SO2e CAT Case Manager (13423)

Position Role:  The role of the Centralised Admissibility Team (CAT) Case Manager is to support Specified Officers (SO) to ensure Service Complaints (SC) are progressed from receipt to admissibility in a fair, timely and efficient manner

Responsibilities:

1. As part of the Centralised Admissibility Team (CAT), the staffing and case management of all Army SCs from receipt through to handover to a Decision Body (DB).
2. Internal liaison with Legal, SO1 Fast Track, APC and OC Service Complaint Investigation Team to inform a decision on admissibility, suitable DB and investigative means.
3. Provision of advice and information on the SC process to SO1 CAT and Specified Officers (SO).
4. Communication with Complainants and Respondents pre and post admissibility decision as required, to arrange interviews, clarify SC, and explore Alternative Dispute Resolution (ADR).
5. Where necessary, provide updates to Complainants and Respondents on the progress of SC.
6. Be prepared to Support DBs with investigations and case development.
7. Maintain records of all actions undertaken and update JPA and internal spreadsheets accordingly.
8. Conduct secondary duties and tasks as required by the SC Secretary and COS.

Must have a good understanding of Regtl, Bde and Div Hierarchy

JPA experience desirable

Previous staff role in a Fmn HQ useful

Previous G1 experience at Unit or Fmn level desirable

Senior Investigator Course

Pre Appt/Deployment Trg:  Any trg that is required will be completed once appointed. 

Domestic Considerations:  Remote working is supported and enabled with appropriate IT, but regular on-site attendance may be required, depending on workflow.

 This post is ideally suited to the continuity and stability provided by a FTRS (HC) officer. The postholder will need to be a competent, conscientious and IT literate Staff Officer, who has an interest in SP welfare. The successful applicant will enjoy working within a diverse, friendly and motivated mixed military and civil servant team focussed on the rewarding task of righting wrongs.

Post holder must also possess:

Absolute discretion as the incumbent will handle daily, confidential personal information of a highly sensitive nature. 

Attention to detail and the requirement for consistent accuracy in their work as mistakes can have a disproportionate effect elsewhere in the Service Complaint process. 

Empathetic attitude to the nature of the work and the impact of undue delay in the process on participants.