Job Role 3 - Healthwatch Doncaster

Healthwatch Doncaster is the independent health and social care champion for local people. We actively engage with local people and communities to gather their stories and experiences. We use this information to influence service development and improvement in local health and care services. We have a growing membership who are interesting in and use Doncaster’s health and social care services. We pride ourselves on our robust partnerships with local providers and commissioners. Job Title:

ENGAGEMENT TEAM MANAGER

Job Purpose Reporting to the Doncaster Healthwatch Chief Operating Officer. The post holder will be a member of Healthwatch Doncaster’s Management team alongside the Chief Operating Officer. Tea

m is The role involves the development of and line management responsibility the Engagement Team who deliver a range of community engagement work. This role will help position Healthwatch Doncaster as the lead source of insight into local people’s experiences of health and social care services. Provide a comprehensive, consultative and participative expert service that reflects the diversity of the local population in order to ensure health and social care issues and gaps in services may be communicated effectively, addressed and progressed. Adopting group and partnership working, this is done through applying user involvement and engagement with local community and interested groups to enable citizens and communities a stronger voice to challenge how health and social care services are provided locally. The role of Community Engagement Team Manager will also be required to champion and lead specific key pieces of work, direct and support community engagement workers in the team and actively seek out new opportunities for community engagement.

Business Processes Strategic Contribution Contributes to HWD strategic plans and understands and relates to own area of responsibility – eg key activities, projects, objectives.

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Contribute to and support the Chief Operating Officer in the overall strategy and business planning processes.

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Lead the Doncaster Healthwatch engagement team and engagement programme and evaluate regularly.

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To lead the development of community engagement activities, in line with the organisation’s strategic priorities and using appropriate and robust research methods.

Healthwatch Doncaster • 3 Cavendish Court • Doncaster • DN1 2DJ, South Yorkshire • Support Team: 01302 965454 Email: [email protected] • Website: www.healthwatchdoncaster.org.uk Facebook: www.facebook.com/hwdoncaster • Twitter: @hwdoncaster

Assist in production of local operational plans that support the achievement of agreed department activity. Monitor and report progress on key tasks (cases, processes, reports, projects) to ensure effective use of time, cost and materials.

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Support Doncaster Healthwatch to formulate and implement Engagement and Development Plans.

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Enable the Doncaster Healthwatch to plan and deliver publicity and awareness raising activities, including public speaking.

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With the Doncaster Healthwatch Chief Operating Officer, raise the profile of the Doncaster Healthwatch with stakeholders including the general public.

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Contribute to team meetings and, if appropriate, deputise and contribute in strategic meetings.

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To identify and maximise opportunities to use our evidence base to influence commissioners and practitioners in the drive for service improvement.

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To develop systems and plans to allow Healthwatch Doncaster to demonstrate impact and outcomes on the quality of health and social care.

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Plan and lead a programme of work with the community engagement team to maximise the organisation’s reach and its ability to capture quality feedback from local people about health and care services, in line with our priorities.

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Identify opportunities to reach new audiences by building strategic relationships with representative voluntary and community organisations, and others.

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Work with the Chief Operating Officer to identify opportunities to reach new audiences through targeted communications.

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Develop, pilot approaches.

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Ensure the regular monitoring and evaluation of the team’s work and identify areas that need to be improved.

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Produce regular reports on the team’s work for the Chief Operating Officer, the Board and for contract monitoring.

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• Relationship Management Build and maintain effective work relationships with key contacts both internal and external to support Doncaster Healthwatch to achieve effective relationships • with key stakeholders

Using group and partnership working, ensure effective engagement, communications and relationships exist with local residents, members and stakeholders, actively creating opportunities to engage with seldom heard communities.

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Establish contacts with other Doncaster Healthwatch offices/areas to facilitate crossboundary working.

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Ensure effective engagement with local user groups, health forums, meetings and partnerships, local residents and representatives of the voluntary and community sector, to ensure input into the Doncaster Healthwatch process.

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Demonstrate understanding and commitment to equal opportunities.

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Support the Chief Operating Officer to establish a network of appropriate contacts within sector; plan to develop constructive relationships with key contacts.

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Ensure that planned relationship building delivers desired result: action or endorsement of service(s) reflected in positive outcomes for Doncaster Healthwatch.

Continuous Improvement / Quality Recognises and recommends new service/department processes, procedures & systems that improves (may improve) efficiency and deliver high standards.

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Liaise with Chief Operating Officer to review own service performance against agreed priorities and targets and to implement corrective actions.

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Support the development, implementation and monitoring of effective quality assurance systems.

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Support Doncaster Healthwatch in its self determination; forming its aims and objectives and robust governance procedures.

Compliance Works within and follows policies that meet legislative or internal requirements (including Health and Safety) and promote best practice, ensuring that compliance is achieved.

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Contribute to Health and Safety compliance, responsible for adhering to policies and reporting Health and Safety issues and concerns.

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Contribute to Safeguarding compliance, responsible for adhering to policies and reporting Safeguarding issues and concerns.

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Adhere to all Company and relevant Doncaster Healthwatch operational policies and procedures in order to ensure effective service delivery.

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Carry out work in accordance with agreed internal and external policies and procedures.

Maintain links and constructive relationships with health and social care individuals and organisations.


Analysis – Projects and Service Delivery Aware of service activity and resources materials and techniques; make recommendations to improve quality and cost.

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Ensure that the database/Feedback Centre info is analysed regularly so that timely and accurate reports are provided.

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Support the Chief Operating Officer to identify local requirements with relevant members, producing reports as required.

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Support and contribute to the data collection and reporting process for the service in line with local and/or national requirements.

