Job Description

Job purpose

Provide independent, confidential liaison for all staff Support contacting employees to find a self-determined resolution to their concerns by telephone and/or in person Escalate issues of concern to senior leaders promptly in accordance with agreed timescales following consent from employee Surface issues for the organisation which might otherwise be unknown Promote an environment of "Freedom To Speak Up" (FTSU) Provide support for staff who feel unable to raise issues internally or without support Present Board report to the Board bi-annually

Key internal organisational relationships

CEO, Director of Operations and Client Services, Director of Strategy and Business Development, Head of Communication, Marketing and Strategic Engagement, Operations Managers, Guardians, Business Partner - Data Analytics and Dialog, Business Partner - Finance, Business Partner - Project Management

Key external relationships

Senior Leadership Team, Non-Executive Director and Board, Contacting Employees, Key Client Contacts

Main duties

Promptly respond to initial telephone or email, contacts providing an empathic and non-judgemental approach Arrange a face to face meeting as soon as possible to complete conversations with contacting employees at mutually convenient times and venues (on site or off site). Maximise the use of telephone, Teams etc. to facilitate speedy resolution Escalate issues of patient safety and care in line with the agreed timescales for an NHS Trust client Escalate (anonymously when necessary) and remain in contact with the contacting employee and those in the escalation path to ensure a satisfactory resolution is agreed When required facilitate a meeting between a contacting employee and a colleague, escalating formally their concern (with their permission) in line with the agreed escalation path Present the Guardian service to staff groups as required and on a regular basis Agree a level of visibility with the NHS Trust and deliver accordingly Schedule site visits for promotion of the Guardian service Participate in Client initiatives to improve the 'speaking up culture' Write and keep accurate records and contribute to the evaluation of the effectiveness of the service as required, ensuring that reports are completed and recorded in a timely and accurate way Send out user satisfaction survey to contacting employees Ensure that information and data are handled appropriately, and personal and confidential data are protected in line with GDPR requirements Work in accordance with the Guardian Service policies and procedures

Experience

Essential

Proven management and organisational skills at a mid-management or higher level Demonstrable experience of interaction with mid-level and senior Executives, Directors and Non-Executive Directors in addressing concerns and issues Proven experience of dealing sensitively with difficult issues, to act with integrity and maintain confidentiality as appropriate Experience in giving presentations to small and large groups Experience in communicating at all levels of staff from all disciplines and/or grades. Experience of planning and prioritising own workload, and working on own initiative with minimal supervision

Required skills

Essential

Able to listen without interruption Excellent verbal and written communication skills to liaise with a wide range of people Ability to work flexibly to meet the needs of the Business including occasional evening and weekend work where agreed with the employee/employer in advance Self- motivated, confident to work on own initiative and in working alone Able to build a rapport which demonstrates compassion and understanding Be able to set boundaries, be concise, present information and be able to write reports using Microsoft Office tools.

Personal disposition

Be approachable, trusted and non-judgmental High emotional intelligence Enthusiastic and highly motivated Empathic disposition Completer/finisher attitude

Particular requirements for role

This role can involve meeting with and speaking to people who are very emotional, very upset or traumatised by current or previous events or who may be at a point of crisis
Job Type: Full-time

Pay: 42,000.00 per year

Benefits:

Company events Company pension Flexitime Health & wellbeing programme Life insurance Private medical insurance Referral programme Sick pay Work from home
Work Location: On the road