Job summary
- Main area
- Administrative
- Grade
- Band 7
- Contract
- Permanent
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 180-F-245277
- Employer
- Cambridge University Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Addenbrookes Hospital-Division Corporate
- Town
- Cambridge
- Salary
- £43,742 - £50,056 p.a. pro rata
- Salary period
- Yearly
- Closing
- 10/07/2024 23:59
Employer heading
Senior PALS Manager - Operational Lead
Band 7
Job overview
Provide an excellent level of service to patients, relatives, carers and the public who may require help, guidance or advice on the Trust’s services or wish to make an enquiry, raise a concern or require advice on how to make a formal complaint.
Main duties of the job
Lead and manage the PALS team, ensuring the development of the service and staff.
Manage a caseload of PALS cases, ensuring timely and appropriate resolution. Support junior members of the PALS team in case management
Working for our organisation
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Detailed job description and main responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on 10th July 2024
Interviews are due to be held on 24th July 2024
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person specification
Qualifications
Essential criteria
- Degree or equivalent
- 3 years’ experience of user / carer involvement in a health, social care or voluntary sector setting.
- Evidence of continuing professional development
Desirable criteria
- Other relevant training e.g. counselling skills
Experience
Essential criteria
- Extended experience of leading, supervising and supporting a small team of staff.
- Experience of analysing complex cases to identify the processes required in managing them effectively.
- Experience of working with quantitative and qualitative data, information and information systems in order to analyse and interpret data to support effective performance management.
- Experience of creating and writing reports to communicate information to a range of audiences in an appropriate manner.
- Extensive experience of providing information/advice to patients and/or the public in a health, social care or voluntary sector environment
- Extensive experience of handling and diffusing difficult / stressful situations in a health, social care or voluntary setting.
- Experience of working in, and leading, a team
Desirable criteria
- Experience of advocacy and conciliation services.
- Conflict resolution or similar training
- Experience of DATIX (Risk Management database)
- Experience of leadership training, including recruitment, performance management.
Knowledge
Essential criteria
- Knowledge of data collection systems
- Knowledge of health-related terminology and concepts
- Knowledge of equality and diversity legislation
- Knowledge of the NHS complaints procedure.
Desirable criteria
- Knowledge of acute services, policies and procedures
- Understanding of the benefits system and local authority services
Skills
Essential criteria
- Excellent interpersonal, communication (written and oral) and listening skills
- Able to work autonomously
- Good organisational skills and the ability to meet set deadlines
- Excellent liaison, co-ordinating, negotiating and influencing skills
- Ability to support and develop others, using a variety of tools, techniques and understanding others’ learning styles.
- Ability to understand and analyse problems as they are presented and to assess the most effective approach to a solution
- Ability to use own judgement effectively based on information available and support staff in decision making.
- Ability to develop, provide and deliver training sessions across a variety of topics.
- Proficient in the use computer database applications and a range of electronic references sources including Word and Excel.
Desirable criteria
- A good understanding of clinical governance.
- Effective presentation skills
- General counselling skills and abilities
Additional Requirements
Essential criteria
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent
- Highly motivated and resourceful
- Calm and professional
- Resilient, patient and self-controlled combined with an ability to calm anxious/irate users
- Objective, unbiased and helpful when responding to the concerns of users and staff
- Sensitive to the needs of patients and their carers
- Ability to maintain high standards of diplomacy and confidentiality
- A flexible approach with the ability to work under pressure and deal with changing priorities
- Ability to show initiative, work independently and be accountable for own actions.
- Confidence and ability to network effectively within the local community and with other local PALS teams.
Employer certification / accreditation badges
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Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Sue Bennison
- Job title
- Complaints and PALS Manager
- Email address
- [email protected]
- Telephone number
- 01223 217273
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