Professional Development Continue development of own professional expertise; requests against issues/trends as appropriate.

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Evidence of continued professional learning e.g.relevant courses attended.

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Identify relevant external training with Chief Operating Officer and attend company training/development programmes.

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Achieve and deliver against key competencies (see Person Specification).


Customer – Doncaster Healthwatch, colleagues and clients • Be a key office representative to ‘customers’ of Support (client / customer) Doncaster Healthwatch and deliver standards in a Directly provides high levels of responsive and timely manner. customer service to ensure short and longer term customer • Facilitate consultation and engagement activities to satisfaction. Essential procedures ensure community participation with Doncaster and systems are implemented Healthwatch and standards of practice • Raise awareness of the public’s social and maintained and developed. healthcare issues in local area.

Internal Advice or External Information Provide expert advice or information and support to customers within own area of accountability demonstrating judgement and understanding of the issues. Service Improvement Seek feedback from clients, customers and colleagues in order to maintain the highest level of service provision.

Financial cost control Budget (including Project Management) Recognise and work within agreed budget for area of responsibility and request or

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Undertake outreach work, engaging with communities to seek their views and encourage their involvement in Doncaster Healthwatch.

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Undertake administrative tasks as appropriate e.g. minute taking, report writing etc and assist other members of the team as appropriate.

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Contribute to the Doncaster Healthwatch meetings to support local plans

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Provide expert advice and information regarding provision of health and social care services in a timely and appropriate way to customers/clients taking into account individual need.

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Ensure members, the general public and stakeholders have the opportunity to shape local health and social care services.

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Be responsive to the changing needs of the service, the organisation and Doncaster Healthwatch, being aware that contractual obligations may change.

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Plan and deliver consultation and involvement activities eg workshops, focus groups, deliberative events etc.

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Ensure the creation and application of appropriate, robust research and service evaluation methods and tools such as surveys and focus groups.

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Work with colleagues to analyse and assess feedback in order to develop an evidence base to inform the organisation’s influencing work.

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Manage the Engagement Team’s budget and contribute to funding bids.

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Contribute to organisations aims to deliver services in a cost effective and eco efficient manner.


advise where budget based on plans may require amending. • Cost Management Monitor costs within own area and report anomalies.

New Opportunities or Revenue Communicate new service and provision opportunities to team and line manager to help develop the business in line with HWD plans. Learning & Growth People Management Support senior colleagues achieve timely administration of new staff and staff changes; ensure colleagues are fully equipped to meet objectives.

Control day to day costs e.g. travel to/from meetings; ensure any significant expenditure is approved by Chief Operating Officer before any spend is actioned or committed to.

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Adhere to financial procedures in line with organisational policy.

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Highlight opportunities or new services to Chief Operating Officer.

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Seek funding and grants to support activities and events.

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To line manage the Engagement Team including recruitment/retention, induction, training and development, performance management and succession planning.

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Contribute to the development of fellow colleagues and develop own Continuous Professional Development (CPD) in line with the individual, team and company needs.

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Attend training courses, supervision/case review and team meetings.

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Be mindful of/respect team working and assist colleagues where required.

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Identify training needs of Doncaster Healthwatch members; plan and deliver training if and when required.


PERSON SPECIFICATION Qualifications and Professional Skills

Qualified, or at least can demonstrate, advanced knowledge in some or most of following: • • •

Knowledge and Skills

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Typically may be, but not essentially, A’ Level, BTEC or diploma qualified or with at least 1+ year’s relevant experience. Typical minimum 5 GCSE A-C including Maths and English (or equivalent) or equivalent experience Minimum: basic MS Word, Excel, PowerPoint, Outlook. Experience in leading and managing an expert service with specific skills in understanding of the principles and practices of: o providing a quality local health and social care involvement networking service o diversity and community engagement o equal opportunities and importance of diversity in engagement provision Experience of managing projects that include several work streams

Experience of creating and implementing engagement strategies and plans Experience of monitoring and evaluation and supporting others with these processes Typically has an active interest in, and an understanding of, the voluntary and community sector to ultimately deliver an exceptional service for Doncaster Healthwatch. High level of interpersonal skills to understand volunteers, local people, communities and motivate colleagues within the team. Ability to recognise conflict situations and address to a satisfactory conclusion for local people, volunteers and the team. Ability to plan over 3 month’s time horizon. Ability to negotiate and influence to senior level, internal and external facing. Ability to write management reports – to meet internal and external senior level approval. Aware of where to find relevant policy and process information and/or whom to ask. Advise and influence others, eg fellow colleagues and the Doncaster Healthwatch Chief Operating Officer (COO) to consider actions required to rectify performance, improvements in quality etc. Ability to plan and organise own workload. A creative and innovative thinker – has strong interest in relating ideas to practical solutions. Ability to initiate and develop projects using data from a variety of sources. Ability to share or answer questions on own knowledge and/or expertise of the role to others.


Other Other

Work as part of the wider Healthwatch Doncaster team, attending meetings and events as appropriate. Work in support of other colleagues in the organisation, as particular needs arise, as directed by the Chief Operating Officer. Undertake additional duties as requested by the Chief Operating Officer which further the aims and objectives of Healthwatch Doncaster.

Flexibility

With notice, required to be flexible with days and hours worked. There is a flexible working policy in place

Hours

Normal working week: Up to 30 hours per week 9.00-5.00 Monday-Thursday 9.00-4.30 Friday. Future service developments may require occasional out of hours working; occasional evenings and occasional weekends subject to operational needs.

Travel

May involve infrequent travel and occasional overnight stays. Ability to travel throughout the geographical area.

DBS Check

An enhanced DBS check will be required
