Complaints Advocate

About Llais

Llais is a national, independent body set up by the Welsh Government to give the people of Wales a say in how they receive their health and social care services.

Everything we do is in line with our values of integrity, working together and being person driven. We are committed to putting people and communities at the heart of everything we do.

Our role is to engage with and listen to the people of Wales. We do this by reaching out to people in their local communities, hearing their views and understanding their experiences of health and social care. We feedback what we hear to decision-makers to help shape and influence the services people receive now and in the future.

Job Overview

Join us as a Complaints Advocate

Location: West Wales

Band & Salary: Band 6, £40,559.00 - £48,841.00

Contract Type: Maternity Cover

Hours: 37.5

This is a hybrid role, with both remote and office-based working.

The ability to communicate in Welsh is desirable

Organisation: Llais – The Citizen Voice Body for Health and Social Care

Are you passionate about making real change in health and social care? Do you believe in the power of people’s voices to shape better services? If so, we want to hear from you!

What you’ll do:
Provide specialist information and advice to complainants and to assist them in taking up their complaints about NHS services and Social Care services through the appropriate procedures, in their language of choice. Work in compliance with relevant legislation relating to consent and confidentiality.

Facilitate effective discussion and resolution between professionals and complainants covering contentious, sensitive, and emotive subject areas where agreement may not always be reached.

Enable complainants to submit concise concerns to the appropriate organisation to ensure a comprehensive investigation of the facts is undertaken in line with the relevant Complaints procedure. This process will include:

Giving advice on options and the complaints process

Research

Compilation of letters and correspondence

Basic Counselling skills

Mediation

Interpretation of responses to complaints

Negotiations

Presentations

Emotional and technical support at meetings with organisation representatives

The level and type of support will depend on each complainant’s individual needs.

Work closely with complainants to submit consistent, well-structured applications for Ombudsman investigations, and subsequent correspondence.

Provide emotional and technical support to complainants during Ombudsman investigations, including interpretation of reports.

Report to senior staff on a regular basis on complaints activities, trends and concerns that may require follow up.

Review complaints information provided by NHS and Social Care services organisations to assist in identifying trends, and to review follow up action taken by organisations in response to complaints.

Report on trends in complaints to senior staff on a regular basis so that follow-up action can be taken to improve services.

Working for our organisation

We are looking for passionate and capable people from all walks of life who bring different lived experiences that will help change the way we think. We are looking for applications from diverse candidates who can bring fresh skills, lived experiences and perspectives to our work.

Llais provides staff with a full range of benefits including:
28 days annual leave (rising to 34 days with length of service) plus statutory holidays – pro rata for part time employees

Competitive salary

Flexible working

Automatic membership of the NHS pension scheme

Access to the Employee Assistance Programme, including our confidential counselling service

Job Description Main Responsibilities

A full job description and person specification are attached to this advert, please review this prior to submitting your application.

If you are up for the challenge and want to be an important part of making a real difference to health and social care services in Wales, we want to hear from you. If you have any queries or wish to discuss this post, please contact: [email protected]