High Intensity Users (HIU) Lead
The closing date is 22 February 2026
Job summary
Fixed-term or Secondment (with approval)
We are excited to recruit a full-time HIU Lead to support our Complex Care Service, a pioneering initiative within our Primary Care Network (PCN), made up of our GP practices working in close partnership with neighbourhood teams.
The HIU Service supports individuals who frequently attend A&E or use emergency services more than expected. Many face complex challenges including poor physical or mental health, housing instability, loneliness, or substance misuse. This service takes a person-centred approach, building trusted relationships and offering long-term, practical support to help people access the right care and improve their quality of life.
Main duties of the job
This is a non-clinical role focused on listening, understanding, and empowering. As a HIU Lead, you will:
- Work directly with individuals to explore whats going on in their lives
- Build trust and offer guidance tailored to each persons needs
- Connect people with appropriate services including health, housing, social care, and community support
- Take a collaborative, person-centred approach to reduce avoidable emergency service use
About us
Lincoln Healthcare Partnership (LHP) PCN is a forward thinking, innovative PCN made up of two practices (4 sites) based in central Lincoln with a patient population of just under 40,000 people.
The population of the LHP PCN has a higher percentage of working age adults and includes a high number of Lincoln University students as we run a practice on the University campus site. We have a smaller than average number of older residents and we also manage a number of care homes based in central Lincoln.
Being a city centre PCN with a younger than average population along with a higher level of deprivation and prevalence of mental health than the Lincolnshire average which influences our health care needs and the associated service provision.
Details
Date posted
12 February 2026
Pay scheme
Other
Salary
£31,049 a year
Contract
Fixed term
Duration
1 years
Working pattern
Full-time
Reference number
A0720-26-0000
Job locations
Lincoln Healthcare Partnership PCN
Langton House, Lindum Business Park
Lincoln
LN6 3QX
Job description
Job responsibilities
The post holder will work as an employee of Lincoln Healthcare Partnership (LHP) Primary Care Network through Heart of Lincoln Medical Group.
It will be LHP PCNs collective responsibility to lead to the transformation of culture, behaviours and attitudes of high intensity users of health care and changing the behaviour and wellbeing of the HIU client group. The post holders role is to contribute to the changes and role model the appropriate behaviours to influence others.
The post holder will act as high intensity use lead working with people with high intensity use of healthcare, through direct contact with the client group, seek to create a connection and discover and address any underlying reasons (social or emotional) that may be contributing to elevated health care contacts. This will deliver measurable improved outcomes for the benefit of clients, staff, and the community.
The main focus includes unmet social needs that present as medical or mental health episodes to A&E. Other reasons why HIU individuals attend healthcare more than expected include, homelessness, individuals who self-harm, and medical, social presentations. They may not be accessing scheduled services and therefore rely heavily on unscheduled services. The ability to connect with others is pivotal to this role, actively listening and working together to underpin changes the client needs support with rather than resorting to punitive measures.
Our key expectations of the HIU lead role are:
Self-awareness
Adaptability
Openness
Positivity with a real sense of being able to strive for the impossible
Generosity of spirit
Ability to negotiate with stakeholders as well as the client themselves
Job Summary
A highly motivated, emotionally intelligent, and resilient person with leadership skills, whose drive is quality client care and who thrives off innovation. Lateral thinking, which is out of the box is encouraged to support this vulnerable client group.
The Objectives of the Service are:
Measurable:
Identify those at greatest risk of A&E attendance and non-elective admissions.
Proactively work with a rolling cohort of HIU clients, really understanding what they need.
To coordinate wellbeing and connect with other services, enrolling them to help to get to the desired end.
Reducing 999 calls as a natural by-product (possibly ambulance and police).
Reducing A&E attendances and avoidable non-elective admissions
More Difficult to Measure but Essential:
Drive equality and client voice.
Forming robust network of community health, social care, mental health and police to manage clients, creating true integrated working.
Providing a service driven by quality with positive human outcomes observed.
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 A&E attendance 999 calls.
Improving communication and partnership working between those involved in client care 24.7.
Identify patterns and causal factors which trigger relapse behaviours in order to shape future commissioning of service and/or demand/capacity planning.
Empower clients to self-manage to enable sustainable discharge.
Expected Outcomes:
The key outcomes that the proposed service will deliver are:
Impact positively on reducing the high intensity use of healthcare.
