During April 2021 - March 2022:
4,062 young people received advice and support
1,808 young people were supported by us during the year (some 859 at any one time)
1,139 young people lived in our 40+accommodation schemes
601 young people stayed with us every night
84% of young people moved on from St Basils in a planned, positive way
CLOSING DATE: Monday 18th November 2024
*Interviews to be held Monday 25th November 2024*
Job Title: Policy & Complaints Officer
Reports to: Policy & Complaints Manager
Salary: Scale 6, Points 26-28, £26,229 - £27,982 per annum, pro rata
Hours of work: Part Time (22.5 hours per week)
Key Responsibilities:
Policy
o Review and amend policy drafts and suggest improvements to existing policies.
o To amend and develop policies as required in consultation with lead officers.
o Engage key stakeholders in the policy review process.
o To support the review of all Policies and Procedures within the agreed timeframes.
o To support in the development of new Policies and Procedures as and when identified by the organisation, by external regulatory bodies, internal auditors, commissioners, changes in law and best practice models.
o To undertake research to enable policies to meet external legal and regulatory requirements.
o To present policies in the agreed format.
o To provide support to lead officers/policy writers.
o To prepare feedback for participating staff, key stakeholders and external partners involved in the review process.
o To maintain accurate records of version control for the efficient administration of the policy review process and for audit purposes.
Complaints
o Ensure that complaints are handled in an appropriate and timely manner
o Use interpersonal and communication skills in dealing with what are frequently complex and sensitive situations.
o Gather information / evidence from various sources when carrying out complaint investigations.
o Evaluate information and make independent judgements, requiring the analysis and interpretation of facts.
o To support the process of investigations into complaints in line with the Comments, Complaints and Compliments Policy, including:
+ Monitoring the receipt of new comments, complaints and compliments (feedback)
+ Acknowledging the feedback in an appropriate manner
+ Identifying the most appropriate method of dealing with the feedback, in consultation with colleagues
+ Monitoring the progress of how feedback is being addressed, intervening or escalating where insufficient or improper progress is taking place.
+ Supporting or taking the lead on specific cases (subject to complexity)
+ Ensuring that all correspondence is reasonable and consistent with St Basils’ approaches (for example, PIE)
+ Supporting the production of KPIs and accurate record keeping in all areas supporting the business to focus on positive.
QUALIFICATIONS:
Essential:
* Maths & English GCSE Grade C or Above
* To undertake any necessary training that is required in order to fulfil the objectives of the post.
* To prepare for and undergo performance appraisal and supervision.
Desirable:
* Educated to degree level in a related subject area or equivalent through work experience
ROLE EXPERIENCE:
Essential:
* Demonstrated experience in working within a policy framework.
* Complaint handling experience, recognising and handling in an appropriate manner, confidential or sensitive information.
* Experience of successfully managing own workload in an environment where deadlines and priorities frequently change and are often conflicting.
* To manage sensitive and confidential client data.
* Experience of dealing with the public
Desirable:
* Operating in a supported housing environment
* Legislation and regulation
* Experience using spreadsheets and Microsoft 365 Apps
* Experience of policy development
KNOWLEDGE
Essential:
* Awareness of policy review processes in relation to legislation, regulation, good practice and the delivery of services.
* Awareness of the Housing Ombudsman Service Complaint Handling Code
* Knowledge of and commitment to EDI/Anti-Discriminatory Practice
Desirable:
* Knowledge of how EDI relates to the supported housing sector.
* Experience of working within the Housing Ombudsman Service Complaint Handling Code
* Use of Microsoft Apps / Power BI