Investigations Officer/Complaints in Manchester

Job purpose: To make enquiries into complaints and referrals received about professionals obtaining relevant information and evidence to inform decisions made about their practice.

Specific role summaries: The Provisional Enquiries team make initial enquiries into complaints and referrals received from a healthcare professional, obtaining relevant information for discussion with an appropriate expert and additional comment about the practitioner's wider work from their employer. The work involves conducting one-to-one discussions with the experts to go over the concerns received and working with them to draft an opinion that can assist them. The outcome of the initial enquiry will determine whether the client proceeds to a full investigation.

Regional Investigation Team: The Regional Investigation Team (RIT) investigates concerns about the fitness to practise of healthcare professionals that have been promoted for full investigation. A RIT Investigation Officer is responsible for managing a wide and varied caseload of fitness to practise investigations, and progressing them through an investigation framework in line with relevant legislation and service targets. The outcome of an investigation will determine whether that professional is referred for a hearing before a Tribunal.

Main Responsibilities:

• Ensuring that cases/enquiries are handled and progressed in accordance with agreed guidelines.
• Collecting and evaluating information received and recommending a course of action.
• Liaising with colleagues across Fitness to Practise and the wider organisation to build good working relationships.
• Liaising with the healthcare profession, members of the public and external organisations.
• Analysing evidence received during our processes and drafting clear and concise summaries and recommendations for decision makers to consider.
• Participating, as required, in the supervision and development of colleagues.
• Recording and maintaining accurate information in our in-house CRM system.
• Participating in regular review meetings to discuss cases/enquiries with senior managers.
• Working with colleagues to ensure effective cover arrangements are in place to cover absence.
• Meeting performance targets in terms of timeliness and quality.
• Contributing towards the wider work of the Directorate and organisation and the corporate strategy.
• Helping to deliver improvements and participate in work which supports the business plan.
• Being able to understand and apply our safeguarding policy and processes for protecting children and adults at risk of harm (including knowing how to recognise, record and report safeguarding).
• Support the organisation's sustainability aims and net-zero plan where appropriate.
• Any other reasonable duties as may be assigned from time to time.

Essential criteria:

• The ability to work within established policies and procedures to defined quality standards.
• Excellent analytical skills and the ability to summarise complex issues concisely and quickly, forming accurate conclusions and recommendations.
• The applicant must have dealt with complex casework, including effectively managing a varied caseload.
• The work of the section is highly confidential and therefore the ability to maintain confidentiality is essential.
• The applicant must be able to write in clear, concise and accurate plain English to deal effectively with the public and the profession, explaining decisions and procedures.
• The applicant must be able to manage a number of different tasks whilst maintaining a high degree of accuracy and attention to detail.

Desirable Criteria:

• Working within a healthcare environment or investigative role would be advantageous.
• An awareness of NHS and private organisations, including internal systems and structures both locally and nationally would be advantageous.
• Be able to present information clearly, succinctly and accurately to facilitate discussions and presentations with key interest groups, delivering training or interacting with colleagues on a day-to-day basis.
• The post includes delegating work to Investigation Assistants. The post holder should therefore have the ability to occasionally oversee the work of others and provide appropriate feedback when necessary.