Tribunal, Mediation And Complaints Officer

Accountabilities

• 1. Plan and organise work to ensure the delivery of those aspects of the service for which responsible. Ability to work with minimum supervision, balancing using own initiative against need to seek management guidance. Ability to work to tight statutory deadlines, be flexible in approach and have good general IT skills.
• 2. Negotiate with outstanding written and verbal communication skills & a strong eye for accuracy & detail
• 3. Apply knowledge and understanding of the impact of SEND on children and young people's educational outcomes
• 4. To lead on any developments in disagreement resolution/ mediation/ tribunal practice related to the SEND Reforms
• 5. Undertake / support consultation procedures. Identify issues, resolving as appropriate and escalating complex problems if necessary.
• 6. Oversee and manage all complaints (including Ombudsmen, MP/member enquires) in an efficient manager ensuring that all correspondence is responded to in a timely manner and responses are of the highest quality.
• 7. Collate process and analyse complex information. Ensure all required records and information are maintained correctly. i.e.
• 8. Ensure information is managed efficiently and accurately & that data is recorded and stored in compliance with national standards and can only be shared, as appropriate, with other agencies.
• 9. Represent the Local Authority at SEND Tribunal Appeal hearings and mediations including drafting all pleadings and follow up case work.
• 10. Take responsibility for ensuring computerised information is accurate and up to date at all times. Data management to be maintained relating to the Tribunal and Mediations cases and written papers provided as required for service managers, councillors or other such bodies in accordance with LA policy and legislation.
• 11. Use management information and data to develop a framework and policies to help improve efficiency and effectiveness of the service and to ensure consistency of decision making through EHC assessments, plans and annual reviews. To monitor the amount and impact of all disagreement resolution activity within the service through close liaison with case managers & other staff within the service.
• 12. Contribute to the wider SEND service aspirations, identifying opportunities to achieve integrated working on a multi‑agency basis. Work as an effective team member within the wider SEND service.
• 13. Respond to FOI's relating to Tribunals and Mediations in a timely and accurate manner as and when required.
• 14. Prepare and present results / responses / reports / recommendations including accurate, complete & relevant info for internal and /or external use. Issues to be clearly summarised, progress & implications reported & council's position clearly stated
• 15. Provide specialist, expert advice, opinion, interpretation, guidance and support to colleagues, service users and partner agencies on the legislative process and framework, including decisions on whether council opposes the Tribunal appeals. This would include:
  Queries / complaints and complex issues to be effectively managed through to a satisfactory conclusion or escalated as necessary. Appropriate action to be taken to reach resolution, representing the views of the service.
• 16. To follow Policies, procedures and controls ensuring that the area of responsibility is compliant with all relevant legislation, codes, regulations, guidelines, standards and best practice.
• 17. Provide a clear record of actions, circumstances and decisions and identify problems
• 18. To provide regular statistical information about Tribunal appeals & outcomes of hearings, including cost information.
• 19. Ensure service overview of all SENDIST appeals is up to date and accurate so that all deadlines are met, particularly the LAs reply and responses to directions.
• 20. Ensure risk to the Council / customers is minimised.
• 21. Issues to be managed through to a satisfactory conclusion or escalated if appropriate. Information, advice and support are to be accurate, timely and constructive
• 22. Support Managers to ensure they manage early stages of disagreement resolution, to maintain consistency of contact with the service…