Communications and Engagement Officer Contact First

Job Description

THIS POST IS FIXED TERM/SECONDMENT FOR 12 MONTHS DUE TO MEET THE NEEDS OF THE SERVICE The emergency response to COVID-19 has resulted in healthcare professionals setting up access and systems to manage people’s health in a different way. The early indicators of the new approach is that people are accessing healthcare in a far more efficient and timely way, resulting in a better patient experience for them but more importantly they are getting to the right place for treatment first time.The current prevalence of COVID-19 in our communities means us all changing our behaviours and our environments to allow for physical distancing. The UHB and all of its healthcare settings are limited to numbers of patients and staff, ensuring the safety of patients, staff and restricting the opportunity to spread the virus.Cwm Taf Morgannwg UHB also believes that due to the current mood of the public and willingness to engage in digital platforms and online services, now is the right time to embed a Contact First approach for urgent care within our current access to healthcare.Through detailed analysis and consideration of the current patient take-up rate amongst those using telephone or online video consultations, we believe a consistent approach to urgent care will speed up the process for many, by directing to the right place first time; offering a far better patient experience and is safe.The implementation of a programme called Contact First, aimed at changing how communities access urgent care, is being planned for early 2021. This will follow the UHB roll out of 111 in late 2020 whereby NHS Direct Wales and GP Out-of-Hours service will come under one easy number - 111, for Cwm Taf Morgannwg University Health Board in Merthyr Tydfil, Rhondda, Taff Ely and Cynon Valley areas (launched in Bridgend in 2016).This post is a pivotal role to communicate and engage with our communities about the Contact First programme, offering a consistent approach to urgent care 24/7 across the communities of Cwm Taf Morgannwg.The post-holder will play a critical role in communicating and engaging with communities, UHB staff, and stakeholders to ensure they are:• aware of the individual actions which need to be taken to inform key audiences of the changes;• to educate them of the need to make the changes and the benefits to patients and their families by using the new Contact First approach; • to Invoke behaviour change from the public to adopt a new Contact First approach; • to promote the benefits of the new Contact First approach for accessing urgent care; and• to build and retain public trust and confidence in a new urgent healthcare process, particularly when feeling ill/vulnerable and to not just turn up at an Emergency Department.The post-holder will be a key member of the Contact First Communications and Engagement work stream. The post-holder will develop a campaign that utilises a range of mediums across multi-media platforms to address diverse audiences. Advice will be sought on ways to reach and engage with areas of deprivation and target audiences that have less equal access to health and healthcare services.The post-holder will work very closely with the Health Board’s Interim Assistant Head of Communications who will report communication updates to the Contact First Project Board on the implementation of the Contact First campaign and measurement of impact at key phases of the campaign.This post will involve working in close collaboration with the Health Board’s work streams for Contact First and wider stakeholders to lead in the development, implementation and evaluation of a segmented communications and engagement plan for Contact First that is underpinned by behaviour change at a community level.They will support engagement with patients, the public and stakeholders, supporting the Health Board to tailor future engagement approaches.The post-holder will be required to deliver the Contact First campaign work and promote the key objectives of the programme, with advice on how to reach a range of groups across our communities, including hard to reach groups.The post-holder will be responsible for producing content for multi purposes and platforms (including digital), proofing, editing and co-ordinating material including leaflets, briefings, social media posts, evaluation reports and media releases for a range of stakeholders, including staff, partners, communities, political stakeholders and the media.They will respond to media enquiries and prepare and write press releases and responses if required. They will be confident in briefing journalists and in organising media interviews. They will be comfortable briefing staff and supporting them with media interviews and will be on hand to provide communications and media advice to staff at all levels, as and when required.An awareness of various behavioural change approaches / social- based marketing and experience of targeted communications using audience insights, confident media management, political awareness and stakeholder relationship building and management will be vital.The post-holder will need to be media aware by reading the regional and national press on a regular basis, being aware of upcoming stories and issues, monitoring the internet for breaking news and issues about the Health Board or the Contact First programme in general.Due to the nature of the work, some flexibility on working hours will be required.The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.Closing date: 4th February 2021.For further details / informal visits contact:Name: Natasha WeeksJob title: Interim Assistant Head of CommunicationsEmail address: natasha.weeks2@wales.nhs.uk