Aftercare Service Manager

Job responsibilities

KEY TASKS AND DUTIES:

Direct service user interactions

Proactively establish early links with service users and or respond to service user contact in a timely and sensitive manner

Plan and arrange service user visits as required, supported where necessary with internal staff resources and external networks.

Translate complex clinical information pertaining to the events which lead to LNAA attending the patient enabling and advocating the delivery of compassionate care through all phases of the patient journey, understanding signs & symptoms a service user may be feeling, accurately signpost to suitable care points.

Be a point of contact with all service users, through feedback forms, social media communications, general enquiries or contact with fundraising teams or volunteers.

To work closely with the clinical leadership team to understand service users experiences and perspectives to help improve care, in operational and strategic planning, and actively involve service users in future service delivery planning through consultation with individuals and groups.

Contribute to organisational safety to ensure any lessons from service users experiences are available to the leadership team and to operational crews.

To be the initial contact of all service user feedback, including compliments, concerns, complaints and ensure these are directed to the appropriate member of the leadership team.

Facilitate peer-to-peer opportunities for service users where appropriate and safe for both parties.

Support service users that already have established links with LNAA, including those whose journey has finished but may still wish to support LNAA as ambassadors.

Contemporaneously document the interactions with patients and their families using the electronic record (HEMSBase).

Stakeholder engagement

Work closely with the clinical and operational teams to develop and maintain a network of contacts, establishments, charitable service providers, hospitals, groups and courses for service users in support of their recovery.

Integrate with hospital teams to enhance and improve the patient experience for those who have been treated by LNAA teams and to provide follow up and updates for LNAA treating team members.

Build relationships with our regional external stakeholders and national patient voice forums.

Work with police liaison officers, and others who provide a similar service to achieve the best model of support possible for families.

Service Effectiveness

Work with the operational management team and clinical leadership to deploy the Aftercare Service strategy, service expansion and development.

Establish a series of Aftercare Service metrics to monitor performance.

To prepare the evidence for maintaining independence under the Health and Care Act (May 2022) and Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 as it pertains to the Aftercare Service.

Ensure that electronic records relating to the Aftercare Service are held in accordance with relevant statutes and best practice.

Provide regular reports of Aftercare Service activity.

To contribute to academic papers, written material, and other relevant administrative duties.

Act in a manner which is consistent with LNAA values and safeguards the health and wellbeing of children and vulnerable adults.

Qualifications

Essential

• Undergraduate nursing degree.
• Current registration with NMC.

Desirable

• Post-graduate certificate or diploma or Masters.

Experience

Essential

• Extensive knowledge, experience and expertise in either prehospital emergency medicine, emergency medicine, critical care or trauma ward environment.
• Previous patient facing experience, including working with bereaved families.
• Demonstrable experience of delivering compassionate care.
• Demonstrable experience of training in managing conflict.
• Demonstrate an ability to work through complex ethical dilemmas involving patients and their families.
• Excellent interpersonal skills in telephone, email and face to face communications, demonstrating empathy and compassion when dealing with distressing and emotional situations.
• Strong verbal and written communication skills.
• Knowledge of NHS patient pathways, relating to adults, children and mental health.
• Knowledge of safeguarding procedures for adults and children.
• Good administration skills and able to accurately complete data entry.
• Able to build supportive relationships with, service users, external stakeholders, and internal relations.
• An ability to work as part of a team, demonstrating the qualities of leadership and followership.
• Effective time management, prioritisation and organisational skills.
• A proven understanding of patient confidentiality.
• Full UK driving licence.
• Competent in Microsoft Office 365 applications.
• Approachable.
• High level of emotional intelligence, and able to demonstrate empathy.
• Conscientious with a strong work ethic.
• Able to work independently using own initiative and able to prioritise workloads.
• Able to adapt to and influence change with positive and proactive approach, prepared to generate new ideas and move them forward.
• Ability to work effectively under pressure and in potentially highly emotive situations.
• Able to maintain a high level of professionalism at all times, as appropriate to the role, as an ambassador for LNAA.
• Ability to develop professional and sustainable working relationships with internal and external stakeholders.
• Ability to present confidently and to impart knowledge to others in a training capacity.
• Able to uphold LNAA values.
• Willing to travel throughout Lincolnshire and Nottinghamshire, and at times beyond.
• To occasionally work evenings and weekends.

Desirable

• Experience in a similar role or service development role.
• Experience of working with wider audiences, media and press.
• Has insight into the third sector demands and a knowledge of fundraising activity.
• Track record of converting strategic vision into operational reality.

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).