About the CompanyAt Nua Healthcare Services, we believe that having the highest quality of care is an absolute right of every person we support. We are committed to providing each person we support with individual, personalised care within a safe and homely environment. Advocating for the rights of individuals is at the heart of everything we do, this role is to support individuals and their families to navigate their care pathway while recognising legal responsibilities such as the Assisted Decision-Making (Capacity) Act 2015 and the associated decision-making frameworks. We strive to empower the people we support to shape their own lives and the services they receive, and we actively encourage each person to develop their life skills, which in turn, enables them to realise their full potential.About the RoleThe 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.ResponsibilitiesPromoting effective communication between families and Nua Healthcare 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.Essential CriteriaRelevant 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 fieldStrong interpersonal and communication skills, with the ability to engage sensitively with familiesKnowledge and understanding of the Assisted Decision-Making (Capacity) Act 2015Experience working with multiple stakeholders in complex service environmentsExcellent organisational and documentation skillsAbility to manage sensitive information with discretion and professionalismDesirable CriteriaExperience in disability, mental health, or residential care servicesFamiliarity with HIQA and/or Mental Health Regulations and standards and HSE-funded service environmentsExperience supporting complaints handling or family engagement processesKnowledge of safeguarding and rights-based approaches