Why apply for this role?

Children’s Hearings Scotland (CHS) is undergoing an exciting period of reform, designed to make a step change in improving the outcomes for infants, children and young people who need us most. Children’s Hearings Tribunal Members play a vital role in Scotland’s society. They listen and make legal decisions for infants, children and young people. They ensure that the young person is at the heart of every decision taken – because every decision, no matter how big or small, has an impact.

You will be joining CHS at a pivotal point, as we continue to implement our new regional tribunal support model that was launched last year. Alongside the Regional Tribunal Delivery Manager, Partnership Coordinator and fellow Wellbeing Coordinator you will play a significant operational role in supporting our Panel Community through change by shaping and implementing wellbeing approaches within the new model, ensuring our volunteer communities are effectively supported.

Working under the guidance of the National Wellbeing Manager, and reporting to the Regional Tribunal Delivery Manager, the successful candidate will join the other Wellbeing Coordinators to deliver consistent approaches to wellbeing support and volunteer management in all the areas in their region.

This role will be a job share working alongside our current Regional Wellbeing Coordinator for Lanarkshire and Dumfries & Galloway. You will be part of the operational delivery team for each of 9 new CHS Area Support Team regions across Scotland and will work alongside and support our volunteer community through the change and transition now and in the future. It will help us to provide an enhanced and consistent support structure to better enable our volunteer Tribunal Members to support children and young people throughout Scotland. It will provide a strong foundation to support and enable our panel community to deliver our duties from the Care & Justice Bill and the recommendations agreed in the ‘Hearings for Children’ report.

Your role

Reporting to the Regional Tribunal Delivery Manager, the Regional Wellbeing Co-ordinator is responsible for the promotion of wellbeing support needs of Tribunal Members within one of 9 regions across Scotland. You will support the Regional Tribunal Delivery Manager, the Regional Partnership Co-ordinator and your fellow Wellbeing Coordinator to deliver the National Convener’s statutory duties for the provision of Children’s Hearings across a dedicated region in Scotland to a consistent high-quality standard.

The core purpose of this role will be the identification of wellbeing support needs on a regional level and signposting Tribunal Members to relevant support. This may involve contact pre/post hearings which are identified to have distressing subject matter and putting the relevant support mechanisms in place to promote the wellbeing of Tribunal Members. The role holder will be key to managing the relationship(s) between Tribunal Members who are volunteers and the organisation more broadly.

The role holder will be expected to be an exemplar for the values of CHS including listening to and valuing the voice of children and young people, the contribution of volunteers, and ensuring a respected, quality based, and sustainable tribunal system is delivered on behalf of the National Convenor.

About you

You will have excellent people skills and can build positive relationships with people who come from a variety of backgrounds and beliefs.

You will share collective responsibility for delivering organisational objectives, through active engagement and collaboration with colleagues at all levels in the organisation.

You will be energetic and enthusiastic, a brilliant collaborator with demonstrable experience of effective wellbeing support within an organisational setting; able to evidence insight (professional, direct or personal) into the implications of Trauma on behaviour.

You will have direct experience of supporting people (volunteers or employees) through complex or challenging situations. You will have experience of guiding and supporting others through continuous improvement projects; having the willingness and ability to enable changes to take place in the most productive way.

You will be an excellent communicator, building links and networks across teams (internally and externally), effectively initiating dialogue across the organisation recognising that we have a shared responsibility to provide the best experience for our volunteer colleagues and wider stakeholders.

Life at CHS

At Children’s Hearings Scotland, our highly trained Tribunal Members make decisions for Scotland’s unique Children’s Hearings System that upholds and promotes the rights of infants, children and young people. Our 2,500 volunteer Tribunal Members take part in children’s hearings in their local areas, making decisions with and for infants, children and young people. Our organisation also supports a network of Area Support Teams throughout Scotland who support Tribunal Members in their local communities.

As an organisation that works within the Children’s Hearings System, we are passionate about making a positive contribution to improving outcomes for Scotland’s infants, children and young people.

You can read more about our core values on our website as well as view an introductory video to our organisation. We also offer a generous benefits package from hybrid working to flexi hours and a fantastic pension scheme – check out our full benefits summary.

Diversity and Inclusion

CHS is an equal opportunities employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and are committed to providing any reasonable adjustments required during the application and assessment process, and upon joining us.

Why apply for this role?

We are looking for someone with a proven track record in handling feedback and complaints. You must have experience of engaging with children and young people and using child friendly approaches to gather feedback and using this feedback to improve services.

You must be passionate about resolving issues and making sure deadlines are met, using what we learn from feedback and complaints to improve outcomes for children. You must have excellent interpersonal and communication skills, and be able to multi-task and prioritise effectively.

You’ll also need a good eye for detail, be comfortable using complaints management systems and be familiar with Office 365 products, including Teams. You’ll be able to produce reports in relation to complaints and have the confidence and skills to engage with our partners and senior leaders. You need excellent analytical skills and the ability to accurately capture data to inform improvements.

This role provides a great opportunity to help children and young people in need of care and protection to provide feedback on their experiences so we can improve children’s hearings.

We are keen to enhance our feedback channels and our primary aim is to resolve most of our complaints at the frontline, without the need for formal investigation, whilst using this feedback to support organisational learning

As Feedback and Complaints Officer, you will play a key role in improving processes relating to feedback and complaints management.

