HEALTHWATCH COMMUNITY & INFORMATION FACILITATOR JOB DESCRIPTION

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1 Job Title: HEALTHWATCH COMMUNITY & INFORMATION FACILITATOR JOB DESCRIPTION Community and Information Facilitator Salary: 24,646-26,276, NJC Scale SO1, Point Benefits: 28 days annual leave (rising to 31 days after 2 years service), plus 8 statutory holidays + pension Hours: Responsible to: Responsible For: Employing Body: 2 posts x 37 hours per week, 2 posts x 18.5 hours per week This post will involve some weekend and evening work Director of Healthwatch Leeds None 3 x Leeds Involving People, 1 x Touchstone Contract Terms: Permanent subject to funding. Currently funded until Location: Healthwatch Leeds will initially be based at Leeds Involving People, Unit 8 Gemini Park, Sheepscar Way, Leeds LS7 3JB. The post holder will be expected to travel across the city. BACKGROUND Healthwatch Leeds (HWL) is the local champion for consumers of health and social care. The main aim of Healthwatch is to improve local health and social care provision through gathering people s views on and experiences of the health and social care system. This will involve strengthening the collective voice of local people across health and social care, influencing the Leeds Joint Strategic Needs Assessment, the Leeds Joint Health and Wellbeing Strategy and the commissioning strategies on which they are based 1. A consortium of four organisations has been commissioned by Leeds City Council to deliver Healthwatch Leeds; Leeds Involving People, Touchstone; Leeds Metropolitan University's Health Together Programme and Inclusion North. PURPOSE OF POST You will uphold the values of Healthwatch Leeds and ensure that these determine everything that Healthwatch does. You will be responsible for facilitating the involvement of citizens in holding Health and Social Care systems to account in Leeds. You will have responsibility for ensuring that HWL delivers according to the specification and contractual milestones, including the support and management of volunteers and ensuring the involvement of a wide variety of delivery partners. You will be required to achieve change within complex changing health and social care systems, with support from the Director, Board, peers, volunteers and other stakeholders. You will need to be able to win the trust and commitment from people at all levels and ensure the voice of everyone is heard: in particular people who experience health inequalities and other excluded groups. 1 Local Healthwatch: A strong voice for local people - DH 2012 Page 1 of 7

2 KEY RESPONSIBLITIES 1.1 To lead and coordinate the day to day activities of HWL. 1.2 To assist in the development of HWL Work Plan. 1.3 To ensure all stakeholders and HWL volunteers understand the principles and practice of effective influence and collaborative working. 1.4 To model solution focused, asset based, and collaborative ways of working. 1.5 The Community and Information Facilitator will play a full role in delivering the functions of HWL, as detailed below: Function One: Provide information and advice to the public about accessing health and social care services and choice in relation to aspects of those services. 1.6 To maintain a thorough knowledge of all local health and social care provision. 1.7 To ensure HWL is known as an information resource, ensuring visibility and ease of access for all populations of Leeds. 1.8 To ensure that the information that HWL provides to the local population in relation to health and social care services is high quality and accessible to all populations of Leeds. 1.9 To identify gaps in information and advise commissioners and providers on how to plug these gaps To understand and map the health and social care mechanisms of Leeds, and ensure opportunities for citizen involvement exist at every level To explain how people can access health and social care support, exercise choice, and how they might complain. Function Two: Gathering views and understanding the experiences of people who use services, carers and the wider community. 2.1 To develop effective positive relationships with other voluntary and community organisations, networks, groups and forums in order to obtain the views of the people that they work with, support and represent. 2.2 To develop effective positive relationships with existing commissioning, provider, patient, service user and carer forums and networks. 2.3 To actively seek the views of communities who do not generally come forward by helping to create a credible organisation that people trust. 2.4 To assist the Director in working collaboratively with the Care Quality Commission and other local Healthwatch organisations. Function 3. Influencing the commissioning and provision of local care services. 3.1 To assist the Director in the production and delivery of an Engagement and Communication Plan for HWL. 3.2 To ensure good clear communications about HWL and its work take place across statutory, voluntary and private health and social care providers and decision makers. 3.3 To ensure with the Director, that HWL is effectively and meaningfully represented at every level of decision making in Health and Social Care structures of Leeds. Function Four: Promoting and supporting the involvement of people in the commissioning and provision of local care services and how they are scrutinized. 4a - Supporting Involvement 4.1 To recruit, train and support a range of volunteers who reflect the diverse communities of Leeds. 4.2 To develop a range of volunteering opportunities which make best use of their skills and abilities. 4.3 To ensure volunteering opportunities reflect both the interests of volunteers and the Work Plan of HWL. 4.4 To assist in the development maintenance of a database of volunteers linking peoples' interests to activities and opportunities within HWL. 4.5 To assist the Director in the development of accredited training for volunteers, to ensure they have the correct skills and understanding to represent HWL at the various meetings and groups. 4.6 To support volunteers to develop and improve their skills. 4.7 To work in collaboration with volunteers, drawing up personal development plans and providing regular supervision and support as required. 4.8 To liaise with other providers of volunteering opportunities, so that volunteers regularly ensure regular and planned move on of volunteers as appropriate. 4.9 To undertake community asset mapping with volunteers and citizens, to ensure resources are recognised and utilised to maximum effect Page 2 of 7

