Job summary
Make a Difference When It Matters Most
Are you a compassionate communicator with a passion for supporting families through some of their most difficult moments? Avon and Wiltshire Mental Health Partnership NHS Trust (AWP) is seeking a Family Liaison Officer to provide vital support to families and significant others following serious incidents involving our services.
Main duties of the job
As a Family Liaison Officer, you will:
- Be the main point of contact for families during investigations.
- Provide sensitive, respectful, and professional support to bereaved or distressed individuals.
- Guide families through the investigation process, ensuring clear and compassionate communication.
- Liaise with clinical teams, investigators, and external stakeholders.
- Develop case studies, training materials, and reports to support learning and service improvement.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust):a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
AWP is committed to support and create a positive research and evidence-based environment and culture, which can have a beneficial impact on everyone who works for the organisation and the care we provide to those who use our services.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job description
Job responsibilities
Key Responsibilities
Family Support & Communication
- Act as the main point of contact for families and significant others during incident reviews and investigations.
- Establish and maintain compassionate, respectful communication throughout the investigation process.
- Develop tailored communication plans for each family, considering individual needs and consent issues.
- Build trust and openness to help families ask questions and understand outcomes.
Coordination & Liaison
- Liaise with investigation teams and clinical services to ensure timely and appropriate information sharing.
- Support families in receiving outcome reports and explanations of service improvements.
Signposting & Emotional Support
- Signpost families to appropriate support services, including bereavement and counselling.
- Initiate contact with external support services when needed.
Information Management & Reporting
- Maintain accurate records and analyse data to identify themes, trends, and learning opportunities.
- Produce formal reports for internal governance groups and the AWP Board.
- Develop anonymised case studies and training materials to support staff learning.
Training & Development
- Design and deliver communication skills training for AWP staff.Interpret national policy and guidance to ensure best practice.
- Develop and update policies and guidelines relevant to family liaison work.
External Engagement
- Build external networks to stay informed on national best practices and initiatives.
Service Improvement
- Lead service development initiatives using project management and quality improvement methodologies.
- Conduct horizon scanning to anticipate and respond to changes in the healthcare landscape.
- Present complex and sensitive information to large groups for training and development.
Job description
Job responsibilities
Key Responsibilities
Family Support & Communication
- Act as the main point of contact for families and significant others during incident reviews and investigations.
- Establish and maintain compassionate, respectful communication throughout the investigation process.
- Develop tailored communication plans for each family, considering individual needs and consent issues.
- Build trust and openness to help families ask questions and understand outcomes.
Coordination & Liaison
- Liaise with investigation teams and clinical services to ensure timely and appropriate information sharing.
- Support families in receiving outcome reports and explanations of service improvements.
Signposting & Emotional Support
- Signpost families to appropriate support services, including bereavement and counselling.
- Initiate contact with external support services when needed.
Information Management & Reporting
- Maintain accurate records and analyse data to identify themes, trends, and learning opportunities.
- Produce formal reports for internal governance groups and the AWP Board.
- Develop anonymised case studies and training materials to support staff learning.
Training & Development
- Design and deliver communication skills training for AWP staff.Interpret national policy and guidance to ensure best practice.
- Develop and update policies and guidelines relevant to family liaison work.
External Engagement
- Build external networks to stay informed on national best practices and initiatives.
Service Improvement
- Lead service development initiatives using project management and quality improvement methodologies.
- Conduct horizon scanning to anticipate and respond to changes in the healthcare landscape.
- Present complex and sensitive information to large groups for training and development.
Person Specification
Education and Qualification
Essential
- Masters Degree level standard or equivalent vocational qualification, or a relevant and significant experience
- Evidence of ongoing and up to date professional development
Desirable
- Family Liaison Officer training/ engaging and involving families training
Experience and Knowledge
Essential
- Significant experience of working positively with staff and the public and an ability to work with different cultures, expectations and priorities
- Significant experience of working with families during experience whist they are experience extreme distress
- Clear understanding of the bereavement process
- Sound knowledge of a range of mental health and learning disability services
- Expert knowledge of investigation / reviewing of events, complaints or incidents
- Proven ability to work with independently manage their own caseload
Desirable
- Experience of undertaking serious incident investigations, care reviews, mortality reviews, complaints or other methodologies
Skills and Abilities
Essential
- Compassionate with the ability to deal with distressed and highly emotive patients/relatives
- Ability to prioritise and manage a number of conflicting requirements in a professional manner and deal with a number of complex issues at the same time.
Desirable
- Recognised project management and or QI skills
Other Requirements
Essential
- Self-awareness regarding personal impact and the requirement to participate in professional supervision.
- Ability to travel around the trust and to other areas for family meetings
Person Specification
Education and Qualification
Essential
- Masters Degree level standard or equivalent vocational qualification, or a relevant and significant experience
- Evidence of ongoing and up to date professional development
Desirable
- Family Liaison Officer training/ engaging and involving families training
Experience and Knowledge
Essential
- Significant experience of working positively with staff and the public and an ability to work with different cultures, expectations and priorities
- Significant experience of working with families during experience whist they are experience extreme distress
- Clear understanding of the bereavement process
- Sound knowledge of a range of mental health and learning disability services
- Expert knowledge of investigation / reviewing of events, complaints or incidents
- Proven ability to work with independently manage their own caseload
Desirable
- Experience of undertaking serious incident investigations, care reviews, mortality reviews, complaints or other methodologies
Skills and Abilities
Essential
- Compassionate with the ability to deal with distressed and highly emotive patients/relatives
- Ability to prioritise and manage a number of conflicting requirements in a professional manner and deal with a number of complex issues at the same time.
Desirable
- Recognised project management and or QI skills
Other Requirements
Essential
- Self-awareness regarding personal impact and the requirement to participate in professional supervision.
- Ability to travel around the trust and to other areas for family meetings
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.
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