North West Anglia NHS Foundation Trust

PALS Casework Officer

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Job summary

The PALS Casework Officer will be working as part of a small innovative PALS team, as a front-line information officer to resolve patient and carer issues and concerns regarding healthcare queries and concerns. The officer will have an in-depth knowledge of local Trust policy and procedure, and to work within the framework of the Patient Advice & Liaison Service (PALS) local policy to be able to give options, advice, and information.The individual should have an extensive, up to date knowledge and understanding of both local and national legislation regarding waiting times, and the NHS Constitution (2010).

There is a great need for skills on liaising on behalf of patients and their carers, with staff at all levels including consultants, nurses, and other healthcare professionals either in person, by telephone or letter/ email.

As part of an important and busy team, there will be a responsibility for the day-to-day supervision of a team of trained PALS volunteers ensuring that they have adequate support, and ongoing training to be able to support the PALS service.

Main duties of the job

You have a responsibility to consider yourself, and anyone else who could be affected by the things you do, or don't do, that you should have while at work. You are responsible for informing your manager of any health and safety concerns you identify and for completing an adverse event form for any accidents, incidents or near misses that happen to you or that you are aware of, to reduce injuries or loss.

You must comply with the Trust's Infection Control Policies, to prevent and/or control the spread of infection throughout the Trust and wider healthcare community.

You are expected to comply with all North West Anglia NHS Trust policies and protocols.

This list below is only an indication of the main tasks required to be performed. It is not an exhaustive list of duties and responsibilities and may be subject to amendment to take account of changing circumstances. The postholder will be expected to be flexible and adaptable to ensure the service is always available.

The post will be based at Hinchingbrooke Hospital with occasional requirement to provide cover on alternative days across two (2) sites, Peterborough City Hospital and Hinchingbrooke Hospital.

About us

We are committed to ensure a work-life balance to all our staff by offering full time and part time roles, flexible working hours on a shift pattern to fit around your family life.

We welcome and encourage applications from people of all backgrounds. We particularly encourage applications from disabled, Black, Asian and Minority Ethnic (BAME) and candidates form our local communities.

Benefits to youo 27 days annual leave for new starters, rising to 29 days after five years of service and 33 days after 10 years of service, plus 8 Bank Holidays (pro-rata for part time staff);o NHS Pension Scheme:o Flexible working opportunities;o Increased hourly rates for unsociable hours e.g. night shifts, weekends, bank holidays;o Career development and training;o Wellbeing support and activities;o In-house physiotherapy Service;o On-site canteens with subsidised meals;o Subsidised staff parking (currently free).o Free Stagecoach Bus Travel to and from work within Cambridgeshire and Peterborough

Date posted

18 September 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

176-C-5575604

Job locations

Hinchingbrooke Hospital

Hinchingbrooke Park

Huntingdon

PE29 6NT

Job description

Job responsibilities

Please see detailed Job Description and Person Specification attached for more details regarding this role.

Job description

Job responsibilities

Please see detailed Job Description and Person Specification attached for more details regarding this role.

Person Specification

Qualifications

Essential

GCSE English Language and Maths - Grade A-C or equivalent
NVQ Level III customer care or equivalent
Any Computer/ IT qualification or equivalent

Desirable

Counselling Skills Qualification

Experience

Essential

Previous Experience of working in NHS or a health care setting for minimum of 2 years
Working knowledge/ understanding of NHS frameworks underpinned by understanding of NHS constitution (2009)
Experience of dealing with distressed / difficult /challenging individuals
Demonstrate good customer care encompassing equality and diversity
Experience of working within the framework of the Equality Act with relevance to Disability and the 9 protected groups.
Evidence of ability to prioritise different demands and working to deadlines

Desirable

Experience of using the Patient Administration System (PAS)
Experience of working with vulnerable people and those with complex needs
Worked with people with mental health concerns and those who demonstrate challenging behaviour
Understanding of NHS terminology
Involvement in mediation and advocacy
Ability to work with volunteers on a day to day basis giving practical and emotional support

Skills

Essential

Able to demonstrate a high standard of written and verbal communication skills (Ability to communicate effectively both verbally and in writing, with different individuals with varying communication needs, preferences and roles.)
Ability to accurately produce written reports and statistics of activities and outcomes
Manage own case load
Organisational Skills
Data Protection Act
Competent on using Microsoft.

Person Specification

Qualifications

Essential

GCSE English Language and Maths - Grade A-C or equivalent
NVQ Level III customer care or equivalent
Any Computer/ IT qualification or equivalent

Desirable

Counselling Skills Qualification

Experience

Essential

Previous Experience of working in NHS or a health care setting for minimum of 2 years
Working knowledge/ understanding of NHS frameworks underpinned by understanding of NHS constitution (2009)
Experience of dealing with distressed / difficult /challenging individuals
Demonstrate good customer care encompassing equality and diversity
Experience of working within the framework of the Equality Act with relevance to Disability and the 9 protected groups.
Evidence of ability to prioritise different demands and working to deadlines

Desirable

Experience of using the Patient Administration System (PAS)
Experience of working with vulnerable people and those with complex needs
Worked with people with mental health concerns and those who demonstrate challenging behaviour
Understanding of NHS terminology
Involvement in mediation and advocacy
Ability to work with volunteers on a day to day basis giving practical and emotional support

Skills

Essential

Able to demonstrate a high standard of written and verbal communication skills (Ability to communicate effectively both verbally and in writing, with different individuals with varying communication needs, preferences and roles.)
Ability to accurately produce written reports and statistics of activities and outcomes
Manage own case load
Organisational Skills
Data Protection Act
Competent on using Microsoft.

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.

Employer details

Employer name

North West Anglia NHS Foundation Trust

Address

Hinchingbrooke Hospital

Hinchingbrooke Park

Huntingdon

PE29 6NT

Employer's website

https://www.nwangliaft.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

North West Anglia NHS Foundation Trust

Address

Hinchingbrooke Hospital

Hinchingbrooke Park

Huntingdon

PE29 6NT

Employer's website

https://www.nwangliaft.nhs.uk/ (Opens in a new tab)