Listening to People Officer - INTERNAL

Job overview

The Listening to People Officer will support the Welsh Ambulance Services University NHS Trust to respond openly, fairly and compassionately to concerns, adverse incidents and serious adverse incidents. Working within the Listening to People Team, the post holder will manage a varied caseload and undertake proportionate, high-quality investigations in line with national regulations, the Duty of Candour and Trust policies and procedures.
The post holder will plan, progress and complete investigations within required timescales, using evidence from calls, clinical reviews, resource deployment, hospital handover information, staff statements, policies and operational records. They will apply critical judgement to produce balanced, accurate and defensible findings, reports and outcome letters for a range of audiences, including patients and families, senior leaders, solicitors, coroners and external bodies.

Welsh Language skills Level 1 is desirable for this role

Main duties of the job

The post holder will be expected to manage a case load of investigations. The post holder will undertake high profile or serious investigations and oversee operational managers undertaking lower level investigations.
The post holder will plan the course of an investigation, identifying the need for call reviews, audit requests, Clinician review, resource deployment analysis, interpretation of policy and guidance. The role holder will decide on the necessity of interviewing staff, statement taking, and analysis of hospital handover data.
Design and implement investigations which ensure that all concerns raised by a complainant or all factors involved in a serious adverse incident are thoroughly investigated. The post-holder will be responsible for ensuring any outcomes are balanced, fair and able to withstand challenge.
The post holder will act as the specialist, overseeing other managers undertaking proportionate investigations. Providing advice and guidance on requirements in line with policy for the investigation and reviewing the final draft for approval. This will include providing guidance to identify what information will be required, being responsible for ensuring analysis of data is robust, reviewing documentation to ensure accuracy and relevance to investigation, and providing feedback on quality of investigation.

Working for our organisation

#RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Detailed job description and main responsibilities

Please see the full job description and personal specification attached with the documents. Click to apply.

Person specification

Qualifications and or knowledge

Essential criteria

• Educated to Degree Level in a professionally related subject or equivalent practical experience in a complaints/investigations environment.
• Level 3 Training Qualification (e.g. Level 3 Award in Education & Training) or previous experience providing training in own discipline.
• Knowledge of the NHS Complains Procedure

Desirable criteria

• A sound knowledge of the approved working practices of all roles within the Clinical Contact Centres.
• Safeguarding Training to Level 3

Experience

Essential criteria

• Experience of conducting investigations, taking statements and producing reports.
• Experience of dealing with patients and their relatives, carers and advocates.

Desirable criteria

• Experience of using the DATIX Database.
• Experience of NHS Wales Concerns Management Systems.