FTSU Case Manager

The Privacy, Transparency & Trust (PTT) Sub-directorate is a sub-directorate of the Technology, Digital and Data Directorate. The mission of the PTT Sub-directorate is to enable NHS England to drive innovation and improve lives through greater use of data and technology and to be a well-run organisation.The PTT Sub-directorate enables and promotes public trust in NHS England's custodianship of staff, workforce and patient data, aligning with NHS England's legal duty to respect and promote the privacy of patients and uphold the principles that underpin NHS England as a safe haven for patient data.

The Freedom To Speak Up Team is hosted by NHS England in the PTT Sub-directorate and includes an internal FTSU team that supports a speaking up service across NHSE; a casework team that manages the whistleblowing cases we receive in respect of our statutory role as a prescribed body; and an improvement team that works with FTSU Guardians and other stakeholders across the NHS to support the development of speaking up cultures.

Please note for this role we have 2 x FTE available

Main duties of the job

The role will either lead on managing whistleblowing casework, ensuring handling is sensitive, co-ordinated with our regional FTSU Leads or work with FTSU Guardians and other stakeholders across the NHS to support the development of speaking up cultures.

The casework role will play a leading part in providing an outstanding, accessible, responsive, and customer-focused service for our whistleblowers; as well as work with regional subject matter experts to evaluate and respond to the risks presented to us. You will be joining a team that is known for its independence, rigour and integrity.

The improvement role will work with FTSU Guardians and internal and external stakeholders to ensure best practice is shared across the NHS, including the regional teams to support ICBs and NHS organisations appropriately.

Person specification

Qualifications

Essential

• Educated to Masters level or equivalent level of experience of working at a senior level in specialist area

Knowledge and experience

Essential

• Experience of managing complex FTSU work in a high-profile and politically sensitive environment.
• Significant experience of working in a whistleblowing or complaints function within a complex organisation.
• Significant experience of analysing complex information and making well- reasoned decisions.
• Significant experience of writing high quality reports using qualitative and quantitative data.
• Experience of persuading senior leaders of the need for change.
• Extensive knowledge of specialist areas acquired through post graduate diploma or equivalent experience or training plus further specialist knowledge or experience to master's level equivalent.
• Have an understanding of the background to and aims of current healthcare policy and appreciate the implications of this on engagement.
• Have an appreciation of the relationship between the Department of Health and individual provider and commissioning organisations.
• Experience of managing and motivating a team/virtual team and reviewing performance of the individuals.

Experience of identifying and interpreting national policy. Member of relevant professional body.

Desirable

• Experience of helping teams of organisations to review their FTSU arrangements and identify areas for improvement.
• Evidence of post qualifying and continuing professional development.

Skills, Capabilities & Attributes

Essential

• Capable of leading multi-faceted pieces of work in an ambiguous environment.
• Outstanding written communication skills, with strong attention to detail and significant experience and understanding of what constitutes clear, accessible and customer-focused communications.
• Outstanding listening and verbal communication skills, and the ability to manage complex enquiries and distressed callers in a calm and empathetic way.
• Confidence and credibility in advocating the importance of customer focused enquiry, whistle-blower or complaints management within an organisation and across its stakeholders.
• Must be able to provide and receive highly complex, sensitive or contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential groups.
• Ability to negotiate on difficult and controversial issues including performance and change.

Ability to analyse complex facts and situations and develop a range of options.

Ability to make decisions autonomously, when required, on difficult and contentious issues where there may be a number of courses of action, working to tight and often changing timescales.

Demonstrates a strong desire to improve performance and make a difference by focusing on goals.

Must be able to prioritise own work effectively and be able to direct activities of others.

Must be able to use initiative to decide relevant actions and make recommendations with the aim of improving deliverables and compliance to policies.

Values and Behaviours

Essential

• Commitment to and focused on quality, promotes high standards in all they do.
• Able to make a connection between their work and the benefit to patients and the public.
• Ability to operate in a value-driven style consistent with the values of the public services and specifically with the new organisational values
• Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others.
• Values diversity and difference; operates with integrity and openness.
• Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others.

Consistently looks to improve what they do, look for successful tried and tested ways of working, and also seeks out innovation.

Actively develops themselves and supports others to do the same.

Needs to have a thorough understanding of and commitment to equality of opportunity and good working relationships both in terms of day-to-day working practices, but also in relation to management systems.

Other

Essential

• Able to travel across various sites where applicable.

About the employer

The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by: