LGO Deputy Ombudsman

About the organisation 

The Commission for Local Administration in England, was established by statute under Part III of the Local Government Act 1974. It is an independent body funded by annual grant from the Government. The Grant in 2004/2005 is £11,058,000. 

The four Commissioners who make up the membership of the Commission are the three Local Government Ombudsmen (LGOs) and the Parliamentary Commissioner for Administration. The main statutory functions of the Commission are: 

• to enable the LGOs to investigate complaints, in particular by allocating them staff, offices and facilities;

• to provide to bodies within jurisdiction, advice and guidance on good administrative practice. 

Each LGO has a personal statutory responsibility to investigate complaints from the public about maladministration which has led to injustice to that individual, caused by a local authority or other body within the LGOs’ jurisdiction. The Commission has allocated responsibility for complaints from part of England to each LGO. Areas are reviewed from time to time to achieve an even distribution of work; the current allocation is as follows: 

• London: London Boroughs north of the Thames (including Richmond but excluding Harrow and Tower Hamlets) and further encompassing Essex, Kent, Surrey, Suffolk, East & West Sussex, Berkshire, Buckinghamshire, Hertfordshire and Coventry.

• York: Authorities in the North of England (except York and Lancaster), and in the Midlands (Birmingham, Cheshire, Derbyshire, Nottinghamshire, Lincolnshire), and the London Borough of Tower Hamlets.

• Coventry: London Boroughs south of the Thames (including Harrow but excluding Richmond and Tower Hamlets), York, Lancaster and the rest of England. 

The London based LGO, Tony Redmond, is Chairman and Chief Executive of the Commission.  

The Ombudsmen dealt with 18,376 complaints in 2002/03, and 18,663 in 2003/04. Of last year’s complaints, about 7,000 were rejected as outside of jurisdiction or premature (the council had not had the opportunity to consider the complaint). In some 5,400 cases there was no or insufficient evidence of maladministration (about 50% of investigated cases), in 2,800 cases (approximately 25%) the investigation was discontinued for a range of reasons and in the remainder the complaint was settled or otherwise upheld by the Ombudsman. 

The Commission issues a range of advice to local government and other bodies, which is also useful to complainants and those who advise them. This is done in a variety of ways and key publications include: 

• an annual letter to each council, based on the outcome of their complaints;

• an annual digest of cases that provide useful general lessons;

• a range of guidance leaflets on administrative subjects;

• special subject reports, where the outcome of key cases across the country are brought together with Ombudsmen comments. 

These publications and other information is available on the Commission’s website www.lgo.org.uk. The website also includes: 

• the Commission’s corporate plan;

• the Commission’s annual report;

• customer satisfaction survey information;

• annual accounts. 

What is the job? 

The Deputy Ombudsman: 

• Provides support to the LGO for York, Patricia Thomas, in the processing of complaints:

• ensuring investigations are in line with the 1974 Local Government Act and the Commission’s guidance on good investigative practice;

• giving advice on difficult and specific cases;

• directing the management of the sub teams undertaking investigations within the York office, and a team of facilities staff

• With other Deputy Ombudsmen and the Deputy Chief Executive, has individual and collective responsibility on behalf of the Commission for staffing, financial and operational decisions and for advice to the Commission on policies and other major matters. 

More detail is set out in Appendix 1: ‘Management Arrangements’. 

The York office employs about 80 staff. The Deputy Ombudsman is supported by four Assistant Directors, who manage the work of four sub teams of investigators and support staff. In 2003/2004 the York team dealt with 6,400 complaints. The Deputy Ombudsman is also supported by a facilities manager and a team of facilities staff. As well as the investigative team the York office accommodates the Commission’s Advice Calls Service which provides a national low-cost helpline service to the public who may be considering complaining to the Ombudsman. 

Why you might be interested

This is a vital public service. A body where individuals from all sectors of the community can come, when they may have tried other channels, and be assured of an independent, objective and honest service. You will play a key role in the operational management of the Commission. You will provide critical support to the Ombudsman and will deputise on her behalf for some aspects of the complaints process. 

