Head Of Family & Patient Support Services

Job summary Job Title:Head of Family and Patient Support ServicesDepartment:Family & Patient Support ServicesReports to:Chief ExecutiveLocation:KEMP Hospice, 41 Mason Road, Kidderminster, DY11 6AGContract Type:PermanentDirect Reports:Counselling Team Leader; Finance & Welfare officer; Befriending Volunteer Coordinator; Family & Patient Support Service Administrator.Working Hours:Full time | hours per week | 5 days per week | 09:00-17:00 or 08:30 16:30 | Hospice-based with the option of some homeworkingSalary:£45,000 per annumClosing Date:08/12/2024 Main duties of the job Purpose of the RoleThe Head of Family & Patient Support Services will provide strategic leadership and operational management of KEMP Hospices Family & Patient Support Services.
This includes family support and bereavement counselling, pastoral and spiritual care, social work, financial and welfare advice, and befriending services.
The role will oversee the development and delivery of high-quality, holistic care to patients and clients, ensuring that services meet regulatory standards and align with the overall hospice strategy.
About us Why KEMP?Based in the heart of the Wyre Forest, KEMP Hospice is made up of a dedicated team committed to making a difference to the lives of those living with a life-limiting illness and bereavement.As the Head of Family & Patient Support Services you will provide strategic leadership and operational management of KEMP Hospices Family & Patient Support Services.
This includes family support and bereavement counselling, pastoral and spiritual care, social work, financial and welfare advice, and befriending services.
The role will oversee the development and delivery of high-quality, holistic care to patients and clients, ensuring that services meet regulatory standards and align with the overall hospice strategy.What We Offer:Fantastic team where everyone is welcomed and empowered to give their best Supportive management keen to develop you 30 days annual leave + bank holidays, increasing with long service Discount schemes including Blue Light Card Increased employer pension contribution Discount in retail shops Company sick pay Bereavement leave Enhanced maternity leave Enhanced paternity leave EAP: confidential financial, legal, wellbeing & mental health support Free eye tests Death in service benefit Opportunities for flexible working from day one Family friendly policies Free Will writing service.
Staff events Job description Job responsibilities Key responsibilitiesStrategic Leadership & Service Development: Lead and strategically develop Family & Patient Support Services, aligning them with the hospices goals and broader palliative care and bereavement support trends.
Collaborate with the Senior Leadership Team to set and deliver objectives that meet the hospices overall strategy.
Ensure services are patient-centred, safe, and responsive, meeting the needs of patients, clients, carers, and families.
Act as a member of the leadership team, contributing to cross-organisational planning, policy development, and decision-making.
Promote integrated working with clinical and other hospice services, including Day Hospice and Hospice at Home.Operational Management: Ensure efficient day-to-day management of Family & Patient Support Services, including adherence to regulatory and safety standards (, BACP, CQC).
Lead on service audits to ensure compliance with quality and safety standards.
Monitor performance through KPIs and regular service reviews to assess outcomes and service effectiveness.
Collaborate with the Hospice Services Committee, Quality & Safety Sub-Committee, and the Safeguarding Sub-Committee, providing reports and ensuring action plans are implemented to drive continuous improvement.
Develop, implement, and monitor robust referral systems, policies, and procedures, ensuring that services are delivered to a high standard and data is accurately recorded.
Work closely with the Head of Clinical Services & Quality on statutory reporting to the Integrated Care Board (ICB) and NHS Quality Account.
Oversee the bereavement service allocation process, ensuring appropriate case management and staff support.
Manage budgets effectively, ensuring services operate within financial constraints and resources are used efficiently.Staff & Volunteer Leadership: Provide leadership, line management including people management processes, and professional support to a multidisciplinary team, including social workers, counsellors, pastoral volunteers, financial and welfare adviser, and befriending coordinator.
Oversee staff and volunteer development, ensuring regular training, clinical supervision, and compliance with CPD and mandatory training.
Ensure all members of the team maintain professional standards and are role models for excellent care.
Lead on recruitment, development, and retention of staff and volunteers within the Family & Patient Support Services team.Clinical Governance & Safeguarding: Ensure all services comply with regulatory requirements and national guidelines, including those set by the Care Quality Commission (CQC) and the British Association for Counselling and Psychotherapy (BACP).
Serve as the Safeguarding Lead alongside the Head of Clinical Services and Quality, ensuring effective safeguarding policies are in place and followed.
Ensure robust clinical supervision is provided for the counselling team and that safeguarding procedures are adhered to across all services.
Conduct regular data accuracy checks, ensuring reporting is precise and supports performance monitoring and quality assurance.
Maintain responsibility for service user feedback, using it to inform service improvements.
Report risks, issues and incidents promptly, ensuring mitigation plans are developed and implemented in line with hospice procedures and governance standards.Collaboration & Partnership: Build and maintain strong relationships with external agencies, including schools, social services, health professionals, and other charities.
Represent the hospice and promote its services at local and national levels, ensuring effective collaboration with partners.
Act as a subject matter expert in palliative care and bereavement support, advising and supporting colleagues in the multidisciplinary team (MDT).Data & Quality Management: Ensure accurate data collection, reporting, and evaluation for all Family & Patient Support Services, in line with internal and external requirements.
Maintain and update service policies and procedures regularly, ensuring alignment with best practices and regulatory standards.
Report risks, issues, and incidents promptly, ensuring mitigation plans are developed and implemented.General: Champion the vision, mission and values of KEMP Hospice internally and externally.
Comply with all relevant charity and other legislation.
Uphold KEMPs policies.
Undertake other reasonable duties requested by the CEO.
Person Specification Personal Qualities Essential Excellent communication skills.
Compassionate, empathetic, and patient/client centred.
Resilient and able to handle sensitive and complex issues.
Strong leadership and team-building skills.
Strategic thinker with an ability to implement and manage change.
Ability to work collaboratively and build relationships both internally and externally.
Desirable Understanding of loss and grief and the impact on individuals and families, and the ability to manage the emotional impact of working with the bereaved.
Experience Essential Significant experience working with individuals and families in a multidisciplinary and/or health care setting.
Proven experience in managing or leading a supportive care, or similar, service.
Strong understanding of safeguarding, BACP and CQC regulations, and governance in healthcare.
Experience in managing multidisciplinary teams and volunteers.
Budget management experience Demonstrable and hands on experience of people management processes disciplinary, long-term absence, grievance and performance.
Desirable Experience of using EMIS or a similar electronic management system.
Experience in hospice or charity sector Knowledge of the Worcestershire area and local healthcare networks.
Qualifications Essential Professional qualification in social work, counselling, or a related field.
( Degree or Diploma approved by the Social Work England register or Minimum Level 4 Diploma (or equivalent) in Counselling).
Current Social Work England registration or registered member of the BACP or similar recognised body Desirable Accredited member of the BACP or similar recognised body.
Postgraduate qualification in leadership