One of a team delivering a high quality, accessible Patient Advice and Liaison Service across a large geographical area and within the NHS organisations North of the Tyne and NEAS. To act as a facilitator in relation to the concerns of service users, their carers and families and to negotiate immediate solutions or resolution of issues as speedily as possible. To provide accurate information on all aspects of NHS services to help make contact with the NHS as easy as possible. To refer clients to advocacy services and other health and social care services when appropriate. Provide information on how to make a complaint about the services the Trusts provide, referring to ICA as appropriate. To act as a catalyst for change by suggesting service improvements to trusts as a consequence of resolving individual concerns. To undertake out-reach work and promotional activities across the NHS organisations. To develop knowledge of health and social care, including local practice and provision and national policy. To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.