FTSU Case Manager

NHS England

The closing date is 13 October 2024

Job summary

Do you have a background in case handling and have worked in a regulatory or ombudsman environment?

Do you want to work part time?

This role is for you!

The post offers you the opportunity to work in a highly skilled team that support people, from across the NHS, to speak up and whistleblow to NHS England.

You will join a team of people, expert in supporting people to speak up and supporting providers to identify improvement opportunities relating to patient safety, leadership, culture and governance.

You will play a leading role in providing an outstanding, customer-focused service, which listens to and promotes staff voice, commands the confidence of providers and the system and enhances and sustains the team's reputation for independence, rigor and integrity.

Main duties of the job

Managing and prioritising large volumes of complex casework.
Communicating with and interviewing individuals, providing a customer focused and empathetic service whilst managing expectations and potentially challenging situations.
Protecting the confidentiality of whistleblowers and the sensitive information they share with us.
Proactively getting to the heart of each concern received, reviewing large amounts of complex information and making sound judgements on what needs to happen.
Producing high quality written communication for a wide range of people to include case summaries, decision making reports, briefings for executives and outcome letters.
Building and maintaining close relationships with regional teams to influence high quality decision-making about those cases which raise potential governance concerns.
Providing advice on appropriate actions in relation to complex or difficult cases and ensuring the focus is on resolution and learning and improvement.
Ensuring that all speaking up concerns received are managed appropriately in line with agreed processes and policies, and that the handling and decision-making processes are effective, efficient, transparent and fair.
Collaborating with the System to ensure we capture learning and insight that will drive improvement across the NHS.An understanding of the Public Interest Disclosure Act and the role of a prescribed body/regulator in handling whistleblowing concerns.

About us

The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:

Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
Making the NHS a great place to work, where our people can make a difference and achieve their potential.
Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
Optimising the use of digital technology, research, and innovation
Delivering value for money.

If you would like to know more or require further information, please visithttps://www.england.nhs.uk/.

Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.

Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.

Date posted

27 September 2024

Pay scheme

Agenda for change

Band

Band 8a

Salary

£53,755 to £60,504 a year pro rata (exclusive of London weighting)

Contract

Permanent

Working pattern

Part-time, Job share

Reference number

990-WTE-6652760-I

Job locations

London/Leeds

SE1 8UG

Job description

Job responsibilities

Detailed job description and main responsibilities

As a Casework Manager, the post holder will work as part of a dynamic team in providing a confidential platform to work on specific cases requiring advocacy support.

The role supports the business in driving transformation by providing a dedicated service that addresses areas causing staff concern in relation to organisational culture. The role is designed to build a combination of subject matter expertise and technical skills to develop a strong service delivery.

They will play a leading role in providing an outstanding, accessible, responsive, and customer-focused service, which listens to and promotes the staff voice, commands the confidence of its external clients and enhances and sustains our reputation for independence, rigour and integrity

The role will lead on completing external FTSU casework function in respect of our statutory role as a prescribed body, ensuring handling is sensitive, co-ordinated with key stakeholders and robust

The role will support the FTSU Manger to develop and implement systems to ensure information is properly manged and best practice is shared across the wider team, and especially through the regional teams to support ICBs and NHS organisations appropriately.

The Casework Manager will work closely with colleagues across the advocacy and learning team to manage cases relating to organisationculture.

You can find further details about the job, in the attached Job Description and other supporting documents.

Job description

Job responsibilities

Detailed job description and main responsibilities

As a Casework Manager, the post holder will work as part of a dynamic team in providing a confidential platform to work on specific cases requiring advocacy support.

The role will lead on completing external FTSU casework function in respect of our statutory role as a prescribed body, ensuring handling is sensitive, co-ordinated with key stakeholders and robust

The Casework Manager will work closely with colleagues across the advocacy and learning team to manage cases relating to organisationculture.

You can find further details about the job, in the attached Job Description and other supporting documents.

Person Specification

Qualifications

Essential

Educated to Masters level or equivalent level of experience of working at a senior level in specialist area

Knowledge and experience

Essential

Experience of managing complex casework in a high-profile and politically sensitive environment
Significant experience of writing high quality reports using qualitative and quantitative data

Skills

Essential

Outstanding listening and verbal communication skills, and the ability to manage complex enquiries and distressed callers in a calm and empathetic way
Must be able to provide and receive highly complex, sensitive or contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential groups
Confidence and credibility in advocating the importance of customer focused enquiry, whistle-blower or complaints management within an organisation and across its stakeholders

Person Specification

Qualifications

Essential

Educated to Masters level or equivalent level of experience of working at a senior level in specialist area

Knowledge and experience

Essential

Experience of managing complex casework in a high-profile and politically sensitive environment
Significant experience of writing high quality reports using qualitative and quantitative data

Skills

Essential

Outstanding listening and verbal communication skills, and the ability to manage complex enquiries and distressed callers in a calm and empathetic way
Must be able to provide and receive highly complex, sensitive or contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential groups
Confidence and credibility in advocating the importance of customer focused enquiry, whistle-blower or complaints management within an organisation and across its stakeholders