Advocate Nhs Complaints/social Care/community

6 months ago

Dewsbury, United Kingdom Healthwatch Kirklees Full time

Reports to: Healthwatch Director

Hours: 22.5 to be worked across 3 days - Based remotely, flexible/hybrid working

**Salary**: £24,200 per annum (for full time hours)

Pension contribution: 7% employer contribution

Healthwatch Kirklees are partnering with Cloverleaf Advocacy to deliver the Kirklees Advocacy Hub. This role will be employed by Healthwatch Kirklees and seconded into the Hub.

The role will focus on supporting people to raise complaints about NHS or social care services, and will also support people to have their voices heard about their care and support.

This role includes supporting adults including people with long-term conditions, learning disabilities, neurodivergent people, people with physical and sensory impairment, people who are bereaved and those with a mental health need.

**Workplace values**

The postholder will be expected to operate in line with the workplace values of Healthwatch Kirklees, which are:

- We care about others and show this in the way we interact with members of the public, colleagues, volunteers and staff from other organisations.
- We work to make sure everyone’s voice is heard, including those who are vulnerable or disempowered (e.g. individuals who are unwell, bereaved or disabled) or at difficult points in their lives and who may find it more difficult to share their experience.
- We listen carefully to the feedback people give us and treat this information with respect and understanding.
- We work flexibly and our team work in creative and innovative ways, to respond to different situations and circumstances.
- We are approachable and responsive to others.
- We are honest, transparent, independent and answerable.
- We champion equitable ways of working.
- We challenge those in authority to improve and design better health and social care services
- We contribute to making change happen, empowering local people and communities to get the best from health and social care services
- We are a learning organisation; we learn from the work we do and support everyone in the team to develop their skills and knowledge.

**Role Overview**:
The Advocate will work mainly supporting individuals who wish to make complaints about their NHS experiences. There will also be some work on social care complaints and community/non-statutory advocacy. The role will involve providing support via face-to-face and video meetings and telephone conversations.

Working under the umbrella of Healthwatch Kirklees, the Advocate will embody the organisation's values and vision while ensuring that the rights of individuals are upheld throughout the complaints process. The role requires a compassionate, dedicated, and knowledgeable individual who can navigate the complexities of the healthcare system and empower people to voice their concerns effectively.

**Key Responsibilities**:
**Provide Expert Guidance**: Offer comprehensive and accurate information to individuals seeking to raise complaints about NHS and social care services, explaining their rights and options within the complaints processes.

**Empower People**: Work closely with people to understand their concerns, empowering them to articulate their complaints and helping them define their desired outcomes. When necessary, the Advocate will, with the consent of the person, speak on their behalf

**Navigate the Complaints Systems**:Guide people through the complaints procedures, ensuring they are informed at each stage and providing support at the level that people need; this could involve supporting individuals to identify their key concerns, understand the complaints processes and use them appropriately, writing letters to NHS and social care providers, attending meetings with providers, raising complaints with the Ombudsman services.

**Effective Communication**: Liaise with relevant NHS and social care staff, ensuring that peoples' concerns are addressed appropriately and that they are kept informed of the progress.

**Promote Rights**: Advocate for peoples' rights, ensuring that their voices are heard, their rights are respected, and their confidentiality is maintained.

**Collaboration**: Collaborate with Healthwatch Kirklees team sharing insights and trends from advocacy work to contribute to the organization's mission of improving local healthcare services.

**Documentation**: Maintain accurate and confidential records of interactions, ensuring that all actions taken are appropriately documented.

**Feedback and Improvement**: Provide feedback to Healthwatch Kirklees on systemic issues and barriers identified through advocacy work, contributing to continuous service improvement.

**Person Specification**

**When completing your CV and covering letter, please make sure you address all the points below in your personal statement..**

**Qualifications**:
Essential: A relevant level 3 qualification or equivalent experience in a healthcare, social care, or advocacy-related field.

Desirable: Level 4 Qualification in Independ

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