Job Summary
This position is a key role within the Borough-wide High Intensity User (HIU) service. The service’s aim is to provide adequate, tailored support for people identified as High Intensity Users (HIUs) of West Middlesex Hospital 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 Wes 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.
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 any risks of self-harm or threats to others and their social situation such as housing, debt or isolation.
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
Person Specification
Education
Essential
- English and Maths GCSE
- Diploma in Social Work or equivalent educational experience/ standards
Desirable
- Experience of providing care in the urgent and emergency care setting
Experience
Essential
- Knowledge and proficiency with Office 360
- Previous administrative roles
- Some knowledge of how to access housing/benefits support
- Previous experience of working in a clinical healthcare setting with adults
Desirable
- Having experience of working with HIUs or patients with similar problems eg mental health, addiction, psychosocial issues
- Knowledge of System 1/Cerner and/or Mosaic/Rio
- Knowledge on how to access social support in the clients local area
Skills and Knowledge
Essential
- 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
Desirable
- A commitment to improving patient care through an ability to sustain a clear performance focus on achieving demanding goals
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Closing Date: 09 June 2026
