Staff responsibilities

Staff training and development

The policy and procedure will be published to all our staff.  Training on the policy and procedure will be built into induction and customer care training.

Managers will have a responsibility to inform, support and monitor staff to ensure that the policy and procedure is properly implemented and to ensure that all staff are aware of the main stages of the complaints procedure and the person responsible for co-ordinating complaints within their services.

Staff Responsibilities

Frontline staff and managers are best placed to resolve complaints and it is important for us to support and train these staff to handle and resolve complaints in an efficient manner.

Within each service there will be a nominated officer to co-ordinate with complaints.  This officer will be responsible for commenting on the progress of complaints, resolving issues on the progress of complaints and being the contact for information requirements.

We expect all staff to:

• strive to resolve complaints as early as possible and if this is not possible, refer the matter to a senior officer to try and resolve
• understand the complaints policy and procedures and the different stages involved
• give good advice to people who want to complain about the policy and the procedure
• make sure  that the  timescales are met and procedures are followedmake sure that all details relating to the complaints are logged on Customer Relationship Management system
• make sure that the quality and content of the responses to complaints are appropriate, acceptable and use plain English in line with our commitment to the plain English campaign

 We expect officers dealing with complaints to:

• make sure that the stage 1 process is completed within the timescales and that all information is added to the Customer Relationship Management system
• oversee the handling of complaints by their staff
• make sure that the quality and content of the responses to complaints are appropriate, acceptable and use plain English in line with our commitment to the plain English campaign
• give advice to staff on the complaints policy and procedure and make sure they receive training if required
• make sure complaint information is kept in accordance with monitoring requirements

 We expect Third Tier Officers to:

·   oversee the handling of complaints by their staff

·   review and investigate stage two appeals

·   make sure that the stage two process is completed within the

     timescales and that all  information is added to the complaints

     system

·   make sure that the quality and content of responses to complaints

     are appropriate, acceptable and  use plain English in line with our

     commitment to the plain English campaign

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