45814 - Support Officer

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity

Overview of the role

The Prisons and Probation Ombudsman is an Arm’s Length Body of the Ministry of Justice and investigates:

• Complaints from prisoners, trainees in Secure Training Centres (STCs), immigration detainees and probation supervisees; and
• Deaths in prisons, STCs, Secure Children’s Homes, Immigration Removal Centres, Court cells and probation approved premises.

The Ombudsman currently investigates around 400 deaths per year.  The Support Team plays a key role in logging deaths on our case management system, notifying our stakeholders about our investigations and issuing initial and final reports.   

The post holder will be part of the Support Team, which is headed by a Band D Support Team Manager.  The Support Team is responsible for ensuring that the Fatal Incidents Team is supported promptly and effectively.  The post holder will work in a team with three other Support Officers. 

This post offers an exciting opportunity to work in a small but dynamic team.  The post holder will need strong organisation skills, be able to work under pressure and be confident dealing with a variety of people.  It will suit individuals that are self-motivated and enjoy working within a team and with investigators. 

Previous experience of the Criminal Justice System is not required as training will be given on the job.

The PPO is based at the HM Government hub at 10 South Colonnade, Canary Wharf.  Most PPO staff are currently working at home and interviews will likely be held virtually.  After any induction processes and probation periods, the successful candidate will be offered the opportunity to divide their working week between working in our office and working at home, if possible.  Prior to the pandemic, all staff were expected to spend up to 60% of the week at the London office, with the rest of the time spent working at home or at commuter hubs.  It is likely that there will be a similar requirement for regular office attendance when we are able to return to the office.

External candidates joining the Civil Service will be expected to join on the minimum salary for the band.

Job Description

The post holder will be responsible for the following:

• Accurately and promptly logging new deaths on our case management system.
• Making relevant and appropriate enquiries with our stakeholders.
• Notifying our stakeholders about our investigations.
• Promptly issuing our initial and final reports to our stakeholders.
• Managing general correspondence to the PPO, received by post, email, fax or telephone.
• Processing cases appropriately and promptly on our case management system.
• Supporting our fatal incident investigators with their investigations and their administrative tasks.
• Anonymising our investigation reports so that they can be uploaded on the PPO’s website.   
• Helping to promote team and cross-office working and contributing fully to the team and office meetings.

Skills & Qualifications

Recruitment across the Civil Service changed from July 2019 with the introduction of Success Profiles. Further guidance can be found at https://www.gov.uk/government/publications/success-profiles.

Your application should include an example where you have demonstrated the skills required for each of the following four behaviours.  As part of your application, please demonstrate what relevant experience you have for the role in the free text box at the end.  

We expect to receive numerous applications for the post so we will complete an initial sift on the “Delivering at Pace” behaviour.  We will not review the rest of the application for any candidate who does not meet the required mark for this behaviour. 

If you are invited for interview, you will be asked questions relating to the same behaviours as well as strength-based questions relating to the role.  You will also be required to complete an assessment to demonstrate your ability to review documentation and extract relevant information from them. 

Behaviours

Delivering at Pace

Always work with focus and pace to get the job done on time and to a high standard.  Follow the relevant policies, procedures and rules that apply to the job.  Use own knowledge and expertise to organise work.  Keep focused on delivery and take responsibility for the quality of work produced.  Keep a consistent level of personal performance.  Keep managers and stakeholders updated on how work is progressing. 

Communicating and Influencing

Put forward your views in a clear, constructive and considerate manner.  Use an appropriate method of communication for each person such as an email, telephone call or face-to-face, taking into consideration their individual needs.  Use plain and simple language, being careful to check written work for errors.  Consider the impact of language used on different groups of stakeholders.  Remain honest and truthful when explaining opinions.  Listen and ask questions to ensure your understanding.

Working Together

Proactively contribute to the work of the whole team and remain open to taking on new and different roles.  Get to know your colleagues and build supportive relationships.  Listen to alternative perspectives and needs, responding sensitively and checking understanding where necessary.  Ask for help when needed and support others when the opportunity arises.  Be aware of the need to consider your own wellbeing and that of your colleagues.  Understand that bullying, harassment and discrimination are unacceptable.

Managing a Quality Service

Gain a clear understanding of customers’ needs and expectations.  Plan, organise and manage your own time to deliver a high quality service which gives taxpayers a good return for their money.  Act to prevent problems by identifying issues, reporting them and providing solutions.  Keep customers and all colleagues up to date with progress.  Show customers where to access relevant information and support that will help them to use services more effectively.