Members Enquiries Officer (Grade H)

Job Description

JOB TITLE:
Members Enquiries Officer
GRADE:
H
DIRECTORATE:
Resources
SERVICE:
Information Governance, Complaints & Member Enquiries (IGCME)
RESPONSIBLE TO :
Senior Members Enquiries Officer
RESPONSIBLE FOR:
n/a

DBS check not required
This post is not politically restricted
JOB SUMMARY:
Deliver the provision of a council-wide MP/Members Enquiries service in line with relevant regulatory and internal council procedures.
Increase democratic accountability, making it easier for local people to access information about council activities, by publishing LBTH’s Transparency Code, in line with the Local Government (Transparency Requirements) (England) Regulations 2015; and responsible for publishing the council’s Publication Scheme and updating the Disclosure Log in line with the Freedom of Information Act 2000.
Develop and implement sound organisational policies, procedures, systems and programmes, to help the council deal effectively, efficiently and lawfully with members enquiries, and all matters relating to the Transparency Code, the Publication Scheme and the Disclosure Log.
Develop and maintain cross-council networks of directorate officers and strategic partners to ensure effective delivery of the service functions..
ROLE REQUIREMENTS:
[The role requirements are the duties and responsibilities that are specific to the job. If a duty is required to be carried out infrequently this should not be recorded as this list is not exhaustive]
1.
Support the Senior Members Enquiries Officer (SMEO) in raising the profile of the Members Enquiries functions within the Council, working with colleagues, elected Members and other council officers to achieve this.
2.
Maintain effective relationships with directorate managers across the organisation, ensuring Members Enquiries related


work is prioritised appropriately to drive compliance with the Council’s policies/procedures and legislative requirements.
3.
Act professionally, providing accurate, timely, and helpful advice / guidance to the public, the Mayor’s Office, elected Members and council officers on the Mayor’s and Members enquiries matters, to ensure compliance. Sign-post as appropriate and seek advice from the Senior Members Enquiries Officer on complex matters.
4.
Audit, maintain and develop Members Enquiries webpages, databases and management information systems; support quality accreditation submissions as required.
5.
Promptly review, log as appropriate, and refer received members enquiries to the correct directorate respondents, advising of the response deadlines; diarise deadlines, and chase responses as appropriate to ensure the council meets any statutory obligations and complies with its policies.
6.
Create accurate records on databases, that clearly identify time-scales, the responsible officers and departments. Maintain accurate information on manual/digital systems to ensure high quality of data, information security and compliance with the law.
7.
Maintain statistical data; when required produce regular and ad-hoc management reports for elected members and senior managers on Members Enquiries practice and compliance.
8.
Support the Council’s information governance framework, by assisting when required with updating webpages relating to the Transparency Code (TC), the Publication Scheme (PS) and the Disclosure Log (DL); engage with colleagues and other Council officers to obtain the relevant data and information.
9.
Maintain appropriate levels of confidentiality - handling confidential information and requests for opposing political groups in a professional, non-political and unbiased manner.
10.
Implement effective quality and monitoring systems. Manage, monitor and facilitate all contacts and responses relating to Members Enquiries (including TC, PS and DL), working with colleagues and council officers to ensure compliance with council standards and statutory requirements. Ensure prompt escalation when deadlines are at risk of not being achieved, maintaining a consistently high standard of customer care.
11.
Support the Senior Member Enquiries Officer and Head of Information Governance in the formulation and delivery of


improvement and efficiently initiatives and projects within the service
CORPORATE RESPONSIBILITIES

12.
Actively contribute to the council’s priorities and outcomes in a way that promotes a ‘one organisation’ approach.
13.
Develop and maintain positive relationships with colleagues, stakeholders and communities to ensure the council and the directorate strategic priorities are effectively implemented.
14.
Support organisational change and learning, following and implementing appropriate systems of self-development, communication and engagement, quality measures, monitoring and review in delivering the functions of the role.
15.
Promote sustainability, including encouraging a culture of innovation and accountability amongst all council staff.
PEOPLE
[This should detail those aspects of that require contact and interaction with other individuals, either within the council and/or in outside organisations, and the intended outcome of this]
16.
Work in accordance with the Council’s policies on equality and diversity in employment; ensure the provision of services in an inclusive and non-discriminatory manner.
17.
Ensure that only appropriate enquiries are submitted to the MP/members enquiries system; and help to disseminate this information to other colleagues within IGCME, officers across the council, and elected members.
18.
Establish and maintain effective mechanisms to engage with directorates, council officers, the Mayor’s Office, elected members and Tower Hamlets Homes (THH) to ensure that required service and policy improvements are delivered effectively.
19.
Provide effective training to directorate officers, elected members and relevant partners on Members Enquiries statutory and corporate policy and procedures, also providing regular support and guidance as appropriate.
20.
Negotiate with Tower Hamlets Homes Ltd and service heads to achieve effective outcomes and service improvements.
SERVICE
[This section will include requirements that the job holder may have in respect of quality assurance, continuous improvement, and the efficiency of the service]

