Engagement Officer 053129 Job Pack May 2021 - NHS JOBS
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Engagement Officer
053129
Job Pack
May 2021
Page 1 of 20 053129 –Engagement Officer
Openness, Honesty and
Dignity and Respect Quality and Teamwork Care and Compassion
Responsibility
Contents
Welcome to NHS 24 3
Our Organisation 4
Our Structure 5
Service Development 6
Our Centres 7
The Role 9
This Opportunity 10
The Job Description 12
Recruitment Process 19
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Welcome to NHS 24
Thank you for your interest in this position.
This information pack details information about both NHS 24 and this vacancy. I hope
that you find this information useful and it helps inform your decision to apply to come and
work with NHS 24.
Now is a great time to be joining NHS 24 as we continue to grow and deliver safe,
responsive person centred services to the public of Scotland.
We are proud to employ 1600 staff across our centres in Scotland. As the Interim
Director of Workforce, I am committed to ensuring that NHS 24 is a great place to work.
Our staff are our greatest asset who deliver high quality safe and effective care to our
patients.
I am committed to putting our staff at the centre of everything we do and to working to a
common set of values to guide the work we do, the decisions we take and the way we
treat each other. Our values are: care and compassion; dignity and respect; openness,
honesty and responsibility; and quality and teamwork.
If you would like to be part of our team and feel you have the skills and share our values I
would be delighted to hear from you and welcome your application.
Linda Davidson
Interim Director of Workforce, NHS 24
Reference Material
You can find more information about NHS
24 and our services at:
About NHS 24
NHS 24 Services
Key Documentation
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ResponsibilityOur Organisation
NHS 24 is the national provider of digital and telephone based health and care services
for Scotland. We provide people with access to information, care and advice through
multiple channels including telephone, web and online.
We work in collaboration with partners, the public and our people to co-design services
using technology and a digital first approach to sustainable service development and
delivery.
Our Services
Delivery of safe, effective and person centred care to the people of Scotland is the
absolute priority for NHS 24. Our services are delivered across a range of channels
including telephone, online, web chat, text, email and social media, on a ‘Once for
Scotland’ basis to complement the face to face delivery of NHS Scotland’s health and
care services. Key services include the telephone triage service 111, our national health
and care information service NHS inform, the Mental Health Hub, Breathing Space, Care
Information Scotland and, more recently, providing an Urgent Care support service to the
citizens of Scotland.
Our services are delivered by multi-disciplinary teams, which include a range of clinical
and non-clinical skills sets, including nurses, pharmacists, physiotherapists, call handlers
(all operate under clinical supervision), health information advisors and mental health
counsellors.
As an integral part of the NHS in Scotland, NHS 24 continues to develop, provide, and
facilitate an expanding range of multichannel, patient centred, safe and effective digital
and telephone based-health and care services.
For example:
NHS 24 is the national provider of a range of digital and telephone services including
111, NHS inform and Breathing Space.
Working with partners across the health and care sector, NHS 24 provides health and
social care information and access to urgent and out of hours care for people across
Scotland via a range of channels including telephone, website and webchat.
In response to COVID-19, NHS 24 has utilised its national telephony and digital
capability to support a national 24/7 COVID-19 pathway, provided through a 24/7 111
service that focuses on COVID patients only in the in hours period and supported by a
non-clinical special 0800 helpline and the use of digital assets including NHS inform.
In the first 11 months of 2019/20 (excluding March 2020 COVID-19 related activity),
NHS 24 recorded a call demand of 1.4m calls to 111. In the same period, demand to
the new Mental Health Hub service, accessed via 111, was 22,653.
Throughout 2019/20, visits to NHS inform online averaged 4.4 million per month,
however this has grown rapidly during the pandemic to over 2 million visits per week.
NHS 24 employs a range of staff across its locations, including clinical and non-clinical
staff and essential support services staff.
