NDS Co-production Co-ordinator

Job responsibilities

Main Duties & Responsibilities

1. Work with colleagues to understand and implement the principles of co-production; championing patient engagement, collective expertise, collaborative decision making and the value of lived experience and patient stories.

2. Develop and build on existing relationships with people who use our services and their families and members of the public, local organisations, third sector, faith organisations and other stakeholders in the health and social care economy to support involvement in local Co-Production and service user feedback activities.

3. Engage in appropriate meetings and share feedback as required to relevant stakeholders across Norfolk and Waveney.

4. Support the System Collaborative Working Groups.

5. Using the Trust database, work closely with the Operational Service Lead and Clinical Lead to ensure that themes and trends from patient feedback are analysed and reported to the operational teams and can inform service development and you saidwe did. This will include data reporting, inputting, monitoring and analysis of data.

6. Build on areas of good practice and engage with people who use our services to support coordinated co-production and creativity in service planning, development, delivery and improvement across community care, including the development of services which successfully meet the Youre Welcome criteria.

7. Work with service users, local communities, staff and partner agencies to support and grow volunteering opportunities, including interview panels and staff training.

8. To support with education and guidance to teams on co-production, patient participation and patient experience developments as part of their work programme.

9. Advising patients and families on changes within the service and accessing internal and external support. Provide guidance to patients and families of processes such as right to choose'.

10. Liaise with the communications team to maintain a high profile of co-production across Norfolk and Waveney.

11. Support the Operational Service Lead and Clinical Lead to gather evidence to demonstrate improvement in service as a result of the involvement and engagement of people who use our families including occasional requirement to develop reports and documents.

12. Maintain discreetness and professionalism in the management of highly sensitive and emotive information relating to co-production and patient experience, which affects both staff and service users, and ensure that all sensitive information is communicated to appropriate personnel only and made anonymous where necessary.

13. Provide routine and ad hoc support to the Operational Service Lead and Clinical Lead. This may include the setting up, planning and participation in/facilitation of focus groups, working together projects, internal/external stakeholder meetings, presentations and the organisation of events.

14. The postholder will be required to act independently within appropriate guidelines, deciding when it is necessary to refer to their manager, including escalating potential external or internal issues or concerns when they arise.

15. Organise and priorities own workload taking responsibility for delivering results within agreed timescales and standards within an environment of changing priorities and pressures.

16. Support the implementation of policies and propose changes to practices and procedures.

17. Regularly undertakes R&D activity as a requirement of the job as and when necessary.

Communication

1. Communicate succinctly, clearly and accurately in plain English, both verbally and in writing.

2. Liaise closely and work collaboratively with staff from all teams to support and embed co-production and co-production initiatives.

3. Communicate with a wide range of patients, carers, families, stakeholders and colleagues to build relationships and grow working together networks.

4. Be a proactive team member who can relate to service users and colleagues at all levels with tact and diplomacy, sensitivity, kindness and effective engagement.

5. Ensure that complex, difficult or sensitive information is communicated in a timely and sensitive manner to achieve resolution and that the information is shared with appropriate personnel only, ensuring confidentiality is maintained and patient identifying information is kept in line with trust policy and procedures.

6. Respond effectively to requests for advice/information from other teams and service users.

7. Seek guidance, support and ask questions to aid personal development, knowledge and growth.

8. Contribute to and support the development of effective communication with service users, stakeholders and colleagues, for example contribution to stakeholder newsletters, staff bulletins and social media via the communications team.

9. Use persuasive skills to encourage more effective ways of working.

10. Ensure communication is effective, accessible and inclusive, for example when working with people with communication difficulties.

Budgetary Responsibility

1. Book conference, training and meeting venues as and when required.

2. Ensure that resources are optimised and used efficiently.

Human Resources

1. Maintain own professional development and requirement to take part in appraisal process.

2. To take responsibility for own learning and development by recognising and taking advantage of all opportunities to learn in line with appraisal and supervision.

3. Develop own skills and knowledge and contribute to the development of others.

4. To work collaboratively with other colleagues to ensure that good practice, learning and continual improvement is maintained.

