1. Behaviours, Knowledge & Skills:
9/5/2011
WORKSHOP
Behaviours, Knowledge & Skills:
a framework for caseworkers
To discuss best practice and the work of the Association to develop a framework to underpin the casework of all members
Ombudsman Association
Biennial Conference: May 2015

2. Chair: Margaret Allcock The Adjudicator’s Office
INTRODUCTIONS
Chair: Margaret Allcock
The Adjudicator’s Office
Presenters: Darren Wright
Garda Síochána Ombudsman Commission
Nicola Elakel
Financial Ombudsman Service

3. Training Project Recommendations:
Background
Training Project Recommendations:
To confirm a set of principles and standards as the building blocks for sharing good practice and accreditation, based on the Association’s Principles of Good Complaint Handling
To develop a process of OA accreditation to ensure a breadth of recognised training and development partners is readily available for schemes
To capture the knowledge, behaviours and skill set required for conducting investigations and develop a framework for good complaint handling

4. Draft Framework of Behaviours/Knowledge/Skills
for Complaint Handling Professionals
Complaint Handling Skills
Investigation Skills
Customer Contact Skills
Case Management
Professional Expertise
Working to the OA Principles of Good Complaint Handling
Critical thinking
Understanding, anticipating and supporting customer needs
Learning lessons and feedback to bodies under jurisdiction
Scheme specific knowledge and technical expertise
Clear and comprehensive drafting
Analysis
Handling difficult situations and managing unacceptable behaviour
Maintaining quality
Appropriate stakeholder awareness/management
Taking a proportionate approach to remedy and redress
Weighing evidence
Building rapport
Planning and managing priorities to balance caseload
Consistency in demonstrating the tone/culture of the scheme
Detailed understanding of DPA/FOI legislation
Proportionate investigation
Listening and questioning
Value for Money by exercising flexibility and pragmatism
Sound management of auditable administrative processes
Accurate and timely proof reading
Judgement
Understanding and applying Equality and Diversity, including Accessibility
Adept at using appropriate systems and databases
Clear understanding of jurisdiction and remit
Clear audit trails and reasoned editing
Decision making
Helping customers navigate the complaints process
Awareness of when to seek broader input/case conferencing
Understanding obligations relating to the confidentiality of data

5. Garda Síochána Ombudsman Commission Financial Ombudsman Service
Sharing experiences…………
Updates from the
Garda Síochána Ombudsman Commission
and the
Financial Ombudsman Service

6. Thank you.
Please feed any further thoughts on the development of the framework to your representative on the
OA HR Interest Group
or me directly