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ResponsibilityOur Structure
COMMUNICATIONS
NURSING • Corporate Communications
• Professional Leadership and Standards
• Media and Campaigns
• Clinical Education
• Clinical Governance • Internal Communications
• Public Protection • Social Media Delivery
• Patient Safety
• Clinical Input to Service Development • Stakeholder Engagement
• Quality Improvement • Public Relations
• Patient Affairs • Public Affairs
• Advertising and Marketing
SERVICE DEVELOPMENT • Audio-Visual Production
• Service Transformation and Innovation
• Digital Development and Delivery
• Stakeholder Engagement WORKFORCE
• Equality and Diversity • Organisational Development
• Patient Focus & Public • HR Policy
Involvement • Learning and Development
• Performance Management
• Trade Union Partnership
Engagement
SERVICE DELIVERY • Workforce Strategy
• Service Planning and Delivery • Planning and Resourcing
• Operational Input to
Service Development
• Operational Management
and Team Leadership
• Service Performance
Against KPIs
• Operational Resource
Planning
FINANCE
• Governance
• Financial and Strategic Planning
MEDICAL • Financial Control
• External Clinical Engagement • Risk Management
• Patient Safety • Performance Reporting
• Clinical Content • Operational Costing and Efficiency
• Clinical Input to Service Development
• Revenue Development
• Resilience Planning
• Facilities Management and
• Caldicott Guardian Procurement
INFORMATION & COMMUNICATIONS TECHNOLOGY
• Information and Records Management
• Data Security
• IT Strategy
• Data Strategy
• Technical Contract Management
• Technology Support
• Information Governance
• Data Architecture and Standards
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ResponsibilityService Development
Service Development is a relatively new directorate within NHS 24. The remit of the
directorate includes responsibility for the Digital Roadmap, and associated pipeline
activity, including the lead on the Public-Facing National Digital Collaboration.
Expertise across the three main functions including; Stakeholder Engagement and
Insights, Digital and Service Development supports:
• The introduction of new services into NHS 24, as part of the delivery of its Strategy
2017-22, including Service Transformation Programmes.
• Delivery of public-facing programmes of transformation which support the broader
health and care system.
• Continuous development and delivery of online products and services to support
health and wellbeing and promote self – management, such as NHS inform, Care
information Scotland and Scotland’s service directory.
• Commitment to involving users, partners and staff in designing new, and
developing existing services.
• Service Development involves Service Users, staff and partners in designing new
and developing existing services, ensuring inclusiveness and equity of access.
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ResponsibilityOur Centres
We have six regional centres, four in the West, one in the East and one in the North of
Scotland. We also have a number of local centres.
This post will be based at the Lightyear Contact centre.
Lightyear, 9 Marchburn Drive, Glasgow Airport Business Park PA3 2SJ.
Getting There
By car
Travelling by car, you would take
junction 29 westbound or junction 28
eastbound from the M8.
By Train
The nearest train station is Paisley
Gilmour Street. The building is
approximately 25 minutes walk from the station. However, the McGill's 757 runs from the
station and stops near the building (approx two minute walk).
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ResponsibilityVisit Scotrail.co.uk for train timetables.
Click here to view the walking route planner from the station to the building, on Google
maps.
By Bus
There is a wide range of bus links to and around the Glasgow Airport Business Park,
including:
Glasgow Airport Express Service 500 from Buchanan Bus station
McGill’s 757 Bus Service from Clydebank to Paisley Gilmore Street Train Station
First Bus 77 – via Glasgow's West End and Braehead.
Each of these buses stop within a five minute walking distance to the building.
More routes can be viewed on Glasgow Airport's website, in the section To and From by
Bus
The site also offers a Bike Hub for staff who cycle to work.
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ResponsibilityThe Role –
Engagement Officer
Working as an Engagement Officer you
will be responsible for ensuring the
effective development and deployment of
specific projects and programmes of work,
utilising various engagement
methodologies, with the overarching aim of
embedding robust stakeholder
involvement, stakeholder management,
and person centred practices across all
areas of work.
