Job summary
Complaints Advocates (Based throughout Wales)
Band 6 - Salary from £33,706 to £40,588 pro rata/per annum
18.75 - 37.5 hours per week
Are you passionate about improving health and social care services in Wales?
About Llais and you
Llais is a new national, independent body set up by the Welsh Government to give the people of Wales a say in how they receive their health and social care services. It will be operational from 1 April 2023.
We are looking for several advocates working between 18.75- 37.5 hours based throughout Wales.
Everyone at Llais believes people and communities in Wales should lead happy, healthy lives where they get the health and social care they need in a way that works best for them. We believe this can only happen by raising the power and influence of their voices in shaping people-centred health and social care services.
We support people who want to make a complaint about the health and/or social care they have received. Complaints advocacy is a really important part of our work as complaints can be a powerful catalyst for improvement.
That is where you come in! Are you looking for the opportunity to join a new, passionate organisation, and contribute to the improvement of health and social care services here in Wales?
Main duties of the job
About the opportunity
Ahead of our April 2023 start date, we're busy evolving our brilliant team.
We are looking for passionate and capable people from all walks of life who bring different lived experiences that will help change the way we think.
We're looking for individuals from diverse communities to support people who want to complain about the health and care services they have received: that could be to an NHS organisation, local authority or social care provider.
Our Complaints Advocates are key to enabling people to complain in a way that best meets their communication needs, providing advice and support.
You will be an important part of the health and social care fabric of Wales, working with other organisations such as Citizens Advice, local authorities, social care providers and NHS organisations.
Full training and flexible working arrangements are offered; you will have excellent communication skills and be computer literate and will need to be sensitive as you distil the information required while building trust and maintaining confidentiality. You will also need to be able to travel.
Welsh is desirable for this post, we would particularly welcome applications from Welsh speakers.
If you are up for the challenge and want to be an important part of making a real difference to health and social care services in Wales and have any queries or wish to discuss this post, please contact: Angela Mutlow angela.mutlow@wales.nhs.uk
About us
Llais is the independent voice of people in Wales who use Health & Social Care services. We are made up of local volunteers who act as the eyes and ears of patients and the public. Llais covers all areas of Wales and encourage and support people to have a voice in the design and delivery of Health & Social Care services. We provide an important link between those who plan and deliver these services, those who inspect and regulate them and those who use them.
Job description
Job responsibilities
Please refer to the Job Description and Person Specification which you will find attached for further detail.
Job description
Job responsibilities
Please refer to the Job Description and Person Specification which you will find attached for further detail.
Person Specification
Qualifications and/or Knowledge
Essential
- Degree or professional qualification or equivalent, relevant training and experience
- Level 4 Independent Advocacy Practice qualification or willingness to undertake and work towards the qualification
- In depth knowledge of the NHS and Social Services Complaints processes and policies
Experience
Essential
- Substantial experience of working in a similar environment
Aptitude and Abilities
Essential
- Ability to distil essential information from complainants about their complaints, often in difficult circumstances.
- Computer literacy, including familiarity with database applications
- Excellent communication skills, both oral and written
- Ability to represent people's concerns clearly and in accordance with their wishes verbally and in writing
- Ability to liaise sensitively and non-judgementally with individuals in a distressed state
- Ability to manage own time effectively and to deal with priority issues as they occur
- Works largely on own initiative
- Ability to work to deadlines under pressure.
Desirable
Values
Essential
Other
Essential
- Access to transport and ability to travel to various locations across Wales
- Good understanding of the workings of the Health and Social Services sector
- Ability to maintain confidentiality
- Ability to work in a team environment
Person Specification
Qualifications and/or Knowledge
Essential
- Degree or professional qualification or equivalent, relevant training and experience
- Level 4 Independent Advocacy Practice qualification or willingness to undertake and work towards the qualification
- In depth knowledge of the NHS and Social Services Complaints processes and policies
Experience
Essential
- Substantial experience of working in a similar environment
Aptitude and Abilities
Essential
- Ability to distil essential information from complainants about their complaints, often in difficult circumstances.
- Computer literacy, including familiarity with database applications
- Excellent communication skills, both oral and written
- Ability to represent people's concerns clearly and in accordance with their wishes verbally and in writing
- Ability to liaise sensitively and non-judgementally with individuals in a distressed state
- Ability to manage own time effectively and to deal with priority issues as they occur
- Works largely on own initiative
- Ability to work to deadlines under pressure.
Desirable
Values
Essential
Other
Essential
- Access to transport and ability to travel to various locations across Wales
- Good understanding of the workings of the Health and Social Services sector
- Ability to maintain confidentiality
- Ability to work in a team environment
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.
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).
Additional information
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.
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).
