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Case Management Officer - London, United Kingdom - iWork Recruitment Limited

iWork Recruitment Limited

Verified Company

London, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Contract to start until with a possible extension.

Job Purpose
To be a key component of the Customer Assurance process by undertaking all reviews (including Statutory and LGO reviews), appeals, complaints and senior level MP/member enquiries owning, co
- ordinating and managing these cases to a successful conclusion by investigating, assessing and identifying appropriate solutions.

These cases to be progressed in accordance with statutory and corporate deadlines and to comply with all relevant legislation and Client policy ensuring that the main focus is on solving the issues and following up outstanding actions whilst ensuring that all stakeholders, particularly the Councillor and/or customer, are kept informed and updated at all times until the case has been resolved.

To provide advice, as requested by officers, on individual decisions to ensure that they are in line with the policy, statute and case-law relating to the service area supported and, where case outcomes require it, make suggestions to relevant officers that will help ensure that their future decisions are consistent with policy, statute and case law.

To provide information that contributes to the improvement of the customer experience by ensuring all information relating to progress and outcomes of cases are properly recorded in a timely manner.

Main Duties and Responsibilities

To provide an efficient and responsive case management service, ensuring that all reviews, complaints, appeals and senior level MP/member enquiries for the service area supported are dealt with in accordance with legislation and Council policy, and in compliance with statutory and corporate deadlines.

To manage a caseload of reviews, appeals and enquiries, liaising closely with Service Managers and Head of Service to ensure the consistent and thorough investigation and handling of cases by taking ownership, logging details and updates appropriately on the system and identifying appropriate solutions by working with stakeholders and making value judgements based on an in-depth knowledge of the particular service(s) balancing resource costs against short-term and long-term outcomes

To co-ordinate and manage the actions and information required to address each case using the Client's iCasework system to manage the workflows ensuring that all parties involved know what is required of them and timescales for the completion of their action points.

To provide advice as requested by officers and managers helping to ensure their decision making is in line with statute, case-law and policy relating to the service area supported.

To ensure that all stakeholders, especially the MP, councillor and/or customer, are regularly updated on progress in addressing the issues raised until they reach a satisfactory conclusion, communicating decisions and raising any operational matters arising from case outcomes to relevant officers.

To liaise with the Council's Legal Department and client's legal representatives to agree decisions, discuss matters of law and interpretation, draft affidavits and attend court wherever necessary and work with the Camden Insurance team to ensure all claims against the Client are dealt with appropriately.

To authorise any service provision required as a result of a statutory review or case review (e.g. extension or provision of temporary accommodation, building repair etc) up to a level agreed with the Team Leader (notional value £10,000) or recommend to Customer Assurance Team Leader for service provision that exceeds the agreed limit

To keep up to date with statute, case law, policies and initiatives for the service area supported within Housing & Adult Social Care to ensure that all responses to Councillors, customers and other Stakeholders are in line with current legislation, policy and procedures

To make sure Customer Assurance performance reports for the service area supported are robust and within agreed deadlines by ensuring that all case related information is recorded in an accurate and timely manner

To provide customers with advice that promotes self-help and the provision of value added services.

Skills
(HCC) Plain English and use of appropriate language.

Ability to translate complex information into Plain English

RQ

Salary:
£18.45 per hour

Schedule: