£31,365 to £37,890 Per Annum
MPA Recruitment are working in partnership with their public sector client to recruit a Band 6 Client Support Officer for a full-time position in the Belfast area.
The clientele of any Client Support Officer can include patients, clients, carers, family members and other advocates/support workers for clients. The clientele will include people with diverse needs including older people, people with disabilities, people with mental health support needs, prisoners and parents of children and young people.
Each Client Support Officer is responsible for the management of a defined caseload. This requires effective working with a diverse and complex client group, establishing and maintaining effective working relationships with stakeholders - including senior clinical and management staff responsible for responding to client concerns - and for the management of complex data and client records to a high standard.
Each Client Support Officer is responsible to collaborate with their colleagues and to work effectively as a team to ensure an effective response is provided to clients. As part of the team of Client Support Officers, each Client Support Officer is responsible to contribute to raising awareness of the service among patients and the public and referral agents; to contribute to learning from complaints across Health and Social Care; for contributing to the ongoing development of the service and for the maintenance of continuous professional development. In addition, each Client Support Officer may be required to undertake specific projects and initiatives at the request of the Client Services Manager.
Duties and responsibilities:
·To take individual responsibility for the management of a defined caseload of clients.
· To provide a client-centred service - working with a diverse clientele to ensure a service that is tailored to the specific needs of clients and to the resolution of their concern.
· To establish effective working relationships with a diverse and challenging clientele which will include people in emotional distress; people with mental health problems; people with disabilities; prisoners; carers and families and parents of young children – including of children on the Child Protection Register.
· To assess and appraise individual client need.
· To work with clients to agree an individualised plan of action, taking account of specific needs and the resolution sought by the client.
· To provide, receive and manage complex, sensitive or contentious information in the course of client work.
· To review and assess complex information and to work with clients to summarise and express such information such that their complaints and concerns can be answered by service providers.
· To provide advice and guidance to clients - using comprehensive and current knowledge of relevant policies and procedures - on their options to address their concerns.
· To recognise, respond and provide support and signposting as needed where clients are experiencing emotional distress – such as bereavement.
· To operate in a network of advocacy services and advice providers, to maintain knowledge of their role, to seek their specialist advice and to refer clients to them as appropriate.
· To signpost clients as needed to other services and sources of support and to ensure when necessary that clients are accessing treatment and care.
· To work with clients to overcome any barriers to communication which may arise including for reasons of literacy; disability, emotional distress or language of origin.
A relevant university degree/professional qualification AND Two years experience of working with patients/clients or carers in representing their views and advocating on their behalf. OR: Have worked for at least four years experience working with patients/clients or carers in representing their views and advocating on their behalf.
Highly motivated with excellent negotiation, influence and persuasion skills. Ability to use creative communication strategies for facilitating communication with a wide range of stakeholders including and vulnerable people. An ability to develop and maintain constructive relationships with all professional/managerial disciplines. Have good listening skills with the ability to communicate effectively on many levels and be approachable to patients, clients and the public. Have advanced communication skills, both orally and written. Experience of project management. Ability to effectively manage time, planning, organising and a diverse work load, prioritising tasks and meeting deadlines. Ability to scan, analyse and present information in a user friendly format for patients, carers and clients. Ability to work independently using own initiative within a framework of supervision and following organisational policies and procedures. Experience of liaising with statutory and voluntary/community organisations. Ability to undertake and apply research as required to inform advocacy role
Full job description can be received upon registration.
I am keen to have an initial discussion with anyone who feels this could potentially be of interest. Please contact Fiona O’Kane at MPA Recruitment on +44 (0)28 952 111 11 or send an up to date CV via the link provided to speak further about this opportunity.