User Service Technician (SAPU)

• Degree or university qualification in the social or health field (psychology, social work, nursing, social education, sociology, humanities, law...)

• Spoken and written knowledge of Basque.

• Experience in positions involving accompaniment, care, and support for people.

• Complementary training in human rights, ethics, mediation, conflict management, participation, and continuous improvement.

• Knowledge of the socio-sanitary field and person-centered care models.

• Experience in positions related to quality, organizational improvement, or user experience management.

Matia we are a foundation with more than 130 years of experience in providing socio-sanitary services in Gipuzkoa.

Our purpose is to accompany people in their aging process to improve their well-being, generating personalized knowledge and service that promote their autonomy and dignity.

We are currently looking to incorporate a User Service Care Technician (SAPU), integrated into the Improvement and Learning Area, to cover a permanent position with 100% employment.

The person joining this position will have the mission of the systematic collection of the voice of users, families, and loved ones, through active listening and the promotion of their participation, as well as that of all involved agents, so that their contributions, complaints, claims, and suggestions contribute to the continuous improvement of the accompaniment and care processes throughout the organization.

As a transversal function to the entire organization, they will work with the different areas, centers, and services of Matia and in permanent collaboration with the Human Rights Area, favoring a culture of listening, learning, and continuous improvement.

Main responsibilities, among others:

• Guarantee the collection, analysis, response, and follow-up of suggestions, claims, and complaints, ensuring reparation and the transformation of contributions into opportunities for learning and improvement for the organization.

• Collaborate with the Human Rights Area in the identification of rights violations and in initiatives, projects, and actions for awareness, promotion, and defense of rights.

• Facilitating joint work with professionals and teams from different areas, centers and services in order to drive improvement actions arising from contributions made by people.

• Perform the follow-up and evaluation of the improvement actions derived from the contributions received.

• Drive the use of spaces, tools, and channels for listening and participation of users and their families.

• Coordinate satisfaction studies, experience, and well-being, promoting the analysis and use of results for decision-making.

The position requires availability of a vehicle and mobility between centers and services.

The position requires having a vehicle and mobility between centers and services.

We are looking for a person with active listening skills, sensitivity towards people, relational and communication skills, initiative, autonomy, analytical capacity, orientation toward continuous improvement, and ease in working transversally and collaboratively with different teams and professionals.

Matia is a foundation with more than 130 years of experience, providing socio-sanitary services in Gipuzkoa.

Our goal is to assist people in the aging process, by creating personalized knowledge and services that will promote their well-being, autonomy, and dignity.

Currently, we are looking for a User Service Care Technician (SAPU) integrated into the Improvement and Learning Area, to fill a permanent position with 100% employment.

The mission of the person filling this position will be the systematic collection of the voice of users, families, and loved ones, through active listening and the promotion of their participation, as well as that of all involved agents. The aim is for their contributions, complaints, claims, and suggestions to contribute to the continuous improvement of the accompaniment and care processes throughout the organization.

As a transversal function affecting the entire organization, they will work with the different areas, centers, and services of Matia and in permanent collaboration with the Human Rights Area, favoring a culture of listening, learning, and continuous improvement.

• Guarantee the collection, analysis, response, and follow-up of suggestions, claims, and complaints, ensuring reparation and the transformation of received contributions into learning and improvement opportunities for the organization.

• Collaborate with the Human Rights Area in the identification of rights violations, and participate in initiatives, projects, and actions for awareness, promotion, and defense of rights.

• Facilitate joint work with professionals and teams from the different areas, centers, and services to drive improvement actions derived from people's contributions.

• Perform the follow-up and evaluation of the improvement actions derived from the contributions received.

• Promoting the use of the spaces, tools and channels available for service users and their families to be heard and to participate.

• Coordinate satisfaction, experience, and well-being studies, and promote the analysis and use of results for decision-making.

• Having a degree or university qualification in the social or health field (psychology, social work, nursing, social education, sociology, humanities, law...).

• Having knowledge to operate in Basque, both spoken and written.

• Having experience in positions related to assistance, care, and support for people.

• Having complementary training in human rights, ethics, mediation, conflict management, participation, and continuous improvement.

• Having knowledge of the socio-sanitary field and person-centered care models.

• Having experience in positions related to quality, organizational improvement, or user experience management.

We are looking for a person with active listening skills, sensitivity towards people, relational and communication skills, initiative, autonomy, analytical capacity, orientation toward continuous improvement, and ease in working transversally and collaboratively with different teams and professionals.