3 4b -Ensuring high quality evidence is produced and used by HWL 4.10 To assist the Director in the development of a toolkit for volunteers and groups which demonstrates robust collection and production of evidence To assist with the development of systems which trace the production and gathering of evidence through to its use and impact in decision making processes To assist volunteers with the collection and collation of views of people who use health and social care services, their carers, and the wider public To undertake research and develop good practice in health and social care To ensure that all evidence produced by HWL is robust, and presented in a straightforward and accessible manner To ensure volunteers are supported to faithfully represent HWL in external forums, including enabling them to cite reliable evidence and report on decisions reached To understand the detail of the Leeds Health and Wellbeing Strategy and Joint Strategic Needs Assessment, and ensure this communicated in a variety of accessible formats, to a wide variety of people. Communication & Marketing 5.1 To provide regular updates on the work of HWL using social media (Facebook, Twitter etc) and through the Healthwatch Leeds website in line with Social Media policies. 5.2 To develop and implement a Communications Policy which ensures all HWL communications are inclusive and model best practice. Monitoring and Evaluation 6.1 To develop and maintain accurate paper/electronic database/records of HWLs work. 6.2 To devise and undertake collaborative evaluation and monitoring of HWL activities with volunteers, partners and other key stakeholders. 6.3 To assist the director in devising and implementing effective reporting mechanisms against Key Performance Indicators and targets. Health, Safety and Security 7.1 To ensure HWL activities are conducted in a healthy, safe and secure manner, including the proper completion of risk assessments for activities. 7.2 To ensure safeguarding concerns are raised in an appropriate manner and effectively communicated to the HWL Director. General and office duties 8.1 To work at all times as part of a team. This includes working collaboratively with staff and volunteers, attending team and staff meetings and developing a teamwork approach to all aspects of HWL 's work. 8.2 To work with the Director to ensure the phones and office are appropriately staffed. 8.3 To provide reports for the HWL Board and commissioners as requested by the HWL Director, and to attend meetings if necessary. 8.4 To undertake, training to increase knowledge, skills and awareness. 8.5 To be supervised and appraised according to HWLs policies and practices. 8.6 To implement HWLs policies and practices and comply with its values. 8.7 To be committed to HWLs Equal Opportunities policy and to promote this with volunteers, staff, board, partners, people who use health and social care services, their carers, and the wider public. 8.8 To follow financial procedures including the handling of monies and delegated budgets. 8.9 To undertake any other duties as directed by the HWL Director that may reasonably fall within the scope of the role. DEADLINE DATE FOR APPLICATIONS: 9am Friday 7 th June 2013 Page 3 of 7