Skills
You will have excellent written and verbal communication skills to support your
engagement work with members of the public, community groups, Health and Social Care
providers, third sector organisations and others. You should:
Be proficient in the use a range of engagement methodologies
Have excellent facilitation skills to support our stakeholders to feed in to our work
Be able to build and maintain excellent relationships with NHS 24 staff and
stakeholders
Be able to prioritise your workload whilst potentially dealing with conflicting
priorities
Have project management experience
Qualifications
Being educated to a degree level is desirable but not essential. Candidates who are able
to evidence experience that demonstrates that they are suited to the role will be also be
considered.
Working patterns
37.5 hours, Monday to Friday covering 9:00am to 5.00pm. The role may require some
out of hours or weekend working, though this will always be discussed and agreed
whenever the need arises.
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ResponsibilityThis Opportunity
Job Reference: 053129
Position Title: Engagement Officer
Hours: 37.5 hours per week
Location: Lightyear Building Glasgow Airport Business Park or Lumina
Centre
Band: Band 5
Job type: Temporary / Secondment for 12 months
Salary: £25,351 - £31,966 per annum (pro rata) and enrolment into
SPPA pension scheme. Placement on salary scale is
dependent on confirmation of previous relevant NHS service.
WHO ARE YOU
An enthusiastic, positive and reliable person who is passionate about supporting people
to get involved in the design, development and improvement of NHS 24’s services.
You should be able to fully demonstrate that you are suited to this role by providing
specific examples of how you meet the essential criteria highlighted within the job advert.
You will also be able to demonstrate that you are committed to learning and developing
your knowledge with regards to NHS 24, engagement approaches and tackling
inequalities.
OUR CENTRES & AVAILABLE HOURS
Successful applicants will be based at our Lightyear Office, though this is subject to
change as you may be asked to relocate to another nearby office. The location and
address of the Lightyear office is included within this pack.
37.5 hours, Monday to Friday covering 9:00am to 5.00pm.
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NHS 24 offers a complete benefits package, with a temporary contract on Band 5
£25,351 - £31,966 per annum (pro rata). Placement on salary scale is dependent on
confirmation of previous relevant NHS service.
We also offer you many supportive policies to enhance your employee journey and have
a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme,
bursary scheme and a range of learning and development. As an NHS Scotland
employee you will be entitled to:
35 days annual leave (rising to 41) pro-rata
development opportunities including study bursaries, e-learning and classroom
based courses
enhanced pay for working public holidays
enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
NHS discounts on goods and services
HELP, employee support and assistance
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ResponsibilityJob Description
1. JOB IDENTIFICATION
Job Title: Engagement Officer
Responsible to: Stakeholder Engagement Coordinator
Department(s)/Location: Service Development Directorate. Lightyear
Travel to all Contact Centres on a regular basis
2. JOB PURPOSE
The principal role of the Engagement Officer is to support senior Stakeholder
Engagement and Equalities & Participation post holders, in the planning and delivery
of strategies, policies and systems for internal as well as external stakeholder
engagement, relationship management supporting service development and
promotion of NHS 24’s range of multi-channel health and care services.
The postholder will be responsible for ensuring the effective development and
deployment of specific projects and programmes of work, utilising various
engagement methodologies, with the overarching aim of embedding robust
stakeholder involvement, stakeholder management and person centred practices
across all areas of work.
Stakeholder engagement is pivotal in ensuring insights are looped back into service
development therefore the post holder will have responsibility, working alongside
colleagues across the wider Service Development Directorate, in enabling NHS 24 to
develop and deliver services and products that meet both user and business need.
