Feedback & Complaints Officer
- Part time
- £27,341 – £30,025 pro-rata
- Edinburgh, Thistle House (Some remote working available)
- Closing 9th May 2022
- Advertised from 22nd April 2022
- Permanent. 30 hours per week.
Role
Who are we looking for and why work at Children’s Hearings Scotland (CHS)?
At CHS we recruit, train and support empathetic and committed volunteers across Scotland. Our volunteer roles are Panel Members and Area Support Team (AST) members.
Our 2,500 volunteer Panel Members take part in children’s hearings in their local areas, making decisions with and for infants, children and young people. Our organisation also supports a network of 22 Area Support Teams made up of 400 volunteers who support Panel Members in their local communities. This role provides a great opportunity to help vulnerable children and young people and their families and also to support our volunteer community by enhancing practice.
We are looking for someone with a proven track record in handling feedback and complaints. You’ll be the first point of contact, either by e-mail, web form or telephone. You’ll have great interpersonal skills, be an excellent communicator and be able to multi-task and prioritise effectively.
You will need to capture the detail of the complaint accurately, establish what outcomes are required and work with our volunteer community and other partners to establish the facts so that you can respond to the complaint appropriately within the timelines required.
You’ll need a good understanding of public sector complaints and the requirements of the Scottish Public Services Ombudsman’s model complaints handling procedure.
Supporting the Complaints Management Officer you will be involved with several exciting projects we are working on, including the development of a more child friendly complaints policy and an improved feedback loop.
You’ll also need a good eye for detail, be comfortable using complaints management systems and be familiar with Office 365 products, including Teams, and be able to produce reports in relation to complaints and have the confidence and skills to engage with our partners and senior leaders.
Feedback & Complaints at CHS
We are keen to enhance or feedback channels and our primary aim is to resolve most of our complaints at the frontline, without the need for formal investigation. As Complaints Officer, you will play a key role in improving processes relating to feedback and complaints management. As well as handling complaints in line with SPSO guidelines we also have a pastoral responsibility for our volunteer community so it’s important to understand what that means and get the balance just right.
You will have the opportunity to get involved in other projects which will enhance our insight and awareness of the experience of children and young people in hearings as well as from other partners.
Complaints sits within the practice and policy team at CHS and that provides the perfect route for us to take the learning from complaints and feedback and translate that in to practical guidance for our volunteers.
Life at CHS
As an organisation that works within the children’s hearings system, we are passionate about making a positive contribution to improving outcomes for Scotland’s infants, children and young people. Our values are at the very heart of what we do every day. By working with us, you’ll be joining a diverse community of colleagues and volunteers.
At CHS we are proud to celebrate difference. We all have different skills, experience and backgrounds and we strive to have a friendly and inclusive culture where you can be yourself.
We offer an excellent benefits package, from health and wellness to finances and family. including: generous annual leave, flexible working and other leave policies, fantastic pension, Employee Assistance Programme, development opportunities and wider employee wellbeing initiatives.
Diversity and Inclusion
CHS is an equal opportunities employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during application and assessment process, and upon joining CHS.
Application notes
For more details and to apply, please download the application pack from the CHS website which includes information about the organisation, full job description and person specification, as well as the application link and instructions. If you wish to apply for this post, please complete the CHS application form via the link in on our website. CVs are not accepted.
If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process please contact jobs@CHS.gov.scot
For an informal and confidential discussion on the role, please email jobs@CHS.gov.scot and we will arrange for one of our leadership team to contact you.
Closing Date: 09 May 2022
Interviews will be held within a few weeks of closing date Thistle House Edinburgh (Virtual Interviews can be arranged as an alternative)
After the closing date, this role profile won’t be available on our website, so please save a copy when you apply.
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The Senior Playleader will assist in implementing the organisation’s innovative childcare service. While ensuring that the Quality and Implementation of all Gingerbread & Edinburgh Lothians Ltd. after school clubs (ASC’s) are delivering childcare at the highest standard. Keeping with all local and national requirements.
In 2024, Hearts & Minds, the home of Clowndoctors and Elderflowers, will be marking 25 years delivering therapeutic clowning across health care units, schools for children with complex needs and hospices.
The role of Fundraising Manager at Hearts & Minds offers an incredibly exciting opportunity to drive meaningful change and support our impactful programmes at this momentous time in the charity’s history. As a pivotal member of the team, you'll spearhead the development of a comprehensive fundraising strategy that directly fuels the organization's initiatives. This role isn't just about securing funds; it's about crafting compelling narratives and fostering connections to inspire individuals, communities, and corporations to support a cause that truly matters. The dynamism lies in the ability to shape the future of Hearts & Minds by creating sustainable income streams that directly translate into tangible support for their programmes.
