PALS (Patient Advice and Liaison Service) Officer

Job overview

We are seeking to appoint Patient Advice and Liaison Support (PALS) Officers  on a fixed term  contract(14 months) to support us to strengthen the service user and carer voice across our care groups within the organisation.

You will join a very committed, professional and friendly customer care team and be the interface within local services to actively listen to service users and carers feedback and concerns and seek to find local solutions for people.  You will also be the interface between local services and our complaints officers for where local resolution isn't an option.

You will be compassionate with a solution focused approach and a commitment to service improvement and organisational development.

Main duties of the job

The postholder will:

- Actively listen to service user and carer feedback and concerns within their designated care group.

- Seek to find local resolutions for people.

- Be the interface between service users/carers, the service and complaints officers and follow Trust policies and procedures for PALS and handling of complaints.

- Keep full and accurate records for audit trail purposes.

- Be proactive in spotting themes and making suggestions for service improvements.

- Liaise with managers and senior leaders to inform the Trust quality improvement and organisational development agenda ensuring the service user voice is represented.

- Demonstrate integrity by taking responsibility for your actions and feeding back to service users and carers with regards to actions taken and progress

Detailed job description and main responsibilities

We welcome applications from people with their own lived experience of mental health difficulties but also ask that applicants have experience of advocating for people in challenging circumstances, have excellent communication skills with a keen eye for detail particularly with regards to English grammar and the recording of information and data for audit trail and service improvement purposes.  Most importantly you will be compassionate, emotionally intelligent, with a strong sense of integrity to demonstrate our Trust values to our service users and carers and show that we are listening and doing what we said we would do.

For full details of the post, please refer to the attached job description and person specification.

See attached detailed job description and person specification:

• 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
• Excellent pension
• Cycle to work scheme
• Salary sacrifice car scheme
• Wellbeing programme
• Blue Light Card Discounts