Casework Officer£22,401 - £24,657

We are seeking to appoint a Casework Officer, based in the Ombudsman’s front line complaint handling team.

The successful candidate will be responsible for considering and responding to complaints on behalf of the Ombudsman. Casework Officers carry their own caseloads and the ability to manage casework is essential. Excellent oral communication skills are essential, as the role involves direct telephone and personal contact with complainants and with representatives of bodies within the Ombudsman’s jurisdiction.

The ability to absorb and retain a wide range of knowledge of the Ombudsman’s jurisdiction is essential, as is the ability to signpost members of the public to other appropriate services.

This is a permanent position. The Ombudsman offers a bilingual service and applications are particularly welcomed from those who can communicate in the Welsh language.

Starting pay on appointment will depend upon relevant skills and experience.

Completed application forms must be received by 23:59 Sunday 17 June 2018.

Applications received after this date will not be considered.

The Ombudsman is committed to equal opportunities.

Notes for Candidates

IntroductionThank you for expressing an interest in a position within the office of the Public Services Ombudsman for Wales (PSOW). Our recruitment process aims to attract quality applicants and above all to recruit the right people. This document contains information about the PSOW, the recruitment process and our employment terms and conditions which you may find useful.

About the PSOWThe function of the Ombudsman is to investigate complaints from members of the public about unfair treatment or where they have received a poor service through some failure on the part of a public body in Wales. The Ombudsman will also investigate complaints that a member of a local authority in Wales may have breached their council’s statutory code of conduct for members.

The Ombudsman relies on the contribution of staff for the consistent and effective delivery of high quality service.

Please visit our website www.ombudsman-wales.org.uk for further information.

Equality & Diversity MonitoringThe PSOW strives to ensure that people using his service, or who are employed by him, are treated equally and that he does not inadvertently discriminate against members of any particular group in society.

In order to help us monitor this, we would be grateful if you could complete and return the attached form with your application.

We would like to reassure you that this form will be handled separately from your application form when it is received by this office. It will not be used to assess your suitability for employment.

Applying for a job at the office of the PSOWAs part of our Recruitment and Selection Policy we want to ensure that every applicant is treated fairly. The only information that is used to decide whether or not to shortlist an applicant, is the information provided in your application form. Your application form is therefore very important and this section is designed to help you to complete it. If you already work for us we still require the same range of information in relation to the job you are applying for.

Job Description & Person SpecificationEvery post advertised by the PSOW is supported by a Job Description and Person Specification. The Job Description outlines the main duties of the post, and the Person

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Specification describes the knowledge, experience and skills required for the position. If, after reading the Job Description, you are still interested in the job, then consider whether you have the relevant skills and experience as detailed in the person specification. If you do, consider how to demonstrate this. In your application form (see the next section) make sure that you give enough detail about how you meet each of the criteria.

Completing the Application FormRead through the application form carefully before you write anything to make sure that you are clear about what is being asked. You may find it helpful to do a rough version first – this avoids mistakes and allows you to organise your application properly. Please note that it is our usual practice to only accept application forms, not CVs and therefore if your application is not fully completed or is marked ‘see CV’, it will not be considered.

To apply for this post please submit the Application Form and Equal Opportunities Monitoring Form to

RecruitmentPublic Services Ombudsman for Wales1 Ffordd yr Hen GaePencoed BridgendCF35 5LJ

or by email to: recruitment@ombudsman-wales.org.uk

Personal DetailsYou must complete this section accurately as the information you provide here helps us to comply with the Asylum and Immigration Act 1996. We are unable to offer employment to someone who does not have the right to live and work in the UK. If you are offered the post, it is conditional on you providing proof of this right through documentation such as a national insurance number, P45 or Passport. Further guidance can be provided upon request.

Previous EmploymentWhen completing this section of the application form, please make sure you include details of your current or most recent job, even if you feel that the job is not relevant to your current application. You should explain the main features of your role, including things that you are or were responsible for, but do not go into too much detail. You should, where possible, confirm salary details for your current or most recent job.

