Senior Case Management Officer

Durham University, United Kingdom

Updated: about 2 months ago
Location: Durham, ENGLAND

Senior Case Management Officer (
Job Number:
 24000186)
Student Support & Wellbeing Directorate
Grade 7: - £37,099 - £44,263 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date
: 10-Mar-2024, 7:59:00 PM
Disclosure and Barring Service Requirement: Not Applicable. 

The University 
 
At Durham University we are proud of our people.  A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other. We believe that inspiring our people to do outstanding things at Durham enables Durham people to do outstanding things professionally and personally.   

Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally.  We would be thrilled if you would consider joining our thriving University.  Further information about the University can be found here

 

The Role and Department 

The Student Conduct Office

The Student Conduct Office is part of the Student Support and Wellbeing Directorate within the Colleges and Student Experience Division. This office administers University-level complaints and institutional disciplinary processes resulting from non-academic and behavioural misconduct.

Role Purpose

There are three core areas involved in this role:

Case Management

To coordinate the processing and investigation of student cases in accordance with regulations, policies and codes of practice and particularly those as pertains to student discipline and misconduct. To provide expert advice and support to case management reviews of individual cases, to investigating officers and to staff involved in the support of students/staff. This will include the tracking, recording, and reporting of progress.

Student Support

To ensure appropriate support is available to any students and staff who disclose experiencing sexual violence and misconduct and/or domestic abuse whether they seek to report the incident to the University/Police or not.

Policy Support and Ongoing Review

To provide assistance to the Head of the Student Conduct Office in keeping the operation of regulations, policies and codes of practice under constant review in light of the outcome of individual cases and in response to external developments. To prepare reports on proposed changes to policy and routine monitoring for consideration by relevant University governance committees.

The post will involve working with the Chairs of the Senate Discipline Committee, the Registrar and Secretary, the Faculty Pro-Vice-Chancellors, the Deputy Warden, the Academic Registrar, Director of Student Support and Wellbeing and other senior University officers.
 
Further information about the role and the responsibilities is at the bottom of this job description. 
 
Working at Durham  
 
A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:  
 
•    30 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 42 days per year.   
•    The University closes between Christmas and New Year 
•    We offer a generous pension scheme, As a new member of staff you will be automatically enrolled  into the University Superannuation Scheme (USS). 
•    No matter how you travel to work, we have you covered.  We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies. 
•    There is a genuine commitment to developing our colleagues professionally and personally.  There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University.  All staff have dedicated annual time to concentrate on their personal development opportunities.  
•    Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme. 
•    On site nursery is available and children’s clubs in the summer holidays.
•    Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers). 
•    The opportunity to take part in staff volunteering activities to make a difference in the local community 
•    Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.  
•    A salary sacrifice scheme is also available to help you take advantage of tax savings on benefits.  
•    If you are moving to Durham, we can help with removal costs and we have a dedicated team who can help you with the practicalities such as house hunting and schools.  If you need a visa, we cover most visa costs and offer an interest free loan scheme to pay for dependant visas. 

 

Durham University is committed to equality,  diversity and inclusion 

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work.   As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do.  We also live by our values and our Staff Code of Conduct.  At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI. 
 
We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities.  If you have taken time out of your career, and you feel it relevant, let us know about it in your application.  If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.


What you need to demonstrate when you apply/Person Specification  
  
When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role.  Further information about the role and responsibilities is at the end of this job description.  

Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.    
  
Your application should cover the following criteria:  

Essential Criteria  

 

Qualifications/Experience  

  • Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
  • Educated to degree level (or equivalent experience).
  • Experience of implementing policy and procedures and involvement with future changes for a service area.
  • Experience of providing specialist advice and guidance to a range of customers and colleagues, including more senior colleagues.
  • Experience of being able to network effectively and develop strong and productive working relationships, to influence perceptions of the University.

    •  

    Skills/Abilities/Knowledge  

  • Excellent oral and written communication skills and the ability to develop excellent working relationships both internally and externally.
  • Proven IT skills, including use of Microsoft Office.
  • Knowledge and experience of ensuring compliance with regulatory and organisational policy and guidelines.
  • Highly developed report writing skills including the ability to specify data capture requirements and interpret management information.
  • The ability to engage with staff at all levels and students in a sensitive and empathetic way whilst maintaining clear professional boundaries.
  • A high standard of administrative skills, including: excellent standards of accuracy and attention to detail; organisational and time management skills; and the ability to work with minimal supervision.
  • The emotional resilience required to deal with difficult and traumatic student and staff issues. The ability to stay calm, focused and professional at all times when responding to difficult situations.
  • An understanding of the requirements to report on matters confidentially and respect for personal information privacy rules when communicating with internal and external parties.
  • A willingness to develop in the role and undertake further training to contribute towards personal and professional development.
  • Experience of adhering to and applying a range of informal and formal procedures to complex cases in a fair and transparent manner.

