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SEND Complaints Officer #RQ1274592

1 month ago

Worcester Worcestershire, United Kingdom Semester.co.uk Full time

Please be aware this is a Long Term Temporary post to start ASAP.

Purpose of job:

• Undertake Stage 1 Complaints investigations and responses in respect of SEND Services

• To track complaints through the Complaints Procedure – producing key data analysis/performance

information reports

• To identify and present qualitative learning/key themes from Complaints and support the

dissemination of this learning

• To work with SEND Services to support the implementation of learning from Complaints

Main Activities & Responsibilities:

• To receive representations concerning SEND Services and to assist in seeking the resolution of

complaints at the earliest possible opportunity in the process

• To operate the SEND complaints procedure

• Undertake Stage 1 Complaint Investigations independently of SEND Services and produce written

responses to complainants, with recommended actions & resolutions, within required timescales

• To implement a system which ensures that recommendations made as part of a complaint

investigations are progressed and completed within required timescales

• To work with the service when Complaint’s progress to Stage 2 or the LGO – to ensure we evidence

our responses and resolutions

• To work with the service to develop practice to implement learning from Complaints

• To offer advice to members of staff who may be involved in a complaint investigation

• To maintain a record of complaints and provide statistical information on them to different forums as

appropriate, including the production of Quarterly and Annual Reports

• To maintain a working knowledge of relevant legislation, rules and regulations, codes of practice and

directorate policies and practices and provide advice and interpretation on them as necessary

• To keep the Head of Quality Assurance informed of any matters of importance of which they should

be aware, as they arise

• To establish and maintain effective working relationships within the Worcestershire Children First and

with relevant outside organisations

• To participate in multi-functional/multi-disciplinary projects and tasks as required

• To take an active role in bringing forward ideas for change, development, and improvement

Generic Accountabilities:

• To maintain personal and professional development to meet the changing demands of the job,

participate in appropriate training activities and encourage and support staff in their development and

training

• To undertake other such duties, training and/or hours of work as may be reasonably required, and

which are consistent with the general level of responsibility of this job

• To undertake health and safety duties commensurate with the job and/or as detailed in the

Directorate’s Health and Safety Policy

• The duties described in this job description must be carried out in a manner which promotes equality of

opportunity, dignity and due respect for all employees and service users and is consistent with the

Council’s Equality and Diversity Policy

• Working with some vulnerable children, young people and adults can, at times, be emotionally

challenging for which appropriate support will be provided through management supervision. The post

holder must be able to deal with such mental demands.

• This post is exempt from the Rehabilitation of Offenders Act and / previously met the definition of

Regulated Activity (as defined by the Safeguarding Vulnerable Groups Act 2006) and is therefore

subject to an enhanced Criminal Records Check (Via the Disclosure Barring Service, DBS) (as defined

by the Police Act).

EXPERIENCE: (Of delivering outcome/objectives/service improvements etc, not

just time served)

It is essential that the post holder has:

• Substantial experience of working in SEND Services and SEND Service delivery

• Substantial experience of effective continuous improvement in service delivery

• Substantial experience of decision making within statutory frameworks, and where decisions are

subject to challenge through independent scrutiny

• Substantial experience of working with statutory complaints and the appeal processes

• Experience of working across organisational and managerial boundaries to achieve improved

outcomes for children

• Current or recent experience of working as a Manager

• Significant understanding of the processes and practices of local government; and

• Significant experience in handling complaints/investigations

You must have:

  • Post qualified experience.
  • References required for the last 5 years of employment.

Benefits of working with Semester.co.uk :

  • Free on-going training opportunities upon registering as part of our commitment to you.
  • Competitive Rates of pay
  • In house payroll, providing weekly payments and support
  • Enhanced DBS completed.
  • Support and expert advice from an approachable, dedicated and friendly team
  • An assigned dedicated & experienced consultant
  • Various employment opportunities in your preferred geographical area

If you would like to find out more information about this role, or the other opportunities Semester.co.uk have available feel free to click the ‘Apply' button below

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