Customer Care and Complaints Manager

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Customer Care and Complaints Manager"

Transcription

1 Hammersmith & Fulham borough of opportunity Customer Care and Complaints Manager COMMUNITY SERVICES Application Pack

2 Information for applicants Job Description Person Specification Criminal Records Bureau Check

3 Job Description Designation: Customer Care and Complaints Manager, Children s and Adult Social Care Post Number: P07667 Department: Section/Service: Children s Services/Community Services Customer Care and Complaints Responsible to (designation): Head of Information and External Relations, Children s Services Employees directly supervised (if any): Adults Social Care Complaints Officer Administrative Assistant Structure: Assistant Director Adult Social Care Community Services Assistant Director Commissioning Children s Services Head of Quality Assurance Head of Information and External Relations Customer Care and Complaints Manager Children s Services and Adult Social Care Adult Social Care Complaints Officer 0.5 FTE Administrative Assistant 0.8 FTE

4 HAMMERSMITH & FULHAM CHILDREN S SERVICES AND COMMUNITY SERVICES DEPARTMENTS JOB PURPOSE Customer Care and Complaints Manager, Children s and Adult Social Care The council has statutory obligations in respect of complaints and concerns raised by child and adult users of social care services arising from the Children Act 1989, the NHS and Community Care Act 1990 and subsequent legislation. The council also has a duty to respond to promote sound practice and systems for dealing with complaints, compliments and comments. The customer care and complaints manager s job purpose is to provide a dynamic, sensitive and responsive customer care and complaints service which ensures the council meets its statutory obligations, in accordance with relevant legislation. The manager will actively promote best practice and sound customer care across the range of children s and adult social care services by using feedback from complaints as a focus for training and continuous professional development and service improvement. KEY ACCOUNTABILITIES 1 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, the Complaints Procedure Order 1990,and subsequent legislation. 2 To manage a high quality complaints service which enhances outcomes for users of children s and adult social care services, informs service improvement and supports quality assurance. 3 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. 4 To establish robust systems to support the co-ordination of complaints that move through the stages of the children s and adult statutory complaints procedures, working with managers and staff so that complaints are resolved at the earliest stage and, where

5 appropriate, advising senior managers on appropriate forms of redress where complaints are upheld. 5 To liaise with managers at all levels so as to effect the satisfactory resolution of complaints including in particular the Directors of Children s Services and Community Services, Assistant Directors, Heads of Services, Service Managers and other managers, as well as the Chief Executive s Office. 6 To establish, develop and promote effective working relationships with Quality Assurance Managers in children s services and adult social care so as to ensure that complaints are utilised as a service improvement tool. 7 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. 8 To deliver training and ensure that there is clear information available for staff, service users, and residents about the application of different complaints procedures. 9 To ensure adequate guidance is available to business unit staff through the production and maintenance of documented procedures and processes supported by relevant training. 10 To be responsible for ensuring that all hard and electronic information pertaining to customer care and complaints for children s services and adult social care is up to date, including on the council s website and the intranet with school, in keeping with relevant information sharing protocols, including the principles of confidentiality. 11 To use the Council s office-based and mobile IT services for the input, access and transmission of information using the appropriate level of information security and classification through the use of electronic mail, diaries, word-processing, spreadsheets and databases as well as any specific job-related applications as required to carry out the duties of the post 12 To ensure the Council s data quality and information rights compliance by managing the administration of information, application systems, technology and staff so that the business unit complies with the Council s Information Management related policies. 13 During audits, to be able to demonstrate compliance with policies by the production of satisfactory supporting evidence.

6 14 To understand and be conversant with Child Protection and Safeguarding Adults policy and practice and to liaise on such matters with Quality Assurance Managers in children s services and adult social care as necessary. 15 To establish a pool of appropriately trained persons to support and facilitate the complaints function, paying due regard to the support needs of vulnerable users regarding any information, support and advocacy needs, commissioning independent investigations as necessary. 16 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 children s services and adult social care service managers and departmental plans. 17 To prepare performance management reports including but not only quarterly performance reports for Community Services Departmental Management Team and the annual report for the Care Services Commission. 18 To promote best practice in customer care by ensuring that feedback is provided to service teams and managers, identifying trends and learning opportunities from complaints to inform and improve future practice. 19 To be responsible for monitoring and evaluating the work of the customer care and complaints service, to ensure best practice and compliance with standards as laid down by regulations pertaining to children s services and adult social care services. This may be achieved through, but not only, by conducting comparative research of other local authorities. 20 To ensure that, in the light of any legislative changes, existing policies, procedures and guidance are updated accordingly. 21 To work in partnership with the procurement and contracts monitoring teams in children s services and adult social care, ensuring that external service providers promote a current and appropriate complaints policy, monitoring complaints made directly to providers and ensuring that this monitoring is reflected in relevant reports. 22 To be responsible for assisting in the co-ordination of any response as maybe required to complaints and enquiries made to the Chief Executive, Members, or the local Government Ombudsman s office.