You will have the opportunity to expand on the skills and experience that are most relevant to your application later in the form.

You should also provide details of your past employment, starting with the most recent job and accounting for any periods of time not spent in further education or employment.

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QualificationsThe Person Specification sets out any qualifications required for the job, and you should list these in this section. You may also want to include any other qualifications you possess or training courses you have attended that you feel are relevant for the post. If you are offered the post, we will need to view the qualification certificates that you list.

It is very important to answer the question relating to previous convictions on the application form honestly and carefully. Please take time to consider the information. If you have a criminal record then this will not automatically prevent you being employed. We will take the nature of your offence and its relevance to the job into consideration.

Should you be employed and it subsequently comes to light that you failed to disclose a conviction or warning, then it is likely that your employment will be at risk.

ReferencesAll appointments require receipt of two references that are deemed satisfactory by the PSOW’s interview panel. Referees will only be approached following an offer of employment.

Your two referees should represent your current or most recent employer and a previous employer. Within this framework, you should give details of the person(s) most able to confirm your suitability for the post for which you are applying. The PSOW reserves the right to contact any other past employers it deems necessary. If you have not worked in paid employment, you may provide the name and address of anyone who knows you well and who will be able to confirm the information you have provided and comment on your suitability for the job.

Health Questionnaire and Occupational Health ReferralsPrior to employment with the PSOW you will be asked to complete and return a Health Questionnaire. 

If you are employed the Ombudsman may, at any time, require you to consent to a medical examination, at the employer’s expense, by an Occupational Health adviser and/or a doctor nominated by the Ombudsman.  You will be asked to agree that any report produced in connection with any such examination may be disclosed to the Ombudsman and that we may discuss the contents of the report with our adviser(s) and/or the relevant doctor.

Your SkillsThis section of the application form is very important. Use it to demonstrate how your knowledge, experience and skills match the selection criteria listed in the Person Specification. If necessary, you can continue on a maximum of two additional A4 sheets.

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Each additional sheet must be numbered and must include your name and the job title of the position you are applying for.

Welsh Language SkillsOur Welsh Language Policy outlines a set of core principles aimed at ensuring the equal treatment of both Welsh and English in the workplace. In order to achieve these aims, we ask all applicants to indicate their skill level in the Welsh language.

During shortlisting of applications, additional weight will be given to those who can work in the Welsh language.

Where you have indicated on your Application Form the ability and willingness to work in the medium of Welsh

1) your language skills will be tested should you be shortlisted; 2) if you are employed you will be expected to conduct some of the business of the

Ombudsman’s office in Welsh.

DeclarationWhen you have completed the application form, read it through carefully, checking for any errors and to make sure you have not missed anything out. Then sign and date it to confirm that the information is correct. An electronic signature is acceptable for applicants wishing to return the completed application form by email.

Interview ProcessThe closing date for the receipt of completed application forms is 23:59 on Sunday 17 June 2018.

We anticipate that shortlisting will take place on 18 June 2018 and interviews will take place on 19/20 June 2018.

Please note that shortlisted candidates will be asked to complete exercises relevant to the role of Casework Officer, prior to a formal interview.

If you require any special requirements because of, for example a disability, please contact Corporate Services on 01656 644214 or corporate.services@ombudsman-wales.org.uk who will be pleased to assist you.

Working HoursFull time hours of work are 37 hours per week, although requests for part time working may be considered. The PSOW is committed to operate a flexible working scheme.

Annual Leave

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Annual leave entitlement is 32 days per year plus public holidays and a half day on the last working day before Christmas. Part time employees are entitled to a pro rata amount of leave and bank holidays based on contracted hours.

Pension SchemePSOW employees are eligible for membership of the current Civil Service Pension Scheme.

About this packThese notes are accompanied by the following documents:

Application Form Job Description Person Specification Equal Opportunities Monitoring Form

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JOB DESCRIPTION

Post: CAT Casework Officer

Responsible to: Investigation Manager, Complaint Advice Team (CAT)

Responsible for: No management responsibility

Salary: PSOW Grade CA1 – CA4

Purpose: To be an effective member of a team providing casework support to the CAT manager and investigators; to provide a courteous, informative and responsive service to members of the public and others who contact the Ombudsman’s office and independent sign posting service. To manage a caseload and exercise, as appropriate, the Ombudsman’s delegated authority.