21.
Plan and organise work and conflicting demands to ensure statutory and corporate deadlines are prioritised and met; and as required, attend and contribute at meetings across the organisation that may involve Members Enquiries matters.
22.
When required, assist the SMEO to ensure that Members Enquiries processes are up to date and that they are readily available and accessible on the Council’s electronic systems to council officers, elected members and the public, and can also be obtained in hard copy.
23.
Support the SMEO in proactively communicating between the public/Members and council services (including contracted-out services), to find effective resolutions for the organisation, that help to develop/restore LBTH’s reputation and lead to positive relationships.
24.
Deputise as appropriate when required in the absence of the SMEO
25.
Assist the SMEO in quality-assuring the team’s data to enable accurate and effective reporting for the organisation.
26.
Provide effective cover and support for colleagues across the Information Governance, Complaints and Members Enquiries functions when required.
PERFORMANCE
[This section needs to list the specific targets that are required to be met by the post holder and how these will be achieved]
27.
Maintain awareness of evolving legislation, national guidance and best practice relating to members enquiries, the Publication Scheme, Transparency Code and the Disclosure Log; help to disseminate best practice.
28.
Increase access for all by understanding different customer segments/groups and their specific needs; as appropriate, help to promote options that might be available to meet such needs.
29.
Participate at advocacy, member and consultation events and other activities aimed at gaining customer feedback on service delivery.
OTHER CONDITIONS:
To maintain personal and professional development to meet the changing demands of the job and participate in appropriate training/development activities including the council’s ‘My Annual Review’ scheme.
Ensure that all duties and responsibilities are discharged in accordance with the council’s policies and procedures, Code of Conduct and relevant regulations and legislation.
To comply with the council’s equal opportunities and diversity policies ensuring anti- discriminatory practice within the service area.
To undertake additional duties that may arise from time to time commensurate with the grade of the post, including taking notes at a range of meetings.
Person Specification

Requirements
Person Specification for the Post of:
Members Enquiries Officer
Essential (E) or
Desirable (D) (if applicable)
Method of Assessment A= Application Form
T= Test
I= Interview
Knowledge
• Knowledge of corporate complaints systems; regulatory complaints systems (e.g., Adults and Children’s Social Care Complaints, the Ombudsman complaint process, etc.); the International Standard for quality and related matters; and relevant legislation.
• Freedom of Information Act 2000, the Data Protection Act 2018, the Environmental Information Regulations 2004, and other relevant legislation.
• Good understanding of local authority political processes, and the role of elected Members.
• Knowledge of advocacy; community support and interpreting services; and community and service delivery issues relating to
D
E
E D
AI


inner-city areas, such as Tower Hamlets.
• • Knowledge of the range of services that local authorities provide.
• Knowledge of relevant IT / Business Management Systems.
E E

Qualifications
& Experience
• Experience of analysing information and explaining it effectively to others.
• Working with others to ensure important organisational deadlines are achieved.
• Experience of drafting clear and
concise correspondence.
• Experience of influencing and collaborating with senior managers and elected Members.
• Experience of using IT databases to record and retrieve management information, using reporting tools.
• Experience of using Microsoft Office (i.e., Excel, Word and Power point) to achieve work outcomes.
• Working in a politically sensitive environment.
E
E
E E
E
D
AI
Living the TOWER Values sets out the essential behaviours required of all staff.

They are aligned to the organisation’s five TOWER Values
AI

We work TOGETHER across boundaries and with partners to achieve the best outcomes for Tower Hamlets
Developing Networks: Understands the work of other teams with whom they work.
Collaborating:
Shares information with others in a timely way, to deliver the best outcomes.
E E

We are OPEN and transparent
Communicating Clearly: Shares relevant information in a way that is easy to understand.
Being approachable:
Is approachable and actively seeks feedback from others to improve how they and others do things.
E E

We are WILLING to challenge, innovate and be accountable
Being accountable: Takes accountability for delivering own work and contributing to that of the team.
Improvement and Innovation:
Willing to listen and try something new to achieve better outcomes.
E
E

We empower each other to be EXCELLENT and go the extra mile
Having purpose and personal motivation: Understands the organisation’s direction of travel and actively supports it in their work and interactions.
Making colleagues feel appreciated and Valued: Says ‘thank you’ when others have helped them.
E
E

We RESPECT all communities; they are the heart of
Understanding our customers’ needs:
E


everything we do
I listen to customers and take time to understand their point of view.
Respecting diversity and being inclusive:
Is polite helpful and inclusive towards people from our diverse community.
E

Additional Requirements
Flexibility and willingness to work outside of contractual hours, in the evenings and weekends, when required – e.g., to attend/organise public consultation events for the council or Tower Hamlets Homes LTD.


LBTH Job Description and Person Specification Template 2022

.We are seeking a highly organised Members Enquiries Officer to manage and coordinate enquiries from Elected Members, ensuring they are logged, allocated, and responded to within agreed timescales. The role requires excellent communication skills, attention to detail, and the ability to work efficiently with services across the organisation to provide timely, high-quality responses. iCasework experience preferable.