- Health & social care
Role: Complaints Officer (Social Services)
My local authority client are seeking a Complaints Officer to join their social care/social services complaints team in Oxford for initially a 3 month contract with possible extension.
Main purpose of the job:
1. To ensure that the Directorate meets its statutory duties and responsibilities in respect of complaints and representations under the Local Authority Social Services Act 1970 (inserted by the National Health Service & Community Care Act 1990), the Children Acts 1989 and 2004 and other relevant legislation including the Local Authorities’ Social Services and National Health Service Complaints (England) Regulations 2009 and the Children Act 1989 Representations Procedure (England) Regulations 2006.
2. To improve the consistency, effectiveness and efficiency of the Council’s Corporate and Statutory Complaints service; and ensure the learning from all complaints contributes to continuous improvement.
3. To work with across directorates to promote good customer services and provide a timely and resolution-focused approach to complaints.
4. To line manage support staff and/or take on additional high-level project work on behalf of the Council.
1. To act as the authority’s Complaints Officer for the purposes of the Local Authorities’ Social Services Complaints (England) Regulations, 2006 and the Children Act 1989 Representations Procedure (England) Regulations 2006
2. Liaise with the Access & disclosure Team to assist with complaints received via the Local Government and Social Care Ombudsman, Members and MP’s, minimizing the risk of any findings of maladministration by the LGCO.
3. To alert the monitoring officer to any potential maladministration or non-compliance issues, and to be alive to the media and reputational implications of particular scenarios and resolutions.
4. To support the service in developing a strong resolutions and restorative based approach to managing complaints, seeking to ensure problem solving and conflict resolution models are in place, whilst ensuring complainants’’ rights to have their representations addressed in accordance with legislation, regulation and Council policies. Ensure complainants have support to access information about the complaints and representations procedures, advocacy and mediation services.
5. To advise, challenge and assist managers and directorates on achieving resolutions for difficult corporate and statutory complaints. To exercise judgement, based on post-holders knowledge of the expectations of the LGSCO, to persuade managers of the appropriate resolutions to complaints.
6. To scrutinise and advise upon every draft final response to a corporate complaint which has reached the last stage of the Council’s internal procedures. To scrutinise and advise upon every draft final response to a statutory complaint.
7. Provide information to the Complaints Manager on outcomes and themes from complaints and representations to form a basis for performance measurement and quality assurance development, and to inform continuous improvement cycles.
8. To use effective systems, arrangements, and protocols, for maintaining accurate records and data with regard to all complaints and representations received.
9. To work with Joint Commissioning teams to support their work with providers, and developing systems for responding to and learning from all the statutory complaints the council receives about Childrens and Adults social care
10. To ensure that prescribed time-scales are met with respect to the consideration of complaints at each of the stages of the complaints and representations procedures.
11. To exercise judgement based on the post-holders knowledge of the expectations of the LGO and ICO to persuade managers of the appropriate resolutions to complaints.
12. Work in partnership with commissioned qualified external Investigating Officers and Independent Person’s (Children Act 1989 and LA Social Services and NHS Complaints (England) Regulations, 2009) where required, and to act as the Department’s primary contact point in respect of such investigative arrangements. Work in partnership with external statutory agencies and bodies to ensure effective joint working on multi-disciplinary complaints and representations.
1. Knowledge of relevant legislation and policy and good practice in relation to complaints
2. Proven ability to communicate both in person and in writing with a wide range of audiences
3. Ability to make clear decisions that take full account of cost management, efficiency and risk
4. Seeks out and acts on opportunities, including working with others, for improving services to customers
5. Ability to develop effective internal and external relationships and networks
6. Ability to use ICT packages, spreadsheets and databases to analyse and report on themes, trends & patterns.
1. Degree or relevant professional qualification (or extensive relevant experience)
2. Evidence of continuous professional development
1. Experience of handling complex issues and/or complaints
2. Able to problem solve in a complex environment
A DBS check will be required.
Deekay Contact: Michael Wilde - 0161 747 1234