Better conflicts, Better outcomes, Better world

CEDR CASEWORKER
COMPETENCY FRAMEWORKMARCH 2021

CEDR Services Ltd

T: +44 (0)20 7520 3800

100 St. Paul's Churchyard

W: www.cedr.com

London

E: applications@cedr.com

EC4M 8BU
Registered in England & Wales No. 3271988

Good practices, or ‘competencies’, are foundational professional strengths that help all
caseworkers to do their job well. Competencies underpin the way in which a caseworker
approaches a situation, driving their behaviour and guiding their level of success.
In delivering its consumer dispute resolution services across a wide range of industries andsectors, CEDR seeks to adhere to, and where possible build upon, the competencies set out in
the Ombudsman Association’s Caseworker Competency Framework, which was created in 2018
and sets out what is considered to be good practice in the way in which caseworkers interact
with others and make decisions.
CEDR’s caseworkers
CEDR supports its service users in many different ways. A caseworker is a member of staff who
has a direct role in helping to resolve a complaint. This includes staff members who give advice,
carry out investigations and make decisions on cases.
Caseworkers at CEDR can be distinguished into two groups: administrative caseworkers, who
are those engaged in the administration of cases; and adjudicative caseworkers, comprising
the adjudicators, conciliators, arbitrators and other neutrals who carry out case investigations
and evaluate the merits of cases in order to reach decisions.
Complaints referred to CEDR may be resolved by mutual agreement between the parties, inwhich case users will have contact with perhaps one administrative caseworker. Alternatively, acomplaint may involve a full investigative adjudication and assessment of its merits, where anadjudicative caseworker will be involved. Different CEDR caseworkers will become involved
depending on the unique circumstances of each case.

ANALYTICAL

OPEN-MINDED

Methodical, Questioning,
Perceptive & Reflective

IMPACTFUL
Authoritative, Clear &Persuasive

Progressive, Collaborative,
Resourceful & Impartial

An effective
caseworker
is...

APPROACHABLE
Inclusive, Empathetic,
Engaging & Authentic

PROFESSIONALCONSTRUCTIVE

Organised, Responsive,
Focused & EthicalFlexible, Pragmatic,
Proactive & Resilient1Core competency 1: ANALYTICAL
An effective caseworker critically examines information and issues to arrive at wellreasoned and appropriate decisions that stand up to scrutiny.
Methodical
Administrativecaseworkers

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Carries out taskssystematicallyDistils complex
problems into
manageable parts
Gathers andassimilates
information
efficiently
Engages withinternal expert
advisers whererelevant
Draws reasonableconclusions fromcomplicated or
incomplete data
in making an
initial assessment

Questioning•

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Adjudicativecaseworkers

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Carries out asystematic anddetailed
investigation ofthe evidence andlaw
Distils complex
information intomanageable parts
Understands andassimilates
information
efficiently
Draws reasonableconclusions fromcomplicated orincomplete data
in makingdecisionsApplies soundandcomprehensive
reasoning toreach logicaldecisions

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Looks atproblems andevidence with acritical eye
Probes to identify
the key issues,
separating
opinion from fact
at the intake
stage
Actively listensand clarifies
understanding
Identifies
knowledge gaps
and seeks toaddress them,whereappropriate
Checks themeaning andsource of
information,
whereappropriate
Looks atproblems andevidence with acritical eye
Probes to identify
the key issues,
separating
opinion from fact
at theinvestigation anddecision-making
stagesIdentifies
knowledge gaps
and seeks toaddress them byrequesting
further evidence
Checks themeaning andsource ofinformation
whereappropriate
2

Perceptive•

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Considers
problems in theirwider
organisationaland external
contexts
Identifies andreports trends
across data andexperiences
Understands
when to escalate
issues or seek
input
Recognises thevalidity, relevanceand limitations ofdifferent types ofevidence
Detects andguards against
risks

Considers ‘thebigger picture’,
looking atproblems in wider
organisationaland externalcontexts
Identifies andreports trends
across data andexperiences
Understands
when to escalate
issues or seek
input
Recognises thevalidity, relevanceand limitations ofdifferent types ofevidence
Detects andguards against
risks

Reflective•

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Monitors progressagainst plans andobjectives
Identifies andlearns frommistakes
Measures andevaluates the
success of aSeeks feedback
and acts upon it ina timely mannerConsiders how
others within or
outside CEDR
might benefit fromlearnings

Monitors
performanceagainst objectives
Identifies andlearns frommistakes
Measures andevaluates thesuccess of adecision orapproach
Seeks feedback
and acts upon it ina timely mannerConsiders how
others within or
outside CEDR
might benefit fromlearnings

Core competency 2: IMPACTFULAn effective caseworker uses their communication skills to influence a diverse range ofpeople, building consensus and understanding.