7 22. To establish, promote and develop effective relationships with the Senior Designated Officer for allegation against adults, ensuring allegations are dealt with timely and consistently in accordance with the London Child Protection Procedures and relevant government guidance. 23 To provide robust line management in accordance with the council s human resources policies and procedures, including recruitment, regular supervisions, team meetings and appraisals that are timely and will generate team and service action plans with training profiles. 24 To attend meetings as will be required by managers concerning support, supervision and performance in order to improve service delivery and further professional development. 25 To attend relevant meetings, conferences as may be relevant to the professional requirements of the post. 26 To manage any delegated budgets that support the functions of the post, in accordance with the Council s financial procedures. 27 To support the Council s role in planning for and responding to civil and council emergencies using skills/expertise of the post holder and in accordance with council emergency procedures. To provide emergency contact details for the purposes of emergency and service continuity plans. 28 To ensure service continuity plans are in place for all the business units you manage that will enable them to deliver essential services following a business disruption and, where requested, ensure your service is prepared to respond to the needs of the community following an emergency. 29 To know and adhere to the Council s equal opportunities policy and equalities legislation and implement in relation to job responsibilities in employment and service delivery. 30 To be fully familiar with the Council s Safety Policy and Codes of Practice and guidance relating to their area of work and ensure that all duties and responsibilities are discharged in accordance with them. 31 To take reasonable care for his/her own health and safety and any other person(s) who may be affected by his/her acts or omissions at work in accordance with Health and Safety legislation. 32 To co-operate with the Council in so far as it is necessary to enable it to comply with its duties under relevant Health and Safety legislation.

8 33 To be responsible for, under the direction of the Assistant Director, the risk assessment of officers health and safety within their service area whilst at work and any other person s health and safety who may be affected by this undertaking for the purpose of identifying the measures they need to take to comply with the requirements and prohibitions imposed upon him/her by or under the relevant statutory provisions, regulations, approved code of practice and guidance. 34 Work under the council s smartworking policy and timesheet to assist in providing value for money to clients. 35 You will be required to have a valid Enhanced CRB disclosure and be re-checked every 3 years as per council policy 36 To carry out other duties consistent with the post as may be required.

9 HAMMERSMITH AND FULHAM COMMUNITY SERVICES SELECTION CRITERIA Division: Children s and Adult Social care Customer Care and Complaints Service Post Title Customer Care and Complaints Manager Children s Services and Adult Social Care Services Updated by: Barbara Beese/Angela Jenkinson Date: February At least three years experience working within a complaints and customer care function, together with understanding and experience of services provided by the Council, in particular Community and Children s Services. 2 Experience of working within a multi cultural community with young people, parents, and families or with vulnerable adults within a social care setting. 3 Knowledge and understanding of the Council s Corporate Complaints Procedure, Children Act 1989, the NHS and Community Care Act 1990 and subsequent legislation relevant to statutory complaints brought under the Acts. 4 Knowledge of relevant legislation, statutory regulations and guidance with regards to vulnerable people known to the council s Children s and Community Services, Adult Social Care Department, including the Safeguarding Vulnerable Act 2006 and London Children Protection Procedures 5 An ability to participate in service planning, development and evaluation. 6 An ability to work effectively and creatively within a multi agency setting. Demonstrating good inter-personal skills and the ability to progress chase complaints with staff and managers across departments, whilst ensuring that effective and collaborative relationships are developed and maintained.

10 7 Proven ability to analyse and prepare detailed reports for senior managers, councillors and MPs on trends arising from complaints made by service users in order to provide effective feedback to inform and promote continuous service improvements including the complaints service itself. 8 Excellent communication skills and the ability to liaise with users, staff and managers at all levels across the Council. 9 Proven ability to manage and prioritise a case/work load, meet deadlines and work in a pressurised environment. 10 At least one year s experience of managing staff. 11 Proven ability in maintaining an information system for the recording and retrieval of accurate information/records pertaining to complaints and able to demonstrate a competence in the use of information technology, including Microsoft Office applications, Outlook and to learn other information systems used by the complaints service. 12 Experience of devising and delivering relevant training to support the development of service staff throughout the council in the area of complaints and customer care. 13 An awareness of equality issues in relation to children in the care of the local authority and vulnerable adults and an ability to challenge discriminatory practices. 14 A commitment to the Council s Equal Opportunity Policy and the ability to understand and implement council policies in relation to the responsibilities of the post.

11 Criminal Records Bureau check Please be aware that the successful candidate will be required to take a Criminal Records Bureau [CRB] check. This check is necessary as the work involves dealing with or having access to children and vulnerable adults whilst undertaking normal duties.

Head of Procurement and Contracting Contracts Managers x 8

Head of Procurement and Contracting Contracts Managers x 8 JOB DESCRIPTION FINAL Job Title Position Number(s) Department Section or Service Category Manager Adult Social Care and Health ASC and Health Commissioning DESIGNATION: Responsible to: Employees directly

More information

Targeted Youth Support Manager

Targeted Youth Support Manager Hammersmith & Fulham borough of opportunity Targeted Youth Support Manager Childrens Services Application Pack Information for applicants Job Description/Selection Criteria Criminal Record Bureau Check

More information

Hammersmith & Fulham Borough of Opportunity. Executive Support Officer. Community Services. Application Pack

Hammersmith & Fulham Borough of Opportunity. Executive Support Officer. Community Services. Application Pack Hammersmith & Fulham Borough of Opportunity Executive Support Officer Community Services Application Pack Job Description Designation: Executive Support Officer Post Number: P07286 Department: Community

More information

Customer Information Adviser

Customer Information Adviser Hammersmith & Fulham borough of opportunity Customer Information Adviser Community Services Application Pack JOB DESCRIPTION H&F ADVICE, CUSTOMER INFORMATION ADVISOR Designation: Post Number: Department:

More information

Senior Social Worker

Senior Social Worker Hammersmith & Fulham borough of opportunity Senior Social Worker CHILDREN SERVICES Application Pack 1 Information for applicants Job Description Person Specification Criminal Records Bureau Check 2 Job

More information

Occupational Therapy Assistant

Occupational Therapy Assistant Hammersmith & Fulham borough of opportunity Occupational Therapy Assistant Community Services Application Pack Job Description Designation: Department: Occupational Therapy Assistants Post Number: P07236

