Complaints Assistant and Panel Secretary

Main Purpose of the Role

To support the Professional Conduct Committee, Panels, the Complaints and Conduct team and Registrar in the operation of UKCP’s complaints procedures.

Complaints Assistant

Main Duties and Responsibilities

To provide administrative support services for the Professional Conduct Committee, Complaints and Conduct team and Registrar.

• To ensure agendas, minutes and supporting papers are drafted, approved and circulated efficiently and to deadlines
• To minute and support meetings in an accurate and effective manner.
• To support the Chair of the Professional Conduct Committee, the Complaints and Conduct team and Registrar, including dealing with incoming correspondence, organisation of meetings and gatherings, assimilating and drafting documents.
• To make venue bookings and coordinate catering and facilities requirements for meetings.
• To prepare root cause analysis at the end of each case and develop a repository on the root cause analysis.
• To assist with Subject Access Requests. Assist the Complaints and Conduct team on any Consensual Disposable Mechanism processes and where appropriate assist in the recruitment and appointment of suitable mediators/facilitators.
• Maintain a filing system and ensure correspondence meets data protection standards and internal policies.
• Support UKCP’s annual reaccreditation process with the Professional Standards Authority.

Panel Secretary

• To lead in the organisation of Adjudication, Appeal and Interim Order Panel hearings. This includes instructing panel members, legal assessor, arranging the logistics, preparing bundles and ensuring all parties are aware of the details.
• Manage all operational and administrative aspects of hearings and draft the decision of the panel. Ensure that registrants, witnesses and others attending hearings receive professional standards of service. Ensure that details of hearings and outcomes are communicated to all the relevant parties and organisations and published on the UKCP website.
• Assist with the recruitment and training of panel members.
• Develop a working knowledge of the Complaints and Conduct Process (CCP) and Organisational Member (OM) Complaint procedure.
• Create and update, as required, CCP and OM templates in relation to hearings, communication with registrants, OMs, witnesses and complainants.

Communication

• Ensure information is up to date with alerts, details and entries on registration records for registrants.
• Provide ad hoc support to the Events Manager with events relating to the Complaints and Conduct team.
• Working closely with the relevant colleagues in the Communications team, keep the relevant sections of the website up to date, writing and uploading materials where necessary.

This is not an exhaustive list and you are required to be flexible in your approach to carrying out your duties which may change from time to time to reflect changes in UKCP’s approach to a culture of continuous improvement.

Person Specification

Essential

• Understanding of the importance of confidentiality and discretion when dealing with sensitive topics.
• The ability to work within established rules-based processes.
• Clear, concise, logical and practical approach to problem solving.
• Self-starter, clear thinker, diplomatic, high integrity, inspires confidence in others, innovative, able to work to deadlines.
• Ability to read and critically analyse information at short notice.
• Able to be a positive advocate for UKCP in external situations.
• Excellent communication skills, both written and verbal, and the ability to produce accurate documents.
• Proven ability to manage a large and varied workload, prioritise effectively and ensure that deadlines are met.
• Ability to work in a flexible manner and experience of working effectively as a member of a small team.
• Excellent interpersonal skills. Well developed IT skills, particularly in Microsoft Word and Outlook.
• Proven ability to work effectively with a range of stakeholders.
• Proven commitment to diversity and equalities and ability to put this into practice.

Desirable

• Experience of managing complaints hearings in a professional body, a regulated environment or similar organisation.
• Recent experience and knowledge of regulatory practice / law.
• Up to date knowledge of Data Protection Regulations
• Experience of the charity and mental health sectors and/or a national level organisation’

UKCP Behaviours

Adhere to the following behaviours, which are based on the fundamental values on how everyone at UKCP works together:

• Recognise each other’s skills, experience and passion.
• Commit to engaging others positively and constructively.
• Accountable for the integrity of the UKCP and the profession we represent.
• Take responsibility for our working culture.
• Lead by example.
  Please send cover letter with CV to [email protected]

  Applications close date: 15th March 2022
  

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