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SO2 Case Manager (to become SO2 Fast-Track Case Manager)

Vacancy summary

Army
2111010
OF-3 - Lt Cdr - Maj - Sqn Ldr
Major

02/12/2021, 17:00 

April 2022
36 months
catriona.barbone324@mod.gov.uk
Army
Any
Personnel
APSG
Hampshire
United Kingdom
FTRS - Home Commitment

Vacancy detail

The role of the SO2 Fast-Track Case Manager is to support bespoke Deciding Bodies (DBs) in the fair, timely and effective management fo Stage 1 Service Complaints (SC). To achieve this the position has the following specified roles:
1.  Staffing and management of Fast-Track SCs in accordance with policy, to include drafting investigation Terms of Reference, directing Investigation Officers (IOs), provision of advice to DBs, and the preparation and delivery of oral and written briefs to senior leadership as required.
2. Liaison with units to ensure all information related to a SC referred to the bespoke DB is presented.
3. Seek legal advice on complex issues on behalf of the DB as necessary.
4. Liasion with IOs to provide monthly updates on the SC status to the Complainant and Respondent(s).
5. Redact and disclose Investigation Reports, mostly electronically, to Complainant and Respondent(s) and then collate comments, including them in the case file.
6. Update Management Information Systems (MIS), including JPA and hard copy case files.
7. Contribute to the lessons learnt process by identifying and staffing lessons as required.
8. Act as 1RO to admin sp pers (currently 1 x OR5 (Sgt)).
9. Undertake additional tasks and responsibilities as directed by SO1 Fast-Track/ SC Secretary.

Remote working (including post COVID) is supported and enabled with appropriate IT.  Periodic on-site attendance will still be required, but there is flexibility depending on workflow.
The successful applicant will have excellent and effective organisational skills as well as being comfortable with challenging timeline setting and enforcement and must be able to co-ordinate multiple threads of an SC into a coherent process.
Inquisitive, fair and independently minded, the successful applicant must be interested in ensuring just and equitable treatment is afforded to all parties involved in the SC process. They must be able to remain impartial and be willing to challenge those displaying a lack of impartiality.
They must be able to brief confidently and coherently at 1* level and be able to act in a tenacious and determined manner if personally dealing with challenging COs and Deciding Bodies whilst maintaining a fair, polite and professional manner.
Experience of Service Complaints and JPA desirable but not essential.  
Via FTRS Selection Board

This post would suit any competent, conscientious and IT literate Staff Officer, who has an interest in SP welfare. The successful applicant will enjoy working within a friendly and motivated mixed military and civil servant team focussed on the rewarding task of righting wrongs.
The postholder should be aware of the following:
- The requirement for absolute discretion as they will handle daily, confidential personal information of a highly sensitive nature.
- Attention to detail and the requirement for accuracy in their work as mistakes can have a disproportionate effect elsewhere in the Service Complaint process.
- Compassionate understanding of the nature of the work and the impact of undue delay.

Salary Range £47-56K dependant on Background

For more information about how to apply for this opportunity, please visit the Army Reserve webpage.

This opportunity is closed to applications.