Job summary We have an exciting opportunity for the right candidate with relevant experience, and knowledge to join us as Family Liaison Officer. Family liaison officers will be a new role in the Trust providing support to patients, families, and carers during patient safety incident responses as well as supporting the management of complex complaints. They will act as a single point of contact for patients and families involved in incidents and be part of the Trust's process of engaging patients and families in patient safety incident responses The Family Liaison Officers will work in line with Being Open and Duty of Candour principles. You will provide support and information in a sensitive and compassionate manner, securing confidence and trust of patients, their families and carers and ensuring they are given timely information in accordance with the needs of the investigation/learning response. You will be expected to work in close collaboration with colleagues and provide support to the wider Patient safety and Patient experience teams. Main duties of the job The role of the Family Liaison Officer (FLO) is to support families and carers through the investigation process that follows a serious incident related to a service user. The purpose of the role is to ensure families and carers are treated with compassion and professionalism in respect to their individual needs. The role requires the highest degree of sensitivity, communication and integrity and will include the provision of support to newly bereaved individuals some of whom may be deeply distressed. The post holder will be the main point of contact for individual families and carers and will work closely with the Investigating officer assigned to the incident. This will include agreeing methods and timing of communication with family members which may include face to face meetings, telephone calls and email correspondence. This will ensure that the family's needs are met with regard to the provision of timely and accurate information during the investigation, openness and transparency and to reflect the level of involvement they wish to have in the investigation. About us DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues. At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions. As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ communities.We offer a range of benefits to support our people including:o Extensive range of learning opportunitieso NHS Pension Schemeo Generous holiday entitlement in line with Terms & Conditionso Comprehensive health and wellbeing supporto NHS Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers. Date posted 29 January 2025 Pay scheme Agenda for change Band Band 6 Salary £37,338 to £44,962 a year Pro Rata Per Annum Contract Permanent Working pattern Full-time Reference number 272-6835642 Job locations Doncaster Royal Infirmary Thorne Road Doncaster DN2 5LT Job description Job responsibilities Please see attached to the advert a job description and person specification for further details. Please ensure you read both documents carefully. Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential. Job description Job responsibilities Please see attached to the advert a job description and person specification for further details. Please ensure you read both documents carefully. Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential. Person Specification Knowledge and Experience Essential Interpretation and implementation of national strategies into local initiatives. Ability to provide specialised advice to clinical and non-clinical areas on service development and re-design initiatives in line with the Trust's business. Experience of work with the general public within a public facing service such as health care, volunteer sector support, police. Knowledge and understanding of NHS Complaints Management arrangements and the role of the Parliamentary Health Service Ombudsman Good understanding and working knowledge of the PSIRF launched in 2022 Good knowledge of duty of candour and ability to be able to be the expert in the Trust on duty of candour and its application. Be able to sign post to organisations and charities where families can get emotional support and help. Qualifications/Training Essential To be educated to Degree level or equivalent clinical or professional experience. Excellent management / leadership skills. Evidence of continuing professional or managerial development. Personal Attributes & Skills Essential Friendly and approachable Have an understanding of the effects of bereavement on different people including children Ability to engage and develop working relationships with different families and patients. Communicate effectively in highly stressful situations and be able to break down complex information to make it easy to understand Excellent Communication skills with a key focus on the ability to listen Compassionate with the proven ability to deal with distressed people in emotive situation and be calm under pressure. Self-Awareness regarding personal impact and the requirement to participate in professional supervision Strong facilitation and negotiation skills with all professionals and families Manage and plan own workload and work independently to provide meaningful engagement to patients and their families. Be an expert in the Trust on duty of candour. Provide training to other staff on duty of candour Ability to prioritise and manage a number of conflicting requirements in a professional manner and deal with a number of complex issues at the same Person Specification Knowledge and Experience Essential Interpretation and implementation of national strategies into local initiatives. Ability to provide specialised advice to clinical and non-clinical areas on service development and re-design initiatives in line with the Trust's business. Experience of work with the general public within a public facing service such as health care, volunteer sector support, police. Knowledge and understanding of NHS Complaints Management arrangements and the role of the Parliamentary Health Service Ombudsman Good understanding and working knowledge of the PSIRF launched in 2022 Good knowledge of duty of candour and ability to be able to be the expert in the Trust on duty of candour and its application. Be able to sign post to organisations and charities where families can get emotional support and help. Qualifications/Training Essential To be educated to Degree level or equivalent clinical or professional experience. Excellent management / leadership skills. Evidence of continuing professional or managerial development. Personal Attributes & Skills Essential Friendly and approachable Have an understanding of the effects of bereavement on different people including children Ability to engage and develop working relationships with different families and patients. Communicate effectively in highly stressful situations and be able to break down complex information to make it easy to understand Excellent Communication skills with a key focus on the ability to listen Compassionate with the proven ability to deal with distressed people in emotive situation and be calm under pressure. Self-Awareness regarding personal impact and the requirement to participate in professional supervision Strong facilitation and negotiation skills with all professionals and families Manage and plan own workload and work independently to provide meaningful engagement to patients and their families. Be an expert in the Trust on duty of candour. Provide training to other staff on duty of candour Ability to prioritise and manage a number of conflicting requirements in a professional manner and deal with a number of complex issues at the same Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Doncaster & Bassetlaw Teaching Hospitals NHS FT Address Doncaster Royal Infirmary Thorne Road Doncaster DN2 5LT Employer's website https://www.dbth.nhs.uk/ (Opens in a new tab)