Administrativecaseworkers••••Adjudicative
caseworkers•••••

Clear
Uses plain language that iseasy to understandCommunicates complex
issues in a concise andstraightforward manner
Drafts documents in Plain
EnglishProvides explanations
before misunderstandings
occur

Uses clear and plain
language that is easy tounderstand for a consumer
audience
Avoids jargon wherepossible
Communicates complex
issues in a concise andstraightforward manner
Drafts well-structured,comprehensible decisions
in Plain English
Provides explanations
before misunderstandings
occur3••••••••

PersuasiveAdjusts communication
tone and style to suit theaudience
Presents information in a
way that is evidencebased and convincing
Strikes a sound balance
between directness anddiplomacy
Communicates using
appropriate methods
and timing

Adjusts communication
tone and style to suit theaudience
Presents information in a
way that is evidencebased and convincing
Strikes a sound balance
between directness anddiplomacy
Communicates using
appropriate language
and tone•
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Authoritative
Quickly builds
credibility
Displays confidence
in own ability andexplanation ofprocess
Interacts confidentlywith others andappropriately
articulates points ofview
Makes robust
decisions, as
appropriate for rolelevel and case stage
Quickly builds
credibility
Displays confidence
in own ability anddecision-making
Clearly explains therationale fordecisions or actions
Interacts confidently
with others andappropriately
articulates points ofview
Makes robust
decisionsCore competency 3: CONSTRUCTIVE
An effective caseworker successfully navigates changing and sometimes challenging
environments to respond dynamically to service users’ needs and achieve personal andorganisational goals.

Administrative
caseworkers•••••
Adjudicativecaseworkers

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Flexible
Adjusts priorities toreflect thedemands ofcustomers, bothinternal andexternalShows awarenessof how an
approach impacts
on others andadapts accordingly
Embraces change
and seeks
opportunities tolearn from it
Responds nimbly
to changing work
practices andsituations
Is willing to take on
new tasks or roles
Shows awarenessof how an
approach impacts
on others andadapts accordingly
Embraces change
and seeks
opportunities tolearn from it
Responds nimbly
to changing work
practices andsituations
Is willing to take on
new tasks or roles

Pragmatic
Reachessustainable
initialassessments,
taking into
account theirpractical
implications
Providesusable results
and outputs
Undertakes
initialassessments
of appropriate
depth relative
to all thecircumstances•••

Reachesrealistic andsustainabledecisions,taking into
account theirpractical
implications
Providesusable results
and outputs
Looks formutually
beneficial
solutions
Undertakes
investigationsof appropriate
depth relative
to all thecircumstances

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ProactiveTakes
initiative inachieving
andimproving
outcomes
Takes
ownership ofintake tasks
Thinks ahead
and preparesfor the future

•

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Takes
initiative inachieving
andimproving
outcomes
Takes
ownership oftasks anddecisions
Thinks ahead
and preparesfor the future••••

ResilientShows tenacity in
pursuing goals
and managing
workload
Accepts thatsituations aresometimes
uncertain andcontinues tostrive forexcellence
despite thisKnows when to
ask for help andsupportDeals calmly withconflict andmeets thechallenges ofdifficult/complex
complaints
Shows tenacity in
pursuing goals
and managing
workload
Accepts thatsituations are
sometimes
uncertain andcontinues tostrive forexcellence
despite thisKnows when to
ask for help andsupport
Deals calmly withconflict andmeets thechallenges ofdifficult/complex
complaints

Core competency 4: APPROACHABLE
An effective caseworker creates an open and reassuring culture to earn the trust of others
and generate confidence in the case-handling process.

Administrative
caseworkers

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Inclusive
Treats others withcourtesy, dignity
and respect at alltimes
Recognises
diversity anddifference
Adopts an openand appropriate
communicationstyle
Works to makethe service
accessible to all
Contributes to a
positiveorganisational
culture••••Adjudicative
caseworkers

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Treats others withcourtesy, dignity
and respect at all
times
Recognises
diversity anddifference
Adopts an open
and appropriate
communicationstyle
Works to makethe service
accessible to all
Contributes to a
positiveorganisational
culture

