As an Advocacy Team Lead, you will manage a team of Patient Advocates and Advocacy Officers in the delivery of a quality patient advocacy service.  You will support the National and Regional Manager in the development of the operations and services of the organisation. In limited circumstances you will provide direct advocacy support in complex situations. 

Staff Support and Supervision

• Responsible for the day-to-day operational management of a team of Patient Advocates/Advocacy Officers in conjunction with the National/Regional Manager.
• Responsible for the line management of a team of Advocates/ Advocacy officers.
• Ensure the delivery of a high-quality Advocacy Service in accordance with the organisation’s Code of Practice, values, policies and procedures.
• Mentor and coach Advocates and Advocacy Officers for optimum performance and achievement of agreed targets.
• Develop and maintain a safe and supportive working environment for the Advocacy team.
• Safeguard the independence of advocacy in the delivery of the advocacy service.
• Monitor the team’s compliance with data protection legislation requirements.
• Support the development and sharing of specialist expertise within and across advocacy teams.
• Develop systems for review of cases within the team and proactively seek to identify process improvements.
• Encourage and support the advocacy team’s active engagement in social policy and identification of issues that arise for service users. These can inform requirements for systemic changes in Department of Health service delivery and policy.
• Oversee the equitable distribution of work and assign tasks through a planned approach with other team leads and the Regional/National Manager.
• Monitor and audit case management entries of the advocacy team.
• Induction and training of new Advocates/Advocacy Officers.
• Identify staff development, mentoring and training needs of the advocacy Team including new skills, information, legal, safety systems etc. and make recommendations.
• Develop, coordinate, and ensure implementation of individual training plans.

Support Regional and National Manager 

• Produce, analyse, and present service activity data on a regular basis.
• Assist in developing and reporting on measures that demonstrate the effectiveness of outcomes achieved by the service.
• Assist with the allocation of staff resources to ensure the service reaches those most in need of advocacy support.
• Collaborate with other advocacy Team Leads in the implementation of quality standards, staff training and development and service delivery initiatives.
• Assist with financial planning and monitoring as required.
• Assist with the development and oversee the implementation of a communication strategy.

Case Load Management 

• Take direct responsibility for a defined caseload as required/directed by the Regional/National Manager, particularly cases that require a high level of experience and expertise.
• Support service users to effect change that ensure their rights, dignity, choices, and decisions are safeguarded.
• Support Service Delivery team to provide accurate and comprehensive information and support to patients or their representatives around the relevant complaints process within public acute hospitals and/or Nursing Homes and in the aftermath of Patient Safety Incidents.
• Work with management, communication, and administrative sections of the organisation in reviewing and developing the access process and case management system.
• Ensure support for advocacy teams including additional clinical supervision if required.

Contributing to the effectiveness of the Organisation 

• Follow all Patient Advocacy Service manuals and standards.
• Seek and evaluate client feedback to understand whether needs are being met and plan any necessary adjustments.
• Undertake further personal development as discussed and agreed with the line manager and keep knowledge up to date.
• Take responsibility for personal learning and development, to support the learning and development of others and the whole organisation.
• Contribute to the evaluation of the advocacy service.
• Comply with all appropriate policies and procedures.
• Raise awareness of the Patient Advocacy Service through active promotions and networking opportunities.
• Identify and report on systemic issues.
• Highlight gaps in policy that are affecting access to the service.
• Liaise with other staff to provide a distinct and specialised service.
• Work in a manner that facilitates inclusion and diversity.
• Organise and administer own work to ensure that it is accurate and meets quality targets, KPIs, reasonable deadlines and reporting requirements.
• Participate in mentoring activities.
• Collaboration with staff of the National Advocacy Service for People with Disabilities as requested.
• Develop and share knowledge of relevant legislation, appeals/redress mechanisms and social policy and practices in relation to advocating on behalf of patients.
• Operate within a Performance Management Development System.
• Participate in working groups/committees/ fora as requested by the National Manager.
• Chair, co-ordinate, attend and manage a range of meetings both internally and externally as required.
• Undertake any other duties or projects equal with the nature and grade of this post as required.