Brian Macrae Email & Phone Number

- Responsible for leading a team of Quality Assurance Officers and delivering and reporting on the EHU Quality Monitoring Programme against the KPI targets- Recruited Quality Assurance Officers after a competitive internal recruitment and interviewing process and created a Quality Assurance team- Responsible for continued enhancement and delivery of the EHU Quality Monitoring Programme as well as individual focused development of Quality Assurance Team- Work closely with the Service Delivery Manager and Operations Manager to establish and develop robust processes to ensure that statutory requirements are met- Part of the project team which obtained BSI 18477 followed by BS ISO 22548 by undertaking a thorough review of processes prior to the final audit- Work with the EHU Operations Manager to deliver quarterly performance, recompense, referral and volume stats to feed into DBEIS and Scottish Government reporting requirements - Work closely with Team Managers and all other areas of the EHU to drive continuous improvement, identify individual gaps, and take a rounded approach to process development - Design and deliver targeted development sessions to build on existing knowledge from across the team

- Responsible for delivering the Quality Monitoring programme within the Extra Help Unit, reporting on a monthly and annual basis against the EHU Quality KPI targets - Proactively drive improvement using positive engagement to ensure Quality KPI targets are met and maximised- Support the Caseworker team by highlighting positive Casework, and encourage improvement in areas which fall below target, ensuring that this is fed back as constructively and positively as possible. - Produce monthly Quality reporting and hold regular Quality meetings with the EHU Managers, with the aim of producing open and constructive dialogue to further drive and encourage improvement across the EHU- Ensure that the Unit is GDPR compliant at all times, both individually and through the processes of the Unit- Maintaining and developing on the BSI Standard for internal processes obtained by the EHU in March 2022- Ensuring that Safeguarding responsibilities are constantly met and reacting quickly to ensure any required referral is made- Liaise with Caseworkers and Team Managers on a daily basis to discuss and find solutions to any complex or challenging aspects of Casework, especially relating to Safeguarding or GDPR concerns- Ensure that relevant data, such as financial recompense achieved, is fully cleansed to enable accurate figures are used in reporting to EHU funders including Scottish and UK Government- Support the Head of the EHU with issues or complex Casework stemming from the Complaints Against process- Process Subject Access Requests when required in line with ICO guidelines- Liaise with the operator of the satisfaction survey, ensuring an accurate monthly sample is sent, and that given feedback is analysed to drive further improvement against the customer satisfaction KPI

Glasgow, Scotland, United Kingdom