Alasdair Oliphant

Advice and Complaints Lead at Edinburgh Health and Social Care Partnership
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Contact Information
us****@****om
(386) 825-5501
Location
United Kingdom, UK

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Credentials

  • Certificate in Performance in Managerial and Executive Coaching
    University of Strathclyde
  • FAA Level 3 Award in Supervising First Aid for Mental Health (RQF)
    FIRST AID AWARDS LIMITED
  • Level 3 Award in First Line Management
    The Institute of Leadership & Management
  • NHS Lothian Quality Academy - Certificate in Quality Improvement
    NHS Lothian

Experience

  • Edinburgh Health and Social Care Partnership
    • United Kingdom
    • Hospitals and Health Care
    • 1 - 100 Employee
    • Advice and Complaints Lead
      • Feb 2021 - Present

      I provide professional and management support, and am accountable for handling all adult social work complaints and elected member enquiries received by the Edinburgh Health and Social Care Partnership. I develop policy and practice and the operation of an effective and efficient complaints service in accordance with legislation and guidance. This is done in collaboration with the Executive Management Team and in the strategic interests of the parent bodies. I promote the development of partnership working and collaborative relationships across services within The City of Edinburgh Council and NHS Lothian. This includes promoting a best practice approach to complaint handling, evaluating service delivery and making recommedations for improvement. Show less

  • West Lothian Council
    • United Kingdom
    • Government Administration
    • 700 & Above Employee
    • Business Support Officer (Social Policy)
      • Nov 2020 - Feb 2021

      Working for the Business Support Service (Performance & Quality) as Business Support Officer, I was Complaints Lead and facilitated activities and work streams to assist teams and services across Social Policy. This involved providing a comprehensive support service to meet internal and external reporting requirements for Social Policy and West Lothian's Health & Care Partnership. My work encompassed data / information management; compliance monitoring and reporting; and quality assurance activities to drive service improvements. Show less

  • AM Bid
    • United Kingdom
    • Business Consulting and Services
    • 1 - 100 Employee
    • Head of Operations
      • Jan 2019 - May 2020

      As Head of Operations, I was part of the Senior Management Team and oversaw day-to-day operations, providing direction and leadership to the staff team; working collaboratively with the Board; and ensuring sound financial, operational, risk and people management. Main duties included responsibility for Business Performance against KPIs; Finance (including budgetary control, management accounts, invoicing, payroll and expenses); Systems, Risk & Compliance; Projects / Service Development; Training; Corporate Travel; and Staff Management. As a Senior Manager, I was heavily involved in developing a 5-year strategic plan for the business to increase growth beyond £1m annual turnover. Implemented and developed operational plans and led projects on service development and improvement. As HR lead for the business, I created a staff handbook of policies and procedures and ensured the business met compliance and legal responsibilities. Managed projects and resources to support business continuity, organisation sustainability and service development; for example, planned and delivered the implementation of new systems for digital business transformation. As a member of the Board, I was responsible for writing and preparing reports for quarterly Board meetings. Planned and delivered strategy / training days for the team and coordinated joint events with partners and stakeholders. Responsible for Governance and Risk Management; developed and maintained a Risk Register for the business and ensured procedures were in place to meet GDPR compliance. Project lead for implementation of new systems (including Xero cloud accounting software, Receipt Bank and WorkflowMax); improved IT measures including Cyber Security certification. Show less

  • The City of Edinburgh Council
    • United Kingdom
    • Government Administration
    • 700 & Above Employee
    • Quality Assurance Officer
      • Nov 2017 - Dec 2018

      Working in Quality Assurance as a vehicle of the Chief Social Work Officer, I led projects and programmes of self-evaluation at a strategic level for the Edinburgh Children's Partnership, including service reviews, case file audits, multi-agency practice evaluations, working groups / focus groups, preparation for external inspection and staff surveys. Carried out activities in collaboration with key stakeholders to drive continuous improvement across the partnership. Prepared detailed findings reports for Senior Management Team, identifying strengths and best practice, and areas for development with recommendations for improvement and provision of support for implementation of action plans. Delivered training and standards on Investigation Skills and Complaints Handling to front line managers, personally developing the course design, activities and materials and successfully training over 200 delegates. Show less

    • Service and Policy Advisor
      • Mar 2016 - Nov 2017

      Based at the City Chambers, I acted as Service and Policy Advisor to the Convener of Education, Children and Families. In this role, I provided professional advice and support to the Convener on all strategic matters regarding Schools, Early Years, Lifelong Learning and Children’s Services, acting as a conduit between the Convener, Executive Director and Senior Officers within the Department of Communities & Families. Main responsibilities included coordinating and agenda planning the weekly Convener/Executive Director meeting; supporting the Convener with Committee business; Council Budget planning; coordinating and preparing responses to Council Questions; drafting reports, briefings and speeches for the Convener; research and consultative work; liaising with media team; event planning; participating in working groups; accompanying the Convener on school/centre visits; and preparing written responses to constituents and elected representatives. This position gave me experience in a policy role and helped to develop my knowledge of political governance, both at a local and national level. It also broadened my understanding of the wider organisational structure and responsibilities of a large local authority. I worked hard to develop strong working relationships with senior officers across the Council, and with external stakeholders and partners. I supported the Convener with important strategic matters such as the closure of 17 Edinburgh schools in 2016 due to safety concerns. This involved liaising with the Chief Executive / Senior Management Team over a period of months in order to keep the Convener fully briefed on developments and progress. Show less

