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Band 5 PALS and Complaints Officer-Bath
2 weeks ago
Description of the duties
Service Activity
- To be a first point of contact for enquiries, concerns, suggestions and complaints from service users, patients, carers, members of the public and staff – referring them and signposting them to relevant agencies.
- To resolve concerns and queries from service users, carers, patients, members of the public – many of which will be complex and/or sensitive - by analysing situations, problem solving effectively and mediation.
- Work closely with the PALS and Complaints Manager on complex cases taking guidance and direction from them.
- To maintain client confidentiality at all times and in line with PALS, and the Trust's, procedures and protocols and ensure they are treated with dignity and respect.
- Advise service users, patients and carers about the complaints process and how to access support to use the Trust complaints system.
- To advise on how to make a complaint and how to access independent Complaints Advocacy Services and other sources of help and support around the complaints process.
- Attend meetings and support initiatives to help Trust services learn from, and make improvement based on user, carer and patient feedback - support service users and carers in expressing their views in the same Information.
Research and Publicity
- Develop and maintain PALS information systems keeping them up to date, relevant and accurate at all times.
- To provide support, and be a source of information, for staff in order to facilitate their own response to queries and concerns expressed.
- To provide information on, or search for sources of information on, specialist mental health, general health and social care related services including those that support the individual service users access to the NHS e.g. interpreting services, advocacy services.
- To contribute to the production of PALS information, updates and publicity e.g. leaflets, newsletters of client inspired service development, public meetings and forums.
- To promote and publicise the Trust PALS service acting as an ambassador for it all times.
Monitoring, Evaluation and Record Keeping
- To regularly review, and work to, PALS standards, procedures and protocols – advising on changes and improvement where needed. To maintain efficient systems for monitoring PALS activity and data.
- To record and maintain high quality, contemporary evidence of all contact with PALS service users, recording this appropriately and in a timely way.
- Manage the input of information and records onto the PALS database and the production of PALS reports.
- Educated to degree level or prepared to undertake qualification in customer care, advice and guidance or similar.
- Evidence of further education or equivalent level of knowledge.
- Knowledge of a range of care settings.
- Quality Improvement Qualification or Training.
- Experience of dealing with public face-to-face and working with people in stressful situations.
- Sound knowledge of NHS/public sector complaints.
- Experience of giving people information and support including when they are distressed and angry.
- Confident, competent computer skills with working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
- Experience of developing and/or providing information materials for use by a range of people (AIS, translation etc).
- Experience of working in statutory or voluntary sector in health/social care related environments.
- Experience of service improvement.
- Experience of PALS, customer care and/or service user or carer involvement.
- Ability to analyse conflicting views and opinions in an emotionally charged atmosphere and to bring about resolution or agree a course of action.
- Able to make correct decisions within a set of clear guidelines, and able to prioritise complex, time sensitive tasks and activities, balancing own workload.
- Competent spelling, grammar and layout skills; able to produce a variety of work, e.g. letters, minutes, presentations, e-mails and reports.
- Able to build effective internal and external working relationships and work effectively with all grades of staff.
- Facilitation, Chairing or Training Skills.
- Information management skills.
- Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.
- Ability to travel across the Trust.