More information

Learning Disabilities Social Worker. Community Services

Learning Disabilities Social Worker. Community Services Hammersmith & Fulham borough of opportunity Learning Disabilities Social Worker Community Services Application Pack Information for applicants Job Description Person Specification CRB Job Description Designation:

More information

Principal Educational Psychologist

Principal Educational Psychologist Hammersmith & Fulham borough of opportunity Principal Educational Psychologist CHILDREN SERVICES Application Pack Information for applicants Job Description Person Specification Criminal Records Bureau

More information

Business Support Assistant

Business Support Assistant Hammersmith & Fulham borough of opportunity Business Support Assistant CHILDREN SERVICES Application Pack Information for applicants Job Description Person Specification Criminal Records Bureau Check LONDON

More information

Senior Educational Psychologist

Senior Educational Psychologist Hammersmith & Fulham borough of opportunity Senior Educational Psychologist CHILDREN SERVICES Application Pack Information for applicants Job Description Person Specification Criminal Records Bureau Check

More information

JOB DESCRIPTION. This post is subject to an Enhanced DBS Disclosure

JOB DESCRIPTION. This post is subject to an Enhanced DBS Disclosure JOB DESCRIPTION Job Title: Salary: DBS Disclosure: Reports to: Accountable to: Job Purpose: Registered Nurse 23,825.00 per annum This post is subject to an Enhanced DBS Disclosure Sister/Charge Nurse Unit

More information

J O B S P E C I F I C A T I O N

J O B S P E C I F I C A T I O N J O B S P E C I F I C A T I O N DIRECTORATE: PEOPLE DIVISION/SECTION/UNIT: UNIT MANAGER: POST TITLE: JOB FAMILY & ROLE PROFILE: Child & Family Services Regional Adoption Manager Western Bay Business, Performance

More information

Job Description. Line Management of a small team of staff administrating and managing patient and professional feedback and incidents.

Job Description. Line Management of a small team of staff administrating and managing patient and professional feedback and incidents. Job Description Job Title Pay Band Base Dept./Team Responsible to Accountable to Responsible for Complaints, Incidents and Governance Manager New Alderley House, Macclesfield Eastern Cheshire Clinical

More information

Job Description Job Title: Customer Services Team Prepared by: Mike Brean

Job Description Job Title: Customer Services Team Prepared by: Mike Brean Job Description Job Title: Team Prepared by: Mike Brean Leader Business Unit: Date: 27 March 2009 Purpose of the job: Responsible for the day to day management of a team of customer service officers within

More information

Wirral Council: Job Role Descriptor HR USE ONLY

Wirral Council: Job Role Descriptor HR USE ONLY Wirral Council: Job Role Descriptor Job Role: Service: Reports to: No. of Subordinates: Job Role Ref: Job Family: Grade: Practice & Governance Manager Legal & Member Services Head of Legal & Member Services

More information

The post holder will be guided by general polices and regulations, but will need to establish the way in which these should be interpreted.

The post holder will be guided by general polices and regulations, but will need to establish the way in which these should be interpreted. JOB DESCRIPTION Job Title: Membership and Events Manager Band: 7 Hours: 37.5 Location: Elms, Tatchbury Mount Accountable to: Head of Strategic Relationship Management 1. MAIN PURPOSE OF JOB The post holder

More information

Fraud Investigation Officer

Fraud Investigation Officer Hammersmith & Fulham borough of opportunity Fraud Investigation Officer Finance and Corporate Services Application Pack Information for applicants Job Description/Selection Criteria Corporate Anti Fraud

More information

JOB DESCRIPTION. Carrying a caseload of children looked after and those in care proceedings.

JOB DESCRIPTION. Carrying a caseload of children looked after and those in care proceedings. JOB DESCRIPTION POST TITLE: Social Worker Children Looked After Team GRADE: scp 32-41 DEPARTMENT: Children s Services SECTION: Children and Families, Children Looked After Service REPORTS TO: Deputy Team

More information

St. John s Hospice. Job Description. Registered Nurse

St. John s Hospice. Job Description. Registered Nurse St. John s Hospice Job Description Registered Nurse POST: HOURS: ACCOUNTABLE TO: REPORTS TO: Registered Nurse 37.5 hours Head of Nursing and Quality Ward Sisters JOB PURPOSE To provide skilled nursing

More information

Assistant Contracts Lawyer

Assistant Contracts Lawyer Hammersmith & Fulham borough of opportunity Assistant Contracts Lawyer Assistant Chief Executive Application Pack 1 Information for applicants Job Description Selection Criteria 2 London Borough of Hammersmith

More information

Senior Social Worker - Children & Young People s Services (CYPS) Various throughout Devon. Effective date of JD 1 November 2010 JE Job Number 561

Senior Social Worker - Children & Young People s Services (CYPS) Various throughout Devon. Effective date of JD 1 November 2010 JE Job Number 561 Role Title Location Reporting to Senior Social Worker - Children & Young People s Services (CYPS) Various throughout Devon Practice Manager (PM) Post Number Grade G Directorate/Section Various throughout

More information

NHS England Complaints Policy

NHS England Complaints Policy NHS England Complaints Policy 1 2 NHS England Complaints Policy NHS England Policy and Corporate Procedures Version number: 1.1 First published: September 2014 Prepared by: Kerry Thompson, Senior Customer

More information

Financial Accounting Manager

Financial Accounting Manager Hammersmith & Fulham borough of opportunity Financial Accounting Manager Finance and Corporate Services Application Pack 1 Information for applicants Job Description Person Specification 2 Job Description

More information

North East Ambulance Service NHS Foundation Trust. Job Description

North East Ambulance Service NHS Foundation Trust. Job Description North East Ambulance Service NHS Foundation Trust Job Description Job Title Patient Experience Clerk A4C Band 3 Accountability Complaints Manager Directorate Clinical Care and Patient Safety Date September

More information

JOB DESCRIPTION. Pay scale and spinal points SCP 23-26 Deputy Manager, Audit and Risk Management

JOB DESCRIPTION. Pay scale and spinal points SCP 23-26 Deputy Manager, Audit and Risk Management JOB DESCRIPTION Job Title Internal Auditor Pay scale and spinal points SCP 23-26 Reports to Deputy Manager, Audit and Risk Management Service area Internal Audit Number of staff responsible for None Budget

More information

JOB DESCRIPTION. Clinical Nurse Manager 2 (CNM2) Staff Nurses, Health Care Assistants, Administration staff, Student Nurses and all hospital staff.