The Job Description and Person Specification is available to download below.
About the Role: We are seeking a dynamic individual to provide inspirational regional team leadership for designated Regional and Area Associations and local volunteers. In this role, you will drive the delivery of outstanding member benefits, sports, and leisure events at a local level using member insight gathered from local members.
Responsibilities:
At CSSC, we must ensure that our offer, both locally and nationally, provides our members with a great experience and enables them to do the things they love. To help us achieve this, you will:
• Support volunteers in delivering a regional and local programme aligned with CSSC's strategy, mission, vision, and values.
• Use the local member insight to deliver what our members are looking for, as well as introduce them to new opportunities and activities.
• Ensure adherence to operating processes, framework, and legislation.
• Enhance volunteer skills and experiences, celebrate volunteering, and attract new volunteers to CSSC.
• Collaborate with the Regional Chair and volunteers to monitor progress, attend local meetings, and evaluate the delivery of activities and events.
• Foster effective networking and collaboration across the team, champion best practice and seek out new ideas and ways of doing things.
• Attract, recruit, and induct new volunteers to ensure confidence and excellent service provision for our members.
• Ensure key volunteering roles have potential successors, retaining and developing the services and commitment of volunteers with CSSC.
About You:
• Effective time and workload management skills.
• Resilient and flexible with the ability to work under pressure.
• Strong relationship-building and management skills.
• Ability to work independently and collaboratively within a team.
• Personal drive and enthusiasm with a positive attitude and a desire to succeed.
• Committed to continuous improvement and innovation.
Key Skills & Experience: Essential
• Minimum of 3 years relevant volunteer management experience.
• Good working knowledge of MS Office including Word, Excel, and Outlook.
• Effective written and verbal communication skills.
• Full UK driving license (travel required).
Desirable
• A relevant degree or professional qualification in volunteer management (not essential but advantageous).
• Experience with building and working with high-performing teams.
• Working knowledge of CRM and digital Event Management Systems.
What We Offer:
• 24 ½ days annual leave + Bank Holidays.
• Free CSSC Membership.
• 90 minutes of wellbeing time per week.
• Flexible working arrangements.
• Excellent company pension schemes.
• Training and Development opportunities.
• Access to Employee Assistance Programme.
About Us:We are a not-for-profit membership organization with over 130,000 members. Our vision is to inspire our members to explore new ways to be active and healthy. Our four organization values are Passionate, Progressive, Supportive, and Social.
Therapeutic Counsellors *Female Only
- Part time
- £27,437 – £30,371 pro-rata
- Edinburgh (On site)
- Closing 3rd April 2024
Sacro’s mission is to deliver life-changing services that empower people, give hope and protection, and help to build safe communities.
We are looking for qualified counsellors with 2 years’ post-qualifying experience, who have delivered counselling to individuals affected by domestic abuse. You must have experience of cross-cultural counselling, and a gendered understanding of domestic abuse and Honour-Based Violence (HBV). You will need to be an effective communicator in English as well as in another language prevalent in Scotland’s Black, Asian and Minority Ethnic (BAME) communities, highly organised and have effective casework management skills.
You will be responsible for delivering short-term counselling and psychotherapy interventions to BAME women affected by domestic abuse and HBV and for escalating any concerns around clients’ safety and well-being and child protection concerns, in accordance counselling/psychotherapy ethical codes, Scottish legislation and relevant Sacro policies.
Membership of the Protecting Vulnerable Groups (PVG) scheme is a requirement this post, as well as membership in a recognised regulatory body (COSCA, BACP, UKCP, etc.).
You must have accreditation, be working towards accreditation or be eligible to work towards accreditation and hold your own indemnity insurance.
We particularly welcome applicants from BAME communities for this post, and applicants must be female. Funded by the City of Edinburgh Council.
We offer some great benefits, including family friendly policies, flexible and hybrid working and work-life balance. We also have generous annual leave entitlement, employee wellbeing scheme, cycle to work scheme, pension scheme and death in service, enhanced company sick pay. We will offer learning and development, progression and qualifications with the opportunity for growth and development.
We welcome applications from individuals who share Sacro’s aims and values and want to engage with those we support to help them move on to a more secure, settled and fulfilling life and value diversity from all sections of the community.
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