Tenure: The post is permanent and pensionable. Part-time working/job sharing may be available in which case the salary is on a pro-rata basis.

Principal Accountabilities:

1. To provide casework support to the CAT manager and investigators, recording details as necessary on the Case Management System

2. To register new complaints in accordance with the Ombudsman’s procedures

3. To update the case management system as necessary

4. To deal efficiently and courteously with enquiries from members of the public or others whether received by telephone, letter, e-mail or by visit, providing appropriate information and advice and making relevant records in accordance with the Ombudsman’s procedures

5. To give initial consideration to complaints made to the Ombudsman, to contribute, commensurate with the grade of the post, to outcomes including closure, informal resolution or referral onwards, and to make recommendations to senior colleagues as appropriate.

6. To exercise, as appropriate, the Ombudsman’s delegated authority, making and communicating casework decisions as necessary

7. To contribute constructively to developing and improving office procedures, policies and plans

8. To maintain a broad understanding of key changes in law and practice affecting the Ombudsman’s jurisdiction

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9. To act in accordance with the Ombudsman’s Policy Statement on Equal Opportunities

10. Any other duties, commensurate with the skills and experience the post holder is expected to have and commensurate with the grade, which from time to time may be allocated by a relevant line manager.

Person Specification

Essential:

1. Excellent administrative skills. It is unlikely that anyone without two years experience in a general office environment will have the necessary skills

2. Excellent written and oral communication, together with good interpersonal skills and telephone manner

3. A good team member but with the ability to act on own initiative

4. A broad knowledge and understanding of the Ombudsman’s jurisdictions or an ability to gain such along with an understanding of the operation of relevant legislation and complaints procedures. To keep abreast of current developments

5. Absolute discretion and an understanding of the need for confidentiality

6. Good IT skills including the use of Word and other Office software.

7. Experience of providing a service which is fair and equitable to all regardless of gender, marital status, ethnicity, religious denomination, sexual orientation, disability or age or any other irrelevant consideration

Desirable1. The ability to conduct work through the medium of Welsh

2. Experience of managing a caseload

3. Experience of working / operating in a customer focused environment

Special Conditions:

1. The Ombudsman operates a non-smoking policy

2. You will be expected to operate across the whole of the Ombudsman’s current or future jurisdiction and in whichever operational team the Ombudsman considers appropriate to meet the objectives of his office.

Reviewed October 2015

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Privacy Notice Job Applicants

This privacy notice explains the way in which the Public Services Ombudsman for Wales will handle your personal information (or the personal information of an individual in relation to whom you are acting). The requirements of the privacy notice are set out in the General Data Protection Regulation and the Data Protection Act 2018.

Collecting your informationWhen you apply for a role with the Public Services Ombudsman for Wales, it is necessary for the organisation to collect and use (‘process’) your personal information. We have listed the personal information which may be collected by the Public Services Ombudsman for Wales below:

Personal data – for example, name; address; contact information; employment history; qualifications; employment history; professional membership; C.V.;

Special categories of data – for example, information relating to any physical or mental health or condition recorded as part of our pre-employment Health questionnaire;

Criminal conviction data – for example, in relation to any criminal conviction declaration made in your application form.

Third party personal data – for example, references.

Using your informationAll identifying information and equality information will be removed from your application, and the remaining information will then be forwarded to the recruitment panel for consideration.

Any response to the Equality monitoring questions will be anonymised and reported in line with our legal obligations under the Equality Act 2010 and Wales- specific Regulations.

The response to any applicable pre-employment Health Questionnaire will be used for the purposes of advising management on how to adjust people's work accordingly and help people work to their full potential in accordance with the Equality Act 2010. You will be asked to consent to this use as part of the questionnaire. You will also have the right to withdraw your consent. In doing so, we will stop using your information in this way and any necessary decisions will be taken on the basis of the information available.

