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Investigation Manual

33. Delegation 

  • The Director of Intake and Assessment and Director of Investigation have delegated authority to make decisions on all complaints including those decided as reports.
  • Assistant Ombudsmen, Assessment Team Leaders and Investigators (including those seconded from PHSO) have delegated authority to make decisions on all complaints except those decided as reports. (But see Decision and decision reasons
  • Team Coordinators have delegated authority to make decisions on premature complaints. (But see Decision and decision reasons.) See the full delegation arrangements. 
  • For new starters, the Ombudsman’s delegated authority is initially suspended.  Delegated authority is rolled out by subject area, stage or otherwise, as confidence in the new starter’s performance increases. All final decision cover letters for non-delegated Investigators should go out in the name of someone with delegation (Investigator or Assistant Ombudsman). Draft decisions and other letters are sent in the undelegated Investigator’s name.
  • Delegation is signed off by the new starter’s manager with a note to HR and the Professional Practice Coordinator copied to the Ombudsman and Director of Investigation.  In authorising delegation, the manager will consider:
    • The range of subjects, and complexity of cases addressed
    • Confidence in jurisdictional understanding/judgements/reasoning/writing style
    • Monitoring information/quality issues
    • The extent and appropriateness of advice sought
    • Customer focus such as telephone calls and reasonable adjustments
    • Record keeping and ECHO
    • Reviews of letters/draft decisions at different stages