Location: Edinburgh (Hybrid Considered)
Salary: £26,780 (FTE)
Salary Band: 1.4
Contract: 21 Hours per week / Part-Time / Fixed-Term Directorate: Development and Strategic Growth
Reports To: Head of Quality and Improvement
Change Mental Health is a leading national mental health charity providing unique support to people with severe and enduring mental ill health. With over 50 years’ experience across Scotland, we believe people affected by poor mental health and illness deserve the highest quality of support in the community and that every person has the right to be valued and to share in the opportunities, challenges, and joys of everyday life.
The Quality and Improvement Officer is a key role focused on embedding a culture of continuous improvement across the organisation. You will support robust quality assurance processes, ensuring compliance with regulatory standards, safeguarding obligations, and organisational policies. You’ll take ownership of mapping, monitoring, and auditing activities, maintaining quality in casework (via AdvicePro), safeguarding documentation, and document management systems.
Key Responsibilities
Quality Assurance & Improvement
- Support the Head of Quality and Improvement on the implementation and oversight of the Quality Assurance Framework (QAF), ensuring it reflects current best practice and regulatory requirements
- Map out and maintain a schedule of monitoring and auditing activities across the organisation
- Support internal audits, thematic reviews, and case file sampling (including via AdvicePro) to assess compliance and identify areas for improvement
- Analyse audit findings and produce reports with actionable recommendations to support service improvement
- Support the Head of Quality and Improvement to project manage ongoing pilots or service improvement activities
Safeguarding
- Monitor safeguarding processes and documentation to ensure best practice and regulatory compliance
- Work with the Safeguarding Lead to review safeguarding cases, identify learning points, and recommend improvements
- Maintain oversight of safeguarding data and trends to inform risk assessment and organisational learning
AdvicePro & Case Management
- Act as AdvicePro system champion: providing guidance, quality assurance, reporting and data integrity checks
- Develop and maintain standard operating procedures (SOPs) for AdvicePro usage
- Support staff with AdvicePro training and quality of case recording
Document & Information Management
- Ensure documentation is current, version-controlled, and stored securely in accordance with data protection policies
- Maintain an accessible and user-friendly document management system to support consistency in practice
- Support teams to develop and review policies, procedures, and guidance documents regularly
Training & Capacity Building
- Deliver training and briefings to staff and volunteers on quality standards, safeguarding, AdvicePro use, and documentation expectations
- Develop learning resources to support continuous improvement and compliance
Reporting & Compliance
- Produce high-quality reports for senior leadership and trustees, summarising audit outcomes, safeguarding themes, and quality metrics
- Ensure compliance with regulatory frameworks, including those from OSCR, Local Authorities, and safeguarding boards
- Support preparation for external inspections or quality marks
Essential Criteria
- Experience in quality assurance, compliance, or service improvement in a charity, public sector, or regulated setting
- Strong understanding of safeguarding principles, legislation, and good practice
- Experience of using AdvicePro or similar case management systems
- Knowledge of document and information management systems and processes
- Proven ability to conduct audits, analyse findings, and write clear reports
- Strong organisational skills, with experience mapping and managing monitoring frameworks
- Excellent communication and training skills
- A proactive, detailed-orientated approach with the ability to influence and support others to improve practice
Desirable Criteria
- Experience working in advice, social care, or support services
- Knowledge of relevant regulatory and quality standards