Job summary
The Family Engagement Support Officer role provides an exciting opportunity to join our Patient Safety Team as we continue to embed important and wide reaching changes with the implementation of the National Patient Safety Strategy and Patient Safety Incident Reporting Framework.
The Family Engagement Support Officer will work closely with our Family Engagement Lead to support families, and carers through the difficult process of an investigation following a death, or patient safety incident which has occurred within a service provided by the Trust.
The Family Engagement Support Officer will primarily provide a comprehensive administrative support service to the Family Engagement Lead, will be responsible for the day to day administration of the Family Engagement and support service and will be responsible for liaising with staff, service users and family/carers - this can include arranging meetings and calls, coordinating attendance and acting as point of contact as needed. Ensuring that families and carers are treated with compassion, respect, sensitivity, professionalism and with respect to their needs.
Main duties of the job
Please see the attached Job Description and Person Specification which will provide further information on this role
About us
About Devon Partnership Trust
We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.
We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do
Our values
We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.
We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification which will provide further information on this role.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification which will provide further information on this role.
Person Specification
Planning and Organisational Skills
Essential
- Organisational and self-management skills with the confidence to escalate concerns and risks.
Qualifications
Essential
- Educated to degree level or ability to evidence a thorough understanding of the NHS patient safety investigation processes gained in an NHS Trust or Local Authority.
- High standard of English and an ability to convey information accurately, succinctly and in a sensitive manner, both verbally and in writing.
- Microsoft Office including Word, Excel, Outlook
- NVQ Level 4 or equivalent in Administration
Desirable
- ECDL or equivalent
- Customer service training
- Management / leadership training course
- Completion of the Patient Safety Syllabus (levels 1-2)
Experience
Essential
- Experience of patient safety investigation processes and procedures.
- Experience of working in a patient safety and/or customer service/Pals/complaints environment.
- An understanding or experience of mental health and drug and alcohol issues.
- Experience of working without direct supervision and using own initiative.
- Experience of influencing change and promoting learning.
- Experience of working with complex and sensitive information.
- Advanced use of MS Windows, MS Office, Excel, PowerPoint including Microsoft Outlook
Desirable
- NHS / public sector administrative experience.
- Familiar with the Ulysses risk management system.
Knowledge
Essential
- Detailed knowledge of the NHS patient safety investigation processes, clinical governance and experience.
- Knowledge of patient safety legislation and the Data Protection Act.
- Knowledge and understanding of safeguarding children and vulnerable adults.
- Detailed knowledge and understanding of the NHS and partner organisations.
- Knowledge of the mental health/drug and alcohol services environment.
Analytical and Judgemental Skills
Essential
- Assist in the preparation of periodic high quality reports and submissions, showing data analysis in both written and graphic form.
- Judgements in relation to the appropriate actions needed to support those accessing the service, signposting and escalating to the appropriate person or service.
- Provide weekly case reports and updates to the Family Engagement Lead.
- Analytical and problem solving skills.
- Ability to present data in a meaningful way to a variety of audiences
Physical Skills
Essential
- Where necessary, to be able to travel to other locations in the Trust and community settings
Communication and Working Relationship Skills
Essential
- Have excellent verbal and written communication skills.
- Ability to communicate with both internal and external stakeholders with respect, diplomacy and compassion.
- Excellent English literacy skills.
- Ability to promote and manage change whilst being sensitive to conflicting priorities.
- Flexible & adaptable to change with a can-do attitude.
- Able to motivate self and engage others.
- Able to demonstrate a commitment to self-development.
- Ability to empathise & communicate well with emotional (distressed, angry, frightened etc) people (patients, family/carers & staff).
Person Specification
Planning and Organisational Skills
Essential
- Organisational and self-management skills with the confidence to escalate concerns and risks.
Qualifications
Essential
- Educated to degree level or ability to evidence a thorough understanding of the NHS patient safety investigation processes gained in an NHS Trust or Local Authority.
- High standard of English and an ability to convey information accurately, succinctly and in a sensitive manner, both verbally and in writing.
- Microsoft Office including Word, Excel, Outlook
- NVQ Level 4 or equivalent in Administration
Desirable
- ECDL or equivalent
- Customer service training
- Management / leadership training course
- Completion of the Patient Safety Syllabus (levels 1-2)
Experience
Essential
- Experience of patient safety investigation processes and procedures.
- Experience of working in a patient safety and/or customer service/Pals/complaints environment.
- An understanding or experience of mental health and drug and alcohol issues.
- Experience of working without direct supervision and using own initiative.
- Experience of influencing change and promoting learning.
- Experience of working with complex and sensitive information.
- Advanced use of MS Windows, MS Office, Excel, PowerPoint including Microsoft Outlook
Desirable
- NHS / public sector administrative experience.
- Familiar with the Ulysses risk management system.
Knowledge
Essential
- Detailed knowledge of the NHS patient safety investigation processes, clinical governance and experience.
- Knowledge of patient safety legislation and the Data Protection Act.
- Knowledge and understanding of safeguarding children and vulnerable adults.
- Detailed knowledge and understanding of the NHS and partner organisations.
- Knowledge of the mental health/drug and alcohol services environment.
Analytical and Judgemental Skills
Essential
- Assist in the preparation of periodic high quality reports and submissions, showing data analysis in both written and graphic form.
- Judgements in relation to the appropriate actions needed to support those accessing the service, signposting and escalating to the appropriate person or service.
- Provide weekly case reports and updates to the Family Engagement Lead.
- Analytical and problem solving skills.
- Ability to present data in a meaningful way to a variety of audiences
Physical Skills
Essential
- Where necessary, to be able to travel to other locations in the Trust and community settings
Communication and Working Relationship Skills
Essential
- Have excellent verbal and written communication skills.
- Ability to communicate with both internal and external stakeholders with respect, diplomacy and compassion.
- Excellent English literacy skills.
- Ability to promote and manage change whilst being sensitive to conflicting priorities.
- Flexible & adaptable to change with a can-do attitude.
- Able to motivate self and engage others.
- Able to demonstrate a commitment to self-development.
- Ability to empathise & communicate well with emotional (distressed, angry, frightened etc) people (patients, family/carers & staff).
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.