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Sharing and receiving your information

We will share limited information regarding your application with your referees, in order to obtain references. We may also share information contained within your pre-employment Health Questionnaire with the organisation’s Occupational Health Service for the purposes of obtaining advice.

Following confirmation of appointment, we will also share your information as required – for example, with Her Majesty’s Revenue and Customs and any pension scheme administrator.

Retaining your information

All unsuccessful applications and associated information will be kept for 12 months following the closing date, after which point they will be destroyed securely.

The Recruitment Panel’s decision notice and master matrix will also be destroyed after 12 months. Individual notes, matrices and score sheets of the Recruitment Panel will be destroyed at the end of the interview process.

The successful applicant’s details will be transferred to their personnel file and retained as set out in the Privacy Notice for Employees.

Transferring your information abroad

The majority of your personal information is hosted within the European Union. However, it may be necessary to transfer your personal information to countries outside of the European Union – for example, where cloud-hosted IT software is held or supported in third countries. In doing so, we will ensure that adequate safeguards are used to secure the data - for example, by encryption and ensuring that suppliers are subject to contract clauses in respect of data security. We will also transfer under adequate arrangements – for example, using the EU-US Privacy Shield.

Your rights

Subject to exemptions, and the basis for processing your information, the following rights may be available to you:

- the right of access to your personal data;- the right to rectification of incorrect personal data;- the right to erasure of personal data;- the right to restrict processing undertaken;- the right to object to the processing of personal data; and,

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- the right not to be subject to automated decision making

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If you wish to exercise any rights, or know more information about the rights available to you, you should contact the Data Protection Officer.

Who to contact if you have queries or concerns

The Public Services Ombudsman for Wales is the data controller for the purposes of the General Data Protection Regulation and the Data Protection Act 2018, including in respect of processing by any appointed data processors.

If you have any queries regarding the processing of personal data by the Public Services Ombudsman for Wales, or if you wish to exercise any rights set out above, you should contact the Data Protection Officer on the following details:

Postal address: 1 Ffordd Yr Hen Gae, Pencoed, Bridgend, CF35 5LJ Email: Information.request@ombudsman-wales.org.uk

If you remain dissatisfied, you can complaint to the Information Commissioner’s Office:

Postal address: Wycliffe House, Water Lane, Wilmslow, SK9 5AF Website/tel.: www.ico.org.uk / 0300 123 1113

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APPLICATION FORM

Post Applied For:

Please complete this form electronically or in black ink.

CONFIDENTIAL

Personal Details

Surname:

First Names:

Title: Mr / Mrs / Miss / Ms

Have you ever been known by any other name? Yes / No

If Yes, please give details:

Home Address:

Postcode:

Daytime Tel No:

Mobile Tel No:

Email Address:

Preferred Contact No: Daytime / Mobile

Date of Birth:

Nationality:

Do you require any special arrangements if requested to attend for interview?

Yes / No

If Yes, please give details e.g. wheelchair access required / sight or hearing impairment etc.

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Employment History

In this section, please tell us about your employment history over the last 10 years.

Current Employer

Name:

Address:

Postcode:

Position Held:

Date Commenced:

Current Salary:

Brief description of your main duties & responsibilities:

Period of notice required:

Previous EmploymentPlease give a brief description of your previous posts, starting with the most recent. Please use a continuation sheet if necessary.

Name & Address of Employer:

Dates From/To:

Job Title & Responsibilities

Reason for Leaving:

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Name & Address of Employer:

Dates From/To:

Job Title & Responsibilities

Reason for Leaving:

Name & Address of Employer:

Dates From/To:

Job Title & Responsibilities

Reason for Leaving:

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Your Skills (800 word limit)The Ombudsman is committed to improving public services in Wales. Details of the Job Description and Person Specification have been sent to you with this application form. Please use this information to tell us in this section how your skills, experience and achievements will help you to contribute in this post to the Ombudsman’s objective. (Continue on a separate sheet if necessary.)

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QualificationsStarting with the most recent, please list your qualifications, education and membership of professional organisations.

