Volunteer Health Complaints Advocacy Coach

Are you engaging and able to build confidence in others?

Do you believe that everyone has an equal right to have their voice heard?

Do you have the skills to empower others to be confident in self-advocating?

Volunteer Health Complaints Advocacy Coaches listen, coach and empower individuals through the process of making an NHS complaint.

Dependant on the individual’s particular needs, our volunteers aim is to support clients so that they have the tools, resources, and confidence to progress their own complaint and be in control of the processes.

An important part of the Volunteer Health Complaints Advocacy Coach role is ensuring that people understand their rights and how to apply them.

As a Volunteer Health Complaints Advocacy Coach, you will support clients through Level 2 of our health complaints service, providing 1:1 support and coaching and also peer group sessions so that clients can progress their complaint confidently.

Main Duties and Responsibilities

• Work alongside clients, in the community, empowering and coaching them to have their health complaint represented, either through 1:1 sessions or peer groups

• To support clients to articulate their own views

• Promote the rights, equality, diversity and needs of our clients by ensuring they are respected and valued as individuals

• Promote self-advocacy as a strategy to build confidence and independence for clients

• Ensure that clients have access to information about services that is presented in an appropriate manner for their individual needs

• In consultation with the Service Manager, network with other agencies in order to maintain effective communication and joint working for the benefit of SWAN clients

• Using the SWAN database, ensure accurate collection of data and data recording of all client meetings, travel time, and associated activities

• Option available to run self-advocacy workshops for client groups to empower them to advocate for themselves.


• Excellent communication skills, both verbal and written.

• Excellent organisational skills

• Positive attitude towards mental health, learning difficulties and ageing

• Some knowledge and understanding of the complaints process is advantageous but training is provided

• Adaptable and approachable telephone manner

• Comfortable using Microsoft Office, emails and database

• Computer literate however full training is given in the systems we use and there is ongoing support for all IT


  • Diversity and equal opportunities policy
    Equality, diversity and inclusion are core to SWAN’s values. We welcome applications from Black, Asian, and Minority Ethnic, LGBTQ+ and disabled candidates, as well as those with lived experience of using advocacy services.
  • Accessibility
  • Age restrictions
    Must be aged over 18 years.
  • Child Protection
  • Complaints Policy
  • Confidentially Policy
  • DBS check required
  • Expenses reimbursed
    All out of pocket expenses reimbursed.
  • Health and Safety Policy
  • Ongoing support
  • Suitable for Under 16's
  • Suitable for Under 18's
  • Training provided
  • Volunteer induction
  • Volunteer Policy
  • Volunteers covered by insurance
  • Vulnerable Adults Policy
  • Written role description

When can I volunteer?

Start Date: 01/04/2022

End Date: 01/04/2023

Mon Tue Wed Thu Fri Sat Sun
Morning Yes Yes Yes Yes Yes Yes Yes
Afternoon Yes Yes Yes Yes Yes Yes Yes
Evening No No No No No No No

Availability Details

We ask for a commitment of 6 hours per week that can be worked across 9-5pm Monday to Thursday, 9-4.30pm on Friday.


This opportunity is available Countywide.

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