Abingdon People
Triage Manager
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Triage Manager
Job Title: Triage Manager
Salary: £55,000
Working Arrangement: Hybrid working
Contract: 12 month FTC or secondment
About the Team
The Triage team plays a critical public protection role by assessing new concerns received about registered professionals to determine whether they require formal investigation. The team also provides guidance and support to individuals raising concerns.
Working closely with colleagues across Fitness to Practise, Registration, Legal and Policy functions, the team ensures concerns are assessed consistently, proportionately and in line with statutory and regulatory requirements.
The Role
This is a leadership position responsible for overseeing a key public protection function within a national professional regulator.
You will lead, develop and support a high performing Triage team, ensuring concerns are assessed efficiently, consistently and in accordance with legislation, regulatory guidance and organisational policies.
You will make complex, evidence-based decisions on incoming concerns, identifying risk, applying relevant legal tests and determining the appropriate regulatory response. You will also play an important role in decisions relating to urgent restrictions on professional registration where there are serious public protection concerns.
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Alongside operational leadership, you will contribute to continuous improvement initiatives, quality assurance, stakeholder engagement and the ongoing development of the Fitness to Practise process.
Key Responsibilities
- Lead the assessment of concerns received about registered professionals, ensuring decisions are proportionate, risk based and legally robust.
- Manage, coach and develop a team responsible for progressing Fitness to Practise concerns within agreed performance standards.
- Oversee complex, high risk and high profile cases, providing technical guidance and ensuring appropriate escalation where required.
- Make decisions regarding referral of cases for consideration of interim restrictions where necessary to protect the public.
- Monitor operational performance through KPIs and service standards.
- Implement and oversee quality assurance processes to ensure consistency and accuracy of decision making.
- Analyse performance data to identify trends, improve service delivery and support continuous improvement.
- Work collaboratively with senior legal, operational and regulatory colleagues to improve processes and operational effectiveness.
- Identify emerging risks and support organisational planning and decision making.
- Build effective relationships with internal teams and external stakeholders, including employers, representative bodies and other partner organisations.
- Respond to complex enquiries and complaints from internal and external stakeholders.
- Deputise for the Head of Triage when required.
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About You
You will have:
- Experience working within professional regulation, investigations, public protection or a comparable regulatory environment.
- Experience making robust, evidence based decisions involving complex or sensitive matters.
- Strong investigative, analytical and problem solving skills.
- Experience leading operational teams and driving high performance.
- Experience developing and improving processes, procedures and service delivery.
- Experience managing casework, performance data and reporting against KPIs.
- Excellent organisational skills with the ability to manage competing priorities.
- Outstanding written and verbal communication skills, with experience engaging a wide range of stakeholders.
- Strong relationship building skills and the ability to work collaboratively across multidisciplinary teams.
- Experience using case management systems and Microsoft Office applications.
- A demonstrable commitment to equality, diversity, inclusion and delivering excellent customer service.
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