3. ORGANISATIONAL POSITION
Director 0f
Service
Development
Head of
Engagement &
Insights
Stakeholder Participation &
User Research
Engagement Equalities
Manager
Manager Manager
Engagement Engagement Engagement Engagement
Senior User Coordinator Coordinator Coordinator Officer
Researcher
(Temp) (Temp)
Junior User Engagement Engagement P&E Officer
Researchers Officers Officer (Temp)
Support Officer
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Responsibility4. SCOPE AND RANGE
NHS 24 is the national provider of digital and telephone based health and care
services for Scotland; providing access to information, care and advice through
multiple channels including telephone, web and online.
We work in collaboration with partners, the public and our people to co-design
services using technology and a digital first approach to sustainable service
development and delivery.
NHS 24's Strategy 2017-22 'Helping to deliver a healthier Scotland by connecting
people to health and care advice, information and support 24/7' sets 3 main strategic
objectives over the next five year period:
1. Supporting people to live longer healthier lives
2. Alignment with National Healthcare Strategies
3. Building a stronger organisation
The Service Development Directorate is a new directorate within NHS 24. The
remit of the Directorate includes responsibility for the Digital Roadmap, and
associated pipeline activity, including the lead on the Public-Facing National Digital
Collaboration. It will be responsible for the introduction of new services into NHS 24,
as part of the delivery of its Strategy 2017-22, including Service Transformation
Programmes. The Directorate will also hold responsibility to support the
transformation of its existing services and support functions through the provision of
expertise across the three main functions of the directorate including; Stakeholder
Engagement and Insights Function, Digital Function and Service Development
Function.
5. MAIN DUTIES/RESPONSIBILITIES
The Engagement Officer will work in conjunction with fellow Engagement, Equalities
and Participation and User Research colleagues as well as be embedded in a
broader multi-disciplinary team across digital and service development functions, to
carry out all aspects of stakeholder engagement activity.
Identify how best to plan, develop and implement programmes of work
applying effective engagement methodologies in order that key service as well
as specific partnership and engagement objectives are met.
Develop an in depth knowledge of relevant policy environments and their
impact on health, care and digital services.
Develop and sustain positive links and effective communication with relevant
individuals and organisations
Foster relationships and identify opportunities to work in partnership with
stakeholders and/or partner organisations/professional groups with the aim of
embedding services/practices locally.
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Responsibility The post holder will actively engage with different organisations and groups
though meetings, events and delivery of presentations.
Have a key role in supporting a programme of insights including responsibility
for the recruitment and engagement activity of user/focus groups across a
range of topics and issues as the service develops and ensuring feedback is
linked back into the service.
Have a specific role to plan and coordinate communication, engagement and
networking activity within a Participation and Equality Framework, linking
closely with internal as well as external Patient focus public Involvement
activity.
Play a key role in facilitating the development of the service through
stakeholder involvement and participation.
Work collaboratively across the Service Development Directorate and more
broadly via matrix working to deliver programmes of work.
Act as a point of contact and provide support and advice on all aspects of
Service Development activity across the NHS, voluntary sector, social care
sector, commercial sector and public forums.
Draft briefs, proposals and reports on programmes of work.
The post holder will actively engage with different organisations and groups
though meetings, events and delivery of presentations.
The post holder will seek and identify new and creative opportunities for
raising awareness, promotion and use of all services and channels of delivery
internally as well as externally across other organisations
The post holder is responsible for all aspects of event management and
facilitation.
Actively deploy programme management methodology to ensure that key
areas of work are appropriately managed and governed.
Assist in report collation and the reporting of work plan progress as required
to internal steering and governance groups as well as external stakeholders
where appropriate.
Minute taking for meetings across the broad range of meetings.
Arrange and Chair meetings as required – collating, preparing and distributing
agenda and papers as necessary and engaging forum members as
appropriate i.e. NHS 24 Public Partnership Forum
The post holder manages no staff, but may be asked to task-manage
temporary staff, for example at events and take a lead coordinating role on
specific projects.
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Responsibility6. COMMUNICATIONS AND RELATIONSHIPS
The post holder will be required to communicate with and develop good working
relationships across all levels of the organisation internally and externally. The post
holder will therefore require excellent communication and presentation skills.