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Empathetic
Sees thingsfrom otherpeople’s
perspectives,
recognising
andaccounting forthe barriers
they might
faceShowssensitivity,discretion andtolerance
towards others
Quickly builds
trust andrapport
Delivers
difficultmessages withtact andsensitivity
Sees thingsfrom otherpeople’s
perspectives,
recognising
andaccounting forthe barriers
they might
face
Shows
sensitivity,discretion andtolerance
towards others
Quickly builds
trust andrapport
Delivers
difficultmessages withtact andsensitivity

5

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Engaging
Approaches
situations withenthusiasm,conviction andpositivity
Presents
information on
process in a waythat fosters
genuineunderstanding
Uses relevant
illustrations andcomparisons toexplain complex
concepts

Approaches
situations withenthusiasm,conviction andpositivity
Presents
decisions in away that fosters
genuineunderstanding
Uses relevant
illustrations andcomparisons toexplain complex
concepts

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Authentic
Acts withintegrity,openness andhonesty
Leads byexample
Is sincere andcandid ininteractions
with others
Sets highpersonal
standards

Acts withintegrity,openness andhonesty
Leads byexample
Is sincere andcandid ininteractions
with others
Sets highpersonal
standards

Core competency 5: OPEN-MINDED
An effective caseworker approaches problems and new ideas without prejudgement togenerate fair solutions that maximise the potential of available resources.

Administrative
caseworkers

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Progressive
Embraces
innovation andlooks for ways to
get the mostfrom new
approaches
Identifies andsuggests
improvements toways of working
Keeps abreast ofrelevant
professional
developments

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Adjudicative
caseworkers

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Embraces
innovation andlooks for ways to
get the mostfrom new
approaches
Identifies andsuggests
improvements toways of working
Keeps abreast ofrelevant
professional
developments

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CollaborativeDevelops
strong workingrelationships
and networks
Seeks input andinsights fromothersWorkseffectively in ateam
Delivers timely
andconstructive
feedback toothersSharesknowledge

Develops
strong working
relationships
and networks
Seeks input andinsights fromothersWorks
effectively in ateam
Delivers timely
andconstructive
feedback toothersSharesknowledge

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Resourceful
Develops
options andconsiders
alternatives
Weighs costs
and benefits ofpossible
approaches,taking into
account theinterests of allparties, tomaximise theeffectiveness ofthe process
Manages
limitedresources
efficiently toachieve results
Develops
options andconsiders
alternatives
Weighs costs
and benefits ofpossible
approaches,taking into
account theinterests of allparties, tomaximise theeffectiveness ofthe process
Manages
limitedresources
efficiently toachieve results

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Impartial
Acts withneutrality andobjectivity
Is aware of how
decisions areaffected byunconscious
bias
Is able to makedifficult or
unpopular
decisions at
the intake
stages whennecessaryActs withneutrality andobjectivity
Is aware of how
decisions areaffected byunconscious
bias and openlyinterrogatesdecisionmaking
processes tominimise its
impactIs able to makedifficult or
unpopular
decisions whennecessaryCore competency 6: PROFESSIONAL
An effective caseworker strives for excellence in all their individual and team endeavours
to meet other people’s expectations and deliver a high-quality service.

Administrative
caseworkers

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Adjudicative
caseworkers

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Organised
Plans andprioritises
workload
effectively
Follows relevant
systems,processes andpolicies
Keeps complete
and clear recordsof all interactions
Successfully
manages
interconnected
processes

Plans andprioritises
workloadeffectively
Follows relevant
systems,processes andpolicies
Keeps complete
and clear recordsof decisions
Successfully
manages
interconnected
processes••••••••••

Responsive
Delivers on
promises andmeets agreed
deadlines
Responds toothers in atimely manner
Demonstrates
focus onimpartiality
Operates atpace
Revisits planswhen
circumstanceschangeDelivers on
promises andmeets agreed
deadlines
Responds toothers in atimely manner
Demonstrates
focus onimpartiality
Operates atpace
Revisits planswhen
circumstanceschange

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Focused
Sets objectives
and hasdirection
Pursues
personal andorganisational
goals withenergy anddetermination
Shows
commitment toand pride inhigh quality
service delivery
Strives forcontinuousimprovement
Sets objectives
and hasdirection
Pursues
personal andorganisational
goals withenergy anddetermination
Shows
commitment toand pride inhigh quality
service delivery
Strives forcontinuous
improvement

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EthicalUpholds
CEDR’s values
Acts inaccordance
withfundamental
principles suchas fairness,equality andrespect forindividual
rightsPursues justicein bothoutcomes andprocesses at
the intakestages
Upholds
CEDR’s values
Acts inaccordance
withfundamental
principles suchas fairness,equality andrespect forindividual
rightsPursues justicein bothoutcomes andprocesses