CLIENT SERVICES MANAGER
Staffline are currently recruiting for a temporary post of a Band 7 Client Services Manager. The post successful candidate will be based within the regional Patient and Client Council (PCC) Belfast/Lurgan offices and will be required to travel throughout NI.
The Patient and Client Council was established in 2009 to provide a powerful and independent voice for the public. This independence is based on what people tell us about health and social care.
Their work is based on speaking directly to people and listening to their opinions, experiences and hopes about health and social care. This information is now being used by decision makers to help them make changes to the way that services are provided. The Patient and Client Council is a Non Departmental Government Body.
The Patient and Client Council has five statutory functions and duties:
- Promoting involvement of the public;
- Providing assistance (by way of representation or otherwise) to individuals making or intending to make a complaint relating to health and social care;
- Promote the provision by HSC bodies of advice and information to the public about the design, commissioning and delivery of health and social care; and
- Representing the interests of the public and conducting investigations into the best methods and practices of consulting the public about matters relating to health and social care, and providing advice on those methods and practices
- The Client Support Services Manager will manage a team of Patient and Client Support Officers (PCSO's) to deliver an effective advocacy and support service to the public, including patients, service users, carers and families across Northern Ireland.
- The Client Support Services Manager will lead on behalf of the organisation on strategic and operation management and development of the client support service of the PCC and will be accountable to the Head of Operations for the effective delivery of this function.
- The Client Support Services Manager will ensure that there is a process of learning from advocacy services. This will involve on-going proactive engagement with policy makers and decision makers across Health and Social Care to bring about policy changes and changes in service delivery as a result of complaints raised
Experience and Qualifications
Hold a university degree or relevant professional qualification AND
3 year's experience of managing staff and projects which promote the support, advocacy and resolution of issues for service users in change process's demonstrating successful outcomes OR
5 year's experience of managing staff and projects which promote the support, advocacy and resolution of issues for service users in change process's demonstrating successful outcomes AND
Experience and knowledge of advocacy best practices, tools and techniques supporting service user, patient engagement in resolving issues, concerns and complaints.
To have proven practice experience in delivering advocacy work to vulnerable people in a supportive function or health and social care setting.
Strategic thinking skills to develop and encourage commitment to new approaches and working in complex situations
Experience of planning, implementing and evaluating patient/ service user led projects
Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criteria will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by The Organisation which will permit them to carry out the duties of the post.
Skills & Abilities
Evidence of having worked with a diverse range of stakeholders, internal and external to the organisation, to achieve successful change outcomes.
Excellent communication skills, both orally and in writing, which demonstrates facilitation of advocacy of group and one to one Interventions
Highly motivated and be able to work on your own initiative.
Knowledge of emerging communication technologies to support advocacy services within patient and service user involvement.
Technology skills including Microsoft office.
Ability to adapt to changes in workload and environment. Adjust priorities for self and staff team quickly as circumstances dictate
Demonstrate evidence of being solution focused.
Demonstrate evidence of effective leadership in a changing environment.
Experience of co-production methodologies
Knowledge of HSC Complaints Process
Full job description available on request. If you would like further information on this role please contact Kim.Martin@Staffline.co.uk and apply with an up to date CV using the link below