4 PERSON SPECIFICATION &ASSESSMENT CRITERIA COMMUNITY & INFORMATION FACILITATOR: HEALTHWATCH LEEDS A = Application P = Practical Exercise I = Interview Knowledge A P I Knowledge and understanding of basic project management skills, techniques and tools. Working knowledge of engagement and management of volunteers. Understanding of good practice in health and care-related information provision. Understanding of the principles of involvement and effective communication. Knowledge of government strategies relating to Healthwatch and key issues affecting health and social care. Knowledge of information quality standards and the benefits these could bring to Healthwatch (desirable). Skills A P I Ability to manage a varied workload with different priorities and activities, and ensuring they are delivered within agreed timescales. Ability to work effectively within a team, sharing expertise and skills with colleagues. Excellent communication skills and interpersonal skills with ability to speak confidently in public. Ability to relate to, and develop relationships with, a broad range of people from a wide range of social, cultural and ethnic backgrounds. Ability to develop and produce fact sheets addressing frequently asked questions. Ability to research solutions to complex enquiries and provide clear and concise responses. Ability to demonstrate a commitment to diversity and equal opportunities in your practice. A flexible approach to work and willingness to work evenings and weekends when required. Experience A P I Experience of community development & delivering engagement activities, involving people who have an interest in service delivery/planning. Experience of producing written documents to a high standard, including both qualitative and quantitative content. Experience of working with a range of agencies, organisations and partners across the voluntary and statutory sector. Experience of using social media, web development, software packages and databases. Experience of designing and delivering training (desirable). Experience of small scale project management (desirable). Experience of working within a health or care related information service (desirable). Experience of using graphic design and/or video editing software (desirable). Qualifications A P I An accredited qualification relevant to the key tasks described in the role description (desirable). Values A P I A strong commitment to the Vision and Values of Healthwatch Leeds and promoting this to others. Takes responsibility for meeting own and others development needs. Uses a range of communication channels to establish and improve relationships and overcome barriers to communication. Actively listens and asks questions to understand needs and managing expectations. Works with communities to increase their confidence. Commitment to making sure developments are carried out collaboratively with those they affect. Understands how to measure and communicate the outcomes of the work at individual and service level. Takes responsibility for setting and maintaining quality standards across services. Actively promotes service user involvement in discussions about service direction and improvements. Regularly assesses risks and uses the results to make improvements and promote best practice. Supports people who need assistance in exercising their rights. Page 4 of 7

5 HEALTHWATCH LEEDS COMMUNITY & INFORMATION FACILITATOR: COMPETENCY FRAMEWORK Personal and Professional Development Definition of Competency Area: This competency relates to developing yourself as well as contributing to the development of others through developing talents (skills, knowledge, experience), improving self awareness and potential through work and organisational activities. This may be through structured approaches, e.g. appraisal, development plans, supervision, coaching and supporting others, e.g. using coaching, supporting partners/volunteers/colleagues. 1. Takes responsibility for meeting own and others development needs. 2. Identifies needs of others emerging work demands and future career aspirations 3. Enables opportunities for others to apply their developing knowledge and skills. 4. Actively provides learning and development opportunities to others. 5. Actively contributes to the evaluation of the effectiveness of own and others learning/development opportunities and relates this to others. 6. Seeks feedback from others about work to help identify own development needs. 7. Identifies and takes responsibility for meeting own learning and development needs and implements learning. 8. Reflects the impact they have on others and the impact others have on them. Routinely seeking feedback and adapts behaviour appropriately. Communication Definition of Competency Area: This competency relates to effectively communicating with different stakeholders eg the public, colleagues, managers, funders, partners, press and other external organisations. Communication is a two way process, where the person can effectively communicate with others, ensuring the information is delivered appropriately and the communication is understood by the person receiving it. It involves development of effective relations with individuals, organisations etc. Co-production 9. Presents a positive image of self and service when communicating internally and externally. 10. Uses a range of communication channels to establish and improve relationships and overcome barriers to communication. 11. Actively listens and asks questions to understand needs and managing expectations. 12. Adapt communication to take account of others culture, background and preferred way of communicating. 13. Identifies the impact of contextual factors on communication. 14. Is effective in putting forward own view and that of the organisation. 15. Communications effectively and calmly in difficult situations. 16. Actively leads on routine meetings with peers and stakeholders. 17. Shares and develops the ideas of others. 18. Understands role in creating and sustaining an environment in which ideas flourish. 19. Uses networks to bring individuals and groups together to share information and resources and to achieve goals. 20. Models good practice in communications in all aspects of their work (internal and external) and develops this in others. Definition of Competency Area:Co-production is a way of working collaboratively with others, that values and respects the knowledge and understanding that each person brings with them, and where everyone gives something and everyone gets something of value to them out of the exchange of skills, understanding or time. 21. Identifies opportunities for co-production across the organisation and partners 22. Works with communities to increase their confidence. 23. Awareness of what everybody gives and gets from working together. Page 5 of 7

