Contract to start ASAP until

Duration: 18 weeks with a possible extension.

Job Purpose

To lead on the management and resolution of Stage 1 SEND complaints, ensuring concerns are handled promptly, fairly and in accordance with statutory guidance, local policies and best practice.

The Inclusion Lead will work collaboratively with families, schools and professionals to seek early resolution of complaints and improve outcomes for children and young people with SEND.

Responsibilities

Complaint Management

• Manage and coordinate all Stage 1 SEND complaints.
• Acknowledge, investigate and respond to complaints within agreed timescales.
• Gather and review relevant information, records and evidence to inform investigations.
• Communicate effectively with parents, carers, schools and professionals throughout the complaints process.
• Prepare clear, accurate and professional Stage 1 complaint responses.

Investigation and Resolution

• Identify key issues, concerns and learning arising from complaints.
• Work with services and partner agencies to resolve concerns at the earliest opportunity.
• Ensure complaints are considered fairly, objectively and consistently.
• Escalate complex or high-risk cases to the Senior Inclusion Lead as appropriate.

Quality Assurance and Improvement

• Maintain accurate complaint records and monitoring information.
• Identify themes, trends and lessons learned from complaints.
• Contribute to service improvements through recommendations and action planning.
• Support compliance with SEND legislation, local authority policies and complaints procedures.

Partnership Working

• Develop positive relationships with families, schools and partners.
• Promote a culture of openness, learning and continuous improvement.
• Represent the service at meetings relating to complaint investigations where required.

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

OR111797-08-26