Behaviours, Knowledge & Skills: 9/5/2011 WORKSHOP Behaviours, Knowledge & Skills: a framework for caseworkers To discuss best practice and the work of the Association to develop a framework to underpin the casework of all members Ombudsman Association Biennial Conference: 14-15 May 2015

Chair: Margaret Allcock The Adjudicator’s Office INTRODUCTIONS Chair: Margaret Allcock The Adjudicator’s Office Presenters: Darren Wright Garda Síochána Ombudsman Commission Nicola Elakel Financial Ombudsman Service

Training Project Recommendations: Background Training Project Recommendations: To confirm a set of principles and standards as the building blocks for sharing good practice and accreditation, based on the Association’s Principles of Good Complaint Handling   To develop a process of OA accreditation to ensure a breadth of recognised training and development partners is readily available for schemes To capture the knowledge, behaviours and skill set required for conducting investigations and develop a framework for good complaint handling

Draft Framework of Behaviours/Knowledge/Skills for Complaint Handling Professionals Complaint Handling Skills Investigation Skills Customer Contact Skills Case Management Professional Expertise Working to the OA Principles of Good Complaint Handling Critical thinking Understanding, anticipating and supporting customer needs Learning lessons and feedback to bodies under jurisdiction Scheme specific knowledge and technical expertise Clear and comprehensive drafting Analysis Handling difficult situations and managing unacceptable behaviour Maintaining quality Appropriate stakeholder awareness/management Taking a proportionate approach to remedy and redress Weighing evidence Building rapport Planning and managing priorities to balance caseload Consistency in demonstrating the tone/culture of the scheme Detailed understanding of DPA/FOI legislation Proportionate investigation Listening and questioning Value for Money by exercising flexibility and pragmatism Sound management of auditable administrative processes Accurate and timely proof reading Judgement Understanding and applying Equality and Diversity, including Accessibility Adept at using appropriate systems and databases Clear understanding of jurisdiction and remit Clear audit trails and reasoned editing Decision making Helping customers navigate the complaints process Awareness of when to seek broader input/case conferencing Understanding obligations relating to the confidentiality of data

Garda Síochána Ombudsman Commission Financial Ombudsman Service Sharing experiences………… Updates from the Garda Síochána Ombudsman Commission and the Financial Ombudsman Service

Thank you. Please feed any further thoughts on the development of the framework to your representative on the OA HR Interest Group or email me directly margaret.allcock@hmrc.gsi.gov.uk