Who are we looking for and why work at Children’s Hearings Scotland (CHS)?

At CHS we recruit, train and support empathetic and committed volunteers across Scotland.

Our 2,200 volunteer Panel Members take part in children’s hearings in their local areas, making decisions with and for infants, children and young people. We also work closely with a network of nine regional teams who support Panel Members in their local communities. This role provides a great opportunity to help children, their families, and the panel community by using feedback to enhance practice.

We are looking for someone with a proven track record in handling feedback and complaints. 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’ll be the main point of contact, either by e-mail, web form or telephone. You’ll have great interpersonal skills, be an excellent communicator and be able to multi-task and prioritise effectively.

You will need to capture the detail of the complaint accurately, establish what outcomes are required and work with our panel community and other partners to establish the facts so that you can respond to the complaint appropriately within the timelines required.

Ideally you will a good understanding of public sector complaints and the requirements of the Scottish Public Services Ombudsman’s Model Complaints Handling Procedure.

Supporting the Complaints Management Officer you will be involved with several exciting projects we are working on, including the continued development of our child friendly feedback and complaints approach, an improved feedback loop and supporting the continued development of relationships with our key partners. CHS has also introduced a new Tribunal Support Model for managing our internal volunteer organisational structure and you’ll be expected to support those changes through the lens of your feedback and complaints role.

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.

Please be aware that occasional travel may be required as a requirement of this role, as well as very occasionally having to work outside CHS’s normal working hours.

Feedback & Complaints at CHS

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. As Feedback and Complaints Officer, you will play a key role in improving processes relating to feedback and complaints management. As well as handling complaints in line with SPSO guidelines we also have a pastoral responsibility for our panel community so it’s important to understand what that means and get the balance just right.

You will have the opportunity to get involved in other projects which will enhance our insight and awareness of the experience of children and young people in hearings as well as from other partners. There will also be opportunity for career development for the right candidate.

Complaints sits within the Practice and Standards Team at CHS and that provides the perfect route for us to take the learning from complaints and feedback and translate that in to practice improvements within children’s hearings, as well as making sure we involve children in improving practice and policy.

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.

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 commit to providing any reasonable adjustments required during application and assessment process, and upon joining CHS.

Help us to make a difference!

Sacro’s mission is to deliver life-changing services that empower people, give hope and protection, and help to build safe communities.

This is an exciting opportunity to be part of the early interventions introduced by Clackmannanshire Councils Justice Hub aimed at addressing Domestic Abuse. This multi-disciplinary team works in partnership with Clackmannanshire’s Violence Against Women and Girls and Community Justice Partnerships, providing support on a voluntary basis for those affected by Domestic Abuse.

Space is a co-production partnership between Sacro, Clackmannanshire Justice Services and Clackmannanshire Housing Service. Safe Space will provide early intervention support to females who’s partners have behaved abusively towards them.

This is a transformational role and the successful candidate will split their time between:

• Working closely with Clackmannanshire Housing Service supporting women where domestic abuse is an issue and to achieve secure and sustainable housing outcomes, including support to retain their own home where that is the preferred outcome
• Providing support for female victims of domestic abuse whose partners/ex-partners are being assessed for, or are attending, the Caledonian group
• Supporting women who are referred in via one of our three Early Intervention pilot projects (STRIVE and Non Court Mandated Caledonian and men’s self-referral phone line)
• To work collaboratively as part of a multi disciplinary, multi agency hub to provide a wrap around service for women referred to Safe Space

Successful candidates will undertake the suite of Caledonian training necessary to undertaking all aspects of the role. This training will take please over the coming months.

Support will include:

• Providing information, support and safety planning to all women who are referred appropriately to the service. This will in most cases involve working closely with them in a variety of settings including their own homes
• Conduct risk assessments and needs assessments
• Liaise with agencies and work to a multi agency model in order to contribute effectively to the safety of women and their children

The successful candidate will be co-located with the Clackmannanshire Justice Team – two days of which will be within the Housing Support Service.

Applicants are required to have a working knowledge and understanding of domestic abuse and will involve delivering a service tailored to the needs of women surviving domestic abuse. Experience of working in this area, the ability to work on one’s own initiative and to work in partnership is desirable. Good communication and organisational skills are required as well as risk assessment and management skills.

Applicants should be educated to at least a Higher National Certificate level or hold a SVQ 3 in a relevant subject, such as Social Care.

