Experience Involvement Officer - LTC - MCX-023289

Job Purpose: To support the Experience and Involvement Lead and MCALS by gathering and reporting patient and service-user feedback, helping people to be involved in shaping Manx Care services, and providing high quality customer service and administrative support across the Care, Quality & Safety Division.

Duties
- Support the Experience and Involvement Team and MCALS with day-to-day enquiries, signposting and general administration.
- Handle telephone calls, emails and face-to-face enquiries from members of the public and service users.
- Provide face-to-face support at community hubs across the island.
- Attend engagement events to promote MCALS, Manx Care Friends and Family Survey and other feedback methods.
- Help promote Care, Quality and Safety across Manx Care services.
- Collect, input, scan and accurately record Friends and Family and other feedback surveys, and help analyse the data.
- Arrange Quality and Safety Walks and ensure action plans and reports are completed and shared with relevant managers and governance meetings.
- Produce simple, easy-to-understand statistical reports and displays for staff and public areas.
- Enter comments and compliments onto Datix.
- Deliver Experience and Involvement presentations to new Health Care Assistants as part of induction training.
- Support “In Your Shoes” listening events, including coordination, data reporting and follow-up actions.
- Provide administrative support to Experts by Experience groups and public representatives, acting as a point of contact for meetings and forums.

Essential Skills
- Passionate about providing excellent customer service.
- Experience working in a customer service or ward-based environment.
- Ability to communicate clearly and confidently with people at all levels.
- Strong verbal and written interpersonal and communication skills.
- Knowledge of confidentiality, security awareness and GDPR.
- Able to work accurately with strong attention to detail.
- Good working knowledge of Excel for reporting and extracting data, plus general Microsoft Office skills (Word, PowerPoint, Excel).
- Able to listen and work with compassion.
- Resilient and balanced when dealing with highly sensitive issues.
- Able to work both independently and as part of a team.
- Able to manage conflicting demands and meet deadlines.
- Committed to upholding Manx Care CARE values and organisational vision.
- Enthusiastic, efficient and able to manage time effectively so information is accessible to the team.
- Satisfactory police check.
- Full, valid driving licence and access to own vehicle.

Desirable skills
- 5 GCSEs including English Language or equivalent.
- Detailed knowledge of Microsoft Office applications, including Word, PowerPoint and Excel.
- Eligible to work in the Isle of Man.

This is a limited term contract for 12 months.

A more detailed job description can be viewed by clicking here

Please send your CV and covering email using the APPLY NOW button below.

Salary & benefits

£27,598 - £33,290 pro rata per annum

Hours

Part Time - 30-33 hours per week