• You will be handling complaints in line with SPSO guidelines
• Our 2,000 volunteer Panel Members take part in children’s hearings in their local areas, making decisions with and for infants, children and young people and you’ll use the insights that you glean from dealing with feedback and complaints to support the panel community in a sensitive way so we can improve their practice.
• You will also provide support to colleagues in our nine regional management teams, providing advice and guidance as appropriate as well as dealing with internal complaints.
• You will have the opportunity to get involved in other projects to promote and encourage children and young people to provide feedback about their experience at their hearing
• You’ll use what we earn from feedback and complaints analysis to identify themes and trends that we can use to support our quality, learning and practice colleagues.

For information on how to apply, please see bottom of the advert.

Key Responsibilities

• You will need to capture the details of complaints accurately, establish what outcomes are required and work with our volunteer community and other partners to establish the facts so that you can respond to the complaint appropriately within the timelines required.
• You’ll need a good understanding of public sector complaints and the requirements of the Scottish Public Services Ombudsman’s Model Complaints Handling Procedure.
• You’ll need to engage with children and young people with a view to supporting them to share their thoughts and to find ways to encourage them to tell us what went well and what we could do differently or better.
• You will also support the continued development and enhancement of our child friendly feedback and complaints procedure, an improved feedback loop and supporting the continued development of relationships with our key partners.

Please be aware that some travel may be necessary as a requirement of this job, as well as occasionally having to work outside CHS’s normal working hours.

Our Feedback and Complaints team

There are currently two Feedback and Complaints officers working a job share as well as the Feedback and Complaints Management Officer who is responsible for the team. The team sits within our Practice and Standards Team with direct links to our Practice, Quality, Participation and Learning teams. This is an exciting time to join the team as we are seeking to enhance our feedback channels for children and young people and our Child Friendly Complaints approach, so that we encourage more and more young people to tell us about their hearings experience.

Life at CHS

As an organisation that works within the children’s hearings system, we are passionate about making a positive contribution to improving outcomes for Scotland’s infants, children and young people. Our values are at the very heart of what we do every day. By working with us, you’ll be joining a diverse community of colleagues and volunteers.

At CHS we are proud to celebrate difference. We all have different skills, experience and backgrounds and we strive to have a friendly and inclusive culture where you can be yourself.

We offer an excellent benefits package, from health and wellness to finances and family. including: generous annual leave, flexible working and other leave policies, fantastic pension, Employee Assistance Programme, development opportunities and wider employee wellbeing initiatives.

You can read more about our core values HERE as well as view an introductory video to our organisation. We also offer a generous benefits package from hybrid working, flexi hours and a fantastic pension scheme - you check out our full benefits summary HERE.

Diversity and Inclusion

CHS is an equal opportunities employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and are committed to providing any reasonable adjustments required during application and assessment process, and upon joining us.

Why apply for this role?

As People and Culture Assistant, you will have the opportunity to support the delivery of our People Strategy and be at the heart of delivering our organisational vision.

This is an exciting time to join the CHS People and Culture team as the organisation continues to evolve in line with the delivery of ‘The Promise’ and wider sector transformation. Your insight will be crucial in delivering high quality People services and facilitating ongoing engagement with our colleagues. You will be working within a small team continuing to build our People Culture and ensure that CHS is a great place to work now and in the future. While this role is a temporary one you will have opportunities to input into our team’s and wider organisation’s ways of working.

Key Responsibilities

• Provide administrative support to the People and Culture in relation to work across the team such as policy development and review, working in partnership with our CHS Team Forum to ensure that all employment and organisational development procedures, processes and people related activities best fit CHS, legislation and remain current and sustainable;

• Provide first line support to line managers, colleagues and manage the HR inbox;

• Contribute to continuous improvement of efficient systems and procedures which support the daily functions of the People and Culture Team, ensuring information is managed appropriately and in accordance with data protection requirements;.

• Payroll, people finance and contract administration

Our People and Culture team

Our People and Culture Team (internally known as People Operations Team) currently comprises of Director of People and Culture, two People and Culture Partners, People and Culture Coordinator and People and Culture Assistant. In the wider People and Culture directorate, we also work closely with our National Wellbeing Manager, Recruitment and Retention Managers (volunteers) and Recruitment and Retention Coordinator (volunteers). The role of the team is to support our National Team consisting of just under 100 colleagues. We want to ensure our people have the right tools and resources in place to work toward our vision and mission. The team is passionate about delivering quality as well as creative People service. You will support this small, dynamic and innovative team while collaborating with other departments and teams across the wider organisation.

Life at CHS

As an organisation that works within the children’s hearings system, we are passionate about making a positive contribution to improving outcomes for Scotland’s infants, children and young people. Our values are at the very heart of what we do every day. By working with us, you’ll be joining a diverse community of colleagues and volunteers.

At CHS we are proud to celebrate difference. We all have different skills, experience and backgrounds and we strive to have a friendly and inclusive culture where you can be yourself.

We offer an excellent benefits package, from health and wellness to finances and family. including: generous annual leave, flexible working and other leave policies, fantastic pension, Employee Assistance Programme, development opportunities and wider employee wellbeing initiatives.

You canread more about our core values as well as view an introductory video to our organisation. We also offer a generous benefits package from hybrid working, flexi hours and a fantastic pension scheme - check out our full benefits summary.

Diversity and Inclusion

CHS is an equal opportunities employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and are committed to providing any reasonable adjustments required during application and assessment process, and upon joining us