Before joining the
Ombudsman I worked at Manchester City Council as a Service Development Officer
in Learning and Development (L&D), then as a Business Analyst looking at
issues across the Council.
I applied to be a
Caseworker at PHSO as I wanted a more meaningful way of using my skills in a
public facing role where I could see the direct impact of my work.
I joined PHSO in
October 2011 and I’ve enjoyed learning something new every day. I’ve found the information I’ve learnt
relating to the various health issues covered in my cases really interesting.
I’ve found my
L&D background has helped me to explain things to complainants in an easy
to understand way and to check back their understanding with them.
As new starters we
have all been allocated an Advisor. Paul is my advisor, he’s been a great help
in supporting me in all aspects of the work. I’ve really tested the “nothing is
too stupid to ask” rule! It has also been helpful to start in a group as we can
share our thinking and learn together.
As I am visually
impaired I have received reasonable adjustments to help me work. The service
desk staff have really helped me with everything. Everyone is so friendly.
Some cases are very
sensitive and you have to communicate in a compassionate way, for example, if
dealing with the partner of a deceased spouse. Where no one is to blame for
what happened, I’ve learnt that most complainants just want to know what
happened and are often reassured that everything possible had been done and
nobody was at fault.
I was initially surprised
by how rigorous the targets are and how involved the complaints process is. The
delegation scheme takes getting used to as everything needs to be signed off by
someone else.
I’m really
motivated by the amount I’m learning, each case is different and interesting. I feel like I can make a difference to people
in this job.