    • Desirable Criteria   

  • A relevant postgraduate qualification.
  • Ability to contribute to planning at operational level.
  • Experience of multidisciplinary and multiagency work.
  • Able to demonstrate an awareness and relevant knowledge and understanding in the area of sexual violence and misconduct within a higher education environment or demonstrate the capacity to acquire this within a short timeframe.
  • Have an understanding of the particular demands associated with managing complex student cases within a higher education environment.

    • How to Apply
        
    To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. It will be at the discretion of the recruiting panel as to whether they will also consider any desirable criteria, but we would urge candidates to provide evidence for all criteria.  Please don’t forget to check if there is any weighted criteria (see above). 
     
    While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.    
       
    Submitting your application  
     
    We prefer to receive applications online.   We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates. 
       
    What you need to submit    
     
    •    A CV: and    
    •    A covering letter which outlines how you meet all of the criteria within the Person Specification.  
      
    Contact details    
       
    For a chat about the role or any further information please contact Alex Hopkins at [email protected] . 

    Typical Role Requirements  

    Service Delivery/Development  

    • Recognised service specialist in handling matters related to student discipline and reports received in accordance with the University’s Discipline and Sexual Misconduct and Violence Policy.
    • Implement changes to the design and development of service processes, techniques and deliverables for one or more service strands or project streams (as relates to the areas indicated above).
    • Provide specialist expertise and support with complexity of data and information sources, interpretation and analysis.
    • Provide management for the operation of a stakeholder focussed service delivery area (student discipline and sexual misconduct and violence), ensuring policies, procedures and workflows for dealing with all aspects related to the area are adhered to.
    • Ensure accurate, professional and timely case management is provided to internal customers that supports the University’s business needs.
    • Manage and monitor service performance and provide metrics and reports to Service Heads, to identify successful delivery and areas for future improvement and outline recommendations as appropriate.

     

    Planning and Organisation  

    • Identify and design activities to meet learning objectives and outcomes.
    • Maintain an awareness of current policy for University business goals such as widening participation and access, and provision of advice using specialist knowledge.
    • Contribute to and lead business meetings and working groups at departmental and operational service levels.
    • Contribute to the development of operational and strategic plans and service level agreements.
    • Distribute and process key service information to all stakeholders, keeping Senior Officers, the Communications Office and insurers informed of developments in high risk cases and liaising with the University legal advisors as necessary.
    • Provide written and oral advice to staff on complex regulatory matters sometimes having legal implications.
    • Plan, implement and monitor continuous service improvements to enhance the delivery of stakeholder services.
    • Communicate with internal and external stakeholders using appropriate media and methods.
    • Manage acute high-level student cases which may present issues of a sensitive nature, involving face to face meetings with students, their parents and legal representatives and requiring a high level of communication, influencing and negotiating skills, political awareness and emotional resilience.
    • Develop, modify and optimise service protocols and methodologies.
    • Deliver support elements of the wider student experience.
    • Respond to relevant Freedom of Information Subject Access Requests and Data Protection enquiries.
    • Act on behalf of the University in response to requests for further information and recommendations received from the Office of the Independent Adjudicator (OIA).
    • Where necessary, act for the Head of the Student Conduct Office in student cases.
    • Attend training and develop knowledge and skills, particularly through attending professional updating events offered from time to time by the OIA and professional legal practices.

     

    Communication/Liaison  

    • Contribute to development of operational service activities to ensure excellence in the stakeholder experience.
    • Collect and analyse stakeholder feedback to help define needs and requirements and the design and planning of services.
    • Internal and external relationship development and partnership working, networking and participation to engage and influence future services and the University reputation.
    • Participate in and monitor communities of practice and partnership working internally and externally.
    • Network and engage with external and internal stakeholders to gather feedback and identify future service needs, to ensure excellence in service provision.
    • Any other reasonable duties. 


       
    Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices - Durham University  which provides information on the collation, storing and use of data.    

    When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.


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