JOB DESCRIPTION. Clinical Nurse Manager 2 (CNM2) Staff Nurses, Health Care Assistants, Administration staff, Student Nurses and all hospital staff. Job Title: JOB DESCRIPTION Clinical Nurse Manager 2 (CNM2) Professionally accountable to: Key working relationships: Key Reporting relationship: Director of Nursing Clinical Nurse Managers, Medical Staff,

More information

JOB DESCRIPTION. Contract Management and Business Intelligence

JOB DESCRIPTION. Contract Management and Business Intelligence JOB DESCRIPTION DIRECTORATE: DEPARTMENT: JOB TITLE: Contract Management and Business Intelligence Business Intelligence Business Insight Manager BAND: 7 BASE: REPORTS TO: Various Business Intelligence

More information

Position Description

Position Description Position Description Title Coordinator Financial Accounting Directorate Finance & Corporate Planning Department Corporate Services Location Camberwell Offices Classification Band 7 Position code CRFIFAXXTLR

More information

Job Description and Person Specification. Post Number: HCI.C24 JE Ref: JE028

Job Description and Person Specification. Post Number: HCI.C24 JE Ref: JE028 Job Description and Person Specification Job Title: Business Analyst Post Number: HCI.C24 JE Ref: JE028 Grade: PO1 (SCP 35 39) Other payments: Service: Progression: Hours per week: Accountable to: N/A

More information

JOB DESCRIPTION. Housing and Adult Social Services

JOB DESCRIPTION. Housing and Adult Social Services JOB DESCRIPTION POST TITLE: GRADE: SECTION: REPORTS TO: MANAGES/SUPERVISES: Income Recovery Team Leader PO2/3 Housing and Adult Social Services Income Recovery Manager Income Recovery Officers INTRODUCTION

More information

Hornsby Shire Council Position Description

Hornsby Shire Council Position Description Hornsby Shire Council Position Description Position Title: Procurement Manager Branch: Finance Reporting to: Position type: Permanent Full Time (35 Hrs) Division: Corporate Support Child Protection Risk

More information

For an informal discussion please contact Sharon Davies, Local Support Team Leader

For an informal discussion please contact Sharon Davies, Local Support Team Leader Faculty of Medicine and Health Sciences Norwich Medical School ADMINISTRATIVE ASSISTANT (Maternity Cover) Ref: SC2645 The Post Norwich Medical School is seeking an efficient and effective administrative

More information

North Cumbria University Hospitals NHS Trust - FoI 000999 Enclosure 01. Job Description

North Cumbria University Hospitals NHS Trust - FoI 000999 Enclosure 01. Job Description 1. JOB DETAILS Job Description Job title: Head of Communications and Reputation Management Accountable to: Director of Strategic Planning and Clinical Governance Location: Trust-wide across both hospital

More information

JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff

JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff JOB DESCRIPTION Facilities Manager Soft Services DIRECTORATE: Merlin Works DEPARTMENT: Facilities Management SALARY: 44,880 RESPONSIBLE TO: Head of Facilities Management RESPONSIBLE FOR: Team Leaders and

More information

Job Description. Information Governance & Health Records Manager

Job Description. Information Governance & Health Records Manager Job Description POST: GRADE: RESPONSIBLE TO: ACCOUNTABLE TO: Information Governance Facilitator A4C Band 3 0.93 WTE 35 Hours per week Information Governance & Health Records Manager Head of Information

More information

Operations. Transport Officer OP199. Operations Manager. Administration Officer

Operations. Transport Officer OP199. Operations Manager. Administration Officer Job Description Service Job Title Post No Salary Grade Operations Transport Officer OP199 E Hours 37 Responsible to Responsible for Operations Manager Administration Officer Purpose of Post: To support

More information

JOB DESCRIPTION. Information Governance Manager

JOB DESCRIPTION. Information Governance Manager JOB DESCRIPTION POST TITLE: Information Governance Manager DIRECTORATE: ACCOUNTABLE TO: BAND: LOCATION: CSS Head of Information Governance 8a CSS Job Purpose The Information Governance Manager will ensure

More information

JOB DESCRIPTION. Lead Practitioner for 2 year olds

JOB DESCRIPTION. Lead Practitioner for 2 year olds JOB DESCRIPTION POST TITLE: Lead Practitioner for 2 year olds POST NUMBER GRADE: SERVICE AREA SO1 Children s Services DIVISION / UNIT REPORTS TO: Head teacher MANAGES/SUPERVISES PRIMARY JOB FUNCTION The

More information

SOUTH OF ENGLAND ADVOCACY PROJECTS JOB DESCRIPTION

SOUTH OF ENGLAND ADVOCACY PROJECTS JOB DESCRIPTION SOUTH OF ENGLND DVOCCY PROJECTS JOB DESCRPTON Job Title Project Deputy CS Salary Scale NJC 32-34 ( 26,784 28,353) Reporting to Locality Job Purpose 1. The Deputy will be concerned with providing direct

