Senior Complaints and Feedback Officer

6 months ago

South Shields, United Kingdom LSS (Staff Recruitment and Training Agency) Full time

**Purpose**

To ensure that an effective procedure for representations/complaints is available to service users and/or their representatives. To act as the Designated Complaints Manager and ensure that the Local Authority meets its statutory duties and responsibilities required by the NHS and Community Care Act 1990 and Children’s act 1989 in respect of complaints and representations under the Social Services and National Health Service Complaints (England) Regulations, 2009 and the Children Act 1989 Representations Procedure (England) Regulations 2006.

**Roles and Responsibilities**
- To manage statutory complaints services for Children’s and Adults’ social care services so as to meet obligations arising from the Children Act 1989, the NHS and Community Care Act 1990 and meet legal requirements under the Local Authority Social Services and National Health Service Complaints (England) Regulations, 2009.
- To manage a high-quality feedback service, which enhances outcomes for users of Children’s and Adults’ social care services, informs service improvement and supports quality assurance.
- To manage the workload of the service and ensure that appropriate systems are in place so that all complaints are processed and resolved in a timely, fair and transparent manner, working independently but supportively of the professionals providing the service.
- To establish robust systems to support the co-ordination of complaints that progress through the stages of the statutory complaints procedures, working with managers and staff so that complaints are resolved at the earliest stage and where appropriate advising managers at all levels on appropriate forms of redress where complaints are upheld.
- To promote the principles of mediation and other forms of alternative dispute resolution in resolving complaints and concerns as close to the point of contact as possible.
- To understand and be conversant with Safeguarding Children and Safeguarding Adults policy and practice and to liaise on such matters. Also to provide relevant advice and guidance on complaints matters in relation to safeguarding procedures
- To manage the Safeguarding Adults complaints procedures and Safeguarding Children’s complaints procedures ensuring that complaints are addressed under these procedures where appropriate.
- To work in partnership and follow protocols established with NHS colleagues in accordance with the Social Services and National Health Service Complaints (England) Regulations, 2009. To coordinate the investigation of complaints, which involve both agencies, and to ensure a coordinated response is provided for complainants.
- To be responsible for any response as might be required to complaints and enquiries made to the Chief Executive, Members and the Local Government and Social Care Ombudsman Office regarding social care issues.
- To ensure that the complaints procedure is publicised widely among service users and their carers in appropriate formats and languages.
- To work with service users/complainants who might be considered vulnerable or at risk and who are experiencing emotional crises in their lives. This may include dealing with disagreeable and hazardous situations which are an unavoidable feature of the service and to deal with subsequent verbal abuse and/or threats.
- To alert senior managers and colleagues about potential threats from aggrieved complainants and to situations which potentially have serious implications for the Council. As well as implement and manage the vexatious and unreasonable complainants policy where appropriate.
- To recruit, train and support independent investigating officers appointed from within the Council, setting and monitoring standards of performance. Including quality assuring the content of reports and responses from Investigating Officers, making amendments as necessary, to ensure that they meet high quality standards in accordance with Council requirements.
- To advise, assist and support service users, carers and their representatives in making complaints/representations and where appropriate to achieve this via an advocate. To arrange a mediation service where appropriate and access appropriate independent services for complainants in need of practical support. In particular ensuring that arrangements are in place for children and young people have access to an advocacy service.
- To develop good management information systems and provide an analysis of local policy, practice and performance and identify trends in respect of complaints and customer care as may be required by Adults’ and Children’s Services.
- To develop links with other agencies including police, health services, child protection agencies, Local Government and Social Care Ombudsman’s office, advocacy services and other voluntary and statutory services to ensure effective joint working.
- To ensure that a review panel considers all unresolved registered complaints and to attend review panels as

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