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Process Improvement And Transformation Senior Officer
Job Description
About the Role
We are looking for a passionate candidate who can support process and service improvements within teams managing student enquiries, ensuring we are delivering a high-quality, supportive service to our diverse student population. Drawing on methodologies from process improvement, continuous improvement, and user experience data and feedback, you will help us deliver an inclusive and high-quality enquiry management service.
As a senior officer you will bring together different sources of business data, inclusive practices, and colleague expertise by working effectively with stakeholders across different teams, facilitating positive discussion and generating enthusiasm for change while championing the user voice in decision making.
You will be supported to develop your skills in process improvement and transformation methodologies and encouraged to take responsibility for your own performance and development, through agreeing clear objectives, maintaining professional awareness, participating in professional networks and reflecting on your own performance.
This is an exciting opportunity for candidates looking to focus on the intersection between people, culture, processes, and technology in a challenging and complex environment, within a major higher education organisation.
We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this role.
Key Responsibilities
- Assist in creating process maps and other documentation to support the identification of areas for improvement.
- Support the implementation of process improvements and transformations through effective change management.
- Collaborate with teams across the university to collect data, feedback and insights for process evaluations to ensure successful integration of new processes and improvements to existing processes.
- Participate in training sessions to develop a solid understanding of improvement tools and techniques.
- Provide support in maintaining records and documentation related to improvement projects.
- Assist in communicating progress updates to relevant stakeholders.
- Act as a champion for process improvement and transformation work alongside the student enquiries team, contributing to its continuous development.
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.
Our Expectations
There are a number of duties and responsibilities that we ask all employees to be familiar with and adhere to.
We ask that the successful candidate:
- Positively contributes to an environment at King's that truly represents our Principles in Action and where every individual feels safe, secure and supported.
- Always complies with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
- Has an understanding of sustainability, including its impact on the University and the work we do, and engages in sustainable practices in the workplace.
- Ensures they are working in a safe environment, where they comply with our Health and Safety regulations and ensure confidentiality, only releasing confidential information obtained during the course of employment to those acting in an official capacity.
- Complies with Kings protocols on the appropriate use of telephone, email and internet facilities.
Equal opportunities
Equality, Diversity & Inclusion are central tenets of King's Vision 2029 which sets out the roadmap for King's ambition to provide an exceptional student experience and to be an employer of choice. Integral to this is ensuring equality of opportunity and outcome, recognising, celebrating and improving our diversity and inclusion.
As a responsible employer we aim to provide and promote a positive working, learning, and social environment which is free from prejudice, discrimination and any forms of harassment, bullying or victimisation. Our commitment to inclusion means that King's aims to create an environment where differences are not just respected, but also valued and celebrated. Everyone should be able to bring their whole self to King's.
All King?s students, staff and affiliates are responsible for meeting these commitments to value diversity and create an inclusive environment. King's will support and equip all members of its community to do this, embedding inclusion throughout the university's policies, procedures, and practices.
Qualifications
NONE
Skills
Essential
Relevant work experience and/or education.
An interest and experience in process improvement, and an eagerness to learn process improvement and transformation methodologies such as Lean or Six Sigma concepts.
An analytical mindset, you will have the aptitude and desire to learn the tools used to gather and manipulate data so that it can be interpreted by yourself and others.
Excellent oral and written communication including the ability to present straightforward and more specialised information to a range of different audiences.
Ability to establish and proactively build professional working relationships with other teams and stakeholders, and to help build enthusiasm for and effectively manage positive change.
Experience of taking responsibility for your own decision making, resolving problems that arise, consulting with others where required with diplomacy and tact.
Commitment to equity, equality, diversity and inclusivity in your own learning and ways of working and ensuring any specific training needed for your role is undertaken.
Desirable
An understanding of Lean Six Sigma
MORE JOBS LIKE THIS
The post-holder will be part of the Mental Health Support Team and part of our university?s multi-disciplinary Counselling & Mental Health Support Team and will have experience and current accreditation as a Mental Health Nurse, Psychological Wellbeing Practitioner or other qualified mental health practitioner.
