Job Summary
To enable people in Stoke-on-Trent to share their health and care experiences, working with and within all communities that may be described as marginalised or under-represented communities or groups so their voices are heard locally and nationally.
Planning, organising and co-ordinating the gathering of the insight and intelligence from our whole community, in a variety of innovative ways.
Required to build and sustain collaborative relationships with key stakeholders to ensure feedback influences decision making and improves health and social care services.
Main Duties
* To plan and undertake community activities such as drop-ins, canvasing, community engagement, promote surveys, interviews, focus groups, workshops, events, and other ways of collecting the insight and intelligence from people based on their experiences of using health and social care services.
* Develop and maintain collaborative partnerships with community groups and organisations to enhance the profile, impact and effectiveness in securing involvement with and participation from all groups within the Borough. Ensuring a strong local presence.
* Document the citizens voice through report writing and inputting insight, intelligence and feedback in the Healthwatch Stoke-on-Trent database, undertaking data analysis and drafting reports to a high standard.
* Organise and host a variety of local events and activities through a range of methods to increase community involvement, collaboration and liaison establishing lasting networks and becoming the "trusted voice" of Healthwatch Stoke-on-Trent.
* Use innovative social media to promote Healthwatch Stoke-on-Trent.
* Promote volunteer opportunities to support recruitment of volunteers to empower and build capacity in the local communities through our activities.
* Collection of insight, intelligence and feedback from the public regarding health and social care issues through a range of methods; such as over the telephone, face to face and through digital platforms.
* Provide information about health and social care services through our signposting service.
Liaison with communities and groups
* Become the established link between Healthwatch and all local community and voluntary sector groups in the area to ensure greater interaction and involvement of divergent groups to gather feedback on health and social care services.
* Ensure people know how to access services to which they are entitled by signposting / providing advice and information about their local services, creating a strong local reputation for being a central information point for service information.
* Maintain an up-to-date online service directory of key local contacts and information, establishing strong links with the Local Authority information and signposting services, Citizens Advice Bureau (CAB) and Voluntary and Community Sectors.
* Increase the number of Healthwatch members and volunteers across the area.
* Increase representation from seldom heard / under-representation groups, including minority ethnic communities, faith groups, the LGBTQ+ community, travelling communities, migrant communities arriving in the area, those living in rural isolation, those living in poverty, those who are digitally excluded, those living with Mental Health illness, children and young people and families to help shape local Healthwatch work priorities.
* Host regular information and drop-in sessions as local venues throughout the area providing information, signposting and guidance and actively seeking out feedback on all local health and social care services.
* Gather feedback on services through delivering outreach activities, and conducting fieldwork, consisting of surveys, focus groups and outreach events.
* Assist local networks to identify and progress local priorities for improving health and social care services.
* Gather intelligence on service provision and commissioning through attending all local meetings, including Patient Participation Goups, local faith and community groups, young people's groups. Actively reviewing and seeking out new groups to liaise with, increasing the local network of the local Healthwatch, and creating strong partnerships.
* Alongside outreach, carry out administrative tasks such as accurately maintaining client management systems and electronic databases required for the programme to function. You will also need to be competent in Microsoft Office 365 and be able to produce contemporaneous and accurate records.
Community Outreach
* To develop and deliver a programme of diverse and tailored outreach events, ensuring that Healthwatch Stoke-on-Trent is accessible to all sectors of the community. This includes the ability to organise, plan, co-ordinate and deliver a wide range of activities that attract high numbers of attendees across a variety of diverse groups and communities.
* To gather insight and intelligence through organising local Healthwatch outreach events, and attending partners events, and increase the number of reviews and feedback received through the Healthwatch Stoke-on-Trent "Have Your Say" online feedback platform.
* To increase the local Healthwatch membership and volunteer numbers, through actively promoting Healthwatch to all organisations within the local area, ensuring that the outreach work is tailored to reach all communities in the local delivery area.
* Provide information, signposting and raise awareness of rights and responsibilities regarding services to people you engage with.
* Provide outreach support for a large range of projects as part of a cohesive team approach to service delivery.
Use of database systems
* Maintain an up-to-date CRM record of all activities, meetings attended, number of case details and feedback, ensuring that every contact is logged into the CRM without delay.
* Collate local case studies and feedback on services and ensure all case notes are consistently inputted into the CRM to enable trend analysis and outcome reviews can be shared with stakeholders.
Other Duties
* Promote equality and diversity in all aspects of work and challenge discrimination.
* To participate in the wider organisation’s project teams and lead where required. This may include undertaking any other short-term activities as requested by the senior management team and providing support and cover for colleagues where appropriate.
* After relevant training and shadowing, act as an Authorised Representative of the Healthwatch Stoke-on-Trent Enter & View visits to local NHS and social care settings as part of a team.
* Undertake any reasonable tasks, responsibilities and activities as required.
Duties required of all ECS employees
* Complete all mandatory training as required for the role, including induction training, annual e learning and mandatory training courses, and take personal responsibility for training and development, including keeping up to date with best practice and training methods.
* Actively contribute to all team meetings, supervision meetings, appraisals, working groups and other meetings as required, reporting back as appropriate.
* Deal with complaints in accordance with ECS’s agreed procedure. In addition, all staff have a duty to report any breach of service standards to line management.
* Share responsibility for good health and safety practices, reporting any concerns to line management any concerns.
* Undertake such other duties in accordance with the post holder’s level of responsibility as may be required from time to time to maintain or enhance ECS services.
* To be administratively self-servicing.
* Maintain professional working standards and to work in adherence with the company’s accreditations, including the Quality Performance Mark (QPM) and the Investing in Volunteers accreditation.
* Undertake all duties in accordance with ECS policies, with reference to the Equal Opportunities, Health & Safety and confidentiality policies, and work towards their continuing development and implementation.
* All employees of ECS are expected to respect the rights of clients’ privacy and confidentiality as far as possible within the constraints of legal requirements and the safety of other people.
Person Specification
Essential
* Educated to A level standard or Equivalent Vocational Qualifications or minimum of 2 years relevant experience in similar environment paid or voluntary.
* Ability to develop and deliver a programme of diverse and tailored outreach events, ensuring the local Healthwatch is accessible to all sectors of the community. This includes the ability to organise, plan, co-ordinate and deliver a wide range of activities that attract high numbers of attendees.
* Ability to manage and prioritise own workload, highly organised, self-directed and motivated.
* Skilled at creating a professional network of like-minded organisations in the local area, to create joint working and reciprocal referral schemes to increase visibility of Local Healthwatch.
* Demonstrate skills of working effectively as a team player.
* Ability to adapt to changing business needs and work flexibly, as some evening and weekend work will be required as part of this role.
* Excellence IT Skills, using different databases, Microsoft 365, and webpage maintenance
* Understanding the role that patient and service user feedback has in informing decision making and driving forward service improvements.
* Demonstrate understanding of equal opportunities.
* Excellent communication, written and interpersonal skills with the ability to deliver talks and presentations.
* Because of the nature of the role applicants will have a full driver\'s licence and have access to their own transport.
Job Types:
* Full-time
* Fixed term contract
* Contract length: 12 months
* Pay: £24,150.00 per year
Benefits
* Company pension
* Flexitime
* Work from home
Education
* A-Level or equivalent (required)
Licence/Certification
* Driving Licence (required)
Location
* Stoke-on-Trent ST1 (required)
Work Location: In person
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