More information

Job Description. Management Assistants, Team Administrators and Business Support Apprentice. Head of Integrated Governance

Job Description. Management Assistants, Team Administrators and Business Support Apprentice. Head of Integrated Governance Job Description Job Title: Reference No: Organisation: Department: Business Support Manager NHS Vale of York Clinical Commissioning Group Corporate and Governance Base: West Offices, Station Rise, York,

More information

CODE OF PRACTICE APPOINTMENT TO POSITIONS IN THE CIVIL SERVICE AND PUBLIC SERVICE MERIT PROBITY ACCOUNTABILITY

CODE OF PRACTICE APPOINTMENT TO POSITIONS IN THE CIVIL SERVICE AND PUBLIC SERVICE MERIT PROBITY ACCOUNTABILITY CODE OF PRACTICE APPOINTMENT TO POSITIONS IN THE CIVIL SERVICE AND PUBLIC SERVICE MERIT PROBITY BEST PRACTICE ACCOUNTABILITY CONSISTENCY Published in 2007 by the Commission for Public Service Appointments

More information

JOB DESCRIPTION. Post Title: PRINCIPAL S PA. Post Holder: [ADD POST HOLDER NAME]

JOB DESCRIPTION. Post Title: PRINCIPAL S PA. Post Holder: [ADD POST HOLDER NAME] JOB DESCRIPTION Post Title: PRINCIPAL S PA Post Holder: [ADD POST HOLDER NAME] The description of the duties, responsibilities and accountabilities for the post of Principal s PA within the Trust have

More information

COMPLAINTS POLICY AND PROCEDURE TWC7

COMPLAINTS POLICY AND PROCEDURE TWC7 COMPLAINTS POLICY AND PROCEDURE TWC7 Version: 3.0 Ratified by: Complaints Group Date ratified: July 2011 Name of originator/author: Name of responsible committee/ individual: Date issued: July 2011 Review

More information

Administrative Manager

Administrative Manager Job Description Administrative Manager Please ensure you read this JD very carefully before applying. Candidates must be able to show they match our employment criteria through either direct experience

More information

RISK MANAGEMENT POLICY AND STRATEGY. Document Status: Draft. Approved by. Appendix 1. Originator: A Struthers. Updated: A Struthers

RISK MANAGEMENT POLICY AND STRATEGY. Document Status: Draft. Approved by. Appendix 1. Originator: A Struthers. Updated: A Struthers Appendix 1 RISK MANAGEMENT POLICY AND STRATEGY Document Status: Draft Originator: A Struthers Updated: A Struthers Owner: Executive Director Corporate Services Version: 01.01.03 Date: 30/3/14 Approved

More information

FINANCIAL ACCOUNTANT. North East Water Enterprise Agreement 2011 - Band 5

FINANCIAL ACCOUNTANT. North East Water Enterprise Agreement 2011 - Band 5 NORTH POSITION: FINANCIAL ACCOUNTANT INCUMBENT: PORTFOLIO: BUSINESS UNIT: CLASSIFICATION: Corporate Services Finance North East Water Enterprise Agreement 2011 - Band 5 AWARD: Victorian Local Authorities

More information

DORSET CLINICAL COMMISSIONING (CCG) WORKFORCE LEAD - DEVELOPMENT BAND 7. Poole, with requirement for some travel across Dorset

DORSET CLINICAL COMMISSIONING (CCG) WORKFORCE LEAD - DEVELOPMENT BAND 7. Poole, with requirement for some travel across Dorset DORSET CLINICAL COMMISSIONING (CCG) WORKFORCE LEAD - DEVELOPMENT BAND 7 POST DETAILS Post Title: Directorate: Work Base: Reports to: Accountable to: Workforce Lead - Development Engagement and Development

More information

Education Business Partnership

Education Business Partnership OCTAVO PARTNERSHIP ROLE PROFILE AND PERSON SPECIFICATION TEAM: JOB TITLE: Education Business Partnership EBP Lead Consultant June 2015 ROLE PROFILE Job Title: EBP Lead consultant Grade Range: Grade 10

More information

SOMERSET COUNTY COUNCIL JOB DESCRIPTION. Quality Assurance for children in need of protection and children looked after.

SOMERSET COUNTY COUNCIL JOB DESCRIPTION. Quality Assurance for children in need of protection and children looked after. SOMERSET COUNTY COUNCIL JOB DESCRIPTION Post Number: Service: Job Title: Accountable to: Responsible for: NOM0295 Children and Learning Assistant Director - Quality Assurance Director of Children s Services

More information

Finance and Resources Audit Head of Internal Audit. Job Description and Person Specification

Finance and Resources Audit Head of Internal Audit. Job Description and Person Specification Finance and Resources Audit Head of Internal Audit Job Description and Person Specification May 01 1 J o b D e s c r i p t i o n Job Title: Service Area: Function: Team: Post number: Grade: Hours/weeks:

More information

JOB DESCRIPTION. Job Title: Pre-registration Pharmacist. Band: 5. Hours: 37.5 hours per week. Responsible to:

JOB DESCRIPTION. Job Title: Pre-registration Pharmacist. Band: 5. Hours: 37.5 hours per week. Responsible to: JOB DESCRIPTION Job Title: Pre-registration Pharmacist Band: 5 Hours: Responsible to: Accountable to: Professionally Accountable to: 37.5 hours per week Principal Pharmacist: Clinical Governance & Risk

