Family Liaison Lead

South West London and St. George's Mental Health NHS Trust; England; On-site; GBP 30,000 - 42,000; Part time

Benefits offered by this job

Disability Committed Employer

Stonewall Diversity Champions

Armed Forces Covenant

Job summary

South West London and St George's Mental Health NHS Trust is seeking an experienced Family Liaison & Governance Officer to join the Quality Governance Team on a part-time basis. This influential role combines patient safety governance, family-centred support and leadership in investigations into serious incidents and unexpected deaths.

You will lead the local delivery of PSIRF and related frameworks, coordinate with investigators, Coroners and external partners, and embed learning into

Qualifications

• Substantial senior-level experience in patient safety, governance, risk management or complex case management.
• Experience leading organisation-wide initiatives or service development.
• Experience managing highly complex, sensitive and emotionally charged situations, including bereavement or harm.
• Experience influencing senior stakeholders across organisational boundaries.
• Significant knowledge of mental health or community health services.

Responsibilities

• Lead delivery of the Patient Safety Incident Response Framework and Learning from Patient Safety Events.
• Coordinate engagement with families, investigators, coroners and external agencies.
• Embed learning from family experiences into governance, patient safety and quality improvement activities.
• Design and deliver training to improve communication and engagement with families after harm events.

Skills

Patient safety governance

Risk management

Complex case management

Senior stakeholder engagement

Mental health knowledge

Education

Master's degree or equivalent

Senior leadership development

Job description

Our Values

We take pride in providing specialist care to our service users where our Trust values; being consistent, compassionate, collaborative, respectful and open is at the heart of everything we do. Our mission is "making life better together".

When you join us, you'll be part of something special - an innovative and rapidly growing organisation that is helping to redefine the Mental Health, education and social care landscape in the UK.

As a Trust, we are happy to talk flexible working.

Job overview

We are seeking an experienced and compassionate Family Liaison & Governance Officer to join the Trust on a part time basis, in a trust wide position sitting within the Nursing and Quality Directorate. This is a unique and influential role that combines patient safety, governance expertise, and family-centred support following serious patient safety incidents and unexpected deaths.

The Family Liaison & Governance Officer will work as part of the Quality Governance Team, and will function as the Trust's lead specialist in family liaison and relational patient safety practice, providing expert advice and support to support families, friends and carers through the difficult process of an investigation into an unexpected death or significant patient safety incident which has occurred within a service provided by the Trust, promoting equality, diversity, and inclusion in all aspects of service delivery.

The postholder will support the Associate Director of Quality Governance & Risk, Head of Quality Governance, patient safety colleagues, and service lines, with the overview and co‑ordinating function for leading and developing the Trust approach to supporting families, friends and carers post a patient safety incident.

Main duties of the job

The postholder will lead and contribute to the local delivery of the Patient Safety Incident Response Framework and Learning from Patient Safety Events, ensuring we meet system-wide and national requirements and expectations particularly around the engagement of those affected following a significant incident.

Working across the Trust and with external partners, including Coroners, legal representatives and healthcare providers, you will help shape and embed a culture of learning, transparency and continuous improvement in line with the Patient Safety Incident Response Framework (PSIRF) and Duty of Candour requirements.

We are looking for an individual with skills and significant expertise and experience in patient safety, governance, risk management or complex case management. You will possess exceptional communication skills and the emotional intelligence required to support people through distressing and sensitive situations.

Working for our organisation

Unless expressly stated in the job advert this role is not subject to sponsorship, please be advised that all offers of employment are subject to evidence of right to work in the UK.

We are Proud to Belong at South West London and St George's Mental Health NHS Trust.

We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.

This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services as we invest a further £120m to upgrade and modernise our estate by 2027.

We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co‑produce and involve our local communities in all that we do.

We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.

Come and join our inclusive teams and help our patients on their recovery journey.

Detailed job description and main responsibilities

This is an interesting, varied and high‑profile post working across the whole organisation. You will be working with a committed team of individuals to help shape future ways of working which will help our Trust to become an outstanding organisation for our patients and staff. You will provide expert support and guidance to bereaved families, carers and friends throughout investigation and inquest processes. Lead sensitive discussions with families, ensuring their voices are heard and their questions inform investigations. Work closely with investigators, patient safety teams, service lines, Coroners and external agencies to coordinate effective engagement and support. Embed learning from family experiences into organisational governance, patient safety and quality improvement activities. Design and deliver training to improve communication and engagement with families following harm events and deaths.

Use of Artificial Intelligence (AI) in job applications

If you have used AI to support the preparation of your application, please briefly indicate how it was used within your supporting statement or application form.

Please remember, your application is your opportunity to tell us about your skills, experience and motivation for the role. We encourage applicants to complete their application and supporting statement in their own words wherever possible. We recognise that AI tools can be helpful in supporting accessibility, and for improving spelling, grammar and structure.

Applications that rely heavily on AI‑generated content can become generic and fail to accurately reflect an applicant's individual experience. Applications that clearly demonstrate your own voice, reflections and experiences are often the most effective and help us better understand your suitability for the role.

Please be aware that information provided in your application and supporting statement may be explored further during the selection process. It is important that all applications accurately represent your own knowledge, skills and experience.

Person specification

Experience

Essential criteria

• Substantial senior-level experience in patient safety, governance, risk management or complex case management
• Demonstrable experience of leading organisation‑wide initiatives or service development
• Experience of managing highly complex, sensitive and emotionally charged situations, including bereavement or harm
• Experience of influencing and working effectively with senior stakeholders across organisational boundaries
• Significant knowledge of mental health or community health services

Desirable criteria

• Experience undertaking Patient Safety Incident Investigations (PSII)
• Experience of education, training or practice development
• Experience of Managing Budget

Training & Qualifications

Essential criteria

• Master's degree or equivalent level of experience
• Evidence of ongoing professional development and senior leadership development

Desirable criteria

• Registered healthcare professional or equivalent senior professional background
• Specialist training in patient safety / human factors / investigation methodology

At South West London St Georges Mental Health Trust we are committed to providing services which embrace diversity and that promote equality of opportunity. We are a Disability Committed Employer, and welcome applications from all sections of the community and people of all protected characteristics. We are Members of Stonewall Diversity Champions and Employers Network for Equality and Inclusion.

As part of the Trust's commitment to Equalities and Diversity, the Trust supports the establishment of Staff Networks groups to promote diversity in the workplace:

• BME (Evolve) Staff Network
• Christian Staff Network
• DiverseAbility
• Deaf Staff Network
• Mental Health Staff Forum
• Women's Staff Network
• LGBTQIA+

We are committed to supporting the Armed Forces Community and has signed the Armed Forces Covenant.

We provide reasonable adjustments to the interview process for any candidates with a disability.

Please note:

• That the closing date listed is a guide only and that the vacancy may close earlier should sufficient number of applicants have been received
• That once you have submitted your application you agree to your application being transferred to a 3rd party e‑recruitment system
• That should you not have heard from us within three weeks from the closing date your application has not successful
• That priority consideration for applications may be given to at‑risk NHS employees
• That should you be successful and appointed, you authorise South West London and St George's Mental Health NHS Trust to confirm your previous NHS service via an Inter Authority Transfer (IAT) process
• That your employment is offered subject to successful completion of a Probationary Period depending on your Band (except medical roles)
• That we are a smoke‑free Trust
• South West London and St George's Mental Health NHS Trust does not charge any fees at any stage of the recruitment process, including job applications, sponsorship arrangements, or employment offers. The contact details published on our official website are the Trust's authorised contact channels and should be used for all recruitment communications, job applications, and verification of employment offers.