To support clients to flourish through sustaining job opportunities, reconnecting with families, improving well-being etc.
A new culture of 1:1 coaching as a medium to deliver sustainable change.
It is recognised that the latter two points of expected outcomes are more difficult to measure but they are essential outcomes if a culture change is to occur to lower the stigma associated with this cohort.
The post holder is responsible for creating an innovative way of supporting the reduction in high intensity use of A&E. They will facilitate discussions and advise colleagues as to how best practice might be adopted for future development of the service and oversee their delivery.
Lead in removing potential barriers and stigma associated with HIU to promote equality, diversity and safeguarding service wide.
The HIU Lead will act as an advocate for the client, guiding them through the complex journey and multi-faceted approach to encourage appropriate use of scheduled and unscheduled care services.
A further element of the role would be coordination, sharing and learning of the work with community-based staff to promote safe practice and sustainability.
The post is responsible for providing professional expertise to the outcome of the business processes for the Lincolnshire Integrated Commissioning Board, including report writing and presenting evaluation reports.
Main Purpose of Job:
To provide holistic one to one person centred support for people aged 18 and over who have high dependency on emergency services and who are frequent visitors/callers of A&E, the Urgent Care Centre and East Midlands Ambulance Service.
To meet and collaborate with identified MDT partners to identify, discuss, and prioritise appropriate referrals from the patient cohort list.
To work and collaborate with the voluntary and community sector, including Community Connector and wider Partnerships, to help identify appropriate referral destinations and to explore opportunities to meet gaps in services and activities.
To ensure effective record keeping and storage of patient data to demonstrate outputs and outcomes which is compliant with GDPR.
To actively contribute as a member of a well-established social prescribing team and Neighbourhood network team who support the most vulnerable in society, contributing to the response to Population Health Management and Health Inequalities.
Key Tasks and Responsibilities
1. To provide holistic one to one person centred support for people aged 18 and over who have high dependency on emergency services and who are frequent visitors, callers of A&E, the Urgent Care Centre and East Midlands Ambulance Service.
Carry out the role of a facilitator, broker, sign poster, community connector and navigator, acting as an enabler between the voluntary and community sector, patients, GPs and health clinicians, and social care.
Provide support to patients, generally in their own homes, up to 3-4 months to help direct and connect them to alternative sources of non-medical support services and activities.
Offer a personalised approach to sensitively uncover the real reasons for them calling 999 or presenting frequently at A&E UTC.
During client visits undertake an assessment to gather baseline data and to identify the support needs and actions. Generating personalised care and support or wellbeing plans, which may include risk management.
Ensure support actions agreed with the patient are carried out by the service. Support areas could include making referrals into a range of services provided by the voluntary, statutory or private sector, help with non-means tested benefit form filling e.g. Personal Independent Payments, Attendance Allowance, housing forms etc, distributing food bank vouchers, identifying suitable volunteering opportunities, connecting people into peer to peer led activities, initially taking patients to services if their confidence is low etc.
Once support has been provided carry out a final assessment
2. To work and collaborate with the voluntary and community sector to help identify appropriate referral destinations and to explore opportunities to meet gaps in services and activities.
Keep abreast of a wide range of support services on offer in the voluntary and community sector through undertaking research, making connections with organisations and groups and by using a range of local online directories and Community Connectors.
Build and maintain positive relationships with a wide range of voluntary and community sector providers.
When gaps is services and activities are identified discuss and raise these with the team and if required liaise with voluntary organisations and Community Connector to help identify solutions.
3. To ensure effective record keeping and storage of patient data to demonstrate outputs and outcomes which is compliant with GDPR.
Ensure all patient records and actions are entered onto our record keeping systems.
Ensure GDPR requirements are adhered to in relation to data management.
When required, support in gathering any data required for working out cost savings to the wider health and social care sector as a result of the service interventions.
4. To actively contribute as a member of a well-established Neighbourhood team who support the most vulnerable in society.
Actively contribute to team meetings, away days, planning activities and reflective practice activities.
Share progress, learning and challenges within the existing Integrated Plus social prescribing team.
Share ideas about how the service could develop and evolve.
Adhere to all Lincolnshire CVS, Integrated Plus policies and procedures e.g. lone working, patient consent, information governance, and local governance policy and procedure etc.