A high quality of verbal and written communication skills is expected with all
stakeholders including the ability to communicate organisational objectives and
messages clearly and effectively across a range of communication channels
including social media.
Ability to work closely with colleagues as part of a team and as part of the
wider directorate and organisation
Joins up with other roles across the broader team and beyond and helps
others understand the value of person centred, collaborative approaches
Able to take responsibility for the creation and delivery of Public Relations and
communication activities where appropriate.
Maintain a positive and collaborative working relationships with colleagues
within NHS 24's Communications Team.
Act as an ambassador for NHS 24 with professionals at all levels across all
sectors i.e. Scottish Government, Health, Local Authorities and Voluntary Sector.
Interact with the general public and service users across a range of groups
including hard to reach groups
Support and maintain effective 2 way channels of communication with all
stakeholders
Is open to suggestions. Offers advice to others, builds and maintains open and
honest relationships
Tailors messages appropriately depending upon the audience
May be required to represent NHS 24 at internal/external meetings/forums or
deputise for senior level post-holders as appropriate
7. SYSTEMS AND EQUIPMENT
Microsoft Word – for the provision of records, reports, communication.
Microsoft Excel – for the storage and production of data to enable the generation
of reports including financial reporting and processing of expense claim forms,
annual leave and sickness records.
Customer Relationship Management tools/software -
Microsoft PowerPoint – for the design and production of presentations.
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Responsibility Microsoft Outlook – for effective and efficient communication and diary
management.
Microsoft Publisher –To create, personalise, and share a range of professional-
quality publications and marketing materials.
Microsoft Project – for effective and efficient management of Health Information
Services projects.
General Equipment – use of PC, laptop, printer, telephone, fax, photocopier,
scanner, audio visual equipment, video and teleconferencing units, laminator,
binder, shredder. Use of a mobile phone with prolonged conversations on a very
frequent basis. Use of telephones for call conferencing on a very frequent basis.
Internet Explorer – for guidance, research, management of social media
channels
Intranet – for access to organisational policies, procedures and updates.
NHS 24 Systems
Mobile telephone with prolonged conversations on a frequent basis
Multi-media equipment – for presentation purposes
8. DECISIONS AND JUDGEMENTS
The post holder will be responsible for programmes of work in relation to stakeholder
engagement and management as outlined in the job purpose section. The post
holder is expected to:
Exercise their own initiative, judgement and discretion in how the key objectives
of the post are achieved, e.g. in the delivery of programmes of work.
Make recommendations on the best and most cost effective methods of
engaging with different audiences and stakeholders.
Analyse and interpret information and assess the impact of any wider NHS 24
and national developments and advise senior post holders regarding the
direction of work.
Make judgements and decisions to set priorities and work flexibly in order to
gain support with both stakeholders and commissioners.
Make decisions which result in effective and efficient working practices
Prioritise and manage own workload with minimal supervision
Ability to recognise when issues should be escalated to the senior colleagues.
9. PHYSICAL DEMANDS OF THE JOB
Physical Effort & Working Conditions:
Regular requirement for desk work with concentrated periods using a computer.
Requirement most days to attend and sometimes facilitate/chair organisation
and external meetings with prolonged periods of sitting (1-3 hours).
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Responsibility Required to undertake frequent travel, up to 3-4 times per week, between NHS
24 sites and across Scotland, regularly involving physical lifting/carrying of
laptop, quantities of working papers and other documents and luggage, up to 15
kilos. Also involves periods of driving / rail travel with long periods of sitting in
restricted space.
Lifting and moving of equipment including laptops, LCD projectors, and flip
charts etc.
Mental Effort:
Daily requirement for discussion and negotiation with external partners and
internal organisation with high level of concentration.
Requirement for written documents, reports and other organisational documents
to be produced with frequent interruptions.
