Senior Complaints and Feedback Officer - South Shields, United Kingdom - The Jeya Group Ltd

The Jeya Group Ltd

Verified Company

South Shields, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Council is seeking someone with advanced experience of managing Social Care complaints.

The role will focus primarily on Children Social Care complaints, but will also cover complaints relating to Adult Social Care.

The role will take on the duties of the Designated Complaints Manager and will lead on ensuring the Council has the appropriate systems and procedures in place so that complaints are processed in a timely, fair and transparent manner, while ensuring the Council complies with its legislative requirements.

The post will be responsible for overseeing complaints related to social care.

This will involve working closely with complainants and investigating officers, while ensuring that the statutory procedures are followed at all times.

The post will also be responsible for reviewing, updating and creating appropriate policies and procedures for handling social care complaints.

Hybrid working is available, but the post holder will be required to attend meetings and training in person, as well as attend any Stage 3 complaint panels in person, so the post would benefit someone based within the North East region.

Key Tasks of the Post:

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 and meet legal requirements under the Local Authority Social Services and National Health Service Complaints (England) Regulations, 2009.
To manage a high-quality feedback service, which enhances outcomes for users of Children's and Adults' social care services, informs service improvement and supports quality assurance.
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.
To establish robust systems to support the co-ordination of complaints that progress through the stages of the statutory complaints procedures, working with managers and staff so that complaints are resolved at the earliest stage and where appropriate advising managers at all levels on appropriate forms of redress where complaints are upheld.
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.
To understand and be conversant with Safeguarding Children and Safeguarding Adults policy and practice and to liaise on such matters. Also to provide relevant advice and guidance on complaints matters in relation to safeguarding procedures.
To manage the Safeguarding Adults complaints procedures and Safeguarding Children's complaints procedures ensuring that complaints are addressed under these procedures where appropriate.
To work in partnership and follow protocols established with NHS colleagues in accordance with the Social Services and National Health Service Complaints (England) Regulations, 2009. To coordinate the investigation of complaints, which involve both agencies, and to ensure a coordinated response is provided for complainants.
To be responsible for any response as might be required to complaints and enquiries made to the Chief Executive, Members and the Local Government and Social Care Ombudsman Office regarding social care issues.
To ensure that the complaints procedure is publicised widely among service users and their carers in appropriate formats and languages.
To work with service users/complainants who might be considered vulnerable or at risk and who are experiencing emotional crises in their lives. This may include dealing with disagreeable and hazardous situations which are an unavoidable feature of the service and to deal with subsequent verbal abuse and/or threats.
To alert senior managers and colleagues about potential threats from aggrieved complainants and to situations which potentially have serious implications for the Council. As well as implement and manage the vexatious and unreasonable complainants policy where appropriate.
To recruit, train and support independent investigating officers appointed from within the Council, setting and monitoring standards of performance. Including quality assuring the content of reports and responses from Investigating Officers, making amendments as necessary, to ensure that they meet high quality standards in accordance with Council requirements.
To advise, assist and support service users, carers and their representatives in making complaints/representations and where appropriate to achieve this via an advocate. To arrange a mediation service where appropriate and access appropriate independent services for complainants in need of practical support. In particular ensuring that arrangements are in place for children and young people have access to an advocacy ser