Independent Officer - Children’s Services Complaints

3 Month Contract With A Local Authority

Job Purpose

To independently investigate Stage 2 complaints relating to Children's Services under the Social Services Complaints Procedure (Wales), ensuring complaints are handled fairly, transparently, and in accordance with statutory requirements. The role supports accountability, promotes service improvement, and helps ensure positive outcomes for children, young people, and families.

Key Responsibilities

• Conduct independent investigations into Stage 2 complaints relating to Children's Services.
• Review and analyse relevant evidence, including case records, policies, procedures, and supporting documentation.
• Interview complainants, family members, advocates, staff, and other relevant parties as part of the investigation process.
• Work collaboratively with an Independent Person where required to ensure fairness, transparency, and compliance with statutory guidance.
• Prepare clear, balanced, and evidence-based investigation reports, including findings, conclusions, and recommendations.
• Ensure all investigations are completed in line with the Social Services Complaints Procedure (Wales) and relevant legislation.
• Maintain confidentiality and handle sensitive information with professionalism and impartiality.
• Identify opportunities for learning and service improvement arising from complaint investigations.

Requirements

Essential

• Significant experience within children's social care, safeguarding, complaint investigation, or a related field.
• Strong knowledge of relevant legislation and frameworks, including:
  • Social Services and Well-being (Wales) Act 2014
  • Children Act 1989 and Children Act 2004
  • Social Services Complaints Procedure (Wales)
• Demonstrated ability to conduct fair, thorough, and impartial investigations.
• Excellent analytical and report-writing skills, with the ability to present complex information clearly and objectively.
• Strong communication and interpersonal skills, including experience working with individuals involved in sensitive or challenging situations.
• Ability to work independently, manage workloads effectively, and meet agreed deadlines.
• Ability to demonstrate independence from Cardiff Council Children's Services.

Desirable

• Relevant professional qualification in social work, law, investigations, complaints handling, or a related discipline.
• Experience of conducting statutory or independent investigations within public sector services.
• Enhanced DBS clearance (or willingness to obtain).

Additional Information

• Location: Cardiff (work undertaken across Cardiff with flexible/hybrid working arrangements).
• Hours: Sessional role; hours allocated on an as-needed basis.
• Payment: Bi-weekly payments based on approved hours worked (£40 per hour professional time and £12.50 per hour travel time).