We are excited to recruit two, full-time HIU Leads to support the launch of our new High Intensity Use (HIU) Service apioneering initiative within our Primary Care Networks (PCNs), made up of 16 GPpractices working in close partnership with neighbourhood teams.
The HIU Service supports individuals whofrequently attend A&E and UTC or use emergency services more than expected. Many face complex challenges including poor physical or mental health, housinginstability, loneliness, or substance misuse. This service takes aperson-centred approach, building trusted relationships and offering long-term,practical support to help people access the right care and improve theirquality 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 really going on intheir 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 avoidableemergency service use
About us
K2 Healthcare is a forward-thinking GP federation comprising 16 member GP Practices across two Primary Care Network, serving a population of 135,000 people. K2 works together to share resources and expertise that enable practices to provide new services and business systems to provide the best possible care for our population, ensure sustainability, growth and value for GP practices and system partners. We work collaboratively across the Integrated Care System, including the Primary Care Network Alliance, Secondary Care, Community Health, Mental Health, Social Care as well as Local Authorities, and the Community and Voluntary Sector. How we do it is as important as what we do and relationships with our partners is at the core of everything we do.
Please note that should this vacancy attract sufficient interest it may be necessary to close the vacancy at an earlier date. We therefore suggest that you apply at an early stage to avoid disappointment.
Job responsibilities and key tasks
The post holder will work as an employee of K2Healthcare Ltd. The role is a high intensity use lead, working directly with people identified as high intensity users of healthcare. Your core responsibilities include:
* Building relationships and encouraging engagement with the client group
* Exploring and addressing underlying social or emotional reasons for frequent emergency service use
* Coordinating wellbeing and connecting clients to community services, including housing, social care, mental health, and voluntary supports
* Delivering measurable outcomes such as reducing 999 calls, A&E and UTC attendances and non‑elective admissions
* Negotiating with stakeholders and clients to identify and progress appropriate referrals
* Providing guidance and support for clients to gain access to scheduled care and self‑manage their health
* Maintaining accurate, GDPR–compliant records of client interactions and outcomes
* Advocating for clients within the wider system and contributing to the improvement of service design and sustainability
Expected outcomes
* Impact positively on reducing the high intensity use of healthcare
* Support clients to flourish through sustaining job opportunities, reconnecting with families, and improving well-being
* Foster a new culture of one‑to‑one coaching to deliver sustainable change
Person Specification
Skills
* Work sensitively in difficult emotional circumstances with empathy, compassion, respect and understanding
* Knowledge of asset/strength‑based recovery models and approaches
* Cooperate with a range of health professionals, voluntary sector providers and service users in navigating relief options
* Strong, practical understanding of safeguarding policy and up‑to‑date legislation
* Excellent communication and interpersonal skills
* Knowledge and understanding of equality and diversity, GDPR and data protection
* Plan, prioritise and deliver flexible work in individual and team contexts
* Proficient with Microsoft 365 and online tools such as Word, Excel, PowerPoint and collaborative platforms
* Demonstrated ability to work in a busy environment, prioritise urgent and important tasks and support colleagues
* Local knowledge of the voluntary and community sector
Qualifications
* Motivational interviewing
* Coaching for Health and Wellbeing
* Personalised Care Institute e‑learning modules (PCSP, shared decision making or equivalent)
Personal Qualities
* Willingness to go the extra mile to ensure clients receive the right care and support
* Adaptability, flexibility and resilience in uncertain environments
* Excellent time‑keeping and prioritisation skills
* Self‑motivation and proactive approach
* Commitment to continuous skill development
Experience
* Supporting vulnerable adults in a person‑centred way
* Working in the voluntary and community sector
* Managing caseloads and delivering social prescribing interventions
* Collaborative team working
* Providing case study management and support to diverse populations
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Key working relationships
* PCN EHCH Multi‑Disciplinary Team
* Local Neighbourhood Team
* GP Practices within the PCNs
* Practice Leaders (Partners and Practice Managers)
* Police
* PCN Clinical Pharmacists
* PCN Clinical Directors and PCN Project Manager
* Integrated Care Board (ICB) and NHS England
* Community Health Teams (both physical and mental health)
* Local Authority
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