More information

BENENDEN HOSPITAL TRUST JOB DESCRIPTION

BENENDEN HOSPITAL TRUST JOB DESCRIPTION BENENDEN HOSPITAL TRUST JOB DESCRIPTION Job Title and Band: Band 5 Procurement Manager Job Holder: Key Responsibilities Contributes to the delivery of the Benenden Group procurement strategy, including

More information

J O B S P E C I F I C A T I O N

J O B S P E C I F I C A T I O N J O B S P E C I F I C A T I O N DIRECTORATE: Corporate Services DIVISION/SECTION/UNIT: Human Resources Pay & Grading Team UNIT MANAGER: Phillip John POST TITLE: Technical Support Officer JOB FAMILY & ROLE

More information

JOB DESCRIPTION. Hours: 37.5 hours per week, worked Monday to Friday

JOB DESCRIPTION. Hours: 37.5 hours per week, worked Monday to Friday JOB DESCRIPTION Job Title: Head of Business Continuity & Risk Band: Indicative Band 8b Hours: 37.5 hours per week, worked Monday to Friday Location: Accountable to: Tatchbury Mount, Calmore, Southampton

More information

Code of Practice Revised Edition 2014

Code of Practice Revised Edition 2014 Code of Practice Revised Edition 2014 A CODE OF PRACTICE FOR ADVOCATES 1 Contents Page 1. Introduction... 3 2. The Advocacy Charter... 5 3. The Code of Practice... 7 4. References... 19 A CODE OF PRACTICE

More information

PRINCIPAL EMPLOYMENT LAWYER

PRINCIPAL EMPLOYMENT LAWYER Hammersmith & Fulham borough of opportunity PRINCIPAL EMPLOYMENT LAWYER Legal Services Application Pack Information for applicants Politically Restricted Posts Job Description Selection Criteria POLITICALLY

More information

Advocacy Assistant NHS Complaints Advocacy Service

Advocacy Assistant NHS Complaints Advocacy Service Advocacy Assistant NHS Complaints Advocacy Service JOB DESCRIPTION Post: Hours: Location: Accountable to: Pay: Advocacy Assistant 22 hours per week York Office or Home Based, although the role will require

More information

Health Information Officer Health Information and Quality Authority

Health Information Officer Health Information and Quality Authority CANDIDATES INFORMATION BOOKLET PLEASE READ CAREFULLY The Health Information and Quality Authority (HIQA) is undertaking a competition for the purpose of identifying suitable candidates for appointment

More information

Job Description / Person Specification

Job Description / Person Specification Job Description / Person Specification Job Title: Executive Support Manager Post Number: PO 2017 Division/Department/Section: Office of the Police and Crime Commissioner Line Manager Chief Executive PO

More information

ECH Inc POSITION DESCRIPTION. 3. Classification: As per contract negotiated with the incumbent

ECH Inc POSITION DESCRIPTION. 3. Classification: As per contract negotiated with the incumbent ECH Inc POSITION DESCRIPTION 1. Position title: Manager Retirement Living 2. Accountable to: Manager Independent Retirement Living 3. Classification: As per contract negotiated with the incumbent 4. Position

More information

Subject: Recruitment Administrators Report Number: 9

Subject: Recruitment Administrators Report Number: 9 Subject: Recruitment Administrators Report Number: 9 Report to: Business Management and Appointments Committee Date: 23 May 2006 Report of: Executive Director of Corporate Services 1 Recommendation 1.1

More information

JOB DESCRIPTION. Associate Director of Health Informatics

JOB DESCRIPTION. Associate Director of Health Informatics JOB DESCRIPTION Job Title: Band: Hours: Responsible to: Responsible for: Base: Associate Director of Health Informatics 8d 37.5hrs Director of Finance & Information Informatics function (to include IT,

More information

JOB DESCRIPTION. Enhanced CRB with Both Barred Lists Check

JOB DESCRIPTION. Enhanced CRB with Both Barred Lists Check JOB DESCRIPTION JOB TITLE: Service Manager (Access) BAND: Agenda for Change Band (Band 8b) HOURS AND: DURATION As specified in the job advertisement and the Contract of Employment AGENDA FOR CHANGE (reference

More information

Provide support and cover for other Lead Administrators, as well as support and cover for other members of the team.

Provide support and cover for other Lead Administrators, as well as support and cover for other members of the team. Job title: Lead Administrator Band: 3 Group: Work location: Responsible to: Resources Gloucester Business Support Manager Job purpose The Lead Administrator will be a member of the Business Support Team

More information

LONDON BOROUGH OF MERTON CORPORATE SERVICES DEPARTMENT JOB DESCRIPTION

LONDON BOROUGH OF MERTON CORPORATE SERVICES DEPARTMENT JOB DESCRIPTION LONDON BOROUGH OF MERTON CORPORATE SERVICES DEPARTMENT JOB DESCRIPTION POST TITLE: Grade: Department: Location: Responsible to: Responsible for: Head of Facilities Management MG1 Corporate Services Various

More information

Emily House, Kensal Road, London W10 5BN

Emily House, Kensal Road, London W10 5BN JOB SCRIPTION Role: epartment: Location: Reporting to: Supervising: Fire Safety Officer Secretariat mily House, Kensal Road, London W10 5BN Health and Safety Manager No direct line management Grade: The

More information

Business Continuity Manager

Business Continuity Manager Hammersmith & Fulham borough of opportunity Business Continuity Manager Residents Services Application Pack Job description Designation: Business Continuity Manager Post Number : Department: Residents

More information

JOB DESCRIPTION. Role Summary

JOB DESCRIPTION. Role Summary JOB DESCRIPTION Job Title: Hours of Work: Department: Location: Responsible to: Responsible for: Group Sales Assistant 35 hours Fan Centre Goodison Park Head of Ticketing No Line Management responsibility