4. Key Working Relationships
PCN Complex Care Multi-Disciplinary Team
Local Neighbourhood Team
GP Practices within the PCN
PCN Clinical Pharmacists
PCN Clinical Director, PCN Business Manager and PCN Project Manager
Practice Leaders (Partners and Practice Managers)
Police
Integrated Care Board (ICB) and NHSE
Community Health Teams both physical and mental health
Local Authority
Job description
Job responsibilities
The post holder will work as an employee of Lincoln Healthcare Partnership (LHP) Primary Care Network through Heart of Lincoln Medical Group.
It will be LHP PCNs collective responsibility to lead to the transformation of culture, behaviours and attitudes of high intensity users of health care and changing the behaviour and wellbeing of the HIU client group. The post holders role is to contribute to the changes and role model the appropriate behaviours to influence others.
The post holder will act as high intensity use lead working with people with high intensity use of healthcare, through direct contact with the client group, seek to create a connection and discover and address any underlying reasons (social or emotional) that may be contributing to elevated health care contacts. This will deliver measurable improved outcomes for the benefit of clients, staff, and the community.
The main focus includes unmet social needs that present as medical or mental health episodes to A&E. Other reasons why HIU individuals attend healthcare more than expected include, homelessness, individuals who self-harm, and medical, social presentations. They may not be accessing scheduled services and therefore rely heavily on unscheduled services. The ability to connect with others is pivotal to this role, actively listening and working together to underpin changes the client needs support with rather than resorting to punitive measures.
Our key expectations of the HIU lead role are:
Self-awareness
Adaptability
Openness
Positivity with a real sense of being able to strive for the impossible
Generosity of spirit
Ability to negotiate with stakeholders as well as the client themselves
Job Summary
A highly motivated, emotionally intelligent, and resilient person with leadership skills, whose drive is quality client care and who thrives off innovation. Lateral thinking, which is out of the box is encouraged to support this vulnerable client group.
The Objectives of the Service are:
Measurable:
Identify those at greatest risk of A&E attendance and non-elective admissions.
Proactively work with a rolling cohort of HIU clients, really understanding what they need.
To coordinate wellbeing and connect with other services, enrolling them to help to get to the desired end.
Reducing 999 calls as a natural by-product (possibly ambulance and police).
Reducing A&E attendances and avoidable non-elective admissions
More Difficult to Measure but Essential:
Drive equality and client voice.
Forming robust network of community health, social care, mental health and police to manage clients, creating true integrated working.
Providing a service driven by quality with positive human outcomes observed.
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 A&E attendance 999 calls.
Improving communication and partnership working between those involved in client care 24.7.
Identify patterns and causal factors which trigger relapse behaviours in order to shape future commissioning of service and/or demand/capacity planning.
Empower clients to self-manage to enable sustainable discharge.
Expected Outcomes:
The key outcomes that the proposed service will deliver are:
Impact positively on reducing the high intensity use of healthcare.
To support clients to flourish through sustaining job opportunities, reconnecting with families, improving well-being etc.
A new culture of 1:1 coaching as a medium to deliver sustainable change.
It is recognised that the latter two points of expected outcomes are more difficult to measure but they are essential outcomes if a culture change is to occur to lower the stigma associated with this cohort.
The post holder is responsible for creating an innovative way of supporting the reduction in high intensity use of A&E. They will facilitate discussions and advise colleagues as to how best practice might be adopted for future development of the service and oversee their delivery.
Lead in removing potential barriers and stigma associated with HIU to promote equality, diversity and safeguarding service wide.
The HIU Lead will act as an advocate for the client, guiding them through the complex journey and multi-faceted approach to encourage appropriate use of scheduled and unscheduled care services.
A further element of the role would be coordination, sharing and learning of the work with community-based staff to promote safe practice and sustainability.
The post is responsible for providing professional expertise to the outcome of the business processes for the Lincolnshire Integrated Commissioning Board, including report writing and presenting evaluation reports.
Main Purpose of Job:
To provide holistic one to one person centred support for people aged 18 and over who have high dependency on emergency services and who are frequent visitors/callers of A&E, the Urgent Care Centre and East Midlands Ambulance Service.
To meet and collaborate with identified MDT partners to identify, discuss, and prioritise appropriate referrals from the patient cohort list.
To work and collaborate with the voluntary and community sector, including Community Connector and wider Partnerships, to help identify appropriate referral destinations and to explore opportunities to meet gaps in services and activities.
