Senior Caseworker

3 days ago

Manchester, United Kingdom Parliamentary and Health Service Ombudsman Full time

**Details**:
**Reference number**:

- 232863**Salary**:

- £42,945**Grade**:

- Other**Contract type**:

- Permanent**Type of role**:

- Other**Working pattern**:

- Full-time**Number of posts**:

- 4Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Manchester, North West England, M2 3HQAbout the job

**Summary**:
We are the Parliamentary Health Service Ombudsman, an independent national ombudsman service. We are here to make final decisions on complaints that are yet to be resolved by the NHS in England, UK government departments, and some other public organisations.

We do this fairly and transparently without taking sides, and our service is completely free.

**Job description**:
As a Senior Caseworker working in one of our complex or systemic investigations teams you will deliver timely and robust investigations of complaints about the NHS and government departments.

The complaints you will consider may involve a long history of events spanning a number of years. They may also involve high profile issues and will require you to manage risk. You will identify, collect and analyse complex information from a variety of sources in order to reach evidence-based conclusions.

For cases involving a multi-disciplinary approach, you will collaborate with fellow Senior Caseworkers, colleagues in our legal and clinical advice teams, and senior leaders including the Ombudsman or one of his Deputies. You will build strong working relationships with internal and external stakeholders, communicate persuasively, and adapt your approach to suit the needs of the particular case and your audience.

You will contribute to developing new ways of working to support delivery of our strategic objectives. This may involve taking an active part in key projects or working in a developing business area.

We are looking for enthusiastic and motivated individuals to support continuous improvement in the delivery of our casework and to engage with change in their own area and within wider PHSO.

You will have excellent organisational skills, a proven record of managing a varied workload and experience of successfully balancing competing priorities. You will be able to show appropriate empathy, whilst ensuring you remain impartial.

One of our Senior Caseworkers working in complex investigations has described their role and experience of working for PHSO:
My time as a Senior Caseworker has taught me a lot. It has encouraged me to improve my existing skills and it has helped me develop many new ones too.

Each day brings a fresh challenge, and every investigation is different. There is rarely a one-size-fits all approach which works in every situation. Flexibility and good time management are key for dealing with competing priorities and demands on my time.

Complex investigations often involve many stakeholders. Part of my role involves engaging with stakeholders at all levels. This might mean working directly with the Ombudsman on significant cases or communicating directly with politicians or chief executives of health trusts. Given the types of stakeholders we work with, it helps to have a good understanding of what is happening in government and the NHS since this can directly affect the work we do and how we do it.

I find my role hugely rewarding because I know my work is actually making a difference. Our investigations can lead to improvements in how organisations work. They also provide people with a resolution to something that has caused them significant unhappiness in their lives, often over a long period of time. This to me is one of the most rewarding aspects of the job I do. It encourages me to do my very best each day.

After working at PHSO for over 12 years, I can honestly say I’m as engaged and motivated today as I was when I joined.
- Manages personal caseloads effectively
- Ensures that all cases are progressed promptly and proportionately, and are fully resolved at the earliest opportunity
- Identify, acquire and assess information that needs to be established to resolve the case (taking into account any wider strategic issues to be addressed in order to contribute to the improvement of public services)
- Make low risk decisions, at any point in PHSO's process, as delegated by the Ombudsman through the delegation scheme and in line with casework policy and guidance. This includes, but is not limited to, decisions on acceptance, general discretions and outcomes
- Deliver logical, succinct and justified outcomes on low risk assessments and investigations
- Work under supervision of the operational manager or Assistant Director to process medium and high risk casework
- Produce written work that sets out evidence clearly, robustly and proportionately
- Maintain full, accurate and up-to-date records/audit trails on the case management system and paper files
- Ensure quality of tasks completed meets Quality Framework requirements with an expectation of a 'right first time' approac

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