6 Service Delivery Continuous improvement 24. Commitment to supporting other people to work co-productively 25. Commitment to making sure developments are carried out collaboratively with those they affect. 26. Commitment to working with people to increase their confidence and promotes inclusion in communities. 27. Proactively ensures developments are carried out collaboratively with those people it affects. Definition of Competency Area: This competency relates to effective delivery of services to people we work with, funders/partners, colleagues, external suppliers, internal services etc. It is also about working in line with Healthwatch Leeds policies and procedures, achieve outcomes as identified by the board and commissioners, also around the areas of administration (minimum standards), systems and finance (financial procedures), legislation, quality standards and systems. 28. Has a wider understanding and works in accordance with Healthwatch Leeds s visions and values and promotes this with others. 29. Ensures the service meets the needs of people who use it and takes steps to widen engagement. 30. Understands how the team plan enables Healthwatch Leeds to achieve its strategic objectives and actively contributes to the delivery of this. 31. Commitment to own and other roles and how they contribute to Team effectiveness and efficiency and encourages others to adopt same approach. 32. Understands how to measure and communicate the outcomes of the work at individual and service level 33. Takes responsibility for setting and maintaining quality standards across services. 34. Provides others with clear purpose and direction. 35. Articulates the need for changes to service, processes and systems, acknowledging the impact on people and services. 36. Supports individuals to account for achieving performance standards and taking action to address these. Definition of Competency Area: This competency relates to individuals/teams working in ways which deliver positive outcomes from an individual, service and organisational perspective to Healthwatch Leeds s stakeholders. This can be supported by policies and procedures eg personal responsibility, suggestions from employees, contribution to organisational initiatives, effective team working, solution focused approach. This can be supported through looking at ways of doing things differently, innovation and creativity, reflective practice with the aim of improving. 37. Identifies and evaluates potential improvements to the service. 38. Discusses improvement ideas with appropriate people and agrees a prioritised plan of implementation to take forward agreed improvements. 39. Presents a positive role model in times of service improvement. 40. Supports and works with others to help them understand the need for change and to adapt to it. 41. Enables and encourages others to suggest change, challenge tradition and share good practice with others. 42. Evaluates the changes made and suggests further improvements where needed. 43. Actively promotes service user involvement in discussions about service direction and improvements. 44. Positive role model in putting forward innovative approaches Page 6 of 7

7 Health, Safety and Security Equality & Diversity Definition of Competency Area: This competency relates to maintaining and promoting the health, safety and security of everyone in the organisation or anyone who comes into contact with it directly or through the actions of the organisation, eg safeguarding and working environment. 45. Regularly assesses risks and uses the results to make improvements and promote best practice 46. Makes sure others work in a way that complies with legislation and Healthwatch Leeds policies and procedures on health, safety and risk management. 47. Carries out, or makes sure others carry out risk assessments in own area. 48. Takes responsibility for checking work area to make sure it is free from risks and confirms to legislation and Healthwatch Leeds policies and procedures on health, safety and risk management. 49. Takes responsibility in area of work for ensuring the right action is taken when risks are identified. 50. Identifies and manages risk at work and helps others to do the same. 51. Finds solutions to improving health, safety and security in own area. Definition of Competency Area: This competency relates commitment to equality and diversity, and showing this through their performance and responsibilities eg attendance at diversity groups, positive action resulting in positive outcomes eg relating to working with diverse groups, application of Healthwatch Leeds s policies. 52. Uses plain language when carrying out duties, recognising language needs thereby removing jargon. 53. Interprets equality and diversity rights in accordance with legislation, policies, procedures and good practice. 54. Actively challenges discriminatory behaviour. 55. Supports people who need assistance in exercising their rights. 56. Considers impact of actions internally as well as externally with stakeholders. 57. Acts as a role model in own behaviour and promotes an anti-discriminatory culture 58. Respects difference 59. Promotes equality and diversity in own area and ensures policies are adhered to. Page 7 of 7