It is an exciting time to join the Commission as it implements a change programme that will secure: 

•  Improvements in how it communicates with individuals coming from diverse backgrounds;

• A higher profile with the general public and contribution to improving public services;

• Improved processes with room for creativity, without losing core investigatory requirements, which will improve the handling of complaints and use of resources;

• Positive, proactive relationships with local authorities to

• help improve good administration and service delivery to the public;

• ensure that the lessons learned from investigations are shared widely;

• Partnering other investigatory and related bodies or groups to ensure effective joined up thinking and working;

• More effective service delivery through staff training and development, technology and shared resources. 

You will lead this change locally, inspiring the delivery of these changes, and addressing the range of associated challenges. 

You will manage the York office, a substantial team of highly professional people committed to delivering high quality investigations and advice. Jointly with the Ombudsman for York, you will present the work of the Commission to local authorities, on conference platforms, and with the media. A fuller job description is enclosed. 

The experience and qualities you need to bring to this role, are detailed in the person specification enclosed. 

The dimensions of this role make it very attractive and satisfying: an essential support to the Ombudsman and the Commission in fulfilling their duties; a key contributor at a national level, with the opportunity to influence strategy and policy; the leader of a high performing office locally; and the potential to develop a regional profile with a range of stakeholders and partners.

OVERALL JOB PURPOSE 

To support the Ombudsman in fulfilling his/her duties, by ensuring investigations are conducted in an effective way, in accordance with the Local Government Act 1974 and the Commission’s operating drill. To manage the resources of the Commission in line with the business goals, values, policies, and procedures and contribute to the wider management and development of the Commission. To deputise for the Ombudsman on occasions and to represent the Commission with external stakeholders and in the promotion of the Commission’s activities.  

Specific Responsibilities:

Investigations

• Ensure that procedures for examining and investigating complaints are consistent with the Commission’s operating drill and that complaints are dealt with as quickly and effectively as possible.  Monitor the quality of investigative work.

• Make decisions and issue reports as appropriate in line with authority delegated by the Local Government Ombudsman

• Where necessary, advise the Local Government Ombudsman on complaints and on  remedies and take action to secure appropriate remedies. Advise investigative staff on difficult cases and matters of jurisdiction not referred to the Ombudsman.

• Examine complaints against staff.

Review decisions following letters from councils and complainants. 

Management

• Manage staff immediately accountable to him/her to ensure that their work meets the Commission’s standards of output and quality, that they meet their work objectives and that they are trained and developed to improve their performance and to take account of the Commission’s developing needs and the principles of equal opportunities.

• Take overall responsibility for the accommodation and resources available to investigative, support and facilities staff.

• Ensure that vacant posts in the team are filled in accordance with Personnel policies and procedures including compliance with the Commission’s Equality and Diversity  Policy, and take part in the recruitment of designated posts.

• Ensure that systems of management control, and direction of work are in place to ensure the team meets its work objectives.

• Operate the Commission’s disciplinary and grievance procedures as his/her line management role requires.

• Ensure that the Commissioner’s health and safety policies and procedures are implemented and monitored in his/her team. 

Corporate Leadership

• Contribute to meetings of the Commission, to the work of the Deputies’ Group and to the day to day management of the Commission, including membership of the management side of the Local Joint Committee.

• Foster relationships with outside bodies, the media and in particular with local authorities in the geographical area covered by the Local Government Ombudsman Represent the Commission at meetings with such bodies.

• Give presentations and contribute to conferences and training courses organised by external bodies to improve their understanding of the work of the Commission.

• Assist Corporate Services with the research and provision of information to be published as Guidance on Good Practice.

• Where appropriate, take responsibility for area(s) of research on good practice and take the lead in subject areas.

• Contribute to consistency of decisions by reading reports from other teams and discussing them with the Ombudsman and colleagues.

• Provide advice and assistance to local authorities in the establishment of complaints procedures and on good practices.

• Promote, implement and personally comply with the requirements of the Commission’s equal opportunities policy. 

Resource Management

• Manage the budget for his/her team in accordance with Financial Regulations and Financial Instructions.

• Agree the working establishment each year to ensure the best use of the Team’s staffing budget.

• Liaise with the Finance & Estates Manager to ensure that the Commission’s property is managed and maintained in accordance with the Commission’s Financial Instructions.

• Make proposals for developments in the team or for specific increases or decreases in budgets or individual items to the Finance & Estates Manager for inclusion in the Business Plan and draft estimates.

• Ensure that contracts are signed and supplies are obtained and utilised as efficiently as possible in accordance with Financial Instructions. 

