PSD Caseworker - HC622894

Hampshire County Council; Waterlooville; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A local government authority in Waterlooville seeks a PSD Caseworker to effectively manage public complaints and minor misconduct investigations. The role requires strong investigative skills, a good command of written English, and flexibility in working location after initial training. Candidates should have relevant qualifications or equivalent experience and a solid understanding of the Criminal Justice System.

Benefits

Flexible working arrangements

Equal opportunities employer

Support for under-represented groups

Qualifications

• Experience in conducting investigations and presenting findings.
• Handling investigations or complaints is essential.
• Understanding of the Criminal Justice System.

Responsibilities

• Manage public complaints and minor misconduct investigations.
• Prepare reports and documents for key personnel.
• Explain complaint processes to the public.

Skills

Investigative skills

Written communication

Complaint resolution

Knowledge of criminal law

Education

Educated to QCF Level 3 or equivalent experience

Job description

PSD Caseworker – HC622894

Job Title: PSD Caseworker – HC622894

Hours: 37 hours per week

Contract: Permanent

Closing Date: Sunday 21st December 2025 at 23:59 hours

About The Role

Do you work well under pressure? Are you experienced in investigation work and looking for a new and interesting challenge?

We are looking for someone to join the Complaint Resolution Unit in PSD in the timely and effective management of public complaints and alleged minor misconduct against police officers, police staff and volunteers. The initial location will be Waterlooville for one-to-one training for 4 to 6 weeks, after which the location can be flexible with some opportunity for home working. A good level of written English is required as the role includes writing and quality assuring detailed emails and outcome letters to complainants.

Key Accountabilities

1. Explain to members of the public who may wish to make a complaint the different ways in which complaints can be addressed and investigated so that their wishes can be established and the matters raised progressed appropriately.
2. Where appropriate manage dissatisfaction and resolve complaints in accordance with local complaint handling procedures (2021 and 2020 Regulations). Make judgements and decisions on how a complaint should be handled and/or finalised, e.g. whether a case should be referred back to the Appropriate Authority for Reflective Practice Review at the conclusion of the investigative and fact‑finding work undertaken.
3. Lie to the Appropriate Authority in relation to scoping and fact‑finding investigative steps completed during local complaint handling and prepare written reports setting out the findings.
4. Prepare reports, letters and memoranda for consideration by key personnel or external agencies, which may include the Deputy Chief Constable, CID Superintendents, the Crown Prosecution Service and the Independent Police Complaints Commission.
5. Prepare notices and forms for complaints and misconduct allegations for service on staff when required.

Qualifications

• Educated to QCF Level 3 OR work experience deemed to have brought the postholder to a comparable level.
• Evidence of significant work experience in conducting investigations and presenting the findings of those investigations.
• Evidence of handling investigations or complaint matters.
• Knowledge and understanding of criminal law and the Criminal Justice System.

Contact Details for an Informal Discussion

Please contact Inspector 30323 Alison Smith.

Hampshire and Isle of Wight Constabulary is an inclusive employer that strives to have a workforce representative of the communities we police and serve. We recognise that we are not fully representative and are working to address this imbalance through a variety of initiatives.

We are an equal‑opportunities employer that positively promotes flexible working, enabling officers and staff to achieve a healthy work‑life balance while meeting operational requirements. Applications may be made on a full time, part time or flexible working basis.

The Equality Act 2010 allows us to promote equality within Hampshire and Isle of Wight Constabulary by adopting Positive Action to support people from under‑represented groups. Our Positive Action team are available to provide support through the application and assessment process by contacting [e-mail].

The Disability Confident campaign aims to remove barriers, increase understanding and ensure that people have opportunities to fulfil their potential and realise their aspirations. We will accommodate requests for reasonable adjustments where possible throughout our recruitment and promotions processes and encourage anyone requiring reasonable adjustments to disclose this at the earliest opportunity.