PASS Adviser (part time, fixed term) - Clydesdale Citizens Advice Bureau

An exciting opportunity has arisen to join our team of paid staff and volunteer staff to continue our services across the Clydesdale areas of South Lanarkshire, based at Clydesdale Citizens Advice Bureau*. We are seeking an additional member of staff to join our team.  We have been delivering a valuable service to the community of Clydesdale for 30 years. We have accreditation to deliver Type II advice by Scottish National Standards for advice providers (SNSIAP) in the areas of Housing, Debt and Benefits.

We are looking for a self-starting motivated individual to provide advice, assistance and representation for clients with concerns and complaints about NHS Lanarkshire. The Patient Adviser will also contribute to services provided throughout Scotland via a national PASS telephone advice line and by email and webchat via the national PASS website.

The Patient Rights (Scotland) Act was passed in February 2011.  The Act created the Patient Advice and Support Service (PASS) to promote awareness of patient rights and responsibilities.

The Patient Adviser will work with the Citizens Advice Bureaux in the local health board area.  The Patient Adviser will provide advice and information to clients who wish to give feedback or comments, or raise concerns or complaints. The Patient Adviser will support bureaux volunteers and liaise with external organisations, produce performance and monitoring reports; assist with the marketing and promotion of the service; and liaise with external organisations in order to maximise the efficiency and effectiveness of PASS.

The successful candidate will have the ability to:

•Promote and develop services

•Work with paid staff and volunteers within 4 CABs across NHS Lanarkshire

•Work as Part of a team

•Build good working relationships with NHS staff, GP Surgery and associated partners

•Liaise with clients and manage their expectations

•Manage staff responsible for the project administration

•Advise, assist and represent clients in relevant areas of advice

•The ability to work with a wide range of partners and manage relationships in a non-confrontational manner is essential

•Ability to manage a caseload effectively

*This role is normally based in our Lanark office. As a result of the COVID-19 crisis, a number of Clydesdale Citizen Advice Bureau staff are currently working from home and we would therefore expect the successful candidate would be required to work from home initially.  Re-opening our office has been carefully planned and managed in accordance with the latest Scottish Government guidance and public health advice. Candidates should be prepared to work from home initially, but be aware that attendance at the normal office base will be required in future. We are currently reviewing our home working policy in response to the COVID-19 crisis and ongoing opportunities to work from home can be discussed with the successful candidate at offer stage.