High Intensity Caseworker

3 weeks ago

Exeter, United Kingdom Encompass Southwest Full time

Qualification & Experience: No formal qualifications required but must have high emotional intelligence and resilience, be win-win negotiators and be brave enough to change the culture around high intensity users of services.

The overall aim of the pilot is to provide focused support to high intensity users, to break the cycle of repeated presentation and help individuals to achieve a resolution which is both meaningful to them and reduces pressure on the wider statutory services. Bringing together key practitioners to ensure they are all working to the same plan and not working in individual silos. The pilot is a partnership between Encompass Southwest and CoLab. The post will be hosted by CoLab.

This is an exciting opportunity to be part of a team aimed at reducing the inequalities and promoting inclusion to some of the most high needs clients within our community.

**Purpose of the Job**

The main focus of this role includes unmet social needs that present as medical or mental health episodes to either A&E, GPS’ and other public services. High Intensity individuals attending healthcare more than expected can often be linked to other issues such as; homelessness, individuals who self-harm, and medical, social presentations. They may not be accessing scheduled services and therefore rely heavily on unscheduled services. Personalisation is pivotal to this role, actively listening and working together to underpin changes in patient behaviour rather than resorting to punitive measures.

The purpose of this role is to coordinate the support of the top 30 high intensity users of collective public services (A&E, GP’s, Police, Mental Health, 101 or Ambulance services). The successful applicant will work in partnership with NEXUS PCN, public and VCS service partners to deliver an holistic social prescribing service to clients, understanding the person, their circumstances and life experiences to support them to meet their goals enabling them to live the life they want.

The highest top 30 individuals will each have a key “supporter” and a single plan shared with all agencies who come into contact with the individual. A key part of the role is the ability to talk to other agencies and engage them in the service to ensure a wrap around community based offer for the client.

Project Outcomes:

- High intensity users will feel supported and listened to, to manage the issues which have lead them to become reliant on key public services, ensuring timely referrals into the most appropriate services based on their individual needs to support resilience.
- Key public services will see a reduction in the number of high intensity users accessing key services specifically unplanned calls/attendances.

**Main Duties**
- To promote the High Intensity user program across all agencies through networking and literature
- In partnership with NEXUS PCN identify and agree the top 30 high intensity users and which agencies are currently supporting each client.
- Identify and agree the Key supporter for each client, ensuring that you have overall ownership of the case with the ability to co-ordinate a wraparound service based on the clients individual needs.
- Act as a conduit to negotiate and de-escalate issues before a crisis occurs; a situation which has historically led to a destabilisation of their condition and resulting in a 999 call / A&E attendance.
- Conduct one to one intensive support to high user clients through a person centred needs assessment to identify and address the underlying causes which have lead them to become a high intensity user of services (trauma informed approach).
- Support clients guiding them through the complex journey and multi-faceted approach to encourage appropriate use of scheduled and unscheduled care services.
- Identify voluntary agencies who can support clients and make timely referrals to services.
- Assist other providers to identify patterns and ‘causal factors’ which trigger relapse behaviours in former High Intensity Users in order to shape future commissioning of service and/or demand/capacity planning.
- Identify where gaps in service exist - prepare businesses cases to access funding via one Northern Devon to spot purchase specific services or support.
- Record all case notes on Advice Pro (Encompass Data Management system)
- Prepare quarterly project reports to present to the Strategic group.
- Attend regular project team meetings based around the High Intensity User group.
- Record all case notes on Advice Pro (Encompass Data Management system)

**Administration, Records and Statistics**:

- Prepare monthly time sheets are submitted by the 7th of the following month.
- Accurately maintain all project records /reports/client records/client notes & etc.
- Actively be involved in the development of outcomes and outputs related to the project. Record, monitor, analyse and present statistics in relation to these to enable the provision of reports to project funding providers

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