The Advocate role is an essential position within the Patient Advocacy Service. The successful candidate will support the delivery of an independent advocacy service for users of public acute hospitals and nursing homes who wish to make a formal complaint under the relevant complaints process or following a patient safety incident. 

The appointed candidate will provide a first point of contact for service users, offering support and information by telephone, email and in person. They will also offer support to their team and Team Leader in the development of the service and reporting on key performance indicators. The successful candidate will be expected to effectively network and promote the service, build relationships, and engage with and influence health and social care stakeholders throughout the country. 

Advocacy Practice

• Access to the patient advocacy service is primarily through its national phone line and as an Advocate you will act as a first point of contact for those looking to access our service.
• Provide an excellent, independent, confidential, and high quality first point of contact to service users primarily by phone but also by email and in person.
• Provide accurate and comprehensive information and support to service users around the ‘Your Service Your Say’ process, nursing homes complaints process and/or provide support in the aftermath of patient safety incidents.
• Work as part of the Service Delivery team and in support of the Advocacy Team Lead to ensure that service users that require information, advice and advocacy are provided the best supports for their needs.
• Provide independent empowerment advocacy, and in certain circumstances when required, representative advocacy for service users, particularly in complex cases and patient safety incident cases.
• Work as part of a service delivery team and in support of the Advocacy Team Lead providing mentoring and sharing learning to improve practice and influence change.
• Develop effective and co-operative relationships with key stakeholders including service providers without compromising the independence of the advocacy service.
• Actively engage in social policy to identify and report to the funder and key stakeholders on issues that arise for service users we support in order to inform systemic changes in both service delivery and policy.
• Adhere to standardised policies, practices, and quality standards with the Service Delivery Team.

Case Load Management 

• Effectively and professionally manage an individual case load as allocated by the Advocacy Team Lead.
• Adhere to data protection legislation requirements.
• Assist the Advocacy Team Leader in the effective management of your caseload and ensure accurate records are maintained on the electronic case management system, adhering to case management, time standards, targets and other organisational requirements.
• Collaborate and proactively seek, with the Advocacy Team Lead, to identify process improvements and implement quality standards and service delivery initiatives.
• Contribute to the development and preparation of resource and training materials to support the delivery of quality advocacy services.

Contributing to the effectiveness of the Organisation 

• Adhere to standardised policies, practices and quality standards with the Service Delivery Team.
• Seek and evaluate service user feedback to understand whether needs are being met and to plan any necessary adjustments.
• Participate in the review and evaluation of the service in conjunction with the Advocacy Team lead and management team.
• Undertake appropriate training as required and ensure continuing professional development.
• Undertake promotional work on the Patient Advocacy Service in collaboration and co-operation with the Advocacy Team Lead or management team.
• Represent the Patient Advocacy Service at events and conferences as decided by the Advocacy Team Lead and management team.
• Produce and present activity data and outcomes as required by the Advocacy Team Lead and management team.
• Collaborate with staff of the National Advocacy Service for People with Disabilities as requested.
• Participate in special projects and/or joint working arrangements in consultation with the Advocacy Team Lead and management team.
• Organise and administer own work to ensure that it is accurate and meets quality targets, KPIs, reasonable deadlines and reporting requirements.
• Develop and share knowledge of relevant legislation, appeals/redress mechanisms and social policy and practices in relation to advocating on behalf of service user.
• Work in a manner that facilitates inclusion and diversity.
• Participate and operate within a Performance Management Development System (PMDS) process.
• Undertake other duties assigned by the Advocacy Team Lead or management team.