The post holder will work with statutory and non-statutory agencies and partners. They will also receive specialist training and ongoing supervision for this role. The post requires hours to be worked flexibly and will include some evening work.

Kingdom Abuse Survivors Project are seeking a Befriending Co-ordinator to assist in developing and co-ordinating all elements of volunteering including : advertising, recruitment, training, development and matching and supporting of befriending volunteers within the organisation.

Applicants will have at least 2 years’ experience of providing services to vulnerable client groups and have proven experience of all aspects of managing and retaining volunteers.

The successful applicant will be able to demonstrate a high degree of self-motivation and have the ability to motivate others. They will also have a passion for improving the lives of women and men who have experienced childhood sexual abuse.

Must be able to work as part of a team.

Post will be based in Kirkcaldy and will involve travel across all areas of Fife.

Subject to PVG check.

Would you like to be part of a vital helpline service? Scottish Women’s Aid is expanding our helpline team to enhance our support services and meet a growing demand. We are recruiting to a new position of Helpline Administrator to provide administrative support to the team that delivers Scotland’s Domestic Abuse and Forced Marriage Helpline.

Background

Scottish Women’s Aid manages Scotland’s Domestic Abuse and Forced Marriage Helpline and is also Scotland’s leading organisation working to end domestic abuse and promoting effective policy and practice responses for women, children and young people who experience domestic abuse. We are the umbrella organisation for 32 autonomous Women’s Aid groups delivering direct services to women, children and young people across Scotland.

What you’ll do

As a Helpline Administrator, you’ll provide varied administrative support to the Helpline Team, supporting the smooth operation of Scotland’s Domestic Abuse and Forced Marriage Helpline. You will work closely with the Helpline Manager and Helpline Operations Coordinator, as well as the team of Helpline Call Handlers. Your tasks will include arranging meetings, taking minutes, updating records and documentation, and assisting with the helpline rota scheduling. You’ll also play a key role in tasks such as collecting and analysing data, creating reports, supporting staff training, and maintaining up-to-date information systems. Your work will contribute to effective communication internally and externally.

What we need

We’re looking for someone passionate about our work and committed to the values of Scottish Women’s Aid. We need someone with strong organisational skills, excellent communication abilities, and the capacity to manage a variety of administrative tasks effectively. You’ll be proficient in using Microsoft Office, maintaining digital records, and using online collaboration and communication tools. The ideal candidate will be capable of working independently, using their own initiative, problem-solving skills, and effective prioritisation. You’ll contribute to a supportive and inclusive team culture and participate effectively within a mostly remote team.

What we offer

There are many reasons to work for Scottish Women’s Aid. We have a great working culture and our mission and vision attracts a brilliant staff team. Your hard work is rewarded with a package of support and benefits including:

Flexible working

We offer flexible hybrid working options for the majority of our employees. Some posts are eligible for full-time homeworking. We also offer flexibility for staff and work/life balance through a number of flexible working options such as flexi time, condensed hours, job sharing.

Pay

SWA are a Living wage employer, our pay and grading system offers a competitive starting salary and yearly progression.

Annual Leave

We offer a full-time annual leave entitlement of 30 days (210 hours) per year plus 10 Public Holiday days (70 hours) per year. Leave is accrued at the rate of 3.33 days (23.3 hours) per month.

Pension

SWA believes it's important that we help you save for your retirement so access to Nest pension scheme is given to all eligible employees. SWA contributes 10% of gross contractual earnings on the provision that the employee contributes a minimum of 3% towards their pension contributions.

Learning and Development

SWA supports and develops staff to ensure they have the necessary skills, knowledge and abilities. There is an internal schedule of training on key skills and knowledge relevant to all staff. There is also scope to attend ad hoc training for employees who are working to develop specific skills.

Enhanced Maternity and Paternity Pay

SWA offers staff who meet the criteria for Statutory Maternity Pay (SMP) an enhanced maternity pay of 20 weeks on full pay and 20 weeks on half pay.

Wellbeing

As part of SWA’s commitment to staff wellbeing, staff are offered access to a confidential 24/7 health and Wellbeing service with AIG which provides confidential advice, counselling and legal support to all staff, and where applicable, immediate family members.

Bike 2 Work

An interest-free loan to purchase a bike, can be arranged up to the value of £1,000.

Edinburgh Leisure Gym Subsidies

Edinburgh based staff are able to access Edinburgh Leisure facilities for the reduced price of £1 per session.