Key Tasks and Responsibilities 1. Support the development and maintenance of a high quality advocacy service across the locality managing the implementation, delivery and coordination of both remote and specialist advocacy provision across levels 1 to 5 and in accordance with Key Performance ndicators 2. Support the delivery of the service to appropriate quality standards

2 3. Provide line management support, supervision and appraisals to locality CS staff, as agreed 4. Ensure the smooth running of the day to day operation through planning and delivering Duty dvocacy rotas and other operational aspects of the service 5. Provide support and supervision to in Group Supervision 6. Support and Senior with the management of complex cases 7. ssist in the implementation of national standards, key performance indicators and assist senior managers in working towards and maintaining externally accredited quality assurance awards 8. ttend and participate in regular supervision and appraisal sessions with the 9. Keep abreast of new legislation and government reports which impact on people s rights and health care practice, and to ensure such information is disseminated to staff 10. Become familiar with, and work within, the policies and procedures of South of England dvocacy Projects and ensure that their locality CS Staff adhere to all existing SEP policies, procedures and protocols 11. ttend and participate in service reviews, organisational training and organisational meetings as required 12. Raise awareness and understanding of the role of the service, and the difficulties that clients face when wanting to make a complaint, or when facing a problem with their health services, undertaking presentations on the service across the region. 13. Be aware of current trends and issues relating to health services and forms of advocacy 14. Ensure strict confidentiality is maintained at all times 15. Travel beyond the immediate geographical area as required from time to time 16. Some evening and weekend work will be required from time to time 17. Undertake relevant training as necessary 18. Ensure that all duties and services provided are in accordance with SEP s Equality and Diversity Policy. 19. Comply with individual responsibilities in relation to health and safety in the workplace in accordance with SEP s Health & Safety Policy & Procedure. 20. Undertake such other duties and tasks commensurate to the grade and character of work. Therefore the above list of main tasks in this job description should not be regarded as exclusive or exhaustive. Note: This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations

3 are a common occurrence and cannot themselves justify a reconsideration of the grading of the post. SEP reserves the right to update the Job Description from time to time to reflect these changes in or to the post after consultation about any proposed changes. Organisation Structure Deputy Chief Executive Project Director CS Regional Operations (SW) Regional Operations (SE) Taunton / Liskeard Trowbridge Basingstoke ylesbury Tunbridge Wells External Contacts Patients, their parents and carers Other Local dvocacy Projects PLS Co-ordinators/Healthcare Complaints s Statutory gencies Primary Care Trusts and NHS hospital trusts Local nvolvemement Networks (LNKs) Local Voluntary and Private Organisations Signatures Post Holder Date Line Date

4 SOUTH OF ENGLND DVOCCY PROJECTS PERSON SPECFCTON Job Title Project Deputy CS Salary Scale NJC ( 26,784 28,353) Education & Qualifications Essential Criteria good level of written and verbal English Desirable Criteria Method of ssessment = pplication = nterview T = Test / good standard of general education Key Skills & bilities bility to communicate well with vulnerable people, service providers and staff bility to support vulnerable people through the process of resolving complaints and other issues bility to respect, and promote, vulnerable people s right to make their own informed decisions without influence bility to maintain a positive, nonjudgemental approach and address discriminatory

5 practices bility to deliver presentations to a wide audience Good administrative and organisational skills bility to operate a computer and undertake own administrative tasks when necessary. Knowledge Knowledge and understanding of the principles of advocacy and empowerment and a well developed awareness of the benefits and issues involved for people who use services, service providers and planners. This should be based on personal experience or direct involvement with service provision. Knowledge, understanding or experience of NHS Complaints Procedure Working knowledge of vulnerable people s rights and relevant legislation Understanding of the way local authorities provide services for vulnerable people Experience t least 2 years experience of provision of direct advocacy support or complaints work Some line management experience, ideally within the advocacy field /T Working with vulnerable people Experience of managing complex services at operational level working with a range of different client groups Experience of working

6 Personal ttributes Behavioural pproach Other bility to be selfmotivating in managing, organising and prioritising workload bility to motivate people and to provide leadership in local teams commitment to the rights of vulnerable people to access Health Care and the NHS Complaints Procedure commitment to equal opportunities and anti-oppressive practices with an understanding of the principles of antidiscriminatory practice and equal opportunities and a non-judgemental attitude commitment to team work Flexibility to work unsocial hours when required Driving License and access to a car for the within and contributing to quality management systems Experience of managing and delivering service targets and reporting on Key Performance ndicators Experience of managing and maintaining health and safety requirements

7 purpose of work bility to travel throughout the locality

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