Case Management
The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites, we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health, housing, and exceptional funding cases.
Civil Case Management
The Legal Aid Agency (LAA) is responsible for making sure legal aid services from solicitors, barristers, and the not-for-profit sector are available to the general public. Our work to administer legal aid is essential to the fair, efficient, and effective operation of the criminal justice systems, and we work closely with legal providers and the wider Ministry of Justice (MoJ) to achieve our purpose. This commitment is at the heart of our day-to-day decision-making and our work to improve legal aid services. The engagement and commitment of our staff is crucial to achieving our purpose. Together we show openness, honesty, and commitment, and, of course, to deliver results.
Civil Case Management is responsible for the processing applications and claims for costs for legal aid and associated items of work.
Job Summary
The role will principally be to effectively lead a team to meet Key Performance Indicators, analysing performance statistics and developing team members to ensure an effectively engaged team on a daily basis.
Key Responsibilities:
1. Planning of internal resources to ensure all business targets are met, including individual quality and productivity targets, collating, and analysing data to inform decisions, escalating issues as they emerge and helping to find effective solutions.
2. Analysis of financial and performance management data to identify key issues and ensure appropriate action is taken to address areas of concern.
3. Setting and communicating a clear direction for the team in relation to the Agency’s aims, objectives, purpose, and vision to ensure understanding and engagement in the vision.
4. Supporting the internal transformation programme ensuring that teams are aware of proposed changes that affect them and feel supported throughout the process.
5. Ensuring performance meetings are held in line with the MoJ process and conversations are meaningful for both individuals and the LAA, providing constructive and honest feedback on performance.
6. Setting SMART targets and objectives for the direct reports in the team and for self to ensure effective performance management can take place.
7. Undertake succession planning for the team recognising the potential in team members and encouraging them to achieve their potential including conducting 1-2-1 meetings, touch point meetings, absence reviews, mentoring, coaching, setting objectives and developing training plans.
8. Ensuring that internal processes are fit for purpose and making recommendations for improvement, showing an awareness of risks inherent in internal processes, including Health and Safety and Information Awareness. Ensure risks are logged, relevant managers made aware and appropriate action taken.
9. Take responsibility for the effective management of poor performance and absence issues on the team from both a team and individual perspective, understanding and addressing any issues as they arise in line with MoJ policies and procedures.
10. Take a leading role in the recruitment and selection of staff locally ensuring campaigns are run in line with MoJ Recruitment guidelines.
11. Encourage, handle, and respond to feedback from staff, customers, partners, and suppliers to develop and improve services.
12. Ensure actions are completed against team action plans arising out of the annual People Survey and engage team in actions.
13. Promote equality & diversity, treating everyone fairly and actively, encouraging ideas and contributions from all members of your team and across the case management teams.
14. Communicate effectively with people from across the business to foster effective and productive working relationships with all stakeholders.
15. Support team engagement and communication, delivering team briefings and cascading messages. Take a leading role in team meetings, encouraging the sharing of views, ideas, and solutions.
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