EducationDates School, University etc. Course of study /

Qualifications & Grades achieved

TrainingDates Training Body Details, including qualifications

gained

Professional Membership(s)Dates Body Designation / Details of

Membership

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ReferencesPlease provide the name and contact details of two referees, one of whom should be your current or last employer. Referees will be contacted following an offer of employment and the Ombudsman reserves the right to contact any or all of your previous employers for additional references if it is felt appropriate.

Reference 1

Name:

Job Title:

Organisation:

Address:

Postcode:

Email Address:

Reference 2

Name:

Job Title:

Organisation:

Address:

Postcode:

Email Address:

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Criminal Convictions

Have you ever been convicted of any criminal offences that are not yet spent under the Rehabilitation of Offenders Act 1974.

Yes / No

If Yes, please provide details in a separate, sealed envelope clearly marked with your name.

Welsh Language Skills

Are you able to communicate in Welsh?

Yes / No

If Yes, how would you assess your level of ability in relation to the following?

Basic or Beginner Experienced Welsh Learner

Fluent or Advanced

SpeakingUnderstandingReadingWriting

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Data Protection

All personal data will be processed for the purposes of assessing your application for employment. All unsuccessful applications will be kept for 12 months after the closing date for applications, after which point they will be destroyed securely. The Recruitment Panel’s decision notice and master matrix will also be destroyed after 12 months. Individual notes, matrices and score sheets of the Recruitment Panel will be destroyed at the end of the interview process. The successful applicant’s details will be transferred to their personnel file and processed as set out in the privacy notice for employees.

Further details about the use of your information can be found in the Privacy Notice for Job Applicants.

Declaration

.

I declare that the information I have given in this application is true and accurate to the best of my knowledge and I understand that if any false or misleading statements made on this form, subsequently come to light, I may be regarded as ineligible for recruitment or dismissed after my employment has commenced.

Signature:

Print Name

Date:

Please return this Application Form to:

recruitment@ombudsman-wales.org.uk

or Recruitment, Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ

Details provided on this page DO NOT form part of the assessment process and will be removed prior to the application being considered by the Ombudsman’s recruitment panel.

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Equal Opportunities Monitoring Form

The Public Services Ombudsman for Wales strives to ensure that people using his service, or who are employed by him, are treated equally and that he does not inadvertently discriminate against members of any particular group in society. In order to help us monitor this, we would be grateful if you could complete and return this form. If you are not comfortable answering any particular question, please select 'prefer not to say'. This is not compulsory and the return or otherwise of this form does not form part of the recruitment process.

Post Applied for?

What was your age last birthday?Prefer not to sayUnder 2525-3435-4445-5455-6465-7475 or over

What is your gender?Prefer not to sayMaleFemale

How would you describe your nationality?Prefer not to sayWelshEnglishScottishNorthern IrishBritishOther, please describe

What is your ethnic group?Prefer not to say

White

Welsh, English, Scottish, Northern Irish, BritishIrishGypsy or Irish TravellerAny other White background

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Asian or Asian British

IndianPakistaniBangladeshiChineseAny other Asian background

Black, African, Caribbean or Black British

AfricanCaribbeanAny other Black, African or Caribbean background

Mixed or multiple ethnic groups

White & Black CaribbeanWhite & Black AfricanWhite & AsianAny other mixed or multiple ethnic background

Other ethnic group

ArabAny other ethnic group

What is your household’s main language?Prefer not to sayEnglishWelshOther, please describe

Do you consider yourself to be disabled?Prefer not to sayYesNo

Are your day to day activities limited because of a health problem or disability which has lasted, or is expected to last, at least 12 months?

Prefer not to sayYes, limited a lotYes, limited a littleNo

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What is your religion?Prefer not to sayNo religionChristian (all denominations)BuddhistHinduJewishMuslimSikhAny other religion, please describe

Are you married or in a same sex civil partnership?Prefer not to sayYesNo

Which of the following options best describes how you think of yourself?Prefer not to sayHeterosexual or StraightGay or LesbianBisexualOther

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