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

2.1. Director of Investigation

The Investigation function is led by the Director of Investigation. 

The Director of Investigation will: 

• work closely with the Ombudsman, the Chief Executive and Director of Intake and Assessment to set strategic policy on casework.

• ensure operational risks are identified and managed using the LGSCO approach to risk management.

• be accountable for the effective operation, quality, and performance of the Investigation process. 

• line manage the Assistant Ombudsmen and support them in their role as leaders. 

• have a key role in liaising with the Head of Policy and Communications to ensure the Investigation function contributes as fully as possible to wider public value goals.

The Director of Investigation is the first point of escalation for all queries from Assistant Ombudsmen in relation to complex and high-risk cases in Investigation. 

Any case being considered for a report should initially be referred to the Director of Investigation, who will oversee the sign-off of final reports and Adverse Findings Notices. The Director will also work with the Assistant Ombudsmen on any cases subject to legal action. 

2.2. 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.

2.3. 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 impact work, such as focus reports, delivering 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 quality, timeliness and quantity.

2.4. 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 will also handle responses to Pre-allocation enquiries.’.