Experience and Information Officer

Do you want to make a difference in Birmingham?

Are you passionate about helping Birmingham citizens by tackling inequality in the health and social care system?  With all the changes taking place in health and social care, this is an exciting time to join Healthwatch Birmingham.

Are you innovative, creative and self-motivated? This opportunity to make a real difference could be for you.

We welcome enquiries from everyone and value diversity in our workforce.

The role of Experience and Information Officer at Healthwatch Birmingham is critical to our ability to listen to the experiences of Birmingham citizens, and empowering them to make informed decisions about their health and social care needs. The role is a gateway role for individuals to access the help and support they need in the city providing them with signposting to services and information that will support them to navigate the local health and social care system.

The successful candidate will have the ability to listen to an individual’s experience of health and social care, identifying key lines of enquiry to truly hear their story. You need to be passionate about helping others identifying services that can help them.

It is the role of Experience and Information officer to ensure we proactively listen to the experiences of the public, interviewing them to uncover issues about where services are not working well, gaps in service provision, and identifying what support they need to improve their personal situation. You will work across all contact routes (telephone, online and face-to-face) to engage individuals, increasing opportunities for us to provide information and signposting, developing our volunteers to support this area of work.

The main purpose of the role is:

  1. To interview citizens via the telephone to understand their experiences of health and social care, including identifying any gaps in the provision of services, and write case studies to capture this feedback.
  2. To deliver an excellent Information and Signposting service by providing citizens with effective information and signposting to access the care they need. Recording detailed summaries of your work on the CRM system.
  3. To ensure our information route on our website, and volunteers, are able to provide answers to common information and signposting queries.
  4. To escalate cases to health and social care, as indicated by the Healthwatch Birmingham escalation policy

If you are passionate about helping others, interested in understanding their experiences of health and social care and making sure individuals have access the services they need, this post is for you.

For details of how to apply please visit: https://bit.ly/30cFQcz

Closing date: Tuesday 25th August 2020 (10 am)

Interview date: Tuesday 15th and Wednesday 16th September.