Job Title: Case Handler

Grade: Higher Executive Officer (HEO)

Location: Court of Protection

Background

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.  We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.   

Overview

The Court of Protection make decisions on financial or welfare matters for people who can’t make decisions at the time they need to be made (they ‘lack mental capacity’). We are based in London. Most cases are heard by district judges and a senior judge but can sometimes be heard by High Court judges. Cases can sometimes be transferred to a local court for hearing.

We are responsible for:

• deciding whether someone has the mental capacity to make a particular decision for themselves

• appointing deputies to make ongoing decisions for people who lack mental capacity

giving people permission to make one-off decisions on behalf of someone else who lacks mental capacity.

• handling urgent or emergency applications where a decision must be made on behalf of someone else without delay

• making decisions about a lasting power of attorney or enduring power of attorney and considering any objections to their registration

• considering applications to make statutory wills or gifts

• making decisions about when someone can be deprived of their liberty under the Mental Capacity Act

The key purpose of the role is to

• Provide specialist advice, support and guidance to the Court Manager and court staff in achieving the successful throughput of work on a daily basis.

• To help team members develop the skills and knowledge to deliver RCJ Group operational objectives.

• To provide technical advice and guidance to court users.

Key responsibilities

• Develop technical knowledge/skills of Court of Protection staff

• Deliver a consistent and customer focussed service

• Ensure effective deployment of resources within allocated budget

• Work with managers across the Royal Courts of Justice Group to ensure the delivery of Group performance objectives.

• Act as Authorised Court Officer making orders and directions, as required

• Act as Responsible Officer as required.

Operations

• Work to maintain and develop effective partnerships with the judiciary, supporting agencies, voluntary and user groups.

• Attend client service review meetings covering performance, service improvements, quality and processes

• Advise the Operations Manager and senior staff of issues regarding and arising from performance and service improvement

• Be effective in the sharing of knowledge and in the management of technical/decision making information to enable staff to perform/deliver customer service to a high standard

• Identifying and proposing solutions to improve business delivery, to enable teams to be effective as they can be

• Ensuring compliance with HMCTS values, policies and procedures (including diversity, attendance and discipline, HMCTS Assurance Programme).

• Liaise with the Customer Service Officer and Disability Contact Officer as necessary to assist court users with particular needs to ensure they receive a co-ordinated service

• Liaise with the Operations Manager on ways to meet local training needs and assist in the preparation of local training programmes

• Keep abrest of changes to legislation and process development

• Conduct HAP controls as required, to access the level of compliance. Help develop new controls to mitigate areas of weakness to ensure compliance with HMCTS policies and procedures.

• Attend daily TIB meetings to promote continuous improvement using 3C and Problem-Solving tools

Managing casework

• To ensure that the organisation learns from experience and takes advantage of opportunities to improve service delivery and performance

• Advise the Operations Manager and senior staff of issues regarding and arising from performance and service improvement

• Attend client service review meetings, including SMT meetings, covering performance, service improvements, quality and processes, setting local priorities and objectives

Analysis

• Improvements to service delivery are informed by the job holder’s recommendations, referring more complex problems to the Operations Manager Specific policies are influenced by effective technical management information and advice

Communication

• Act as the first point of contact on matters relating to the Court of Protection Rules 2017/Mental Capacity Act 2005 by providing help and advice to staff, court users and other agencies on customer service issues

• Identify the impact of any changes for external stakeholders and develop local communication plans which meet the needs of the target audience.

• Maintain effective communication with the judiciary in London and regional Courts

Representation

• Representing and supporting the court as appropriate (including meeting with the judiciary and stakeholders)

Leadership

• To lead by example so that there is a positive impact on RCJG work and goals

• Act as an exemplar and provide advice/share learning to achieve continuous improvement and promote new processes

• Enable and develop staff through coaching/mentoring so that they can deliver an excellent service

• Support managers in reviewing, improving and updating court procedures/processes through the ongoing use of TIB’s and SOP’s

• Ensure the application of MoJ HR policies and procedures.

Specialisms

To have working experience of the Mental Capacity Act 2005 and Court of Protection Rules 2017

To provide specialist advice and guidance in relation to Court of Protection applications and enquiries on general technical aspects of application management.

This will include but is not limited to the following:

• Take ownership of, and see to conclusion, work in relation to urgent, sensitive or time-consuming applications, including Personal Welfare, Fast Track and Deprivation of Liberty (DOLS) applications

• Assess complexity of new cases, responsible for identifying urgency, referring more complex cases to Authorised Officers or Judiciary and highlighting any special considerations/novel issues

• Liaise with the Judiciary, Authorised Officer and Operations Manager as appropriate in relation to sensitive, high profile cases

• Responsible for receiving, filing and managing confidential material relating to personal health and welfare case, ensuring it is held, transmitted and disposed of securely

• Act as Urgent Business Officer to liaise with the Court Enquiry Service, the Judiciary and emergency applicants to provide a service in line with published timescales and as set out in the relevant Practice Direction

• Investigate and refer complex or contentious cases including EPA/LPA objections, Wills, Gifts and Settlements to Authorised Officers or the judiciary for adjudication,

• Take ownership of New Trustee applications and to review the implications on the existing deputy’s security.

• Take ownership of Panel deputy applications including liaison with applicants, OPG and members of the Panel, as required.

• Take ownership of Section 49 orders, including liaising with the OPG and Court Visitors as required

• Advise Authorised Officers, Operations Manager and Team Leaders in relation to improving service to customers.

• Support Authorised Officers with advice in developing best practice.

• Deputise for Authorised Officers when required

• Provide advice and draft response for the Operations Manager and other senior staff on more sensitive and complex complaints/correspondence/ enquiries

• To identify and review old cases and initiate action to progress them

Financial Authority

• Ensure effective deployment of resources to live within the allocated budget.

Accountability

• Reporting to the Operations Manager.

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Operational Delivery in HMCTS

This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in

• Face-to-face roles in HMCTS for example a court usher

• Contact Centre roles in HMCTS for example call centre advisers

• Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration

Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.