Independent Health Complaints Advocate Coordinator

Role purpose
Providing independent Health complaint advocacy for a statutory rights based service under the Health and Social Care Act 2014, empowering qualifying individuals to raise concerns, speak up, and participate in decisions about their care and treatment. The post focuses on ensuring individuals have dignity and respect, clarifying options to challenge decisions, and supporting involvement, independence, and wellbeing. It is also about helping in providing accessible information, facilitating advocacy escalation if necessary, in writing to the parliamentary and Health service ombudsman, whilst  monitoring outcomes of individuals to improve experiences towards suitable resolutions.

This role will include listening and providing information and representing people’s views. You may be asked to support people by attending Best Interests Meetings, Review Meetings, Safeguarding meetings, Hospital PALS Manager’s Meetings, Community Mental Health meetings, Social Care Practitioners meeting, Mental Health Review Tribunals, Ward Round Meetings and Care Plan Approach meetings focussing on solutions to any NHS complaint

We must provide advocacy to Ealing residents over 18. You will ensure that people have their voice heard, views and rights understood and feel more in control of decisions affecting them.

Key Responsibilities

-        Provide people with information about their rights

-        Help people understand the information given to them and the options available

-        Empower individuals to challenge and raise concerns themselves about their care and treatment.

-        When required liaise with key health care professionals, parliamentary and health ombudsman on behalf of individuals when required

-        Represent key meetings when required

-        Delivering IHCA Advocacy Awareness campaigns and other workshops in person and online when required.

-        Understanding Safeguarding and GDPR compliance.

-        Administrative duties include the completion of case notes, quarterly reports, managing the inbox, triaging referrals to ensure they meet the eligibility requirements, and onboarding clients onto the database.

-        Action planning with the client, identifying goals and empowering them to create this document and own it collaboratively

-        Work in line with the Advocacy Charter

-        Following our non-instructed advocacy policy to ensure those who have communication issues, still get effective representation.

-        Also, an understanding of IMCA.

Person Specification

Essential:

• At least 2 years’ experience/knowledge of providing Independent Health Complaint Advocacy towards the NHS
• Excellent listening skills
• Strong communication and case planning skills
• Completed Kate Mercer Advocacy Training (formal external qualification) or equivalent.
• The ability to build good relationships
• Commitment to equitable access and digital proficiency.
• Ability to work to deadlines and work independently
• Flexibility, reliability, and confidence when speaking with a range of people
• Experience and good working knowledge in Microsoft Office products
• Excellent report writing skills
• Knowledge and experience of supporting people with learning and communication difficulties
• An awareness of diversity and ability to research complex and sensitive issues independently and quickly

Desirable:

·       Lived experience of mental health

·       Driving license

·       Other Languages

Post is subject to a DBS check.

We are an equal opportunities employer and are proud to employ a workforce that reflects the diverse communities we serve. We welcome applications from all suitably qualified people from all backgrounds.