Engagement and Volunteer Support Officer - London, United Kingdom - Your Voice in Health and Social Care (YVHSC)

Description

JOB DESCRIPTION




TITLE:
Engagement and Volunteer Support Officer, Healthwatch

Tower Hamlets

ACCOUNTABILITY:
Service Director, Healthwatch Tower Hamlets


SALARY SCALE:
£21,000 - £24,000 FTE


HOURS: 37.5 hours per week including some evening and weekend work for which time off in lieu is granted


LOCATION:
Tower Hamlets (office base), with regular community outreach and engagement work taking place across the borough.


HOLIDAYS: 25 days, plus 8 statutory days

This is a community-based role, requiring in person presence at sites across the borough of Tower Hamlets on a daily basis.

An office presence is required at all other times. Remote and virtual working is not applicable for this role.


PURPOSE OF JOB
The postholder will be responsible for delivering Healthwatch Tower Hamlets
(HWTH) Patient Experience and Community Engagement programmes, as well as coordinating and managing volunteers to support delivery of these programmes and their associated KPIs. The postholder will have a daily presence in the community, visiting different sites to gather feedback from patients and carers, raise awareness of Healthwatch, network and building links to support our work as the patient champion for health and social care in the borough.


The postholder will:

• Deliver the Patient Experience programme, visiting health and care services daily, to talk to patients and capture feedback on services.
• Deliver a programme of general and targeted community outreach and engagement, with a focus on hearing from seldom heard communities and equality groups.
• Through their community presence, help signpost the public to resolve challenges in accessing health and social care services.
• Work closely with the YVHSC Volunteer Hub to recruit, train and maintain a network of volunteers to support key programme areas.
• Support the organisation in online engagement and communication, helping to maintain and expand our website and social media presence.

RESPONSIBILITIES

Patient Experience

• Lead delivery of a daily programme of visits to health and care settings to gather patient experience feedback, achieving ambitious KPIs.
• Develop relationships and strategic partnerships to support the ongoing expansion of the Patient Experience programme into new health and care settings.
• On occasion, represent HWTH at appropriate meetings and committees with local providers and commissioners, deploying evidence-based, patient

- focused insights to influence decisions. This will include presentation of the quarterly Patient Experience report.

• Recruit, train and manage Patient Experience volunteers to support delivery of the programme and KPIs.

Community engagement and outreach

• Coordinate, facilitate and deliver a range of effective outreach and engagement activities including focus groups, workshops, webinars, presentations, community meetings and information stalls across Tower

Hamlets.

• Ensure a strong focus of activities in line with our remit around children and young people, isolated, seldom heard, emerging communities and equality groups.
• Develop and grow links with Community, Voluntary Sector and Faith organisations across the borough to support engagement with Healthwatch work, development of workplan priorities, and improvements to health and care services through active involvement and participation.
• Maintain and develop systems to log the activity undertaken and capture feedback and data gathered.
• Produce a quarterly engagement report presenting activity undertaken and highlighting themes, trends and issues reported.
• Support the delivery of the information and signposting service, providing face-to-face signposting in the community and helping to shape key materials to support the service, based on community needs.
• Attend external public/community/partner events and meetings to support the user voice, raise HWTH's profile and stay informed.
• Recruit, train and manage Community Engagement volunteers to support delivery of the programme and KPIs, with a particular focus on those from seldom heard communities.

Volunteers

• Work in a productive and supportive way with YVHSC Volunteer Hub to build a network of Tower Hamlets volunteers to contribute to the Patient

Experience and Community Engagement programmes.

• Work alongside the YVHSC Volunteer Hub to deliver an ambitious programme of Careers fairs/volunteering/ and or other pre-employment activities across Tower Hamlets schools and further educational institutions.
• Support retention of volunteers through active and regular communication and promotion of YVHSC training, development, and social opportunities
• Support volunteers to develop their skill set and employability through offering a broad programme of skill development and volunteer opportunities.

Communications and promotion

• Produce engaging and accessible communications materials (eg posters) to prom