To ensure effective record keeping and storage of patient data to demonstrate outputs and outcomes which is compliant with GDPR.
To actively contribute as a member of a well-established social prescribing team and Neighbourhood network team who support the most vulnerable in society, contributing to the response to Population Health Management and Health Inequalities.
Key Tasks and Responsibilities
1. To provide holistic one to one person centred support for people aged 18 and over who have high dependency on emergency services and who are frequent visitors, callers of A&E, the Urgent Care Centre and East Midlands Ambulance Service.
Carry out the role of a facilitator, broker, sign poster, community connector and navigator, acting as an enabler between the voluntary and community sector, patients, GPs and health clinicians, and social care.
Provide support to patients, generally in their own homes, up to 3-4 months to help direct and connect them to alternative sources of non-medical support services and activities.
Offer a personalised approach to sensitively uncover the real reasons for them calling 999 or presenting frequently at A&E UTC.
During client visits undertake an assessment to gather baseline data and to identify the support needs and actions. Generating personalised care and support or wellbeing plans, which may include risk management.
Ensure support actions agreed with the patient are carried out by the service. Support areas could include making referrals into a range of services provided by the voluntary, statutory or private sector, help with non-means tested benefit form filling e.g. Personal Independent Payments, Attendance Allowance, housing forms etc, distributing food bank vouchers, identifying suitable volunteering opportunities, connecting people into peer to peer led activities, initially taking patients to services if their confidence is low etc.
Once support has been provided carry out a final assessment
2. To work and collaborate with the voluntary and community sector to help identify appropriate referral destinations and to explore opportunities to meet gaps in services and activities.
Keep abreast of a wide range of support services on offer in the voluntary and community sector through undertaking research, making connections with organisations and groups and by using a range of local online directories and Community Connectors.
Build and maintain positive relationships with a wide range of voluntary and community sector providers.
When gaps is services and activities are identified discuss and raise these with the team and if required liaise with voluntary organisations and Community Connector to help identify solutions.
3. To ensure effective record keeping and storage of patient data to demonstrate outputs and outcomes which is compliant with GDPR.
Ensure all patient records and actions are entered onto our record keeping systems.
Ensure GDPR requirements are adhered to in relation to data management.
When required, support in gathering any data required for working out cost savings to the wider health and social care sector as a result of the service interventions.
4. To actively contribute as a member of a well-established Neighbourhood team who support the most vulnerable in society.
Actively contribute to team meetings, away days, planning activities and reflective practice activities.
Share progress, learning and challenges within the existing Integrated Plus social prescribing team.
Share ideas about how the service could develop and evolve.
Adhere to all Lincolnshire CVS, Integrated Plus policies and procedures e.g. lone working, patient consent, information governance, and local governance policy and procedure etc.
4. Key Working Relationships
PCN Complex Care Multi-Disciplinary Team
Local Neighbourhood Team
GP Practices within the PCN
PCN Clinical Pharmacists
PCN Clinical Director, PCN Business Manager and PCN Project Manager
Practice Leaders (Partners and Practice Managers)
Police
Integrated Care Board (ICB) and NHSE
Community Health Teams both physical and mental health
Local Authority
Person Specification
Qualifications
Essential
- * Motivational interviewing
- * Coaching for Health and Wellbeing
- * Personalised Care Institute e-learning modules PCSP, shared decision making or equivalent
- * You are a person who is willing to go the extra mile for a person to ensure they get the right care and support. You are passionate about making a difference to peoples lives
- * Adaptability, flexibility and ability to cope with uncertainty and change
- * Excellent time keeping and prioritisation skills
Desirable
- * Self-motivated and proactive
- * Continued commitment to improve skills and ability in new areas of work
Experience
Essential
- * Experience of supporting vulnerable adults in a person centred way
- * Experience of working in the voluntary and community sector
- * Experience of case load management.
- * Experience of working in teams
- * Experience of collaborative working
Desirable
- * Experience of providing social prescribing interventions
Skills
Essential
- Essential
- * You have the ability to work sensitively in difficult emotional circumstances with empathy, compassion, respect and understanding.
- *Knowledge of asset/strength-based recovery models and approaches
- *You will be able to cooperate with a range of health professionals, voluntary sector providers and people around the range of possibilities that might be available in enabling service provision to be more holistic to improve mental health and wellbeing of vulnerable people.
