Job Description
Patients Association Senior Helpline Advisor
Salary: £25-29,000 PA dependant on experience.
The Patients Association has been providing patients and the public with advice relating to their
experience of healthcare for over 50 years. The Helpline receives over 7, 000 enquiries a year
through telephone, email and letters. The Helpline forms an essential part of the campaigning work
of the charity by informing our work and ensuring we have a very real understanding of issues facing
patients.
The Senior Helpline Advisor post is an exciting opportunity, ideal for an experienced PALS or
complaints officer now seeking to develop their experience and increase their responsibility and
impact. The Senior Helpline Advisor will act as an ambassador for the service as it expands, working
with the Helpline Manager and the Policy and Campaigns Manager promoting its work and sourcing
funding.
Purpose of role
To work with the Helpline Advisor and coordinate the provision of a professional Helpline service to
patients and the public by responding to enquiries received through email, letter and telephone.
To ensure the Helpline provides up to date, accurate and timely advice to all enquirers by personally
keeping up to date with national and local health and social care issues. To act as the day to day
contact of the Helpline coordinating the provision of the service by the Helpline Adviser and Helpline
Volunteers.
To work with the Helpline Manager and supervise, develop and critically evaluate the information
and advice provided by the Helpline Service and provide feedback and training to the Helpline
Adviser, Interns and Helpline Volunteers where appropriate. To produce up to date guidelines and
algorithms to assist the Helpline Adviser and Helpline Volunteers in responding to enquiries.
To support the Helpline Adviser and Helpline Volunteers in dealing with complicated or sensitive
enquiries which may include dealing with enquiries directly when appropriate. To produce overview
reports of enquiries for the Helpline Manager, to support the development of Patients Association
policy and activity through monthly reports to the Deputy CEO and to perform regular audits. This
may change to weekly/daily reports
To highlight serious and concerning enquiries to the Helpline Manager for further investigation when
appropriate. Act as an ambassador for the Helpline, working with the Helpline Manager to highlight
the work of the helpline by promoting its service to the NHS/Social Care/3rd sector organisations and
other suitable organisations including through face to face meetings and presentations.
To work with the Helpline Manager to develop applications for funding for the Helpline through
charitable grants and other avenues put forward by the fundraising manager.
To work with the Helpline Manager to provide weekly reports and themes.
To work with the Helpline Manager to assist in delivering the CQC contract.
To take responsibility for updating the database and ensuring the process is complete with regards
to case studies, consent, contact details etc.
To review and update booklets, information leaflets x 2 year
To contribute to the annual Patient Voice document
To assist the Helpline Manager with case studies suitable for the Patients Association annual report –
patient stories and to help draft this publication
To undertake research as directed by the Helpline Manager
To provide leadership and mentorship to the Helpline Advisers and Helpline Volunteers .To develop
the Helpline database and equipment to ensure it meets the requirements of an expanding Helpline
service
Any other duties that may be deemed necessary by the Helpline Manager or other senior staff of the
Patients Association
Person Specification
Professional attitude
Friendly and confident manner
Excellent use of English language
Excellent listening skills
Excellent oral and written communication skills
Excellent telephone manner
Computer literate and able to enter details onto the computer database whilst taking a helpline call.
Excellent knowledge of the wide variety of problems facing patients using the NHS and the avenues
for addressing these and an excellent understanding of the patient experience pathway
Training and experience in taking enquiries from the public and patients on problems with the NHS
Training and experience in public and patient involvement including surveys and audit
Experience of critical evaluation of first-hand accounts of patient care (e.g. complaints handling)
Experience of developing and implementing organisational policy and guidelines
Experience of team management and development
Ability to produce and develop guidelines and organisational policies
Understanding of confidentiality issues and best practice policies in this area
Respecter of cultural diversity with an open minded and non-judgemental attitude to the range of
problems presented
Person Specification Desired
Experience of fundraising including the development of successful applications
Experience of developing databases
Experience of producing and researching written reports
Experience of public speaking/presentation
Training and experience in counselling skills
Experience of team management and development of volunteers
Experience of recruitment
To apply please send cover letter and CV to mailbox@patients-association.com with
the subject line “Helpline Manager” or write to Helpline Manager Vacancy, Patients
Association, PO Box 935, Harrow, Middlesex, HA1 3YJ. For questions please call the
Patients Association on 0209 423 9111 or email mailbox@patients-association.com