Listening to People & Public Services Ombudsman Support Officer in Caerleon

The post holder will be working in a corporate team within the Aneurin Bevan University Health Board (ABUHB). Working with the Head of Quality, Patient Safety & Learning, the Senior QPS Manager, Concerns Manager, complaints & PSOW and Deputy Concerns Manager you will be expected to provide operational support, and expertise to ensure that the core aspects of the Listening to People guidelines and Complaints pillar of the Quality Strategy are delivered in line with the overall Health Board objectives, policies and strategies.

Main duties of the job:

• The Listening to People & PSOW Support Officer (Concerns and PSOW) will work within the Corporate Listening to People Team to support the effective management, coordination and monitoring of concerns, complaints and Public Services Ombudsman for Wales (PSOW) cases across Aneurin Bevan University Health Board.
• The post holder will ensure compliance with the NHS Concerns, Complaints and Redress Arrangements (Wales) Regulations and Ombudsman requirements whilst promoting a compassionate, person-centred approach that supports learning and service improvement.
• The post holder will be responsible for the review, grading and allocation of concerns received through multiple channels, ensuring accurate recording within RLDatix and maintaining effective oversight of complaint progression, response timescales and performance standards.
• The role will coordinate PSOW investigations, recommendations, settlement proposals and correspondence, supporting the production of high-quality responses, monitoring compliance with recommendations and ensuring organisational learning is disseminated appropriately.
• The post holder will provide specialist advice, information, training and support to Health Board staff regarding concerns management, Listening to People processes, RLDatix requirements, complaint handling standards and learning arising from concerns and Ombudsman investigations.
• To work independently, managing their own workload, referring to their managers when required.

Person Specification:

• Other: Ability to be independently mobile to meet the requirements of the post. Flexible approach to needs of the service.
• Values: Additional demonstrable qualities that may be beneficial to the role, e.g. care, compassion, competence, communication, courage and commitment.
• Aptitude and Abilities: Highly developed communication and influencing skills. Commitment to team working. Accepts responsibility for quality of work. Courteous and non-judgemental. Ability to speak Welsh.
• Experience: Experience of working within a customer related service. Experience of working in a complex organisational environment. Knowledge and understanding of the PTR Process. Experience of devising and delivering training.
• Qualifications and/or Knowledge: Educated to degree level or equivalent educational attainment/demonstrable experience. Organised and able to manage competing priorities to deliver work within tight timescales. Ability to prepare and proof read written reports/documents or equivalent to a high standard. Can demonstrate sound judgement and have the ability to act on own initiative. Ability to challenge senior staff as part of the investigative process. Evidence of recent and relevant continuous professional development. Knowledge of NHS structure and working arrangements. Knowledge of data protection legislation and related issues.

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.