The post-holder will possess specialist knowledge of issues related to student mental health, including the assessment and management of risk, mental health assessment, crisis management, and external referral of cases (into external crisis services, etc.). The post-holder will liaise with a wide range of internal and external stakeholders to ensure the university responds effectively to the mental health needs of students. They will work closely with the other two sub-teams that make up the Counselling & Mental Health Support Team (the Counselling and the Outreach & Training Sub-Teams) to ensure the appropriate referral of cases and an effective multi-disciplinary approach to all aspects of clinical work.
Key responsibilities
To provide confidential mental health support to students registered with the Counselling and Mental Health Support Service and to students referred to the Student of Concern Service and presenting with mental health difficulties and/or risk to self.
To carry out assessments including risk assessment & management for students self-referred to Counselling and referred via the Student of Concern process. Although ?Student of Concern? is not a crisis service, a high proportion of referred students indicate that they are at risk to self, and so the post holder will be expected to following service risk protocols and signpost students to appropriate services and escalate any student to crisis services if the need arises.
To offer short-term psychological interventions to students whose difficulties can be managed by low intensity and self-help oriented work and offer mental health support/advice/signposting to students who may be in distress or presenting with mental health risk to self or others.
Working at least one or two days/week triaging and manage ?Student of Concern? referrals.
To work with colleagues within Counselling and Mental Health Support Team and Student Services to support students with mental health conditions, including linking with internal and external organisations.
To act as an advocate for students in negotiating time out/moving to alternative modes of studies. To be responsible for providing an informed opinion and/or verifying students? mitigating circumstances and to support students in requesting extensions for completing work/providing supporting statements for students in academic appeals.
To keep accurate and up-to-date client case notes ensuring that they are compliant with the data protection act. To maintain therapeutic boundaries at all times.
To comply with relevant legislation and regulations, including, for example, our duty of care, safeguarding legislation, data protection legislation (including the General Data Protection Regulation), equality legislation, and health and safety legislation.
Qualifications
Professional qualification and current regsitration in the field of mental health nursing, psychological wellbeing practitioner or other qualified mental health practitioner
Skills
Knowledge / skills
- Expert knowledge and skills of undertaking mental health and risk assessment and management, including standardized assessment protocols and relevant clinical outcome measures (such as COREnet)
- Expert knowledge of the mental health issues and support needs of students and/or young adults
- Ability to manage relationships sensitively with distressed clients and tolerate and manage high levels of distress and risk
- Excellent IT and administration skills, including administrative self-sufficiency (e.g. diary management, letter writing, etc.)
Experience
- Experience of managing a large complex caseload of clients presenting with a wide range of mental health difficulties
- Experience of referring cases into NHS and voluntary sector bodies, and working closely with such services on complex cases
- Experience of balancing the need to share information appropriately to ensure the effective management of risk with the need for confidentiality and data protection legislation compliance
- Experience of supporting others to maintain effective appropriate boundaries in their work
Personal characteristics/other requirements
- Strong organizational skills and ability to work with multiple processes and systems
- Strong advocate and promoter of equality, diversity and inclusion for students with mental health difficulties
Desirable criteria
- Understanding of the issues that students face in Higher Education and the types of support/advice that students require beyond mental health support
- Knowledge of legislation relating to mental health
- Experience of delivering training, presentations and/or group-work
STACK is a quiz question type in KEATS which allows module leaders to ask mathematically sophisticated questions where students provide sophisticated answers. The questions are built using a computer algebra system (Maxima) which means that they can be randomised, students answers can be automatically marked, and dynamic and high-quality feedback provided.
Successful applicants will be trained in creating questions using STACK and then work with the leader(s) of a first or second year undergraduate mathematics module to develop a bank of questions for the module using STACK, supported by Dr. David Sheard. The possible modules involved are
- 4CCM141A Probability and statistics I
- 4CCM131A Introduction to dynamical systems
- 4CCM114A Linear algebra and geometry II
- 5CCM221A Real analysis
- 5CCM211A Applied differential equations
- 5CCM212A Complex analysis
- 4CCM112A Calculus II
- 4CCM111A Calculus I
- 4CCM113A Linear algebra and geometry I
Responsibilities:
Successful applicants will be required to:
- Attend training on how to author questions in STACK (included in pay).
- Meet and work with the module leader(s) of a course to develop educational resources in STACK.
- Ensure the STACK resources they create meet minimum quality standards as agreed at the start of the role.
