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Senior Complaints & PALS Case Officer

Employer
Sussex Partnership NHS Foundation Trust
Location
Worthing, England
Salary
£32,306 - £39,027 per annum
Closing date
9 Dec 2021

View more

Sector
Healthcare
Function
Administration
Contract Type
Permanent
Hours
Full Time

Job Details

Welcome from our Chief Executive - Samantha Allen

Our organisation is expanding and we're looking for people with the right values, skills and/or potential to join us. We need people with energy, expertise, enthusiasm to help us provide the very best possible specialist NHS mental health and learning disability care. This involves helping us achieve our strategy to improve the quality of life for the communities we serve through People, Prevention and Partnerships.

So what can we offer you in return?

We're an organisation which puts people first. We'll do everything possible to help you feel respected, valued and included. We'll help you learn, acquire new skills and gain further experience to support your career development. And we'll provide the opportunity for you to bring your fresh ideas to work about how we can do things differently and continue improving.

You will also be joining a health and care system committed to working together to do the best we can for the communities we serve. Above all, at Sussex Partnership you'll have the chance to make a difference to the lives of the patients, carers and families across our communities.

If you like the sound of that, then come and join our team.

Samantha Allen

Chief Executive

Job overview

At Sussex Partnership we want to ensure our service users, carers and others who have a concern or complaint, receive the best possible experience. Complaints and concerns are a vital tool in helping us to learn and improve and we are looking for a Senior Complaints & PALS Officer to contribute to this development.

This post provides an exciting opportunity for a person who is enthusiastic and self-motivated and seeking a varied role. The individual we are looking for will have excellent communication skills both written and verbal as well as the ability to work collaboratively with a range of people. The post holder will have a comprehensive understanding of the regulatory requirements relating to complaints.

Main duties of the job
  • Work alongside specific CDS's, and in liaison with complainants, advocates and staff at all levels within the Trust
  • Provide expert advice and guidance on regulation and casework issues to the Band 5 complaints officers.
  • Draft complaint response letters for the most complex complaints for signature by the Chief Executive.
  • Support the teams' reporting work by regularly auditing the use of the Ulysses complaints module.
  • Escalate complex and/or high-profile patient complaints and, where necessary liaising directly with service providers and clinical staff on behalf of patients.
  • Provide advice, support and guidance to the CDS on resolving concerns and complaints via local resolution.
  • Chair local resolution meetings between complainants and CDS staff.
  • Participate in training other staff groups across the Trust on how to successfully deal with complaints.
  • Negotiate speedy and appropriate resolution of concerns some of which maybe completed with service users or carers and staff.
  • Negotiate with people who may be in complex and sensitive situations and who may be in a highly emotional, anxious or verbally aggressive state. This will involve using a range of communication and analytical skills on a daily basis to help service users/carers to identify concerns and provide/identify options.
  • Manage own, often unpredictable caseload.
  • Work unsupervised and independently for extensive periods of time.
  • Participate in individual and team case supervisions.

Working for our organisation

Working within a supportive clinically led team, you will have the opportunity to really work in partnership with patients, carers and colleagues. With a real commitment to improving care delivery, as part of our team you will be supporting quality improvements and initiatives that will enhance the patient experience.

We believe that staff who feel valued by their employers and are truly engaged, provide a better outcome for our service users. We are committed to investing in our staff in order to provide you with further training and development to enhance skills.

To help our staff thrive in their roles we offer regular, good quality supervision, appraisals, in-depth training and development opportunities.

Our vision is to provide outstanding care and treatment you can be confident in. To achieve the highest standards we have already embarked on a programme to transform the culture of the Trust to one of continuous improvement, delivered through participation of all staff and with service users, carers and families at the heart of our efforts.

We encourage flexible working. We know that a positive work/ life balance brings about huge health-related benefits, which has a positive impact on the care we provide. Please speak to us about flexible working, for example, home-working, part time hours, flexible start/ finish times or anything else. If it works for you and works for the role, we'll do our best to make it happen

Detailed job description and main responsibilities
Please see Main Duties of the role and the attached Job Description and Person Specification for further details

Person specification

Qualifications
Essential criteria
  • NVQ Level 3/ ECDL or Equivalent experience
  • Working knowledge of Outlook
  • Proficient in Word, Excel, PowerPoint
  • Good level of general education
  • Minimum of GCSE in English

Knowledge
Essential criteria
  • Previous administration experience

Sussex Partnership NHS FT is committed to supporting a diverse workforce that reflects our communities. Our workforce is currently under-represented from Black and Minority, Ethnic and disabled communities and we would welcome applications from these communities.

We regret that we are unable to advise candidates if they have not been shortlisted. If you have not heard from us within three weeks of the closing date please assume that you have been unsuccessful on this occasion.

In the event of an excessive number of applicants the Trust reserves the right to close this vacancy earlier than indicated.

Sussex Partnership NHS Foundation Trust takes its responsibilities for the safeguarding and protection of children and young people and vulnerable adults very seriously and expects this of all its employees and bank workers. The Trust works with adult and children's social care to ensure that the integrated service has systems in place to equip staff and bank workers with the knowledge and skills to recognize abuse, and take action to safeguard and protect vulnerable adults and children and young people. It is expected that all staff and bank workers familiarise themselves with the appropriate structures and policies and with the Sussex child protection and safeguarding procedures and the Sussex multi-agency policy and procedures for safeguarding vulnerable adults and undertake the relevant essential training and further training appropriate to their role.

Successful candidates are normally offered salaries at the bottom of the relevant salary range. However, where previous or equivalent NHS experience in a similar role can be demonstrated and evidenced, this may be taken into consideration when setting the starting salary.

Company

SPFT Banner

Who we are

We provide specialist NHS mental health and learning disability services in south east England. People receive care, treatment and support from us in hospital, at home and from a range of community services. Our services are rated ‘good’ by the Care Quality Commission and ‘outstanding’ for caring.

Where we are

We provide services for people of all ages across Sussex and services for children and young people in Hampshire. There’s something for everyone in our local area, whether that’s the hustle and bustle of Brighton, the scenic South Downs or our wonderful coastline where you can chill out to the sound of the surf.

What we can offer you

When you join us, you’ll be coming to work in an organisation that puts people first. We’ll do everything we can to make you feel valued, respected and included. You will be given plenty of opportunities here for your career to flourish. We’re an organisation which is strong on innovation, research and learning, and we will support your development and help you learn new skills in whichever team or service you work in.

Check out the links below to view our key areas of recruitment

Nursing

Medical

Allied Health Professions

Phychology & PsychologicalTherapies

Social Work

Healthcare Support Workers 

Support Services

Check out our latest video below where we hear from our inspiring nurses why Sussex Partnership is such a great place to work.

Company info
Website
Telephone
01903843000
Location
Trust HQ
Swandean
Arundel Road
Worthing
BN13 3EP
GB

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