FF11 Social work and support services senior social carehealthcarelegal

Client Advocate (Complaints Officer)

Även känt som: Client Ombudsperson · Patient Advocate

Supports clients with complaints about their treatment or how they are treated, independently of the organisation the complaint concerns, and advises on next steps.

The client advocate stands beside the client, apart from the organisation's interest. The independence of this role is in tension with the fact that she is often appointed and paid by that same organisation. That tension affects the credibility of the role and is rarely named in recruitment.

Kompetenser som ska mätas

Dessa är beteende- och förmågekonstruktionerna i denna profil. För varje konstruktion anges vilken frågehrmforce-frågeformulär som mäter den.

Kompetenser som ska mätas	Målnivå	hrmforce instrument	Bedömningsmetod	Beteendeankare på målnivå
interpersonal sensitivity Kompetens (50-ramverk): Sensitivity Knockout	N5	Big Fifty, 360 Feedback, Colour Profile (Jung)	Personality questionnaire	Trains others in recognising social signals and uses that insight when designing sensitive change processes across the organisation.
independence Kompetens (50-ramverk): Independence Knockout	N5	Big Fifty, 15PF	Personality questionnaire	Protects own professional judgement against pressure from stakeholders in senior forums and makes dissenting positions traceable and explainable.
integrity and dependability Kompetens (50-ramverk): Integrity Knockout	N5	Big Fifty (Integrity Scale), 360 Feedback, Structured interview	Personality questionnaire	Sets the organisation's integrity standards, enforces them also with influential parties and explains the resulting choices publicly.
Listening and probing Kompetens (50-ramverk): Listen	N5	Big Fifty, 360 Feedback	360-degree feedback	Picks up sensitive signals in conversations with directors and supervisors and uses them to adjust organisational policy in good time.
Stress tolerance Kompetens (50-ramverk): Stress resilience	N5	Big Fifty, 15PF, Mental Resilience (4C)	Personality questionnaire	Keeps the organisation workable in crises, takes decisions under high uncertainty and sets the standard for composed action under pressure.
Managing boundaries and energy Kompetens (50-ramverk): Stress resilience	N4	Big Fifty, Pulse Survey, Development Review	Structured interview	Deliberately alternates demanding and lighter tasks, declines extra work with reasons and keeps own diary within the agreed hours.
Safety awareness Kompetens (50-ramverk): Discipline	N4	Big Fifty, Competency Check	Situational Judgement Test	Recognises unsafe situations in own process, intervenes and addresses colleagues without bringing the work to a halt.
Improvising within boundaries Kompetens (50-ramverk): Creativity	N4	Competency Check, 360 Feedback	Situational Judgement Test	Chooses an interim solution within the rules when something fails or an unexpected request arrives, and records afterwards what deviated.

Kort profil

De tio viktigaste kompetenserna i denna profil. Den fullständiga profilen med alla kompetenser, beteendeankare och utvärderingsmetoder finns i nedladdningsfilen.

T	Kompetens	Målnivå	Vikt	Knockout	Bedömningsmetod
V	Conversation management	N5	5	ja	Assessment centre
G	interpersonal sensitivity	N5	5	ja	Personality questionnaire
V	de-escalating and setting limits	N5	5	ja	Situational Judgement Test
G	independence	N5	5	ja	Personality questionnaire
G	integrity and dependability	N5	5	ja	Personality questionnaire
V	Support in disability care	N5	5	ja	On-the-job observation
G	Listening and probing	N5	4	nej	360-degree feedback
G	Stress tolerance	N5	4	nej	Personality questionnaire
G	Managing boundaries and energy	N4	4	nej	Structured interview
V	Methodical care process and record keeping	N4	4	nej	Portfolio or evidence

Se alla 22 kompetenser i den fullständiga profilen

Bedömningsverktyg för denna tjänst

8 mätbara konstruktioner

Big Fifty

Personality questionnaire, 150 items, 25 factors

7 mätbara konstruktioner

Competency Check

Behavioral-Level Competency Assessment

7 mätbara konstruktioner

360 Feedback

Multiple assessments based on behavioral anchors

5 mätbara konstruktioner

Work sample test

Representative work sample under standardized conditions

5 mätbara konstruktioner

Knowledge test (client-specific)

Professional knowledge test, customized for each client

2 mätbara konstruktioner

Colour Profile (Jung)

Four color types, linked to Big Fifty factors

2 mätbara konstruktioner

Mental Resilience (4C)

Mental Resilience According to the 4C Model

2 mätbara konstruktioner

15PF

Personality Profile, a shorter alternative to the Big Fifty

2 mätbara konstruktioner

Structured interview

Behavioral interview with a fixed structure

2 mätbara konstruktioner

Development Review

Structured development interview

1 mätbara konstruktioner

Communication Styles

Preferred communication style

1 mätbara konstruktioner

Conflict Styles

Preferred style in conflict situations

1 mätbara konstruktioner

Big Fifty (Integrity Scale)

1 mätbara konstruktioner

Pulse Survey

Periodic measurement at the team and organizational levels

1 mätbara konstruktioner

Portfolio

Evaluation of prior work against fixed criteria

1 mätbara konstruktioner