Requirement to participate in telephone / video-conferencing
Mobile phone / email communication with frequent expectation of interruption to
daily tasks
Multi-tasking and effective time management.
Emotional Effort:
Demands of prioritising challenging workload and meeting challenging service
delivery timescales.
Some expectation of overnight stay and periods away from home and family.
The ability to manage pressure in a demanding and dynamic working
environment.
Dealing with situations of a sensitive or challenging nature (e.g. NHS Boards,
Local Authorities) i.e. where there may be competing priorities and challenges to
policy
Frequent engagement with the public and professional stakeholders from different
backgrounds, culture and with competing priorities, therefore a requirement to be
sensitive to the needs of others.
10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Stakeholder focus: Developing and maintaining positive and effective
relationships/partnerships with a diverse range of organisations and people
across different sectors
Matrix working across the directorate and the broader organisation in the
pursuit of collaborative working practices in delivering effective stakeholder
engagement.
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Responsibility Working at a distance: The post holder may often be working away from their
central base. They will therefore need to be self-directed, resourceful, and able
to work on their own.
Supporting national programmes of work with implications for local partners and
communities across Scotland
The ability to meet tight timescales whilst potentially dealing with conflicting
priorities.
11. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
Educated to degree level or equivalent experience in applying a range of
effective stakeholder engagement methodologies.
A knowledge of communications/PR methodologies
Possess an awareness of relevant national and local policy in relation to
consumer health and care information and digital delivery
Excellent written and communication skills
Knowledge of a range of engagement methodologies acquired through
relevant experience.
Knowledge of public involvement and participation techniques
Proficient in writing reports
Proficient in the delivery of presentations and facilitation skills
Evidence of successful engagement activity, establishing partnerships and
collaborative working
Excellent organisational skills and managing challenging and competing
priorities
Experience of project management principles and their application.
High level interpersonal skills with the ability to communicate at all levels.
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ResponsibilityRecruitment Process
The NHS Scotland Everyone Matters 20:20 Workforce Vision outlines the commitment
the Scottish Government has in putting people at the centre of everything the NHS in
Scotland does. Working to a common set of values will guide the work staff do, the
decisions that we take and the way we treat each other. Using a Values Based Approach
to recruitment will ensure that NHS 24 staff members not only have the competencies
required for the role, but they will live and breathe the values needed, to ensure that
patients receive the best possible care, and that all staff are valued and treated well.
We will use a Values Based Approach in our selection process, which will consist of the
following assessments:
Application Short listing – applications forms received are reviewed and those
meeting the role requirements will be invited to a competency based interview.
Interview / Assessment – these competency based interviews have a focus on NHS
24 Values and the candidate's technical expertise. The interview may also include a
role specific test or a presentation topic.
QUERIES:
For any queries in relation to this vacancy, Gail Lumsden, Engagement Co-ordinator via
email Gail.Lumsden@nhs24.scot.nhs.uk. Gail will also be happy to discuss any
reasonable adjustment requests.
GENERAL:
Equality & Diversity:
As an employer committed to advancing equality and promoting diversity, we encourage
applications from anyone who believes they are suitable for the role. We particularly
encourage interest from minority ethnic people, as they are currently an
underrepresented group within our workforce.
Please note that appointments will be made on merit, and we will always recruit the most
suitable candidate for the role.
NHS 24 is committed to equality & diversity:
http://www.nhs24.scot/about-nhs-24/policies/equality-and-diversity/
Working Time Directive:
Where you choose to combine working with NHS 24 and another employer, please note
that NHS 24 complies with the Working Time Directive regulations of staff working no
more than 48 hours per week on average across all employments with appropriate rest
breaks between shifts.
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ResponsibilityAPPLICATION DETAILS
If you think this is the career for you, then please submit an online application no later
than midnight on Tuesday 8th June 2021.
The Candidate Application Guide included with this vacancy provides information on how
to make the most of your application.
*Candidates submitted via Recruitment Agencies will not be considered for this post.
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