Advocacy Support Officer in Bangor

About Llais

Llais is a 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.

Everything we do is in line with our values of integrity, working together and being person driven. We are committed to putting people and communities at the heart of everything we do.

Our role is to engage with and listen to the people of Wales. We do this by reaching out to people in their local communities, hearing their views and understanding their experiences of health and social care. We feedback what we hear to decision-makers to help shape and influence the services people receive now and in the future.

Job Overview

Join us as Advocacy Support Officer

Location: Bangor

Band & Salary: Band 4, £28,819.00 - £31,626.00

Contract Type: Fixed Term

Hours: 37.5

This is a hybrid role, with both remote and office-based working.

The ability to communicate in Welsh is essential

Organisation: Llais – The Citizen Voice Body for Health and Social Care

Are you passionate about making real change in health and social care? Do you believe in the power of people’s voices to shape better services? If so, we want to hear from you!

What you’ll do:

• To be an initial contact point with potential clients and existing complainants via telephone/written letter/email or personal callers which is continued until the case has been taken up by an Advocate’s active workload
  
• To provide information, to potential clients and existing complainants in compliance with relevant legislation relating to consent and confidentiality prior to case allocation to an Advocate This includes communicating options to clients and supporting them by helping to manage expectations in line with existing complaints processes. At times, the post holder will responsible to inform clients of information the client may not be happy with (such as to explain the limitations of the service or processes).
  
• Appropriately refer enquirers/ complainants to Advocates or signpost to relevant organisations such as NHS or Social Care departments, Independent Mental Health Advocacy Services, or Out of Area organisations
  
• To accurately record details of first and further instances of contact, as well as actions undertaken onto the database (CRM)
  
• To be the point of contact for complainants if the Advocate is unavailable as appropriate
  
• The post-holder will produce regular activity reports for Advocacy Team and trend analysis for Llais presenting them at Llais meetings
  
• Report trends or data concerns directly to the Regional Director so that follow up actions can be undertaken

Working for our organisation

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 are looking for applications from diverse candidates who can bring fresh skills, lived experiences and perspectives to our work.

Llais provides staff with a full range of benefits including:

• 28 days annual leave (rising to 34 days with length of service) plus statutory holidays – pro rata for part time employees
• Competitive salary
• Flexible working
• Automatic membership of the NHS pension scheme
• Access to the Employee Assistance Programme, including our confidential counselling service

Job Description Main Responsibilities

A full job description and person specification are attached to this advert, please review this prior to submitting your application.

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, we want to hear from you. If you have any queries or wish to discuss this post, please contact: Sue Irlam, Regional Head of Complaints Advocacy and Engagement, [email protected].