Role: Investigations Triage and Support (ITAS) - Team Leader

Business: Office of Public Guardian (OPG)

Location: Victoria Square House, Birmingham

Grade: EO

Salary: £29,303 - £31,061

Contract Type: Permanent

Minimum Hours: 37 hours

Organisational Overview

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Duties and Responsibilities

As an EO ITAS Team Leader on Supervision and Investigation Services (SIS), you’re expected to manage a team of admin officers who support triage initial safeguarding concerns that enter OPG as well as facilitate on-going investigations. ITAS Team Leader must ensure all performance ambitions are met while delivering excellent customer service to both internal and external stakeholders.

Any member of the ITAS team is expected to display a commitment to continuous

improvement, leading through change, and improving performance.

Strong leadership is a critical element of this role, as demand within ITAS is increasing and an ITAS Team Leader must have the ability to manage a fast-paced environment, prioritise and manage own workload as well as organising admin officers’ daily duties to accommodate business need. ITAS Team Leader role requires analysing complex information, present recommendations, and make effective decisions. While working effectively with all stakeholders.

As an ITAS Team Leader within OPG the jobholder must provide clear direction and

focus, visibly championing the changes which deliver greater efficiencies.

All leaders within OPG are expected to operate in a culture of openness and honesty,

demonstrating a commitment to change through involvement and empowerment, and by delivering results. The responsibilities of the role include:

General wellbeing management:

• Managing your own wellbeing in the office and remotely, providing support and guidance to your team to continue to perform their roles in a safe and productive environment.

• Proactively support staff wellbeing by engaging with staff regularly.

• Communicate in a straightforward, honest and engaging manner and choose appropriate styles to maximise understanding and impact.

• Clearly explain the reasons for changes and how to implement them.

• Be digitally approachable/visible when working remotely.

• Regularly monitor your own work against milestones ensuring individual needs are considered when setting tasks

Health and Safety:

• Take responsibility and care for own Health and Safety, and for the safety of others and abide by OPG Health and Safety procedures.

• Ensure all relatable E-learning is kept up to date.

Performance and Quality:

• Contribute to the operational performance to meet the relevant KPIs.

• Being alert to emerging issues and trends within the business area.

• Being accountable for the performance and development of self and staff.

• Ensure that workflow is managed based on risk.

• Ensure that working practices are efficient and a commitment to continuous improvement is fostered within the team.

• Ensure all quality checks are completed, and the results are fed back appropriately.

• Take ownership of complex e-mails and queries.

• Proactively deal with the needs of both internal and external customers in a timely and appropriate manner.

• Gather and analyse data and information to make informed decisions.

• Accurately record daily team stats and escalate any issues as necessary.

• Work in a flexible way and undertake any other duties requested by your line manager.

• Develop collaborative working relationships with your colleagues, both in your team and in the wider unit.

Leadership:

• Be a role model for staff, demonstrating the behaviours within the leadership statement and OPG values.

• Be a confident decision maker and communicator and empower other where appropriate.

• Build and maintain relationships with key stakeholders to ensure effective collaboration.

People Management and Development:

• Take responsibility for arranging and contributing to touchpoint conversations and ensure appropriate actions are put in place.

• Ensure all staff have regular touchpoint conversations and performance objectives.

• Develop an understanding of the organisations policies, carry out the relevant training and support to implement them.

Protocol:

• You will be expected to work within a team of Executive Office colleagues in Supervision and Investigation Services (SIS), and if necessary (after consultation), be rotated into posts within the wider business to support business needs or further your own personal development.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.

OPG offers flexible working arrangements with potential opportunities to work from home. Flexible working arrangements are decided on a case-by-case basis and are dependent on business needs.

Undertake 6 weeks full-time office based technical training (where required).

Skills & Qualifications

Essential:

• Experience of leading a multi-functional Team (Lead Criteria)

• Strong written and oral communication skills

• Ability to lead a diverse team in a fast-paced environment

• Ability to interpret and comprehend a range of data and information to make informed decisions.

• Effectiveness in time management and organisation of workload to meet conflicting deadlines with minimal supervision and committed to give high-quality performance in all aspects of the role

Desirable

The below criteria are desirable only. These will not be assessed throughout the recruitment process but will be used in the event of tied scores between candidates.

• Knowledge of the MCA and Code of Practice

• Experience of carrying out complex case risk assessments / safeguarding activity

Application process

 This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application:

• Statement of Suitability of no more than 750 words, to demonstrate your experience against the essential and desirable skills required for this role.

Should a large number of applications be received, an initial sift may be under taken using the lead criteria/Behaviour:

• Experience of leading a multi-functional Team

Interview Process

If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:

• Strengths relevant to the role

• The following Behaviours at EO Level:

• Leadership

• Delivering at pace

• Managing a quality service

All interviews will be held in person.

Feedback will only be provided if you attend an interview.

Reasonable Adjustments

At OPG we consider all applications on the basis of merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.

For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.

If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.