HQ Job Description (JD)
Band 7 Directorate: Strategy, Performance &
Corporate Delivery Directorate Job Description -
Mediator and Conflict Resolution Manager
Document Ref.
HQ-JES-3138 Mediator and Conflict Resolution
Manager
Document Type
Management
Version
1.0
Classification
Official
Date of Issue
3 October 2023
Status
Baselined
Produced by
Job Evaluation Assurance and Support Team
Authorised by
Reward Team
JD Evidence
Job Description
Job Title
Mediator and Conflict Resolution Manager - Tackling
Unacceptable Behaviours Unit (TUBU)
Directorate
Strategy, Performance & Corporate Delivery
Band
7
HQ-JES-3138 Mediator and Conflict Resolution Manager v1.0
Overview of the
The Tackling Unacceptable Behaviours Unit (TUBU) is based in
job
HQ but covers the whole of England and Wales and as such can
either be London-based, or regional.
We all deserve to work in an environment that allows us to be our
best and that makes us proud to be part of HMPPS. Despite this,
we all know that unacceptable behaviour - discrimination,
bullying, harassment and victimisation (BHDV) - happens across
all areas in HMPPS, as it does in many organisations. TUBU
aims to help improve our working environment, support staff
experiencing unacceptable behaviours to access the right help
and to support managers dealing with unacceptable behaviours,
bringing positive change.
Accountable to the TUBU Mediation Service Manager, the post
holder is responsible for assisting with the delivery of TUBU’s
confidential helpline and Mediation Service
Conflicts with colleagues can create an unhealthy working
environment. Mediation is a voluntary and confidential process
that allows colleagues to resolve issues and disagreements, with
the help of neutral mediators, before it escalates into a conflict. It
can be used as an alternative to the formal grievance process or
might be part of an action plan following formal action. Mediation
is available for everyone, encouraging understanding and open
communication.
Will have matrix management responsibilities of a geographically
dispersed team.
Summary
This is a busy and varied role that is emotionally demanding.
The role is responsible for delivering and supporting the provision
of the TUBU mediation service by assessing referrals for
mediations, delivering all types of workplace mediation;
individual, group and facilitated conversations. Ensuring a quality
service is provided and the role will support, develop, and
supervise (matrix manage) a group of HMPPS workplace
mediators within a designated geographical area of HMPPS.
The role includes handling calls to the confidential helpline which
provides a space for staff experiencing or dealing with
unacceptable behaviours - providing support, signposting, and
HQ-JES-3138 Mediator and Conflict Resolution Manager v1.0
coaching callers to explore appropriate next steps.
Ensure oversight and appropriate handling of concerns about
bullying, harassment, discrimination and victimisation raised with
TUBU to increase the confidence in the system. Signposting,
advising and coaching complainants and managers about the
appropriate approach with new and existing BHDV concerns.
The role requires excellent organisational, communication and
interpersonal skills.
Key aims of the role are to contribute to the most appropriate,
positive, timely and efficient service to parties engaging with
TUBU services.
HQ-JES-3138 Mediator and Conflict Resolution Manager v1.0
Responsibilities, The job holder will be required to carry out the following
Activities and
responsibilities, activities, and duties:
Duties
• Oversee and ensure appropriate handling of cases referred to
TUBU to increase the confidence in the reporting of
unacceptable behaviour (BHDV).
• Signpost, advise and coach complainants and managers
about the appropriate approach to handle incidents of BHDV
including handling and managing the impact on others within
the workplace.
• Carry out workplace mediation, group mediation and
facilitated conversations as required in accordance with
training completed and the industry standards.
• Will be the first and continuing point of contact for referring
managers to discuss mediation cases and agree appropriate
action, including consideration of suitability for mediation,
recording and processing casework efficiently.
• Manage a case load of mediations, providing ongoing support
to parties where appropriate.
• Responding to enquiries about mediation directly from parties
and or from referring managers.
• Matrix management - Responsible for providing support and
delivering supervision to a pool of workplace mediators
(approx. 10-15 people) including regular internal debriefing
and organising regular professional support via PAM
Wellbeing.
• Monitoring and providing opportunities for Continuous
Professional Development (CPD) of their mediator pool.
• Call handler on the TUBU confidential helpline - taking
necessary action which includes signposting, coaching, and
advising staff and managers on options and appropriate
escalation of calls and cases of concern to Senior Leaders.
• Assistance with provision of Management Information
(including validation and quality assurance of data entries)
from the helpline, mediation and concerns and cases relating
to BHDV registered with TUBU.
• Develop and deliver awareness raising activities.
The duties/responsibilities listed above describe the post as it is
at present and is not intended to be exhaustive. The job holder is
expected to accept reasonable alterations and additional tasks of
a similar level that may be necessary. Significant adjustments
may require re-examination under the Job Evaluation Scheme
and shall be discussed in the first instance with the job holder.
An ability to fulfil all spoken aspects of the role with confidence
through the medium of English.
Behaviours
• Communicating and Influencing
• Developing self and others
• Working Together
• Managing a Quality Service
HQ-JES-3138 Mediator and Conflict Resolution Manager v1.0
Strengths
It is advised strengths are chosen locally, recommended 4-8.
Ability
Experience
• Customer service experience
• Significant recent experience in facilitating workplace
mediation to an accredited standard
• Experience of dealing with emotionally distressed people
requesting support on difficult workplace issues
• Good verbal and written communication skills
• Organised and efficient with an eye for detail
• Reliability, sensitivity, integrity, flexibility
• Able to present a confident and positive manner to customers
• Ability to work under pressure
Technical
• Must have an accreditation in workplace mediation
• ILM accreditation in group mediation or willingness to achieve
within 6 months of appointment
• ILM accreditation in mediator supervision or willingness to
achieve within 6 months of appointment
Minimum
• All candidates are subject to security and identity checks prior
Eligibility
to taking up post.
• All external candidates are subject to 6 months’ probation.
Internal candidates are subject to probation if they have not
already served a probationary period within HMPPS.
• All staff are required to declare whether they are a member of a
group or organisation which HMPPS consider to be racist.
Hours of Work
37 hour working week.
(Unsocial Hours)
Allowances
HQ-JES-3138 Mediator and Conflict Resolution Manager v1.0