Care Navigator

About the role

Role Summary

The Hospital Care Navigator plays a key role within the Rapid Transfer Service at QEQM, supporting timely, safe and person centred discharge from hospital. The role helps patients, families and carers navigate health, social care and community services, ensuring individuals receive the right support to return home safely and maintain their independence.
The post holder will build strong relationships across hospital teams, community partners, statutory services and the voluntary sector to ensure a seamless transition of care.

Salary:

£14,604.35

Hours of Work:

21 hours

Contract:

Until April 2027

Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

Nicole Foad-Bailey, Health and Housing Team Manager

What will you be doing?

Role Specific Responsibilities

Patient Support & Discharge Planning
•Lead on coordinating efficient and timely discharge for patients from Accident & Emergency and inpatient wards.
•Work collaboratively with patients, families and carers to complete person centred support plans identifying needs, risks and required interventions for safe discharge.
•Provide high quality information, advice and guidance to help individuals overcome barriers to independent living and make informed decisions about their care.
•Identify concerns raised by patients or carers and support problem solving through signposting, referrals and direct liaison with appropriate services.

Health, Wellbeing & Community Navigation
•Offer up to date information on health promotion, community resources, assistive technologies, aids for daily living and other relevant services.
•Build and maintain knowledge of local health, social care and voluntary sector support, supporting effective navigation for patients.
•Work closely with the community-based services to ensure continuity of care post-discharge.

Communication & Partnership Working
•Clearly explain the remit of the service to patients, carers, professionals and partner organisations.
•Maintain effective working relationships with external agencies, attending multi disciplinary meetings where required.

Record Keeping & Compliance
•Maintain accurate, timely and confidential records in both paper and electronic systems in line with data protection policies.
•Ensure all case notes are factual, concise and compliant with commissioner and internal performance reporting requirements.
•Respond to enquiries and complaints in line with KPIs and organisational policy.

Safeguarding & Risk Management
•Implement effective safeguarding practice for adults and children in accordance with Peabody and local authority guidelines.
•Escalate welfare or risk concerns promptly to relevant colleagues or agencies.
•Promote safe working practices aligned with health and safety policy.

Professional Development & Team Contribution
•Manage personal workload effectively, prioritising demands to support service delivery.
•Participate in team meetings, supervision, customer reviews and training.
•Contribute to continuous improvement initiatives across the service.

General

•To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
•Recognise, respect, and promote the different roles and diversity of individuals.
•To actively contribute towards the 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 participate in training, attend other meetings, and staff events as required.
•Be an effective member of your team, presenting a positive impression of your section and the Group.
•Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
•Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
•Maintain awareness of budget requirements and value for money while delivering your role.
•Consider and highlight any risk to the organisation or individuals whilst delivering your role.
•Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
•This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence.

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

•Good general education including GCSE English and Maths (or equivalent) - Essential
•An enhanced DBS check is required for this role - Essential

Key Skills & Competencies

•Experience of delivering person-centred support and navigating individuals through services in either paid or voluntary capacities - Essential
•Strong organisational skills and the ability to manage competing priorities - Essential
•Understanding of diverse communication needs relating to sensory, physical or cognitive impairments - Desirable
•Ability to work effectively work towards shared goals as part of a team - Essential
•Understanding of commissioning, KPIs, performance monitoring and reporting - Desirable
•Understanding of customer centred approach - Essential
•Knowledge of welfare benefits and community support services - Desirable
•Awareness of statutory and voluntary sector services, including home adaptions, safety in the home, equipment, housing options and care provision - Desirable
•Understanding of confidentiality and data protection requirements - Essential
•Understanding of data collection requirements and the value they bring to the service - Desirable
•Commitment to safeguarding principles and promoting safe practice - Essential

Behaviours

•Excellent listening skills with respect for individual preferences and values - Essential
•Strong communication skills, both written and verbal, using clear plain English - Essential
•Strong problem solving abilities - Essentials
•Self-motivated and able to work on own initiative with minimal supervision as well as part of a team - Essential
•Competent IT skills including Microsoft Office and case management systems - Desirable
•Ability to work collaboratively with colleagues, stakeholders and partner organisations - Essential
•Willingness to undertake training to enhance skills and knowledge - Essential
•Willingness to travel for meetings and service requirements - Essential
•

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.

Apply

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 recruitment@tch.org.uk.

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:

Thursday, 16 April 2026

Interview Date:

Wednesday, 22 April 2026