About this role
Job summary
We are looking for a Senior Access to Information Officer to provide operational support for the effective, lawful and timely processing of requests for information across the Trusts and services supported by Innovate.
This is an excellent opportunity for someone with strong attention to detail, sound judgement and a good understanding of information rights legislation. Previous experience of managing or supporting Subject Access Requests and Freedom of Information requests is essential. The successful candidate will manage routine and more complex access to information cases, including Subject Access Requests, Access to Health Records requests and Freedom of Information requests.
The role will help ensure the service remains resilient, efficient and legally compliant, while supporting wider information governance, data protection and Cyber Assessment Framework assurance priorities.
Main duties of the job
To provide senior operational support for the effective, lawful and timely processing of requests for information across the Trusts and services supported by Innovate, including Subject Access Requests (SARs) under the UK General Data Protection Regulation and Data Protection Act 2018, requests under the Access to Health Records Act 1990 (AHRA), and Freedom of Information (FOI) requests under the Freedom of Information Act 2000.
The post holder manages the more complex cases, acts as the senior point of contact and source of guidance for Access to Information Officers and the Administrator, administers the Infreemation case management system, and drives improvements in performance, quality and compliance.
About us
As a growing company, Innovate has a range of benefits and opportunities to enable individuals to grow and experience a range of new challenges. Innovate has a commitment to develop staff and provide a supportive work life balance.
At Innovate, we are committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. We recognise the benefits of transferable skills and a desire to learn. We encourage anyone who is interested in this role to get in touch, even if you do not meet all stated criteria.
Company Benefits
Employee Assistance ProgrammeVivup staff benefits platformEnhanced maternity payGenerous annual leave packageFlexible workingAccess to staff networksVolunteer leaveLong service recognition schemeBuy and sell annual leave optionPlease note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.
Job description Job responsibilities
Operational casework and statutory compliance
Process SAR, AHRA and FOI requests in line with Trust policy, statutory timescales and relevant legislation.
Lead on complex cases, high-volume or sensitive requests, third-party and deceased patient information, and requests from solicitors, police and coroners.
Review, redact and prepare disclosure packs, applying FOI exemptions, SAR restrictions and AHRA requirements; escalate complex, novel or high-risk cases to the IG Manager, Head of IG or DPO.
Record all decisions, exemptions, redactions and disclosures accurately on Infreemation, in line with the NHS Records Management Code of Practice.
Senior operational support and team guidance
Act as the first point of contact for Access to Information Officers and the Administrator, providing guidance, expertise and support on request handling, case prioritisation, disclosure decisions, redaction standards and use of Infreemation.
Support consistent case handling across the Access to Information function by sharing good practice, supporting new or less experienced staff, and escalating issues that require management decision or legal/IG review.
Oversee workload, identify cases at risk of breaching deadlines, and work with officers and services to keep requests on track.
Systems, reporting and quality assurance
Administer Infreemation: user support, workflow maintenance, templates, dashboards, data quality checks and escalation of system faults.
Produce and quality-check FOI, SAR and IG training performance reporting for the IG Manager, Information Governance Group and other committees.
Monitor performance to identify trends, backlogs and causes of delay, and recommend workflow changes that improve quality, efficiency and resilience.
Maintain reliable evidence of compliance, monitoring and improvement activity to support CAF and data protection assurance.
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Advice, communications and stakeholder management
Handle enquiries from applicants, representatives, external agencies and Trust staff by phone, email and occasionally in person, including people who are distressed, angry or dissatisfied, with tact, empathy and sound judgement
Advise staff on access to information processes and draft IG communications across both Trusts.
Alert the IG Manager, Head of IG or DPO to complaints, ICO correspondence, deadline risks and any case carrying legal, reputational or patient safety risk.
The post holder will provide day-to-day senior guidance, coaching and operational support to Access to Information Officers and the Administrator, including advice on prioritisation, case handling, disclosure standards and quality requirements.
Responsible for the safe use of Trust systems, accurate use and administration of Infreemation within agreed permissions, and safe handling of confidential, sensitive and special category information.
Person Specification
Experience Essential
Understanding of the UK General Data Protection Regulation, Data Protection Act 2018, Freedom of Information Act 2000, Access to Health Records Act 1990, common law confidentiality and NHS records management requirements. Experience of working in information governance, access to information, health records, records management, data protection Experience of handling or supporting complex Subject Access Requests, Freedom of Information requests, Access to Health Records requests, complaints, police requests, Coroner requests or solicitor requests. Experience of working within the NHS, a Trust, primary care, an Integrated Care Board, a Commissioning Support Unit, local authority, public sector or health and care setting.
Desirable
Experience of using Infreemation or another case management system for access to information, information rights, complaints, records management or service desk activity. Experience producing or quality-checking performance and compliance reporting, and supporting colleagues through guidance, quality checks or informal supervision within an operational service. Experience of contributing to staff guidance, training materials, frequently asked questions, standard operating procedures, templates or staff communications. Experience using Monday.com, Power BI, service desk tools or other systems for workflow management and reporting.
Qualifications Desirable
Relevant qualification or training in information governance, data protection, records management, information rights, healthcare administration, business administration or customer service, or willingness to work towards one
What we are looking for in our people Essential
Ability and willingness to provide clear, practical and proportionate guidance to colleagues on access to information processes, including when matters should be escalated. Strong organisational skills and attention to detail, with the judgement to spot risks, exemptions, third-party information or matters needing senior review before disclosure. Ability to handle sensitive, confidential and sometimes distressing information with professionalism, empathy and discretion.
Employer details Employer name Innovate Healthcare Services
Address Warwick Hospital
Lakin Road
Warwick
Warwickshire
CV34 5BW
United Kingdom
Employer's website https://www.innovatehs.co.uk/ (Opens in a new tab)