Market Engagement Event – Provision of Independent Complaint Officers Service

The Children Act 1989 requires councils that provide children’s services to set up a three-stage complaints process. Councils must make sure they administer the procedure properly and effectively, considering the extensive guidance available. Children, young people and their parents deserve a complaints system that ensures their voices are heard and issues are resolved fairly and swiftly. Complaints are not specific to any one area.

The Independent Complaints Officer Service shall assist the Children’s complaints team to manage complaints that have escalated to stage 2 formal investigations and stage 3 independent complaint panel reviews. To support the team four independent roles are required.

The Service Provider shall provide the following four roles;

• Stage 2 Investigating Officer,
• Stage 2 Independent Person,
• Stage 3 Independent Panel Member
• Stage 3 Independent Chair.

The key elements of the services provided by the Service Provider shall be: (Role Specific)

• to provide an independent and objective view about the investigation of complaints.
• to complete highly sensitive investigations within the authority in relation to complaints under the Children Act made by children, young people and their families.
• Provision of a comprehensive, open, transparent and fair consideration of the complaint by scope and defining limitations of the complaint to be investigated
• Sensitive and thorough interviewing of the complainant; consideration of social work records and other relevant information; interviewing staff and other people relevant to the complaint; and analysing information.
• produce a high-quality report which is analytical, factual, evidence-based and addresses the statement of complaint.
• Undertake investigation within the statutory timescales
• Attendance at Stage 3 review panels if appropriate
• Provide relevant opinion based on any specialist skills, knowledge and awareness that they have in respect of the presenting complaint.
• To ensure that the young person is at the heart of every decision taken
• To ensure that the investigation is conducted in accordance with ‘Getting the Best from Complaints’ Social Care Complaints and Representations for Children, Young People and Others.
• Ensure that all participants are treated with respect throughout the process.
• To ensure investigations and recommendations provide a learning and development perspective.

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