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Case Manager job description

Job Description

The UK Council for Psychotherapy (UKCP) is the leading professional body for the education, training, accreditation and regulation of psychotherapists and psychotherapeutic counsellors. Our register of over 9000 individual therapists is accredited by the Professional Standards Authority (PSA). As part of our commitment to work for public benefit, we strive to improve access to psychotherapy, to support and disseminate research, to improve standards and to respond effectively to complaints against therapists on our register.


Title Case Manager
Salary  £31,250
Reporting to Complaints and Conduct Manager
Direct Reports None
Location America House, 2 America Square, London EC3N 2LU



To support the Complaints and Conduct Manager in the operation of UKCP’s Complaints and Conduct Process (CCP).

Main Duties and Responsibilities

The Case Managers are responsible for the day-to-day management of investigations and adjudication on concerns and complaints against registered members, in accordance with UKCP’s Complaints and Conduct Process (CCP)


Complaints handling

Undertake the operational aspects of the CCP:

  • To ensure that all procedures and processes related to the investigation of and the adjudication of complaints raised against relevant members are followed, and recorded accurately.
  • To ensure that case management processes and service standards are adhered to.
  • To ensure that the complaints processes are delivered to the highest standards, to safeguard procedural integrity and to ensure that UKCP meets all its obligations in these respects, with particular attention to issues of diversity and equalities
  • To assess complaints that do not meet the CCP threshold and facilitate matters that can be resolved via Alternative Dispute Resolution
  • To provide support and assistance during legal challenges and Judicial Reviews about matters relating to the CCP. To comply with Subject Access Requests


Strategic Planning and Development

  • Provide support in projects concerning regulation and complaints handling. In particular, assist in producing proposals, plans and reports and building relationships with stakeholders
  • Contribute to regular review of the CCP with particular regard to changing needs, common practice and case law within professional regulation
  • Work with colleagues to prepare for the organisation’s annual reaccreditation process with the Professional Standards Authority


Professional Conduct Committee

  • Work with the Professional Conduct Committee (PCC) and its Chair overseeing casework
  • Attend all the Committee meetings and actively participate in discussion of cases
  • Provide regular updates on cases and prepare root cause analysis at the end of each case
  • Participate in the regular Learning from Complaints events
  • Provide monthly case reports and Aged Analysis to help the team, the committee and the Board to understand trends and patterns in the complaints process


Adjudication Hearings

  • Organise Adjudication Panel hearings. This includes arranging the logistics, preparing bundles and ensuring all parties are aware of the necessary information
  • Support the Presenting Officer prior to, during and after the hearing
  • Act as Presenting Officer before an Adjudication Panel during Interim Suspension hearings.
  • Ensure that outcomes of the hearings are communicated to all the relevant parties and organisations.
  • Provide training to and maintain the upkeep of the pool of Adjudication Panel members


Communication and Representation

  • Create and update, as required, CCP communications in relation to complaints and for members, complainants and the wider public.
  • Maintain effective working relationships with those involved in cases such as panel members, barristers, complainants, registrants etc.
  • Provide articles for The Psychotherapist magazine and contribute to the PCC Annual Report


This is not an exhaustive list and you are required to be flexible in your approach to carrying out your duties which may change from time to time to reflect changes in UKCP’s approach to a culture of continuous improvement.


Person Specification


  • High degree of experience of complaints handling in a professional body, a regulated environment or similar organisation.
  • Proven ability to work effectively with a range of stakeholders.
  • Good understanding of project work with excellent organisational skills
  • Experience of undertaking consultations, writing briefings, and carrying out policy research.
  • Able to be a positive advocate for UKCP in external situations.
  • Clear, concise, logical and practical approach to problem solving.
  • Ability to read and critically analyse information at short notice.
  • Excellent communication skills, both written and verbal, and the ability to produce accurate documents.
  • Proven ability to manage a large and varied workload, prioritise effectively and ensure that deadlines are met.
  • Ability to work in a flexible manner and experience of working effectively as a member of a small team.
  • Well-developed IT skills, particularly in Microsoft Word, Excel and Outlook.



  • Used to working in a highly political atmosphere.
  • Experience in the charity and mental health sectors and/or a national level organisation.
  • Proven commitment to diversity and equalities and ability to put this into practice.