    • Social Work Advice and Complaints Officer
      • Sep 2005 - Feb 2016

      Initially, I set up a new complaints service for Children’s Social Work Services following the break-up of the former Social Work Department into Children & Families and Health & Social Care. This involved ensuring compliance with statutory requirements and timescales; creating a new allocation system for complaints; developing a performance reporting framework to senior management; writing policies and procedures; recruiting and managing administrative staff; designing complaint leaflets and web/intranet information; delivering training for investigating officers; and developing a complaint recording system. Later, I helped develop a fully integrated social work complaints service, which handled service user complaints for the Edinburgh Health & Social Care Partnership, Communities & Families and Criminal Justice. I analysed investigation reports, challenging assumptions and weak evidence, and prepared bespoke written complaint responses for the Chief Social Work Officer. I also wrote committee reports for cases proceeding to Complaints Review Committee (a final stage of independent review). I regularly attended meetings with the Senior Management to report on performance, highlighting complaint trends and areas requiring improvement, and collated complaints analysis and service improvement information for the Chief Social Work Officer's annual report. I managed the implementation of a Model Complaint Handling Procedure, as required by the Scottish Public Services Ombudsman (Complaint Standards Authority). This involved influencing / negotiating with senior managers about the introduction of new operational procedures for complaint handling and complaint allocation.I acted as a champion for the complaints service within the Council, and externally at the Association of Directors of Social Work (complaints sub-group); NHS National Complaints Personnel Association Scotland (NCPAS); Scottish Public Services Ombudsman; and Scottish Government. Show less

    • Housing Officer (Neighbourhood Response)
      • Dec 2003 - Sep 2005

      As part of a specialist housing team, I investigated cases of anti-social behaviour across the owner-occupied, social and private rented sectors. I helped to develop the service through a pilot-period, working collaboratively as part of a multi-agency team with the Police, Housing, Community Wardens, Youth Action Project and Victim Support. I used various measures and interventions in the course of my work, including Acceptable Behaviour Contracts (ABCs) and Mediation. I prepared detailed, evidenced case files for Council Legal Services to pursue civil court action for Anti-Social Behaviour Orders (ASBOs) against the most serious and persistent offenders. I delivered evening presentations to Tenant and Resident Groups, Community Councils and represented the service at Community Planning events. I worked closely with Local Area Housing Offices, making referrals to Housing Needs Officers and undertaking joint tenancy visits with Housing Officers. The success of my work was acknowledged by Senior Managers and Elected Members in terms of the high number of successful ASBO applications made from my caseload, and the positive contribution this made towards Safer Communities. Show less

  • Moore House Care and Education
    • United Kingdom
    • Primary and Secondary Education
    • Residential Care Officer
      • Jul 2003 - Dec 2003

      I supported and supervised the day-to- day care needs of children and young people, who were Looked After and Accommodated in a 16-bedroom unit at a residential school. I contributed to the provision of a safe, nurturing and stimulating environment, where the children received care and education. As a key worker, I provided daily support to children, both within the unit and also in the school classroom to assist with learning. I developed and reviewed care plans and prepared reports in advance of Looked After and Accommodated Children (LAAC) Review Meetings and Children's Hearings. Some of the children had respite foster care and I facilitated travel arrangements and liaised with their carers in terms of their needs and care plan requirements. Show less

  • Aegon
    • Financial Services
    • 700 & Above Employee
    • Customer Service Team Manager
      • Apr 1989 - Jul 2003

      I held various positions at Scottish Equitable / Aegon over 14 years service - Life Claims Clerk, Customer Service Advisor, Technician and Team Manager. As Team Manager (1998-2003), I helped grow and develop the Contact Centre, which handled enquiries and service requests for Individual Life and Pensions, consistently achieving a KPI of 90% of calls answered within 20 seconds. During a period of considerable transitional change, I managed a series of projects to integrate telephone contact and work processes from the back-office into the Contact Centre, and oversaw the introduction of new on-line systems to support customer self-service. I led a number of continuous improvement projects to improve efficiency and enhance the customer experience. I was heavily involved in a major recruitment drive which doubled staffing levels and saw the Contact Centre handle over 40,000 telephone contacts a month. I managed teams of up to 20 staff and measured performance against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans to ensure the team were maximising productivity and exceeding performance measures. Show less

  • The Life Association of Scotland
    • Life Claims Clerk
      • May 1987 - Apr 1989

      Processed early surrender and maturity claims on life policies and advised policyholders of outstanding documentation for unsettled claims. Issued payment cheques and archived files for settled cases. Reduced a backlog of outstanding work and contributed towards sustaining a targeted five-day turnaround for new claims. Processed early surrender and maturity claims on life policies and advised policyholders of outstanding documentation for unsettled claims. Issued payment cheques and archived files for settled cases. Reduced a backlog of outstanding work and contributed towards sustaining a targeted five-day turnaround for new claims.

Education

  • Chartered Management Institute
    Diploma, Management
    2012 - 2013

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