This job description is not to be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in the light of the changing needs of the organisation and the current review of the review of management arrangements.  

You will need to demonstrate in your written application examples where your experience matches the essential criteria detailed in Part 1 below. Candidates who provide evidence that supports the desirable criteria may be even better positioned to meet the challenges facing this position. Personal attributes and skills considered important to this role, will be assessed within the process. 

Part 1 

Essential Experience & Qualifications 

• Worked in, or closely with, organisations involved in delivering public services, within regulated frameworks.

• As a senior executive, contributed and supported the development of corporate programmes/policies and their implementation.

• Have at least 5 years experience as a manager of a number of high calibre, multi-skilled teams, including managers and professionals, delivering a portfolio of projects and services.

• Led a change programme to its successful conclusion, which involved staff adopting new ways of working and processes.

• Delivered successive improvements in the performance of teams within frameworks and to targets.

• A working knowledge of handling investigations within prescribed frameworks.

• Represented the organisation externally in a variety of circumstances.

• Worked with external partners to deliver joint objectives.

• Managed successfully the allocation of resources, including people, facilities and budgets of a sizeable nature.

• An honours degree (first or second class) or comparable qualification. 

Desirable Experience & Qualifications 

• Experience working in an audit, inspection or regulatory environment.

• Worked with non-executives or equivalent members on the delivery of certain responsibilities.

• A working knowledge of local authorities, in particular at a senior level.

• A personal network within bodies related, or of significance, to the Commission.  

Part 2

Personal Qualities 

• Committed to public service values, to improving services for the “user”, and to the purpose of the Commission.

• A curious, investigatory and challenging mindset.

• Strong intellect and analytical abilities, able to embrace a significant amount of detail and identify the key information or components.

• An advocate of change, motivating others to change behaviours and continuously improve performance.

•  Innovative, creative and enterprising and able to release that approach in others.

• Strong interpersonal and negotiating skills, developing effective relationships with a range of stakeholders.

• Strong motivational and management skills, listening and consulting, able to give direction and provide appropriate support, knowing when to take decisions and be tough.

• Not status conscious and a team worker, committed to the corporate good, and able to develop effective partnerships.

• trong communication skills, writing clearly and concisely, and articulate and confident in representing the organisation in a variety of different circumstances.

• High personal integrity and sense of responsibility, an independent thinker, objective in interpreting information, and mature in making judgements.

• Calm under pressure and resilient, able to deal with conflict constructively and influence others to your opinion.

• Committed to equality and diversity and to delivering against pre-agreed frameworks and targets.

 Terms and conditions

The following are the key terms and conditions associated with this position: 

• Salary: The salary is circa £65,000 and will be based on the previous experience of the candidate. Pay is reviewed annually on the basis of performance.

• Allowance: There is a lunch allowance of £525 per annum.

• Pension: Membership of the Local Government Pension scheme is available. Contributions are 6% of salary.

• Holidays: The annual entitlement is 27 working days, which is increased by:

• 1 day, after completing 3 years of service ;

•  2 further days, after completing 5 years of service.

Travel: There will be travel within the geographical area of responsibility, on specific investigatory matters and to broader profile raising events. A current driving licence would be helpful.

• Probationary Period: There will be a probationary period of 6 months.

• Notice Period: There is a mutual minimum period of notice of 84 days.

• Relocation: The Commission will contribute to removal expenses.

• Smoking: There is a compulsory “no smoking” policy in operation within all offices of the Commission.

 Equality and diversity policy 

            The Commission is totally opposed to all forms of unfair discrimination. It is committed to conducting its business in a way which is fair and appropriate to all sections of the community. This may mean taking positive steps to ensure equal opportunities in employment and equal access to its service. The Commission will demonstrate its commitment by promoting, maintaining and rigorously implementing this policy and a Code of Practice on Equality and Diversity, which will underpin all decisions and actions taken by the Commission and its employees.

 Conflicts of Interest 

            The Deputy Ombudsman will be required to comply with the Commission’s Code of conduct for employees. The Commission has decided that membership by a Deputy Ombudsman of an authority subject to investigation by the Commission is inappropriate.  Accordingly, a Deputy must resign from their post if he/she becomes a member of a body which falls within jurisdiction.  This restriction does not apply to membership of school governing bodies which are admissions authorities.  The Commission has also decided that it would be harmful to its interests for a Deputy to participate in any party political activity.