Clinical and Practice Governance

1. Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.

2. Any data that is taken/shared as part of a phone call or transferred electronically must be undertaken with regard to the Trust Information Governance policies.

3. The post holder must adhere to the Trust risk assessment and risk management processes.

4. Attend all mandatory training. Maintaining and sufficiently update competencies when required to remain compliant with Trust policies, e.g., Child safeguarding supervision and training.

Qualifications

Essential

• Educated to A Level or equivalent / or other diploma or equivalent level of knowledge acquired through formal training or equivalent experience.
• Evidence of continuing professional or personal development.

Desirable

• Community development qualification.

Experience

Essential

• Evidence of a high standard of ability in written work.
• Experience of dealing with complex and sensitive subjects and demonstrating empathy and the confidence to pursue emotive or challenging conversations.
• Experience of diary management and prioritising work to meet deadlines.
• Experience of working in a busy, demanding environment and maintaining a positive and proactive approach.
• Experience of working collaboratively with colleagues in a team on a variety of projects.
• Experience of working with information technology using Microsoft Office packages (Word, Excel and PowerPoint) to produce reports and correspondence which are timely, professional and accurate.
• Experience of arranging/co-ordinating, facilitating or leading groups of children, young people or adults
• Evidence of creative thinking or problem solving
• Knowledge of co-production and the value of patient participation.

Desirable

• Experience of working in the health, social care or voluntary sector.
• Experience or awareness of the local and national SEND agenda and challenges faced by children and families with SEND.
• Voluntary work or community involvement.
• Experience of working with confidential and sensitive information.
• Experience of planning and managing a range of complex activities.
• Experience of working with wider stakeholder groups.
• Experience participating in meetings, taking minutes, and chasing progress on actions.
• Experience with report writing or writing effective communications such as newsletters/blogs/bulletins.
• Experience of co-production or patient participation.
• Experience of effectively contributing new ideas and to the development of a service.

Skills, Abilities and Knowledge

Essential

• Able to establish and maintain relationships with internal and external stakeholders at all levels in a confident and professional manner.
• Ability to work collaboratively with colleagues in the team and be an effective member of the team.
• Ability to effectively prioritise and manage a varied and demanding workload to meet urgent deadlines and deliver an efficient and effective service even under pressure
• Ability to work autonomously and exercise discretion with a high level of initiative
• Ability to analyse and interpret a range of data.
• Ability to work with a high level of accuracy and attention to detail.
• Ability to learn quickly and apply learning to improve processes.
• Participate in continuous improvement and learning from experience to provide best practice.
• Ability to work effectively as part of a team.
• Ability to demonstrate creative thinking and problem solving.
• Confidence using IT and ability to learn new processes and systems.

Desirable

• Knowledge of client group.
• High standards of report writing.
• Knowledge of clinical governance.
• Knowledge of reviewing risk assessments.

Communication

Essential

• oAble to communicate effectively using the English Language in both written and verbal forms.
• oAbility to communicate sensitive information to young people, their families/carers, and other professionals.
• oExcellent customer service manner with demonstrable ability to communicate effectively and succinctly via all channels of communication e.g., via email, on the telephone, or face to face.
• oComputer literate with standard keyboard skills.

Personal and People Development

Essential

• Accepts responsibility and accountability for own work and can define the responsibilities of others.
• Recognises the limits of own authority within the role.
• Uses initiative and makes decisions within the sphere of the role.
• Seeks and uses professional support appropriately.
• Understands the principle of confidentiality.
• Has a balanced understanding of self and others.
• Has a realistic knowledge of personal strengths and areas for development.
• Can demonstrate flexibility of approach.

Personal Attributes / Behaviour

Essential

• Demonstrates understanding of safeguarding issues.
• Can demonstrate an ability to contribute towards a safe environment.

Other

Essential

• Be assertive and professional.
• Has the ability to work under tight timescale targets.
• Be a team player with a flexible approach.
• Be self-motivated, confident, conscientious and enthusiastic.
• Remains positive under pressure.
• Has the ability to travel across Norfolk and Waveney to attend meetings, training events, etc.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).