The theme for Ombuds Day 2024 "Here to hear you..."
"As Ombudsman, I see first hand how important it is that members of our Armed Forces feel supported and treated fairly. #OmbudsDay 2024 is a moment to reflect on the impact we've had and the work still to be done."
To recognise the work SCOAF does one of our team has highlighted the key role they play in providing a service to those members of the Armed Forces community who contact us:
"As the Investigator Support at the Service Complaints Ombudsman for the Armed Forces (SCOAF), I serve as the primary point of contact for complainants once their cases have been processed by the Enquiries and Referrals team. My role focuses on ensuring complainant welfare through timely responses and maintaining best practice. Before cases are allocated I liaise with complainants and answer preliminary questions to ensure customers understand where they are in the casework process. When additional support is needed for vulnerable customers, I consult with senior staff to ensure complainants are directed to appropriate resources and agencies. I play an important role in identifying and capturing emerging trends in complaints in our weekly caseworker meetings. After a case is closed, I send a feedback survey to gather insights from complainants. This helps SCOAF to understand what continuous improvements can be made to ensure a good customer experience. There are a number of Mental Health First Aiders who have arranged training for SCOAF staff about Mental Health issues and has given me the confidence to make informed decisions and effectively support complainants throughout the process."
#OmbudsDay2024#HeretoHearYou#DisputeResolution#Fairness#AccesstoJustice