Emergency Department High Intensity User Case Worker

Emergency Department High Intensity User Case Worker

The closing date is 09 June 2026.

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 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.

About us

Our Trust is one of England's top performing and safest trusts. We operate two main acute hospital sites - Chelsea and Westminster Hospital and West Middlesex University Hospital - along with award winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services including maternity, A&E and children's services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.

We continually invest in our facilities, including a £30 million expansion of critical care at Chelsea and an £80 million Ambulatory Diagnostic Centre at West Mid.

We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort, and we encourage staff to reduce their impact on carbon, waste or pollution wherever possible.

We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans and under represented communities, valuing the perspectives they bring.

Person Specification Education

• English and Maths GCSE
• Diploma in Social Work or equivalent educational experience/standards
• Experience of providing care in the urgent and emergency care setting

Experience

• Knowledge and proficiency with Office 365
• Previous administrative roles
• Some knowledge of how to access housing/benefits support
• Previous experience of working in a clinical healthcare setting with adults
• Experience of working with HIUs or patients with similar problems (e.g. mental health, addiction, psychosocial issues)
• Knowledge of System 1/Cerner and/or Mosaic/Rio
• Knowledge of how to access social support in the client's local area

Skills and Knowledge

• 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
• 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.

Salary: £39,959 to £48,117 a year plus HCAS.