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: Sunday 17th November 2024 *Interviews to be held Monday 25th November 2024* Job Title : Policy & Complaints Officer - Fixed Term Contract until 31.03.2025 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 Review and amend policy drafts and suggest improvements to existing policies.
To amend and develop policies as required in consultation with lead officers.
Engage key stakeholders in the policy review process.
To support the review of all Policies and Procedures within the agreed timeframes.
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.
To undertake research to enable policies to meet external legal and regulatory requirements.
To present policies in the agreed format.
To provide support to lead officers/policy writers.
To prepare feedback for participating staff, key stakeholders and external partners involved in the review process.
To maintain accurate records of version control for the efficient administration of the policy review process and for audit purposes.
Complaints Ensure that complaints are handled in an appropriate and timely manner Use interpersonal and communication skills in dealing with what are frequently complex and sensitive situations.
Gather information / evidence from various sources when carrying out complaint investigations.
Evaluate information and make independent judgements, requiring the analysis and interpretation of facts.
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