Community Liaison Officer

We have an exciting opportunity for a Community Health & Engagement Officer to join our East Sussex Wheelchair Services in Eastbourne. Ross Care is a fast-growing business and a leading provider of Wheelchair Services across the country. We work closely with NHS, Local Authority and Social Care Organisations providing a complete outsourced service driving high quality. As the Community Health and Engagement Officer you will create and manage a stakeholder relationship plan to ensure all key stakeholders are engaged and play an active role in the service provision. You will contribute to service quality assurance procedures, recruiting and leading a service users board, support our complaints process and support ongoing service improvement activities. You will be highlighting the importance of using lived experience in service improvement and promote the social model of disability within the service. Key Responsibilities Service User Engagement

• Promoting the importance of user lived experience in the company, community and among external stakeholders.
• Creating, recruiting, and developing a service user forum / service improvement board to meet with on a quarterly basis to oversee improvement and question the local service centre staff.
• Attending internal meetings to stay up to date with daily operations of the service and to be the advocate for user experience.
Quality Monitoring & Improvement
• Attending the monthly contract review meetings with the Integrated Care Board.
• Using the input from service users gained from meetings of the service user forum and other engagement with users to refine existing practice and highlight areas that need improvement.
• Implementing improvements following complaints.
• Feedback from Service Users through formal mechanisms.
Service User Support
• Supporting users who are not eligible to have a wheelchair provided by the service, helping to identify options available
• Supporting Service Users to navigate the complaints process.
• Making information available via signposting to other services - other health professionals, social care, MIND, charities, citizens advice etc.
Networking and Communication
• Networking with professionals in other services to promote knowledge of the wheelchair service and to highlight areas for improvements
• Networking with local and national disability organisations.
• Some use of local social media to promote service user engagement.
• Producing a local newsletter and providing other service users relevant information.
What are we looking for?


• Lived experience of vulnerable children and adults, gained through personal or carer use, including personal experience of wheelchair and other healthcare equipment and services, within a home, health, or social care setting.
• experience of strategic and project planning and decision making.
• Experience of managing multiple workstreams with ability to prioritise and organise work effectively
• Good interpersonal skills, including demonstrable knowledge and practice of customer care including conflict management.
• Good written and verbal communication skills.
• Good IT skills and ability to contribute to the production of communications material aimed at service users.
• Understanding and willingness to use social media for service user engagement.
• Marketing / PR experience would be advantageous.
• Understanding of research and audit processes advantageous.