Job Vacancy

Hospital Care Navigator Fixed Term Contract (Part-time 27 hours per week)

The hospital at Queen Elizabeth Queen Mother Hospital Margate

About the role

Role Summary

To work as an integral member of the Rapid Transfer Service at the Queen Elizabeth Queen Mother Hospital (QEQM), Margate. You will aid a robust approach to effective patient discharge. You will provide a person centred service to promote psychological, social, and physical wellbeing by facilitating access to a range of community-based health, social care and voluntary sector services.



Hours of Work:

27 Hours


Fixed Term (until end of March 2025)

Probation Period:

6 months

Notice Period:

Who are we?

Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.


Meet your Manager

My passion has always been improving people's lives. Since becoming a manager for the Health and Housing Service I have passed this enthusiasm onto my staff. Outside of work I enjoy my downtime with my family, days out together and discovering new adventures.

Nicole Foad – Bailey, Health & Housing Team Manager

Nicole Foad-Bailey

What will you be doing?

Role Specific Responsibilities

  • Working within the Rapid Transfer team at the QEQM, Margate you will provide an efficient and effective model of co-ordinated care that will ensure where possible hospital avoidance together with timely discharge starting at the point of the patient’s attendance within the Accident and Emergency Department.
  • In discussion with the patient and family and/or carers, you will complete support plans, investigate any issues raised by the patient including any  potential barriers to living independently and identify what is required to support appropriate and timely discharge. This will include offering options, undertaking any signposting or support, and making agreed referrals to
  • professional agencies and organisations. You will also link them into community services where appropriate.
  • Provide health promotion advice and community information ensuring this is relevant and up to date.
  • Use resources effectively by managing own workload to maximise the benefit of the service to the individual.
  • Ensure accurate records both paper and electronic are maintained to evidence compliance with the service specification, this will be using either Microsoft office programs or using a database. Ensure key performance indicators are always met.
  • Receive information by verbal and written means and relay relevant personal data as applicable with an emphasis on the Town & Country code of conduct and Data Protection policies.
  • Be able to respect a customer’s individuality and always maintain dignity and confidentiality.
  • Investigate and respond to customer enquiries and complaints ensuring that timescales are met in line with key performance indicators and complaints policy.
  • Ensure that correspondence and file notes are factual and free from personal opinions and where appropriate, are clearly identified as confidential.
  • Liaise with external bodies and attend meetings as required reviewing, checking and updating the progress of customer cases ensuring that Town & Country’s service is well represented.
  • Liaise promptly with colleagues, partner agencies and other stakeholders regarding safeguarding, welfare, and risk concerns in accordance with Town & Country’s policy.
  • To identify personal development needs and action where appropriate and participate in team meetings and training courses.
  • Implement Town & Country’s equal opportunities policy as an integral part of all duties and always observe the letter and the spirit of the policy.
  • To implement relevant Health and Safety Policy and Procedures, ensuring that all practices and procedures are undertaken in accordance with providing a healthy and safe working environment for staff and customers.
  • Work in collaboration with other Town & Country directorates colleagues as required.
  • To undertake such other duties as are appropriate to meeting the responsibilities, policies and procedures and whenever reasonably instructed, which may include working outside normal working hours.


  • To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.
  • Recognise, respect and promote the different roles and diversity of the individuals within the business.
  • To actively contribute towards key performance indicators and professional standards. 
  • Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process.  This may include identifying anomalies in data and investigating and correcting them where appropriate.  Ensure you attend training on data protection regularly. 
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
  • To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge. 
  • Attend and participate in training and other meetings and staff events as required.
  • Be an effective member of your team, presenting a positive impression of your section and the business. 
  • This job description is a guide to the nature of the work required. It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

About You

Education & Qualifications

Key Skills & Competencies

  • Experience of working with and understanding the needs of vulnerable people.
  • Well organised with excellent time management skills, able to arrange and manage workload demands, determine priority tasks, meet tight deadlines, and achieve goals.
  • Knowledge of a range of methods of communication in relation to sensory, physical, and cognitive needs.
  • Understanding the importance of a customer/patient centred service, and the benefits of a flexible, outcome focussed and personalised support service.
  • Knowledge and awareness of products, solutions and information on related services provided by the statutory and voluntary sector, to include but not limited to, Welfare benefits, Care services provisions, home maintenance, Housing choices, Safety within the home, Adaptations and equipment.
  • Understanding of confidentiality and data protection issues.
  • Capability to listen to the individuals’ expressed preferences and choice with respect for their values.
  • Comprehensive IT skills to include use of Microsoft office and in particular Microsoft Excel and to be able to make the most effective use of IT systems with attention to detail.


  • Ability to communicate effectively with customers, colleagues, stakeholders, and partner organisations both verbally and in writing using plain English.
  • Demonstrate commitment to equality and diversity and a genuine desire to help people with disabilities and/or support needs.
  • Ability to work as part of a multiple teams and build and maintain effective and supportive relationships with peers and partners.
  • Well organised and able to work under own  initiative. Responding positively and proactively to changing demands and new developments.
  • Ability to work outside your designated days/hours as required.
  • Willingness to undertake continuing professional development as necessary and relevant to the role.
  • Ability to work under pressure and prioritise effectively.
  • Ability to work to agreed action plans and objectives to consistently meet targets and deadlines.
  • Ability to react and adapt to changing circumstances and priorities.
  • Effective organisational and time management skills.
  • Excellent verbal and written communication skills
  • Ability to communicate effectively with customers, staff, stakeholders in plain, easy to understand English, both in writing and verbally.
  • Flexible and problem-solving abilities essential.
  • Able to work at pace.
  • Demonstrate commitment to equality and diversity and a genuine desire to help people with disabilities and/or support needs.
  • Fully understands relationships between work processes, the organisation, and their impact on work; uses this knowledge in own area to improve work processes.
  • Self-reliant and able to work on own initiative with minimal supervision as well as part of a team.
  • A willingness to work in a flexible manner as the service requires it
  • Empathy and understanding of the customer group we work with and support.

Why Choose Us

  • Contributory pension scheme 4% to 10% matched contributions
  • Hybrid working
  • Free onsite car parking
  • Life assurance of 4x annual salary (Terms and Conditions apply)
  • 30 days annual leave in addition to bank holidays
  • Two volunteer days per year
  • Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
  • Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
  • Extensive annual Staff Wellbeing programme
  • Enhanced maternity, paternity, and shared parental leave provision
  • Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
  • Annual flu vaccinations
  • Access to an extensive range of corporate discounts on shopping, travel & days out
  • Social events, including lunchtime walking, rounders, festive Fridays
  • Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:


Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.



Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Monday, 1 July 2024

Interview Date:

Tuesday, 9 July 2024