At the IOPC, our Casework Managers make decisions regarding serious complaints against the police. To do this, they gather, analyse and weigh the evidence fairly and impartially, considering all factors to reach a conclusion. At one end of the spectrum this might be “no fault” and on the other end it could be “disciplinary action”.

As a Casework Manager, you will be accountable for your decisions as they affect the lives of both members of the public and police officers; the decisions you reach have the potential to make a difference to the public’s confidence in the police and policing in the UK. This role offers strong development and good subsequent progression opportunities due to both the increasing overall volume of casework and skills you gain being valued across the organisation.

ROLE DESCRIPTION

This is a challenging, interesting position with a variety of work, which requires good judgement and an analytical, methodical mindset as well as the resilience to analyse the finer details of the circumstances of the complaint; which itself is often of a sensitive nature.

You will be expected to handle a wide variety of cases and subject matters, ranging from reviews following police complaint investigations, to reviewing Death and Serious Injury reports completed by the police, before communicating your assessment to a variety of interested parties and stakeholders, tailoring your communication to the audience appropriately. You may also be required to communicate your decision to other stakeholders, both internal and external.

The role of Casework Manager is equally challenging as it is rewarding. It is important to remain impartial and unbiased when performing the role, and ensure that our decisions are fair, balanced and supported by the legislation and available evidence. The decisions made by IOPC Casework Managers are final and can only be challenged in the courts. Therefore, the cases you complete must be of a high quality and supported by a sound rationale.                                                                                                                                                                                                                                                                                                                                            

As a Casework Manager, you will be provided with in-depth bespoke and tailored training about a variety of subjects which will be relevant to your role. We invest significantly in our Casework Managers; closely supporting them to improve their knowledge and experience to effectively perform their role. The organisation has a variety of other departments, including Legal, Subject Matter Networks and an Oversight Team, who offer specialist support and guidance to Casework Manager’s when they are reaching their decisions.

If you are looking for an unconventional ‘desk based’ role that offers you the opportunity to develop a strong and transferrable skill-set to build your career from be well-supported by the organisation, and have a tangible positive impact on policing and the public in the UK, please consider applying.

Please note that the IOPC has recently adopted a Hybrid approach to working. Whilst the role of Casework Manager can predominantly be completed from home, there will be a requirement to attend the one of our casework offices when business needs dictate (likely quite infrequent)

MAIN RESPONSIBILITIES

CUSTOMER SERVICE & RELATIONSHIP MANAGEMENT

• Ensuring customer service principles are met when interacting with appellants, appropriate authorities and other interested parties and explaining the reasons for decisions taken by the organisation.
• Assess and make recommendations or decisions in accordance with the Scheme of Delegation on: investigation and local resolution appeals, withdrawals of complaints, challenges to the application of sub judice rules, supervised investigations, and death and serious injury local investigation reports.
• Conduct correspondence and communicate over the telephone, with members of the public and appropriate authorities.
• Ensure that each case is dealt with promptly, objectively, and in accordance with the relevant legislation.
• Critically analyse evidence and information provided to the organisation.
• Assess whether the level of information provided by Appropriate Authorities is adequate.
• Obtain further information as required to assist in analysis of the information.
• Exercise your considerable levels of discretion and autonomy in reaching clear decisions based on the evidence.
• Write clear concise reports containing analysis of the evidence, explain findings and conclusions, and recommend appropriate action.
• Make, or advise others to make, learning recommendations, recommendations for disciplinary action and directions to take disciplinary action.
• Prepare files for disclosure to the relevant parties when appropriate.
• Observe misconduct proceedings stemming from upheld appeals or investigations.
• Share learning acquired from your work with colleagues and stakeholders to improve the quality of decision making.
• Help the IOPC affect wider positive change by carrying out a range of activities such as training events and working with external stakeholders.

PERSON SPECIFICATION

KNOWLEDGE, EXPERIENCE and QUALIFICATIONS

CUSTOMER SERVICE & RELATIONSHIP MANAGEMENT

• Ensuring customer service principles are met when interacting with appellants, appropriate authorities and other interested parties and explaining the reasons for decisions taken by the organisation.
• Assess and make recommendations or decisions in accordance with the Scheme of Delegation on: investigation and local resolution appeals, withdrawals of complaints, challenges to the application of sub judice rules, supervised investigations, and death and serious injury local investigation reports.
• Conduct correspondence and communicate over the telephone, with members of the public and appropriate authorities.
• Ensure that each case is dealt with promptly, objectively, and in accordance with the relevant legislation.
• Critically analyse evidence and information provided to the organisation.
• Assess whether the level of information provided by Appropriate Authorities is adequate.
• Obtain further information as required to assist in analysis of the information.
• Exercise your considerable levels of discretion and autonomy in reaching clear decisions based on the evidence.
• Write clear concise reports containing analysis of the evidence, explain findings and conclusions, and recommend appropriate action.
• Make, or advise others to make, learning recommendations, recommendations for disciplinary action and directions to take disciplinary action.
• Prepare files for disclosure to the relevant parties when appropriate.
• Observe misconduct proceedings stemming from upheld appeals or investigations.
• Share learning acquired from your work with colleagues and stakeholders to improve the quality of decision making.
• Help the IOPC affect wider positive change by carrying out a range of activities such as training events and working with external stakeholders.

PERSON SPECIFICATION

KNOWLEDGE, EXPERIENCE and QUALIFICATIONS

• Relevant experience, of complaints handling or of dealing with a direct service to the public where contentious and difficult issues have to be dealt with sensitively.
• Evidence of well-developed critical thinking skills; able to gather and use information to carry out enquiries and form sound judgements.
• Evidence of strong oral and particularly written communication skills, backed-up with good computer literacy.
• Good general education with at least two A’ Levels or equivalent.
• Proven ability to show initiative and contribute in a changing environment.
• Successful candidates will be expected to undertake appropriate training and development leading to an accredited qualification.

Please note that we have a number of roles including both permanent, fixed-term, full-time and part-time (circa 25h+). If you have a strong preference which you want to be considered for, please express this if you are invited to interview.

Selection process

We'll assess you against these behaviours during the selection process:

• Making effective decisions
• Communicating and Influencing
• Managing a quality service
• Delivering at pace
• Working together

Reasonable adjustments

The IOPC is a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments to our recruitment process please let the recruiting manager know.

Preparation checklist

Review the full job description 

Review the behaviours and the descriptors for each behaviour

Review the Strengths dictionary 

Review the IOPC values 

Consider your Strengths 

Consider drafting example answers that cover the specific elements 

Prepare some questions to ask the interviewers 

Application Assessment questions:

1 - Making effective decisions: Give an example of when you have produced a detailed report following analysis of complex information and have been required to effectively demonstrate how you arrived at your decision.

2 - Communicating and Influencing: Give three examples of different ways you have had to communicate effectively with a wide range of people, at least one of these should show how you maintained a balanced approach in a sensitive situation.

3 - Delivering pace: Give examples of when you have had to organise your work to deliver results in a tight timescale and provide high quality outcomes. One example should be when you worked independently and one example of when you worked as part of a team