Band 6 Complaints and Whistleblowing Manager
Band 6 Complaints Manager required on a temporary basis based in Belfast .
Role: Band 6 Complaints Manager
Rate of Pay: £16.04
Location: Belfast- city centre
Duration: At least 6 months
The post holder will be responsible for actioning complaints and whistleblowing correspondence received within BSO, ensuring complaints received are investigated and responded to within set timescales, ensuring that Department of Health (DoH) guidance is being adhered to.
The post holder will also be responsible for the development and implementation of relevant systems, policies and procedures, developing and delivering relevant awareness programmes, ensuring the effective management of complaints across BSO.
Further, the post holder will be required to assist both BSO's DPO and Information Governance Manager from time to time, and will therefore be required to hold a working knowledge of applicable legislation (namely, data protection and freedom of information legislation).
KEY DUTIES / RESPONSIBILITIES
Communication and Information Management
1. Promote and enable organisational understanding of BSO's responsibilities, under DoH Guidance in relation to the HSC Complaints Procedure. This will include development of practical guides, reference documents, training materials and workshops
2. Ensure that service users are aware of the complaints process and how to engage with it, to include promoting matters of equality.
3. Liaise with a range of staff during the investigation of complaints and ensure complaints are responded to appropriately, including meeting the statutory timescales for producing complaints responses.
4. Be accessible to complainants, to take details of their complaint, which at times can involve dealing with highly charged and emotional situations.
5. Where possible, act as mediator between complainants and staff to attempt to resolve complaints at local resolution stage.
6. Develop and contribute to the preparation, monitoring and achievement of performance targets as set out in BSO's corporate strategy / business plan
7. Develop proposals and reports as required for presentation to the Senior Management Team (SMT) / Board
8. Lead and support BSO management in respect of their requirements, to ensure all complaints are handled in accordance with BSO policies and procedures, and in line with the principles of data protection and confidentiality.
9. Receive and instigate action regarding complaints from service users, their relatives or representatives, dealing with these in a timely, courteous and sensitive manner, and providing support when necessary.
10. Ensure complaints received are processed, logged and responded to effectively, in line with BSO Policy DoH guidance
11. Participate, co-ordinate or lead in investigations of complaints as required.
12. Draft and quality assure response letters to complaints based on information received from Investigating Officers and other relevant staff or service users, to ensure all issues are adequately responded to.
13. Maintain and develop the current system to ensure an accurate record of complaints and whistleblowing disclosures.
Setting Direction / Development and Innovation
14. Create, develop, implement, maintain and review policies and procedures to assist staff in understanding their responsibilities in relation to complaints and whistleblowing issues
15. Implement, lead and co-ordinate continuous improvement initiatives across BSO to promote best practice
16. Lead in the testing and review of products to deliver a new system for managing complaints and whistleblowing disclosures.
Collaborative Working / Key Working Relationships
17. Provide advice and guidance on all aspects of complaints to clients and staff, at various levels
18. Liaise with Complaints staff from other HSC Organisations where necessary, including attendance at the regional complaints forum, to agree best practice on all aspects of complaints
19. To liaise with the Patient Client Council on complaints related matters.
20. Liaise with a range of staff including directors, assistant directors, and investigating officers during the investigation of complaints to ensure complaints are responded to appropriately and within the statutory timeframe
21. Liaise with the Northern Ireland Public Service Ombudsman's Office and the Office of the Minister of Health in relation to any complaints which require further investigation, and provide any necessary documents, information and responses in a timely manner.
22. Work with key stakeholders and software suppliers in the development and implementation of solutions for a new system for managing complaints and whistleblowing disclosures, including
provision of support for preparation and documentation of project specifications, maintaining good relations at all times.
23. Assist the DPO, where required, to contribute to the work of BSO's Information Governance functions
1. A University Degree, NVQ Level 4 or a recognised professional qualification plus 2 years' experience in a customer services or advocacy function (to include experience of investigating and providing written responses to formal complaints)
HND/HNC or NVQ Level 3 plus 3 years' experience in a customer services or advocacy function (to include experience of investigating and providing written responses to formal complaints)
Experience in a customer services or advocacy function (to include experience of investigating and providing written responses to formal complaints) And A GCSE (Grade A-C) in English Language or equivalent to demonstrate satisfactory literacy skills required to discharge the role
2. A minimum of 12 months' experience in the use of office-based software packages, and in particular the use of Microsoft Office products
3. Effective communication skills to discharge the duties of the post in full (e.g. investigation of complaints, and producing formal correspondence on behalf of senior management)
4. Ability to develop effective working relationships and networks, to facilitate collaborative working and good working relationships across multiple departments in the investigation and resolution of complaints
5. Experience in the development and rollout of new systems, and experience in the development of operational procedures
6. At least 2 years' experience in management of staff
7. A working knowledge of procedures for investigating and responding to complaints within Health & Social Care
To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, and Kathryn or a member of the team will be in contact to confirm if you have been shortlisted.
Successful candidates may need to apply for an Access NI Certificate with Staffline Recruitment regardless if you already have a valid certificate. It will be a cost of between £18 - £33 depending on clearance level.
PLEASE NOTE THE CLOSING DATE FOR THIS POSITION WILL BE 26/02/21.