More information

Job Description. Rent Manager. 1 P a g e. JD/RentManager/July 2013/RH

Job Description. Rent Manager. 1 P a g e. JD/RentManager/July 2013/RH Job Description Rent Manager JD/RentManager/July 2013/RH 1 P a g e DWP Housing Partnership Rent Manager Main Purpose The Rent Manager is responsible for managing an efficient and effective collection of

More information

JOB DESCRIPTION - CHIEF ACCOUNTANT. Band 8b - 51,471-68,379 (Inclusive Of London Weighting)

JOB DESCRIPTION - CHIEF ACCOUNTANT. Band 8b - 51,471-68,379 (Inclusive Of London Weighting) JOB DESCRIPTION - CHIEF ACCOUNTANT Salary Band: Band 8b - 51,471-68,379 (Inclusive Of London Weighting) Location: Salton House Responsible To: Financial Controller Professionally Accountable To: Deputy

More information

JOB DESCRIPTION MAIN PURPOSE OF POST:

JOB DESCRIPTION MAIN PURPOSE OF POST: JOB DSCRIPTION POST TITL: Administrator BAS: St Marks Hospital, Maidenhead BAND: 3 LIN MANAGR: Mobility Service Manager PROFSSIONAL ACCOUNTABILITY: Mobility Service Manager MAIN PURPOS OF POST: The Mobility

More information

Devon County Council. Children & Young Peoples Services Directorate. Complaints & Representations Policy

Devon County Council. Children & Young Peoples Services Directorate. Complaints & Representations Policy Devon County Council Children & Young Peoples Services Directorate Complaints & Representations Policy Created April 2008-amended Sept 2009 1 Index 1. Introduction 2. Legislative Background and National

More information

Job Description. Job Title: Social Worker Intake Team

Job Description. Job Title: Social Worker Intake Team Job Description Job Title: Social Worker Intake Team Grade: SWMS 33 40: The pay scale for qualified Social Workers ranges from 29898 through to 35772 and there is an additional 100 monthly supplement for

More information

Fairness at Work (Grievance Policy & Procedure)

Fairness at Work (Grievance Policy & Procedure) Fairness at Work (Grievance Policy & Procedure) Publication Scheme Y/N Department of Origin Policy Holder Author Related Documents Can be Published on Force Website HR Operations Head of HR Operations

More information

RMBC s Governance Framework for Significant Partnerships

RMBC s Governance Framework for Significant Partnerships RMBC s Governance Framework for Significant Partnerships 1.0 Introduction 1.1 Corporate governance describes how organisations direct and control what they do. For a council, this includes how it relates

More information

POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS

POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS Attachment 1 Position Title: Administration Assistant Responsible to: Office Manager Responsibility: Office Administration Current Incumbent: (Vacant)

More information

Job description. Job title: Server Infrastructure Analyst 1

Job description. Job title: Server Infrastructure Analyst 1 Job description Job title: Server Infrastructure Analyst 1 Department: Resources Service: IT Service Grade: G Post reference number: 1 Job purpose To provide specialist enterprise level design, planning,

More information

POSITION DESCRIPTION

POSITION DESCRIPTION POSITION DESCRIPTION Position Title: General Manager, Clinical Research Domain Employer: Baker IDI Heart and Diabetes Institute Domain: Clinical Research Supervisor/Manager: Head, Clinical Research Domain

More information

JOB DESCRIPTION. Tatchbury Mount base and other Southern Health Sites as required

JOB DESCRIPTION. Tatchbury Mount base and other Southern Health Sites as required JOB DESCRIPTION Job Title: Band: Hours: Location: Accountable to: Lead Manager for Workforce Planning & Resourcing 8a 37.5 per week Tatchbury Mount base and other Southern Health Sites as required Deputy

More information

Complaints, Comments & Compliments Policy

Complaints, Comments & Compliments Policy Complaints, Comments & Compliments Policy 1. INTRODUCTION We welcome our customers views and will use them to improve our services. The purpose of this policy is to provide a framework for dealing with

More information

Data Analysis Officer - Service Development Team

Data Analysis Officer - Service Development Team Job Title: Data Analysis Officer - Service Development Team Job Grade: Band 4-5 Directorate: Job Reference Number: Adults, Health and Community Wellbeing P01012 The Role Work closely with the Service Development

More information

Job Description. Pay band 6

Job Description. Pay band 6 Job Description Job title Pay band 6 Reports to eam leader Location Holborn, London WC1 or Harrogate Job summary Promoting the highest possible standards of patient care, and employee and public safety,

More information

Registered Nurse Clinical Services

Registered Nurse Clinical Services JOB DESCRIPTION SECTION IDENTIFICATION Job Title: Responsible to: Hospice Band: Department: Location: Registered Nurse Clinical Services Clinical Services Manager Band 6 Day Therapy Unit Nottinghamshire

More information

CLEANING CONTRACT MANAGER

CLEANING CONTRACT MANAGER Hammersmith & Fulham borough of opportunity CLEANING CONTRACT MANAGER Environment Services Department Application Pack Job Description Selection Criteria JOB DESCRIPTION Designation: Contract Manager (Cleaning)

More information

Senior Manager Commercial Lending - Position Description

Senior Manager Commercial Lending - Position Description Document Control Region: Role: Classification: Reports to: Present Incumbent: Prepared by: All Senior Manager Commercial Lending Full Time Chief Member Service Officer Vacant Human Resources Date approved/updated:

More information

PERSONNEL SPECIFICATION FACTORS ESSENTIAL % DESIRABLE % Minimum of 5years or above post registration experience working in an acute hospital setting.

