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High Intensity User (HIU) Case Worker, Emergency Department

Imperial College Healthcare NHS Trust
£42,471 to £50,364 a year pa inclusive
Closing date
28 May 2024

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Other Health Profession
Band 6
Full Time
This is a fantastic opportunity to join the Emergency Medicine Team at St Mary's Hospital to provide first-line support and care to High Intensity Users. This role has been created as part of the roll-out of HIU services across North-West London, involving Case Workers in each of the ICB's seven Emergency Departments, and Care Coordinators in all eight of its Boroughs.

This position is a key role within the Borough-wide Westminster High Intensity User (HIU) service. The service's aim is to provide adequate, tailored support for people identified as High Intensity Users (HIUs) of Urgent & Emergency Care services. The intention is to improve health outcomes and reduce inequalities by identifying the most appropriate medical and psycho-social support and ensuring that HIUs are able to access it as needed, reducing inappropriate demand on UEC services.

The HIU Case Worker will be responsible for providing front-line, hands-on, daytime support to High Intensity Users attending St Mary's Hospital Emergency Department (ED) and liaising closely with the local Borough HIU Care Coordinator to ensure that there is a seamless continuum of care between ED and the wider community.

Whilst this role is focused on providing immediate care for HIUs attending the Dept, the individual will work very closely with the Borough Care Coordinators to review needs and arrange appropriate care, asa well as being part of the wide HIU network across NWL.

This role is supported directly by the lead EM consultant for HIU care and would be a good opportunity to gain and increase skills working with the wider Multi-disciplinary team across the hospital and wider community.

Main duties of the job

Accepting referrals of HIUs attending ED who do not have acute physical or mental health problems that need medical attention within ED.

Attending the patient and assessing their immediate needs including their social situation such as housing, debt or isolation. If indicated, liaise with clinical colleagues for assessment of any risks of self-harm or threats to others.

Checking available records of medical and social care, and any existing care plans, to help formulate an immediate plan including referral to suitable agencies.

Liaison with statutory and non-statutory services to enable access to relevant local services for the individual, ensuring that those with ongoing needs are referred to the Borough Care Coordinator

Participating in Borough HIU MDT meeting(s)

Supporting the creation of Urgent Care Plans for selected individuals and maintaining them within Cerner

Supporting and delivering training to other ED staff in relation to the care of HIUs

About us

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care. Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

Job description

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.

Person Specification



  • English and Maths GCSE



  • Good organisational and time management skills
  • Ability to be flexible and adapt to different clients and circumstances
  • High level of work organisation, self-motivation, drive for performance and improvement, and flexibility in approach and attitude
  • Strong sense of commitment to openness, honesty and integrity in undertaking the role


  • A commitment to improving patient care through an ability to sustain a clear performance focus on achieving demanding goals



  • Knowledge and proficiency with Office 360
  • Some knowledge of how to access housing/benefits support
  • Previous administrative roles
  • Previous experience of working in a clinical healthcare setting with adults


  • Knowledge on how to access social support in the clients local area

Employer details

Employer name

Imperial College Healthcare NHS Trust


St Mary's Hospital


W2 1NY

Any attachments will be accessible after you click to apply.


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