This job has expired

High Intensity Service User Practitioner

West Midlands Ambulance Service University NHS Foundation Trust
Brierley Hill
£35,392 to £42,618 a year
Closing date
23 Sep 2023

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Other Health Profession
Band 6
Contract Type
Full Time
An opportunity has arisen as part of an exciting new initiative delivered by West Midlands Ambulance Service UNHSFT, in partnership with West Midlands Integrated Care Boards. This role represents a unique opportunity to be part of an exciting new service delivery and quality improvement project within West Midlands Ambulance Service.

Applications for full and part time working will be accepted. This post is available as a secondment, fixed term (until 31/03/2024) or substantive opportunity. (Please ensure you have your line manager support if apply for a secondment)

High Intensity Service Users are most typically individuals who present frequently to the ambulance service where they have unidentified needs or where there needs are not being met by wider health and social care systems. This role represents a significant opportunity to impact upon patient care for a large cohort of patients presenting to the ambulance service and ensure that high quality patient care is delivered in the right place at the right time by the right person.

High Intensity Service Use within the ambulance service can have a significant impact on the ability of the ambulance service to deliver care to its most acute patients, meaning that alongside the direct impact that this role will have on those with complex needs, this role is critical in ensuring that ambulance resources are used effectively to meet population health needs and that everyone can access emergency care when they most need it.

Main duties of the job

Working closely with colleagues from across the organisation, including operational managers, clinicians within the emergency operations centre, the safeguarding team and senior clinical leads, the High Intensity Service User Manager will be responsible for the management of patients with complex needs who present frequently to the ambulance service.

Where unidentified or unmet needs are identified, the HISU manager, through leading a team of HISU practitioners, will work with partners across health and social care to undertake a multidisciplinary team approach to identifying appropriate supportive interventions with the aim of reducing the requirement for frequent presentations to the ambulance service.

**Please note the hours for this post are predominantly 0800 - 1600 hours with a small chance of unsocial hours**

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of �42.50 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

About us

West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.

The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team

The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.

Job description

Job responsibilities

Work sensitively with compassion and empathy when engaging with patients to support effective communication which facilitates a therapeutic approach to the assessment and management of need, whilst challenging established patterns of accessing healthcare services.

Negotiate with and persuade reluctant patients with a defined clinical need to consent to treatment.

The post holder will have robust and active links with Operational and EOC colleagues across West Midlands Ambulance Service to support the development of an understanding relating to patient needs.

To work closely with Social Care, GPs and other key health professionals to facilitate optimal joint working on safe and effective care for HISU individuals with complex needs.

Nurture key relationships and maintain networks internally and externally, including national networks. This includes building relationships with wide range of supporting organisations, third sector groups that may provide services of benefit to the HISU cohort.

Actively participate in internal and external multi-disciplinary team / professionals meetings.

Act as a role model in communicating and advocating for the complex needs of patients presenting frequently to the service.

Support and encourage staff to recognise and understand the needs of HISU patients, provide compassionate, empathetic and patient centered care, and work to.

The post holder will be required to communicate and provide complex information to a wide range of internal and external stakeholders.

Collate, synthesise, analyse and interpret service wide and patient level information from internal and external sources to support the identification and prioritisation of a case-load, develop interventions/care plans and work with partners to ensure patients needs are met in the right place, by the right people.

Use HISU systems and databases to record accurate documentation of HISU activities to maintain high quality contemporaneous documentation.

Accurately and factually complete all WMAS documentation including confidential details as required by the service. On occasions individuals may be expected to give evidence to Her Majestys Coroner or Crown Court.

Work within legal, professional and ethical frameworks to advocate for the need of patients in order to deliver optimal outcomes for patients, staff and WMAS.

Present information to internal and external stakeholders to highlight issues, risks and support decision making in relation to the management of high intensity service users, both individually and as a cohort.

Work closely with the safeguarding department to ensure that individuals presenting with complex care needs requiring intervention and support under the Care Act 2014 are referred appropriately in accordance with Trust Policy.

To support Safeguarding Adults Reviews, Serious Incident Reviews, Domestic Homicide Reviews and Section 42 Care Act 2014 enquiries in relation to HISU patients as required, in collaboration with the Safeguarding Team.

Support the High Intensity Service User manager in the development and delivery of relevant policies and procedures to shape the delivery of HISU practice within the trust.

To investigate, or support the investigation of, patient safety incidents involving high intensity service users as required by the Head of Patient Safety.

Work flexibly within the team to ensure the continued delivery of a consistent service.

Maintain professional registration (where relevant) and undertake appropriate CPD activities to ensure ongoing competence and currency in relation to the role.

To undertake other tasks and duties as required, commensurate with the role, to support the team and wider trust in the delivery of its objectives

Person Specification



  • Experience of working with vulnerable and complex patient groups.



  • Educated to BSc level or equivalent experience
  • Registered Health or Social Care Professional (e.g. Paramedic, Mental Health Nurse) OR able to demonstrate significant experience in working with vulnerable and complex patient groups
  • Must have completed any NQP/NQN portfolios and consolidation period (or equivalent, where relevant - evidence will be required)
  • Level 4 safeguarding course.
  • Must be willing to undertake any necessary training.

Skills and Knowledge


  • Excellent grasp of a biopsychosocial approach.
  • Detailed understanding of health inequalities and social determinants of health.
  • Able to manage own time effectively to achieve daily objectives.
  • Awareness of new developments in the broader NHS.
  • Good IT skills and report writing.
  • Able to demonstrate leadership skills and qualities which reflect the trust vision and values.
  • Good communicator at all levels both written and verbally

Employer details

Employer name

West Midlands Ambulance Service University NHS Foundation Trust


Ambulance Headquarters

Waterfront Business Park

Brierley Hill

West Midlands


Any attachments will be accessible after you click to apply.


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