PALs & Complaints Senior Support Officer

Job overview

We are seeking a skilled and compassionate individual to join the new NHS Children and Young People’s Gender Service (London) in the role of Pals & Complaints Senior Support Officer.

Applicants should have experience in within mental health services and working with a diverse range of patients, particularly young people. Applicants should also have significant experience of investigating formal complaints within the NHS.

The post holder will be responsible for leading and managing the complaints caseload within the Gender Service and ensuring compliance with the actions and learning committed to within complaints, which is vital for the improvement of patient experience and safety. To provide a comprehensive patient advice and liaison service to families who are accessing the Children and Young People’s Gender Service and be a point of contact for patients and assist them in resolving any difficulties they might have.

Main duties of the job

A new clinical pathway has been developed, based on the recommendations of The Cass Review, the NHS England interim service specification, and the expertise of many clinicians from across the North-West, London, and South-Western Hubs. The service will be delivered by a wide multi-disciplinary team including paediatricians, psychiatrists, psychological professionals, safeguarding professionals, youth workers, nurses, speech and language therapists, dieticians and occupational therapists. Who patients see will be dependent on the support and care they need.

Children and young people will receive an in-depth assessment of their needs, and a care plan will be developed with them and, if needed, those supporting them. Children and young people may be offered a range of care interventions such as therapy, family therapy, physical health support, or mental health support for any identified difficulties they may want help with. The team will also liaise with health professionals in local services nearer to the child or young person.

It is expected that the NHS Children and Young People’s Gender Service will continue to change and evolve as more learning, research and evidence is developed in this area, and therefore we would encourage applications from individuals with a passion for service improvement, audit and research.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents please view the attachment/s below.