Position Description Conciliator. Reports to Team Manager

Transcription

1 Position Description Conciliator Reports to Team Manager Background Utilities Disputes is a not-for-profit organisation, providing dispute resolution and other related services to the utilities sector. We investigate and facilitate the resolution of complaints about members in a timely and cost-effective manner, while pro-actively working to minimise complaints through our research and education services. In achieving that we will ensure we are: accessible independent fair accountable efficient effective. Our office consists of a focused team who work together in a supportive environment. The Conciliator must not have any conflicts of interest in carrying out the role; must apply the principle of independence to all aspects of their work; be committed to health and safety and communicate in plain English. Purpose of role The roles of the Conciliator are to resolve consumer complaints, using a range of dispute resolution strategies, and to carry out investigations and prepare draft decisions. Person specification A tertiary qualification Professional skills Excellent written and oral communication skills Interest or experience in mediation or conciliation Computer literacy (MS Office, cloud-based systems and databases, Google suite of products) 1

2 Able to analyse and interpret technical information Research, analysis and problem-solving skills Able to analyse arguments Consistent use of plain English principles Able to apply independence (both actual and perceived) Able to apply the principles of natural justice Interpersonal skills Resilient Self-starter Able to interact with people from diverse cultures and backgrounds Reserves judgment Active listener Asks effective questions Open minded Collaborative team player Able to work independently Remains composed during challenging discussions Willing and able to deliver difficult messages Builds rapport while remaining independent Adaptable Reflective practitioner Focuses on continually improving themselves Responsibilities The principal responsibilities of the Conciliator are summarised below. Handle initial enquiries from the public about the complaints process and providing accurate advice or referral Facilitate the resolution of complaints using a range of dispute resolution strategies including conciliation and mediation Carry out investigations Provide advice to the Commissioner on complaints 2

3 Prepare draft decisions for the Commissioner Maintain complete and accurate records of complaints and interactions with parties Demonstrate independence and applying the rules of natural justice when resolving complaints Comply with the various schemes, requirements of the Commissioner, and best practice complaint handling processes Identify opportunities for improving complaint handling processes within the office Contribute to and support other staff in the completion of their duties Undertake other tasks as required Competencies A Conciliator is expected to demonstrate the following competencies: Position competency Technical Learning Performance measure Picks up on technical things quickly Can learn new skills and knowledge Is good at learning new industry, company, product, or technical knowledge Does well in technical courses and seminars Doesn t learn new technical skills readily, or may learn but not act Is among the last to learn or adopt new technology May be stuck and wed to past technologies and resist switching to new ones May be intimidated by technology May lack experience or exposure to new technologies May not be interested in things technical or areas involving lots of detail May not know how to or may reject using other to learn new technologies 3

4 Learning on the Fly Conflict Management Problem solving Spends his/her time and the time of others on what s important Quickly zeros in on the critical few and puts the trivial many aside Can quickly sense what will help of hinder accomplishing a goal Eliminates roadblocks Creates focus Has little sense of what s mission critical and what s just nice to do Doesn t identify the critical few well for self or others Not good at figuring out how to eliminate a roadblock May believe that everything s equally important, may overwhelm others with unfocused activities May be addicted to action, do a little bit of everything quickly May be a poor time manager May not say no; wants to do everything Steps up to conflicts, seeing them as opportunities Reads situations quickly Good at focused listening Can hammer out tough agreements and settle disputes equitably Can find common ground and get cooperation with minimum noise Avoids conflict in situation and with people May be excessively competitive and have to win every dispute; may be seen as overly aggressive or assertive Will let things fester rather than dealing with then directly May accommodate, want everyone to get along May get upset as a reaction to conflict, takes it personally Can t operate under conflict long enough to get a good outcome Gives in and says yes too soon Gets into conflict by accident; doesn t see it coming, or gets in the middle of everyone else s problems Will try to wait long enough for it to go away Uses rigorous logic and methods to solve difficult problems with effective solutions Probes all fruitful sources for answers Can see hidden problems Is excellent at honest analysis Looks beyond the obvious and doesn t stop at the first answers Identifies opportunities for improvement and takes action 4

5 Written Communication Stakeholder focus Ethics and Values Not a disciplined problem solver, may be stuck in the past, wed to what worked before Many times, must come back and rework the problem a second time May be an impulsive decision maker May get impatient and jump to conclusions too soon May not stop to define and analyse the problem; doesn t look under rocks May have a set bag of tricks and pull unfit solutions from it May miss the complexity of the issue and force-fit it to what he/she is most comfortable with Unlikely to come up with the second and better solutions, ask penetrating questions, or see hidden patterns Can write clearly and succinctly in a variety of communication settings and styles Can get messages across that have the desired effect Understands and utilises the plain English writing standard Written work contains minimal errors Not a clear communicator in writing May be hard to tell what the point is May be hard to tell what the point is May be too wordy or too terse or have grammar/usage problems May not construct a logical argument well May not adjust to different audiences; may have a singly style of writing Is dedicated to meeting the expectations and requirements of internal and external customers Gets first hand customer information and uses it for improvements in products and services Acts with customers in mind Establishes and maintains effective relationships with customers and gains their trust and respect Doesn t think of the customer first May think he/she already knows what they need May focus on internal operations and get blindsided by customer problems May not make the first move Uncomfortable with new people contacts May be unwilling to hand criticisms, complaints, and special requests May not listen well to customers, may be defensive Many not make the time for customer contact Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times Acts in line with those values Rewards the right values and disapproves of others 5

6 Composure Listening Health and Safety Practices what he/she preaches Values may be out of sync with those of the organisation Strong individualist with low concern for values of others; may set his/her own rules; make others uncomfortable May play too close or over the edge for the organisation May not think about own values much and have no idea how he/she comes across Behaviour may vary too much across situations Values may be seen as too self-serving He/she doesn t walk the talk; says one thing and does another May go into battle based on beliefs and values when not appropriate Is cool under pressure Does not become defensive or irritated when times are tough Is considered mature Can be counted on to hold things together during tough times Can handle stress Is not knocked off balance by the unexpected Doesn t show frustration when resisted or blocked Is a settling influence in a crisis Gets rattled and loses cool under pressure and stress May blow up, say things he/she shouldn t Gets easily overwhelmed and becomes emotional, defensive or withdrawn May be defensive and sensitive to criticism May be cynical or moody May be knocked off balance by surprises and easy rattled May contribute to others losing composure or being unsettled May let anger, frustration and anxiety show Practices attentive and active listening Has the patience to hear people out Can accurately restate the opinions of others even when he/she disagrees Cut s people off and finishes their sentences if they hesitate Interrupts to make a pronouncement or render a solution or decision Doesn t learn much from interactions with others Appears not to listen or is too busy constructing his/her own response Many times, misses the point others are trying to make May appear arrogant, impatient or uninterested May listen to some groups/people and not to others Inaccurate in restating the case of others May confuse listening with agreement Each employee is expected to share in and actively contribute to Utilities Disputes commitment to, and the continuous improvement of, a safe and healthy workplace through: Keeping informed on health and safety matters 6

7 Proactively offering suggestions and contributing to health and safety initiatives Identifying and eliminating hazards and risks in the work environment Being aware of and supporting the wellness of other employees Being prepared and ready to act in an emergency Reporting early any feeling of pain, discomfort, or stress Reporting all incidents, injuries or near misses Following all health and safety procedures, rules and instructions 7