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Investigation Manual

2. Roles within the investigation team

Generic job descriptions for all staff can be found here. Broad functions within Investigation are:

2.1. Assistant Ombudsman

The Assistant Ombudsman is responsible for the effective management of the team to achieve its share of the ‘basket of work’ in order to achieve the objectives set out in the set out in the Business Plan. They will determine how work is allocated within the team, provide advice and assistance and ensure appropriate standards are met.

2.2. Investigators

Investigators are responsible for completing to appropriate standards the work allocated to them. Much of the work will be undertaking investigations, and identifying learning from them, but they may also be expected to take part in public value work, training and other activities.

Investigators have the Ombudsman’s delegated authority to decide complaints and must take ownership and responsibility for their actions in dealing with them. They work with minimum levels of supervision and there is a high degree of discretion to decide how to deal with cases. But with this comes accountability. We expect high levels of performance in terms of both quality and quantity.

2.3. Team Coordinators

The Team Coordinator’s role is to provide administrative and organisational support to a team and assist in coordinating activity across the team. Precise activities will reflect the Assistant Ombudsman’s priorities, but Team Coordinators will deal with cases not yet allocated to an Investigator, including keeping in touch with the parties; having a role in allocations; sending the Notification of Investigation letters when cases are allocated, assisting with Investigators’ correspondence; checking compliance with agreed remedies and sending other standard letters. They also act as a point of contact, undertake research to support the team’s work and undertake administrative work for the team. They may also be asked to make ‘Team Coordinator enquiries’.