Role Title

Regional Compliance and Data Quality Support Officer

Job family group

Job family/ies

Grade

EO

Status

Role Purpose

(250 words max)

The Compliance and Data Quality Support Officer will work to support HMCTS’s compliance requirements and data quality under the leadership of the Regional Support Unit (RSU). The role will report to the Regional Performance Lead and will be responsible for providing consistent and effective administrative and analytical support to the Performance Lead to ensure compliance and data quality reporting requirements and practices are embedded within a region. This will include acting as a first point of contact for front-line regional staff undertaking compliance and data quality reporting to provide advice, resolve issues and escalate key findings. This will also include monitoring courts’ completion of required reports and undertaking analysis to visualise and present this to the Regional Performance Lead within the regional support unit. This work will support the Regional Delivery Director and Service Owner in improving compliance and data quality across the region, through ensuring courts are regularly monitoring and reporting on key compliance and quality indicators.

Key Accountabilities (600 words max)

Accountable to the Regional Performance Lead for:

Monitoring Data Quality Activity Reporting:

• Monitor the completion of required data quality activity reports on a weekly, monthly, and quarterly basis, undertaken by geographically dispersed frontline staff.

• Developing a virtual community of frontline staff undertaking data quality reporting, ensuring they are supported and guided effectively. Develop and maintain effective means of regular communication that enables you to provide direction and guidance and allows staff to escalate issues and queries as required.

• Produce management information and insight, as required, relating to compliance and data quality activity reporting within your region. Identify trends and issues that require resolution and communicate these two decision-makers. Regularly present this to the Performance Lead.

• Liaise with the wider network of Compliance and Data Quality Support Officers to provide responses to queries where information is already recorded or known in the corporate memory.

• Provide advice, guidance on compliance and data quality matters escalated to you by frontline staff. Decide when necessary to escalate issues further for senior staff awareness and involvement.

• Undertake quality assessments of the data quality activity reporting completed to ensure appropriate completion and provide ad hoc project support to data quality projects within your region as required.

• Monitor the initial logging, tracking, and monitoring of data quality issues, ensuring relevant information is gathered and recorded. Identify lessons to be learned and suggested where further targeted support, training and guidance may be required across the region to prevent similar issues in the future.

• Identify regional and local data quality training and guidance needs and work with colleagues across HMCTS, including Data Quality specialists and Learning & Development to agree delivery of required training/guidance.

• Use knowledge of regional data quality issues to support periodic central data quality deep dives across services within the region. Act as a first point of contact to understand the working-level data quality picture within your region, confidently communicating with senior colleagues to highlight good practice and areas for improvement.

• Act as a data quality champion, being able to communicate the importance of good data quality to data inputters and the impact that this has on the organisation.

Knowledge, Skills, and Experience (500 words max)

Essential Criteria

• Interpersonal skills to deal with queries from frontline staff relating to data quality reporting requirements. Ability to engage with stakeholders internally and externally, including heads of service performance improvement, regional delivery directors and data specialists across the organisation.

• Organisational and planning skills to provide support on various issues to multiple courts across the region simultaneously. Ability to visualise and communicate plans to Performance Lead, Head of Service Performance, and Improvement to demonstrate progress.

• Analytical and problem-solving skills to investigate issues, analyse and research information and provide useful insight to support decisions for senior colleagues within Operations and the wider HMCTS Data Quality community.

• Ability to confidently make decisions on routine issues escalated by frontline staff to drive good data quality across Operations.

• Effective written and oral communication skills to engage with a wide range of stakeholders, from across Operations, Services and HQ, explaining potentially complex technical information in clear and understandable language.

• Ability to clearly and confidently present information verbally and in writing, to colleagues at various levels of seniority.

• Proficient use of Microsoft Windows Office 365 tools.

Problem Solving and Decision Making (300 words max)

The Compliance and Data Quality Support Officer will:

• Be required to analyse the information provided on court performance in undertaking compliance and data quality activity reporting and reporting prevalence of data quality issues across the region. They will make decisions on when to escalate problems and to which forum. They will also decide on and implement the appropriate support and guidance to overcome regular issues identified across the region and in local courts. When presenting information and insight, they may be expected to make recommendations or present options for consideration by senior managers.

• Be expected to solve problems that are escalated to them by frontline court staff undertaking data quality activity reporting. They will identify the appropriate route to take to provide a solution.

Management of Resources (250 words max)

The Compliance and Data Quality Support Officer will:

• Monitor, motivate and develop strong communications among frontline staff undertaking data quality activity reports, who are dispersed geographically across the region and may not be in the same location as the role holder. They will be expected to collaborate to ensure the team’s resources are fully utilised and react to changing circumstances, suggesting reallocation of people to different tasks to ensure the key priorities are met. This may include personally providing ad hoc project support for key data quality priorities.

• They will also be responsible for their own time and resource management adjusting their own priorities and work in a flexible manner.

• Contribute to the effective management of the SLT’s time and resources, ensuring that their attention is focussed on the most important compliance and data quality matters. This is likely to be in an environment where priorities change regularly.

Autonomy (250 words max)

• The Operational Support Officer will be expected to act independently and use their initiative when working to support the work of frontline staff across the region. If operating virtually as part of a geographically dispersed team, potentially without direct immediate access to senior managers. They will be provided with instruction, guidance and organisational policies and procedures but will be expected to work mainly without regular supervision and be responsible for organising their own working day and adjusting priorities as required to deliver against their objectives.

• The role will report to the RSU’s SEO Performance Lead, receiving guidance and support from them where needed. There is an expectation that this role will exercise both judgement and initiative when monitoring and influencing resource allocation for data quality activity reporting across courts in the region,

Key Relationships and Contacts (300 words max)

The role holder will:

• Be part of a virtual team of other Compliance and Data Quality Support Officers, supporting each RSU, they will have links to the national Operational Compliance Steering Group, through the SEO Regional Performance Lead. They will liaise with colleagues and stakeholders across Operations and Services. They will be expected to build and maintain relationships, exchange/seek information and represent the RSU and Compliance and Data Quality Support Officer team.

• Be expected to form strong relationships with frontline colleagues across their region who are responsible for undertaking data quality compliance reporting. This must be an open and flexible relationship that enables the regular reporting on progress on regular tasks, as well as the fast-paced troubleshooting of issues that arise to collaboratively work towards resolution.

• Be able to communicate clearly and succinctly to senior management, including heads of service performance improvement, to illustrate the local data quality picture and identify any issues and potential root causes for these regularly. This information will be used by senior leadership to develop strategies to improve data quality across services.

• Work with other Compliance and Data Quality Support Officers to build relationships with the wider data quality network across the organisation to remain aware of priority issues and best practice guidance. This includes building relationships with the HQ Data Quality Team and Service Improvement teams.