Family Liaison Officer

Job Summary

Family Liaison Officer

The Family Liaison Officer (FLO) plays a key role in strengthening communication, trust, and partnership between families of individuals supported by Nua Healthcare, service management, and the HSE as funder.

The role exists to ensure families feel informed, heard, and supported, while also helping services manage communication proactively, consistently, and professionally in line with regulatory, contractual, and organisational requirements.

Nua Healthcare Services (Nua) is one of Ireland’s leading private healthcare providers, delivering exceptional residential and supported living services. We support children and adults with a wide range of complex care needs, providing personalised, compassionate care that truly makes a difference in people’s lives.

Benefits of joining Nua Healthcare!

• Company Pension
• Comprehensive Induction process
• Continuous Professional Development
• Fantastic development & career opportunities
• Life Assurance/Death-in-Service
• Paid Maternity/Paternity Leave
• Education Assistance
• Employee Assistance Programme (EAP)
• Working hours over a 7-day roster involving shift work
• Bike to work Scheme.
• Refer/Retain a friend bonus. 
• Discounts with Retailers - Nationwide 

Job Objectives

• Live our Mission, Vision and Values. 
• Promoting effective communication between families and Nua Heathcare Services. 
• Build and maintain positive, professional relationships with families based on transparency, empathy, and respect.
• Provide clear, timely, and appropriate communication regarding service-related matters, in line with governance and confidentiality requirements.
• Support families to understand care arrangements, service structures, and escalation pathways.
• Work closely with Persons in Charge (PICs), Operations Managers, and senior management to coordinate responses to family queries and concerns.
• Ensure consistent and accurate messaging across services.
• Identify emerging themes, risks, or trends from family feedback and escalate complex or sensitive matters appropriately.
• Assist in coordinating information and responses related to funding arrangements, service changes, transitions, and impacts on individual support planning.
• Ensure all communications align with contractual, regulatory, and governance requirements.
• Support families through concerns and complaints processes, ensuring clear explanations, timely responses, and appropriate follow-up.
• Engage with families in a compassionate, professional, and solution-focused manner.
• Work collaboratively with Quality and Operations teams to identify trends and opportunities for service improvement.
• Maintain accurate and up-to-date records of family engagement and key interactions.
• Ensure compliance with GDPR, HIQA standards, and Nua Healthcare policies and procedures.
• Support audits, reviews, inspections, and regulatory processes as required.

Skills Requirement

• Relevant qualification (Minimum Level 7) in social care, healthcare, human rights, community services or another related field.
• 3 years’ experience in social care, healthcare, community services, or a related field
• Strong interpersonal and communication skills, with the ability to engage sensitively with families
• Knowledge and understanding of the Assisted Decision-Making (Capacity) Act 2015
• Experience working with multiple stakeholders in complex service environments
• Excellent organisational and documentation skills
• Ability to manage sensitive information with discretion and professionalism

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