PERSONNEL SPECIFICATION FACTORS ESSENTIAL % DESIRABLE % Minimum of 5years or above post registration experience working in an acute hospital setting. PERSONNEL SPECIFICATION POST: Sister/Charge Nurse Night Duty Band 7 DEPARTMENT: LOCATION: Emergency Care and Medicine South West Acute Hospital DATE: September 2012 FACTORS ESSENTIAL % DESIRABLE % QUALIFICATIONS

More information

Job Description. Regularly reviews workflow operations and ensures contracted KPIs and service standards are met.

Job Description. Regularly reviews workflow operations and ensures contracted KPIs and service standards are met. Job Description Job Title: Location: Reporting to: Accountable to: Microbiology Service Lead TDL North West London TDL Microbiology Head of Department TDL Group Laboratory Director Job Summary: Responsible

More information

Reparation Protocol i

Reparation Protocol i Reparation Protocol i ii Contents: Aims and Objectives of Reparation 5 1 Health and Safety 6 2 Risk Management 6 3 Safeguarding 6 4 Code of Conduct 7 5 Information Sharing 8 6 Reparation Process 8 7 Expectation

More information

Information Governance Policy A council-wide information management policy. Version 1.0 June 2013

Information Governance Policy A council-wide information management policy. Version 1.0 June 2013 Information Governance Policy Version 1.0 June 2013 Copyright Notification Copyright London Borough of Islington 2012 This document is distributed under the Creative Commons Attribution 2.5 license. This

More information

Any job offer is subject to DBS approval, undertaking child protection training and satisfactory references.

Any job offer is subject to DBS approval, undertaking child protection training and satisfactory references. Just for Kids Law Applicants Pack Youth Justice Lawyer Below we have included key information about our charity and the role. Read this document alongside the role description and person specification

More information

Recruitment and Selection Services Centre Team Leader

Recruitment and Selection Services Centre Team Leader Job Description Recruitment and Selection Team Leader Band 5 Job Title: Band: Reports to: Recruitment and Selection Services Centre Team Leader 5 ( 21,388-27,901 per annum) Service Delivery Manager Accountable

More information

Compliments and Complaints Policy and Procedure. September 2014

Compliments and Complaints Policy and Procedure. September 2014 Compliments and Complaints Policy and Procedure September 2014 The current version of all policies can be accessed at the NHS Sheffield CCG Intranet site http://www.intranet.sheffieldccg.nhs.uk/ VERSION

More information

JOB PROFILE. Collaborate and work effectively with team members within the section and the rest of the Transformation Service.

JOB PROFILE. Collaborate and work effectively with team members within the section and the rest of the Transformation Service. JOB PROFILE Job Title: Principal Commissioning Officer Consultant 3 Department: Corporate Resources Ref: DCC/14/0344 Section: Transformation Service Job Family: Transformation Job grade: 12 Purpose of

More information

Job Description. Barnet Band & scale range. No. of staff responsible for 0 Budget responsibility ( ) Purpose of Job

Job Description. Barnet Band & scale range. No. of staff responsible for 0 Budget responsibility ( ) Purpose of Job Job Title Barnet Band & scale range Reports to Service area No. of staff responsible for 0 Budget responsibility ( ) Purpose of Job Job Description Partnership Manager Commissioning Group The will support

More information

Information Governance Strategy and Policy. OFFICIAL Ownership: Information Governance Group Date Issued: 15/01/2015 Version: 2.

Information Governance Strategy and Policy. OFFICIAL Ownership: Information Governance Group Date Issued: 15/01/2015 Version: 2. Information Governance Strategy and Policy Ownership: Information Governance Group Date Issued: 15/01/2015 Version: 2.0 Status: Final Revision and Signoff Sheet Change Record Date Author Version Comments

More information

POSITION DESCRIPTION

POSITION DESCRIPTION POSITION DESCRIPTION POSITION TITLE: REPORTS TO: STAFF REPORTING TO THIS POSITION: Registered Nurse The Registered Nurse reports to the Residential Services Manager Enrolled Nurses/Care Workers Purpose

More information

FRASER DAWBARNS LLP GENERAL TERMS OF BUSINESS

FRASER DAWBARNS LLP GENERAL TERMS OF BUSINESS 1. Status FRASER DAWBARNS LLP GENERAL TERMS OF BUSINESS Fraser Dawbarns LLP ( the Firm ) is a Limited Liability Partnership which is registered at the Law Society number OC353893 and authorised and regulated

More information

Inspector Manager (Healthcare) Health Information and Quality Authority

Inspector Manager (Healthcare) Health Information and Quality Authority CANDIDATES INFORMATION BOOKLET PLEASE READ CAREFULLY The Health Information and Quality Authority (HIQA) is undertaking a competition for the purpose of identifying suitable candidates for appointment

More information

Database and Marketing Insight Officer

Database and Marketing Insight Officer Database and Marketing Insight Officer Job Description Job Title: Database and Marketing Insight Officer Reports to: Head of Marketing & Communications Close liaison with: Head of Donor Development Salary:

More information

Carolyn McConnell, Head of Patient Experience Tel: (0151) 529 5530 Email: carolyn.mcconnell@thewaltoncentre.nhs.uk. Document Type: POLICY Version 2.

Carolyn McConnell, Head of Patient Experience Tel: (0151) 529 5530 Email: carolyn.mcconnell@thewaltoncentre.nhs.uk. Document Type: POLICY Version 2. Complaints Policy Author and Contact details: Responsible Director: Carolyn McConnell, Head of Tel: (0151) 529 5530 Email: carolyn.mcconnell@thewaltoncentre.nhs.uk Director of Strategy & Planning Approved

More information