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Our client a local government body is seeking to employ a Complaints Administrator for a minimum of 3 months to start asap.
You must have a Criminal Records Bureau Check.
PURPOSE
To assist the Quality & Complaints Officer ("Designated Complaints Officer" - DCO) in the discharge of statutory duties and Council policies through the efficient and effective operation of the Directorate's complaints procedures.
Duties
To have knowledge of relevant legislation and of the role, function and practices of Social Services.
Develop and maintain effective computer and other systems to support the processes of handling complaints, the production of documentation, monitoring progress, analysing and presenting information, etc.
Under the guidance of the DCO, ensure that individual complaints are promptly and effectively addressed. This would typically involve some or all of the following:
receiving and recording all complaints and in consultation with the DCO and line management where appropriate, deciding on the most appropriate means of dealing with a complaint.
writing to the complainant within the required time-scale, acknowledging the complaint, giving details of how it is to be dealt with and an initial response where possible.
ensuring that local management have explored all possibilities for the informal resolution of complaints.
'chasing' progress, alerting and seeking the intervention of the DCO or senior managers on particular complaints or difficulties where necessary.
arranging the investigation of formal complaints and giving advice to external and internal investigators. Ensuring (where necessary with the authority of senior management) that investigators obtain timely access to files and other information as well as to staff.
arranging Review Panels and providing advice to elected members and independent persons on the complaints procedure as well on the specific issues raised in the complaint.
Ensuring that all those involved in the provision of a response to a formal complaint are aware of the statutory and internal deadlines.
Undertake the range of administrative support for the Quality and Complaints service, including routine correspondence, answering telephones, photocopying, filing, faxing, and distribution of documents, (e.g. paperwork in advance of Review Panels).
Assist in the preparation of appropriate publicity material on the complaints procedure, with particular regard to the range of special needs of service users.
Draft procedures and guidance documents for the public, staff, investigators and members of the panel and, in consultation with the Training section, ensure that training programmes are established to meet the various needs of those involved in the procedure.
Advise staff, senior management and elected members on the complaints procedure and on ways to deal with particular complaints and issues raised.
Maintain an up-to-date rota of internal investigators and list of independent people to:- - enable the rapid identification of internal investigators.
Take part in monitoring the operation of the complaints procedure and implement necessary changes with the approval of senior management and committees where appropriate.
Undertake the administration of the directorate's annual staff awards scheme, involving
the distribution of publicity, receipt and acknowledgement of nominations, convening and supporting the decision panel and making arrangements for the awards presentation ceremony.
Assist in the preparation of committee, management and other reports, including the statutory annual report, on complaints and related matters.
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