Quality and Service Improvement Officer

3 months ago

Birmingham, United Kingdom Independent Office for Police Conduct Full time

Job Introduction
As a Quality and Service Improvement Officer, you will be welcomed into the dynamic and inclusive Quality and Service Improvement team working at the forefront of the IOPC’s drive to deliver exceptional quality and value for money in the services that we provide. Your focus will be on helping us to use service user experience to inform our work and drive improvement.

The IOPC is on a journey to develop its culture, perspectives and ethos to support the organisation’s core outcomes, and this is your opportunity to enter into the varied world of IOPC Quality and Service Improvement, allowing you to develop your mindset and approaches to contribute to improving the police complaints system in England and Wales.

The QSI team support our colleagues by working with them to set standards, quality assure these standards and drive positive changes in quality by identifying good practice and opportunities for improvement using feedback, service user experience and data.

This vacancy is using Success Profiles, to find out more, please click here.

We'll assess you against Level 2 behaviours during the selection process:
If you are shortlisted for interview, we'll provide further details of what will be assessed at that stage.

Main Responsibilities
- To design, implement and embed service user engagement and involvement processes and activities throughout the IOPC
- To lead on the development of using service user experience to inform improvement activity, through the Quality Improvement Cycle.
- To lead on sharing and reporting on service user feedback and experience throughout the organisation
- To be responsible for identifying learning and/or areas of concern and providing recommendations to the appropriate colleagues (at all levels of the organisation).
- Contribute to improved organisational learning and disseminate learning and best practice across the IOPC.
- To support colleagues in driving and sustaining improvements in IOPC delivery
- To drive improvements in delivery through engagement and collaboration with service users and stakeholders, using feedback to improve. For example, through the use of involvement panels
- Provide assurance that service user experience is accounted for in the organisational assessment of quality.

**Our Organisation**
- Consider IOPC strategic intent when carrying out work, i.e. continuous improvement and accountability
- Identify learning and improvement from quality assurance activity and feed in to the quality improvement process to embed a ‘learning culture’.
- Challenge work that doesn’t add value.
- Be the voice of the service user
- actively promote and champion the IOPC’s service standards at all times.
- Represent the organisation as specified. This will include designing and delivering presentations for IOPC colleagues and could include representing the IOPC at external events and meetings.
- Attend and contribute to organisational improvement activities / change events that seek to embed organisational learning and drive improvements throughout the organisation, championing and promoting the voice of the service user.
- Attend and input into long term organisational projects, championing the voice of the service user, using data and analysis from service user experience.
- Champion and promote a service user focus across the IOPC

**Our People**
- Take responsibility for personal and professional learning and development
- Be part of the team - be flexible to adapt to the business need of the wider QSI team
- Be self motivated and able to work independently
- Be able to give constructive feedback to colleagues, including peers and managers. Seek feedback and be able to reflect on it
- Maintain your professional expertise and keep up to date with relevant legislation, policy and good practice in order to strive for operational improvement
- Work with teams across the IOPC to support them to embed the IOPC’s service standards

**Our Delivery**
- Plan and lead strands of the service user involvement & experience framework, including being responsible for:

- Designing and embedding multiple ways for service users to provide their feedback to the IOPC. This will involve working closely with colleagues from across the organisation
- Working with service users to develop service user journey maps
- Establishing, embedding and facilitating a service user ‘sounding board’ and/or ‘involvement panel(s)
- Establishing a process to analyse service user feedback and insight from across the organisation to inform improvement activity
- Further developing, and contributing to, a reporting framework - for all colleagues - in relation to feedback received to ensure that the voice of the service user is recognised throughout all teams
- Understand the IOPC complaints and feedback processes to enable identification and accurate reporting and recording of service user dissatisfaction
- Communicate with service users using their preferred method o

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