Early Resolution Officer
Closing date - 22nd of March 5pm
As part of our Complaints and Investigation team, early resolution officers are the first contact for people coming to the Ombudsman for Children’s office with complaints. Their role is to give advice, analyse complaints to clearly identify issues and determine how to resolve them and or undertake examinations. Each early resolution officer manages a caseload, as well as assists with trend analysis to identify complaint patterns and potential systemic issues. In addition to receiving complaints by email and letter, early resolution officers use their active listening and interviewing skills to take complaints over the phone and in person directly from children and or from adults on behalf of children.
- A key duty of this role on the team will be to receive complaints and enquiries by mail, email, telephone or in person and obtaining all relevant information by asking clarifying questions, requesting documentation where appropriate and conducting appropriate follow-up where necessary.
- To provide guidance, advice and information to people that contact the office directly
- To research applicable legislation, regulations, policies or procedures and applying relevant portions to the issues identified in order to attempt early resolution and or to undertake examinations of complaints and or to escalate the matter for further investigation
- To employ effective strategies to obtain relevant information from persons who may be distressed or emotionally distraught or who face other challenges.
- To engage with children to seek their views of on any complaint made by them or on their behalf.
- To assess complaints to determine whether issues can be dealt with within the Ombudsman for Children’s mandate using an issue-based analysis and clearly and effectively communicating the rationale for this assessment verbally and in writing where required.
- To conduct and make appropriate research and make focused inquiries in order to identify opportunities for potential resolution or to promote good administration.
- To communicate effectively with complainants and public bodies
- To effectively manage a caseload of complaints, using a variety of strategies and ensuring a timely and relevant response to all complaints assigned.
- To regularly ensure that timelines and deadlines are met and that all complaints are dealt with in a timely fashion without undue delay and are appropriately recorded and managed.
Candidates must, on the closing date for this competition, satisfy the following requirements:
- A qualification of at least level 8 on the National Framework of Qualifications from a recognised university or other third level institution in a relevant discipline
- At least two years relevant experience in the field of complaints and/or conflict resolution
- Possess the core competencies described below
How to apply
please visit www.ocojobs.com for a full information booklet and application form. Please note CV's will NOT be accepted. Only official applications forms will be accepted.
Following your application for this specific role, Sigmar may contact you regarding other positions that we feel you may be suitable for. If you do not wish to be contacted about other opportunities please let us know. For further information please refer to the Privacy Statement on our website.