Male Student Casework Investigator

To undertake all investigations relating to student complaints and ensure they are

carried out in a transparent, professional and timely manner.

**KeyResponsibilities**
**and Accountabilities**:
1. To manage and conduct a caseload of student complaint investigations
taking into account complex and sensitive issues such as regard for
confidentiality, student mental and physical health difficulties, disability,
criminal convictions safeguarding and the Prevent programme

2. To manage and conduct a caseload of student disciplinary investigations,
taking into account complex and sensitive issues such as regard for
confidentiality, student mental and physical health difficulties, disability,
criminal convictions safeguarding and the Prevent programme.

3. To conduct investigations, in partnership with Human Resources, into staff
conduct issues raised as part of the student complaints procedure.

4. To make recommendations to Deans, Directors and Executive with regard
to complaint outcomes and, where appropriate, financial settlement of
complaints

5. To line manage the Casework Team; including appraisals, setting team
direction, managing workloads, day to day team operational management

6. To prepare detailed and accurate interview records and reports
summarising evidence and findings in cases investigated

7. To recognise where disclosure is necessary with regard to statutory and

legal obligations and in the management of risk for the university

8. To be the Presenting Officer at Panels in cases which are escalated for
University Executive consideration

9. To contribute to the formulation, delivery and review of university policies
and procedures relating to student complaints and student discipline
through experience of conducting investigations and good practice seen
internally and externally

10. To liaise with Services and Faculties during investigations to identify and
ensure that cross institutional issues are highlighted and any necessary
action instigated

11. To identify, promote and refer cases to the University’s Mediation Service
where cases are deemed suitable and all parties agree to mediation or
identify cases which are suitable for early/alternate dispute resolution

12. To work collaboratively with the Student Union

13. To give procedural advice to Deans, Directors and Senior staff

14. To work with the Student Casework Manager in the preparation of cases
which escalate to the OIA

15. To participate in appropriate regional and national networks which share
best practice and to attend OIA workshops and training

16. To prepare and deliver appropriate staff development for student
procedures in complaints, disciplinary, appeals, and fitness to practise and
good practice in how to minimise the numbers of complaints and cases

17. To contribute to the annual report to Board of Governors and Academic
Board to identify risk for the university by trends in student complaints,
appeals, disciplinary cases and fitness to practise cases

18. To be a member of the University Core Incident Management Team in the
absence of the Student Casework Manager and Academic Registrar

19. To deputise for the Student Casework Manager in her absence

**Special**
**Circumstances**:Some staff and student interviews may be conducted outside of normal office hours

University of Sunderland
**Role Profile**
Part 2

**Part 2A: Essential and DesirableCriteria**
**_Essential_**
**Qualifications and Professional Memberships**:
First degree or equivalent

**Knowledge and Experience**:
**Experience of working within a casework or complaint setting within an HE or**
**similar environment**

**_Desirable_**
**_Qualifications and Professional Memberships:_**

**Knowledge and Experience**:
Knowledge of student complaint and/or conduct issues within HE / FE

**Part 2B: Key Competencies**
Competencies are
assessed at the
interview/selection
testing stage

**Decision making and organizational abilities, including an ability to manage**
**priorities and workloads**

**The ability to follow the appropriate procedures to investigate complaints and**
**disciplinary issues and meet appropriate timescales**

**Capacity for analytical thinking, problem solving and resolution outputs**

**To write clear, unambiguous, evidence based reports which form the basis for**
**senior staff decision making**

**The ability to articulate complex issues and situations in an accessible way**

**To manage own workload which may involve dealing with several**
**investigations at the same time**

**Ability to remain calm and professional within a busy environment when**
**dealing with clients with various challenging and difficult situations.**
**To be empathetic but also impartial when undertaking investigations**

**Highly developed interpersonal and excellent communication skills including**
**writing reports for consideration by senior managers**

**Ability to understand procedures and how they relate to and impact upon**
**each other**

**Litera