- *You possess a strong and practical understanding of safeguarding policy and practice and are up to date with current legislation.
- * Excellent communication and interpersonal skills.
- * Knowledge and understanding of equality and diversity
- * Knowledge and understanding of GDPR
- * You can plan, prioritise and carry out your work in a flexible way. You are accustomed to working on your own and in teams.
- * You know how to use a range of software to produce written documents, spreadsheets, presentations. You can effectively manage communication by email, and you are comfortable using collaborative online tools (for example WhatsApp, Twitter, Facebook, using text editors such as Word/Pages and other message apps.
- * Demonstrate ability to work in a busy environment; ability to deal with both urgent and important tasks and to prioritise effectively whilst also supporting others
Desirable
- Desirable
- * Knowledge of health and social care
- * Local knowledge of the voluntary and community sector
- * Ability to use Microsoft 365
- * Specific Aptitudes Awareness of equality and valuing diversity principles Understanding of Confidentiality and Data Protection Act
- * Able to undertake the demands of the post with reasonable adjustments if required
- * Ability to work from home on some occasions where tasks allow
Person Specification
Qualifications
Essential
- * Motivational interviewing
- * Coaching for Health and Wellbeing
- * Personalised Care Institute e-learning modules PCSP, shared decision making or equivalent
- * You are a person who is willing to go the extra mile for a person to ensure they get the right care and support. You are passionate about making a difference to peoples lives
- * Adaptability, flexibility and ability to cope with uncertainty and change
- * Excellent time keeping and prioritisation skills
Desirable
- * Self-motivated and proactive
- * Continued commitment to improve skills and ability in new areas of work
Experience
Essential
- * Experience of supporting vulnerable adults in a person centred way
- * Experience of working in the voluntary and community sector
- * Experience of case load management.
- * Experience of working in teams
- * Experience of collaborative working
Desirable
- * Experience of providing social prescribing interventions
Skills
Essential
- Essential
- * You have the ability to work sensitively in difficult emotional circumstances with empathy, compassion, respect and understanding.
- *Knowledge of asset/strength-based recovery models and approaches
- *You will be able to cooperate with a range of health professionals, voluntary sector providers and people around the range of possibilities that might be available in enabling service provision to be more holistic to improve mental health and wellbeing of vulnerable people.
- *You possess a strong and practical understanding of safeguarding policy and practice and are up to date with current legislation.
- * Excellent communication and interpersonal skills.
- * Knowledge and understanding of equality and diversity
- * Knowledge and understanding of GDPR
- * You can plan, prioritise and carry out your work in a flexible way. You are accustomed to working on your own and in teams.
- * You know how to use a range of software to produce written documents, spreadsheets, presentations. You can effectively manage communication by email, and you are comfortable using collaborative online tools (for example WhatsApp, Twitter, Facebook, using text editors such as Word/Pages and other message apps.
- * Demonstrate ability to work in a busy environment; ability to deal with both urgent and important tasks and to prioritise effectively whilst also supporting others
Desirable
- Desirable
- * Knowledge of health and social care
- * Local knowledge of the voluntary and community sector
- * Ability to use Microsoft 365
- * Specific Aptitudes Awareness of equality and valuing diversity principles Understanding of Confidentiality and Data Protection Act
- * Able to undertake the demands of the post with reasonable adjustments if required
- * Ability to work from home on some occasions where tasks allow
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Heart of Lincoln Medical Group (HLMG)
Address
Lincoln Healthcare Partnership PCN
Langton House, Lindum Business Park
Lincoln
LN6 3QX
Employer's website
Employer details
Employer name
Heart of Lincoln Medical Group (HLMG)
Address
Lincoln Healthcare Partnership PCN
Langton House, Lindum Business Park
Lincoln
LN6 3QX
Employer's website
Employer contact details
For questions about the job, contact:
Details
Date posted
12 February 2026
Pay scheme
Other
Salary
£31,049 a year
Contract
Fixed term
Duration
1 years
Working pattern
Full-time
Reference number
A0720-26-0000
Job locations
Lincoln Healthcare Partnership PCN
Langton House, Lindum Business Park
Lincoln
LN6 3QX
Privacy notice
Heart of Lincoln Medical Group (HLMG)'s privacy notice (opens in a new tab)