Triage and Research Officer in London

The Triage and Research Officer is responsible for improving our customers' complaints and/or Data and Information request journey by ensuring that each enquiry is reviewed and allocated to the correct pathway for processing. Officers receive, record, and triage the request to determine their complexity, review any history, identify any legal or statutory alignment, and either take proactive steps to resolve less complex issues or prepare briefings ready to pass on to a subject matter expert. They monitor incoming requests and processing status to ensure substantial risk requests are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles with line managers and senior officers.

Duties and Responsibilities

• Receive and triage written and verbal service complaints, notifications and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material.
• As the above for Information Access, Subject Access and EIRs.
• Risk assess complaints and requests for information to support informed decision making; ensuring those identified as high risk and/or high complexity are prioritised as most urgent.
• Utilise statutory provisions to request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time limits.
• Help, and where appropriate make referrals for, individuals making an enquiry with the authority.
• Proactively seek to resolve requests at first point of contact to reduce the escalation to full investigation.
• Create and maintain accurate complaint and enquiry records using the Councils case management system in accordance with statutory requirements.
• Assist in the development and implementation of quality assurance and improvements of processes to ensure best practice in complaints and information management.
• Process all requests made under the appropriate and relevant legislation from receipt of request through to disclosure of information, response, or refusal, ensuring correct legislation is applied and adhered to.
• Prioritise workload by tracking and monitoring requests ensuring the Councils obligations are met and an audit trail is present.
• Offer guidance and assistance to both internal and external customers on all levels for matters relating to appropriate and relevant legislation.
• Liaise with other service areas as required.
• Check and validate responses for potential exemptions and to ensure that any necessary redactions are implemented in responses.
• Correspond with both the requester and internal contacts throughout the lifecycle of requests to ensure targets are met within legislative timescales and a good standard of customer service is maintained.
• Prepare briefing packs and case summaries to assist in the knowledge transfer from triage to investigation.
• Create and maintain accurate records in line with agreed legislation, policies, and guidelines.
• Design templates, spreadsheets, databases etc. to assist the provision of the service.
• Provide data and reports to support the overall analysis of the performance of the department.

Additional Requirements:

• Comply with all legislation and good practice appropriate to the work you undertake, and particularly that related to safeguarding.
• Information security and confidentiality.
• Equality, diversity, and inclusion.
• Health and safety.

This is an unprecedented time of social, technological, and financial change. The Council needs all staff to embrace change by demonstrating a flexible attitude to work, understanding that for us to provide excellent services to the people of Havering, you may be required to undertake other duties in line with the overarching nature of this role and your level of skills and responsibility. Embrace the Councils ICARE values and behaviours in all aspects of work and service delivery.