Job description

Job title:Case Administrator

Reports to:Case Preparation Manager

Job Family:Regulatory Casework

Pay Level: B1

Role purpose

To provide a comprehensive support service to the Case Preparation and Presentation(CPP) team, to assist with the case progression through the lifecycle of the case in line with the rules, operational standards and performance measures. To provide excellent standards of customer care to all internal and external stakeholders.

Key accountabilities

Case administration

  • Provide administrative assistance in the processing of cases in accordance with Fitness to Practise (FtP) procedures.
  • Support CPP team members with the preparation of documentation for consideration by the relevant committees.
  • Work closely with colleagues within the ftp directorate to support and ensure the smooth progress of cases to their conclusion.
  • Support the preparation of cases by working closely with lawyers, case officers and other members of CPP by completing assigned and ad hoc tasks as appropriate within prescribed timelines.
  • Prepare and distributeinterim order hearings and meetings documentation to relevant case parties and hearing venues, ensuring that correct procedures and timelines are complied with.
  • Prepare and distribute substantive hearing or meeting bundlesand relevant documentation to case parties and hearing venues, ensuring that the correct procedures and timelines are complied with.
  • Prepare and distribute to the hearing venues Notice of Referral documentation, ensuring prompt progression following lawyer reviews.
  • Using excellent communication skills, participate in external party liaison by keeping them informed of the progression (where appropriate) of the case including close liaison with other relevant FtP staff.
  • Updating internal systems (including case management system, CMS, and team spreadsheets) with any details and information on availability.
  • Identify any errors in the case that come to your attention and seek advice from the appropriate case officer or lawyer, carrying out any agreed actions to assist with case progression.
  • Dealing with all incoming mail (including electronic mail via the FtP email address) in a timely fashion, by opening, distributing, scanning (as appropriate) and logging on to CMS.
  • Undertake telephone duties as required, ensuring high standards of customer care at all times.
  • Using excellent communication skills, liaise with other NMC departments as necessary.
  • Train and mentor new staff members.
  • Take personal responsibility to ensure you are kept informed of developments in directorate policies and procedures.

Information management

  • Ensure that case files both manual and electronic are set up according to protocol and that all relevant information relating to the case is kept up to date and accurate, including communication with all parties.
  • Ensure case materials are filed as per FtP standards and library practices.
  • Ensure case bundles are accurately prepared in a timely fashion, including appropriate anonymisation and redaction of personal /sensitive information in hearing bundles in line with guidance and procedure.
  • Take personal responsibility to write standard and non-standard letters, file notes and maintain accurate records of telephone conversations, ensuring high standards of customer care.
  • Record and maintain all actions taken to ensure that the audit trail is clear and up to date using relevant NMC systems.
  • Maintain accurate data and activity logs, amending and updating where needed.

Quality and customer care

  • Provide a customer focused service in line with NMC customer service standards.
  • For all internal and external stakeholder customers, communicate clearly, provide appropriate information, be clear and realistic about what we can provide and when.
  • Act as the initial customer contact point for both internal and external stakeholders including answering queries for case officers.
  • Escalate any internal or external enquiry to the relevant person quickly, in an open and honest way.
  • Where necessary, book venue, travel and accommodation through our Click Travel.
  • Attend and participate in development and training opportunities.
  • Keep informed of developments in directorate policies and procedures.
  • Ensure the correct quality assurance checks take place prior to distribution of any information.

Working relationships

  • Communicate effectively with colleagues and managers to support the workload management of the team.
  • Participate as part of the team by supporting, sharing workload and providing cover for colleagues during absence.
  • Provide support to other NMC administration teams as and when required by management.
  • Share ideas, suggest beneficial changes to systems where appropriate and support training and induction programmes of new employees.
  • Assist the Quality Assurance process when conducting internal case audits.
  • Take an active role in development and cross-directorate activities (including attendance at meetings where appropriate), within FtP and NMC.

Standard responsibilities

Other responsibilities

There are a number of standard duties and responsibilities that all employees, irrespective of their role and level of seniority within the NMC, are expected to be familiar with and adhere to.

  • Comply at all times with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
  • Promote and comply with NMC policies on diversity and equality both in the delivery of services and treatment of others.
  • Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act 1998 and its amendments.
  • Comply with NMC protocols on the appropriate use of telephone, email and internet facilities.
  • Comply with the principles of risk management in relation to individual and corporate responsibilities.
  • Comply with NMC policies and procedures as compiled on the organisation’s intranet.

This job description is not exhaustive and as such the post holder is expected to be flexible. Any changes will only be made following a discussion with the post holder.

Person specification

Job title:Case Administrator

Qualifications and experience

  • Educated to GCSE level, English language and Maths A-C level or equivalent, or substantial relevant experience.
  • Proven administrative experience in a complex office environment.
  • Experience of working within a customer service environment.

Skills, knowledge and abilities

  • Excellent communication skills, both verbal and written.
  • Ability to deal with a high workload, including planning, prioritising and managing time effectively across the organisation and externally.
  • High quality, sensitive, effective customer care skills.
  • Excellent I.T skills with experience of data input and the retrieval of information using databases.
  • Highly developed ability to pay close attention to detail to produce reliable and accurate work.
  • The ability to be proactive and a high level of problem solving skills.
  • Numeracy skills.
  • Ability to work within defined regulations and following established procedures.

Personal qualities

  • Able to show sensitivity and tact when identifying and working with customer needs and confidential information.
  • A self starter who uses initiative and is able to work with minimal supervision.
  • Highly motivated with a flexible approach.
  • A willingness to continually develop levels of knowledge, as required by the role.
  • A collaborative approach to team working within and across the organisation.
  • A commitment to and understanding of the importance of equality and opportunity within the environment that the NMC operates.
  • Understanding of the importance of confidentiality.

Fitness to PractiseApril 2015Page 1 of 4