- Work to weekly/fortnightly deadlines throughout the teaching semester.
- Seek help/guidance when needed and use online reference material as appropriate (including programming documentation and educational literature).
- Submit timesheets regularly and adhere to administrative requirements of the position.
Benefits:
Successful applicants will:
- Have the opportunity to collaborate closely with academics in the design of teaching resources.
- develop skills including programming, unit testing, and teamwork.
- develop understanding of pedagogy, especially related to assessment for learning and feedback.
These may be particularly relevant to people thinking of a future career in academia or education generally.
These positions are advertised as one-off, fixed-term positions. In total, successful applicants will be expected to work 50 hours
Please provide a short personal statement summarising which of the desirable and advantageous and skills/experience you have, how you satisfy the qualifications requirement, and which of the modules listed in the job description you would like to write STACK questions for.
If you have any questions about the role or application process, please email David Sheard at david.1.sheard@kcl.ac.uk.
Qualifications
Applicants should be one of the following:
- Level 6 or 7 undergraduate student with a mark of 70+ in the module(s) from the list they would like to work on
- Postgraduate taught student with a mark of 70+ in a similar module to the one(s) from the list they would like to work on
- PhD student with sufficient subject knowledge to effectively GTA the module(s) from the list they would like to work on
Skills
Desirable:
- Programming experience, especially in Maxima or Mathematica
- Good organisational and teamworking skills
- Excellent academic written English
Advantageous:
- Some familiarity with editing KEATS pages
- Interest in teaching, pedagogy, or assessment design
STACK is a quiz question type in KEATS which allows module leaders to ask mathematically sophisticated questions where students provide sophisticated answers. The questions are built using a computer algebra system (Maxima) which means that they can be randomised, students answers can be automatically marked, and dynamic and high-quality feedback provided.
Successful applicants will be trained in creating questions using STACK and then work with the leader(s) of a first or second year undergraduate mathematics module to develop a bank of questions for the module using STACK, supported by Dr. David Sheard. The possible modules involved are
- 4CCM141A Probability and statistics I
- 4CCM131A Introduction to dynamical systems
- 4CCM114A Linear algebra and geometry II
- 5CCM221A Real analysis
- 5CCM211A Applied differential equations
- 5CCM212A Complex analysis
- 4CCM112A Calculus II
- 4CCM111A Calculus I
- 4CCM113A Linear algebra and geometry I
Responsibilities:
Successful applicants will be required to:
- Attend training on how to author questions in STACK (included in pay).
- Meet and work with the module leader(s) of a course to develop educational resources in STACK.
- Ensure the STACK resources they create meet minimum quality standards as agreed at the start of the role.
- Work to weekly/fortnightly deadlines throughout the teaching semester.
- Seek help/guidance when needed and use online reference material as appropriate (including programming documentation and educational literature).
- Submit timesheets regularly and adhere to administrative requirements of the position.
Benefits:
Successful applicants will:
- Have the opportunity to collaborate closely with academics in the design of teaching resources.
- develop skills including programming, unit testing, and teamwork.
- develop understanding of pedagogy, especially related to assessment for learning and feedback.
These may be particularly relevant to people thinking of a future career in academia or education generally.
These positions are advertised as one-off, fixed-term positions. In total, successful applicants will be expected to work 50 hours
Please provide a short personal statement summarising which of the desirable and advantageous and skills/experience you have, how you satisfy the qualifications requirement, and which of the modules listed in the job description you would like to write STACK questions for. You may wish to upload a 1 page CV as well.
If you have any questions about the role or application process, please email David Sheard at david.1.sheard@kcl.ac.uk.
Qualifications
Applicants should be one of the following:
- Level 6 or 7 undergraduate student with a mark of 70+ in the module(s) from the list they would like to work on
- Postgraduate taught student with a mark of 70+ in a similar module to the one(s) from the list they would like to work on
- PhD student with sufficient subject knowledge to effectively GTA the module(s) from the list they would like to work on
Skills
Desirable:
- Programming experience, especially in Maxima or Mathematica
- Good organisational and teamworking skills
- Excellent academic written English
Advantageous:
- Some familiarity with editing KEATS pages
- Interest in teaching, pedagogy, or assessment design
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