BRIDGEND COUNTY BOROUGH COUNCIL



Job Description

DIRECTORATE: Social Services & Wellbeing

DEPARTMENT: Business Support

POST: Complaints Officer

GRADE OF POST: GR09

RESPONSIBLE TO: Business Support Manager

JOB PURPOSE:

To be the designated Social Services Complaints Officer; this role will include the co-ordination of the complaints process for Social Services, ensuring that statutory deadlines, timescales and correct processes are applied. The role will also include maintaining accurate performance information and the post holder will assist in the production of the annual Representations and Complaints report to Cabinet in line with Welsh Government guidance.

PRINCIPAL RESPONSIBILITIES AND ACTIVITIES:

• Record, co-ordinate and ensure timely resolution of complaints, compliments and representations made in relation to Social Services functions, ensuring consistent adherence to the Welsh Government Complaint Guidelines “A Guide to Handling Complaints and Representations by Local Authority Social Services.

• Provide support, advice and information to social care and wellbeing teams on the guidance legislation and timescales required to ensure that appropriate responses to complaints are provided.

• Prepare reports in respect of the performance in this area.

• Communicate with complainants, (who may be challenging) other professionals and senior managers to ensure administration of the process.

• Co-ordinate the investigation processes in order to comply with statutory deadlines.

• Liaise with the Ombudsman’s office and the Council’s legal department as appropriate in relation to the resolution of complaints.

• To liaise with externally appointed independent persons and investigators to oversee investigations as appropriate, ensuring adherence to the Council’s Financial Regulations.

• In conjunction with social services professionals, develop guidance leaflets and processes for staff and the general public for inclusion on the Council’s website, and to undertake reviews of the process as appropriate.

GENERAL DUTIES

Health and Safety

To fulfil the general and specific roles and responsibilities detailed in the Health and Safety Policy

Equal Opportunities

To ensure that all activities are operated in accordance with Equal Opportunities legislation and best practice.

Safeguarding

Protecting children, young people or adults at risk is a core responsibility of all employees. Any concerns should be reported to the Adult Safeguarding Team or Children’s IAA Service within MASH.

Review and Right to Vary

This Job Description is as currently applies and will be reviewed regularly. You may be required to undertake other tasks that can be reasonably assigned to you, including development activities, which are within your capability and grade.

Person Specification

Complaints Officer

The following attributes represent the range of skills, abilities and experiences etc relevant to this position. Applicants are expected to meet the attributes that have been identified as essential (√).

| | | | |

|Attributes |Requirements |Essential |Method of Evaluation / |

| | | |Testing |

|Qualifications, Education &|A degree in a relevant subject area, or equivalent; eg |(√) |Production of original |

|Training |QCF/NVQ Level 4 or able to demonstrate competence | |Qualification Certificates|

| |through experience. | |and application form. |

|Knowledge & Experience |An understanding/knowledge of the relevant legislation |(√) |Interview, application |

| |under which Social Services is delivered, and | |form and selection |

| |legislation relevant to the rights of individuals to | |process. |

| |complain | | |

| |Knowledge of internal and external procedures relating | | |

| |to the work of the Directorate. | | |

| |Practical experience of ICT systems and databases |(√) | |

| |including working knowledge of Microsoft Office. | | |

| |Experience of data analysis and production of reports. | | |

| |Experience of providing advice, negotiating and liaising|(√) | |

| |with members of the public, in sometimes challenging | | |

| |circumstances, as well as other professionals and staff.| | |

| | | | |

| |Experience of managing competing priorities/ deadlines. |(√) | |

| | | | |

| |Experience of working in a local government environment.| | |

| |Experience of being involved in organisational change. | | |

| |Experience of working effectively with a range of | | |

| |partners. | | |

|Skills & Personal |Ability to form constructive working relationships with | |Interview, application |

|Qualities |colleagues. | |form, and selection |

| | | |process. |

| | | | |

| | | | |

| | | | |

| |Ability to communicate clearly and effectively both |(√) | |

| |verbally and in writing | | |

| |The ability to manage a challenging caseload. |(√) | |

| |Good negotiating skills. | | |

| |Ability to prioritise workload and work to tight |(√) | |

| |deadlines | | |

| |The ability to communicate through the medium of Welsh. | | |

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