My entire career has been about helping local authority services - in particular education and children's services - to deliver their very best, often in the face of challenging issues.
For the last fifteen years, I have specialised in the management of complaints . This ranged from the development of policies, strategies through to individual case management including advice and support to operational managers and senior leaders.
My work on complaints policy has been recognised by the DfE in their best practice guidance originally issued in 2019.
Complaints against any organisation can bring a high level of stress to senior leadership teams, often making it harder to deliver their core service.
My role is to help relieve that pressure. I do this by putting processes in place that are compliant with current legislation and by providing advice and support on how to manage specific cases.
I carry out roles associated with the Children's Act 1989 Representations Procedure (England) Regulations 2006 such as investigating officer, independent person, panel chair and panellist.
Over 15 years in the public sector
Developed a complaints management service for schools and academies
Passionate about public service and quality customer service
Led centralised complaints team in large local authority
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