Complaints and Investigations Examinations Officer

This position is now closed

Role overview

The Office is seeking an Examinations Officer to join their complaints and investigations team to receive complaints from members of the public and undertake examinations and assist with investigations under Section 8 and Section 9 of the Ombudsman for Children Act (as amended). This refers to the complaints against public bodies, schools, voluntary hospitals and a number of other bodies in receipt of public funding made by or on behalf of children.

This will be a new role in the Office. The Examination Officer will conduct impartial, independent and through examinations of complaints and also assist investigators with investigations. Under the direction of the investigator they will objectively analyse the matters raised by the child, or the adults representing the child, as well as the responses/actions of the public body. They will identify the salient issues and reach a fair conclusion including, where appropriate, seeking redress. The Examination Officer will manage a caseload of complex complaints as well as assist with the investigative process.

Grade

Higher Executive Officer (HEO)

Job Purpose

As part of our Complaints and Investigation team, the Examination officer will manage a caseload, as well as assists with trend analysis to identify complaint patterns and potential systemic issues.

Key Responsibilities

To examine complex complaints presented to the Ombudsman for Children’s Office within jurisdiction and in accordance with the Ombudsman for Children Act 2002 (as amended);
To provide assistance to investigators in undertaking investigations including research, preparation, information gathering, attending investigation meetings, assist in drafting statement and other duties relevant to the work.
Adhering to the procedures of the complaints and investigation team within the Ombudsman for Children’s Office while at the same time being alert to and willing to highlight possible improvements and developments of those procedures;
To keep up to date with and develop a good understanding of relevant legislation, policy and practice regarding children and young people;
A key duty of this role on the team will be to examine more complex complaints obtaining all relevant information by asking clarifying questions, requesting documentation where appropriate and conducting appropriate follow-up where necessary.
To research applicable legislation, regulations, policies or procedures and applying relevant portions to the issues identified in order to attempt early resolution and or to undertake examinations of complaints and or to escalate the matter for further investigation
To employ effective strategies to obtain relevant information from persons who may be distressed or emotionally distraught or who face other challenges.
To engage with children to seek their views of on any complaint made by them or on their behalf.
To conduct and carry out appropriate research and make focused inquiries in order to identify opportunities for potential resolution or to promote good administration.
To communicate effectively with complainants and public bodies
To effectively manage a caseload of complaints, using a variety of strategies and ensuring a timely and relevant response to all complaints assigned.
To ensure that timelines and deadlines are met and that all complaints are dealt with in a timely fashion without undue delay and are appropriately recorded and managed.

Essential Requirements

Candidates must, on the closing date for this competition, satisfy the following requirements:

A qualification of at least level 8 on the National Framework of Qualifications from a recognised university or other third level institution in a relevant discipline
At least three years relevant experience in the evaluation or analysis of complex isseus relevant to the role of investigator.

And possess the core competencies described below.

Specialist Knowledge/Expertise
- Possess a full understanding of relevant legislation, policy and practice regarding children and young people.
- Demonstrate an understanding of the principles underpinning the work of Ombudsman.

Analysis and Decision Making
- Proven ability to gather information from a variety of sources to critically evaluate same
- Excellent judgement and objective decision making skills, problem solving skills and influencing skills
- Ability to research, review and apply relevant legislation, regulations and policy

Interpersonal & Communication Skills
- Ability to communicate effectively with individuals especially children who may be distressed or emotionally distraught or who may face other challenges
- Ability to remain impartial and manage conflict.

Report Writing Skills
- Ability to write in an easily understood and accessible format using plain English
- Possess strong computer skills with advanced skills in Word and Outlook, and a working knowledge of the Microsoft Office suite.

Delivery of Results
- Excellent organisational skills to manage a high-volume caseload, prioritise issues and tasks and meet deadlines as well as provide effective assistance to investigators.

Drive and Commitment
- Demonstrated commitment to the promotion of the rights and welfare of children
- Be self-motivating and committed to a high standard of work performance

Key competencies for effective performance at Higher Executive Officer level:
- Team Leadership
- Judgement, Analysis & Decision Making
- Management and Delivery of results
- Interpersonal & Communication skills
- Specialist Knowledge, Expertise and Self Development
- Drive & Commitment to Public Service Values

It is an absolute requirement that candidates declare any potential conflict of interest at the application stage of the recruitment process. Failure to declare such conflicts of interest which later come to light may result in the candidate being disqualified from the competition or if the candidate is offered and takes up a role with the OCO on the basis of misleading information may result in immediate dismissal from the OCO.

How to Apply

All candidates should visit www.ocojobs.com where there is a full list of available positions in the OCO with the corresponding downloadable information booklet for each position. There will also be a link to the online application portal to where all applications must be submitted.

To apply, candidates must provide an up to date Application Form and submit their application form via the online application portal below.

Only Application Forms fully submitted online will be accepted into the campaign. Applications will not be accepted after the closing date.

This position is now closed

12pm, 29th May 2020