The overall focus will be on analysis to consolidate the evidence base to improve the usage of complaints data. Specifically, the project will examine:
- How complaints management and complaints data use look across the prison estate, including how complaints are handled by officers, how they are categorised and analysed and how complaints data informs service improvements.
- What best practice looks like in complaints management for prison services, including alignment/compliance with SPSO guidelines.
The project will result in a report that documents current complaints handling practices and use of complaints data across the prison estate as well as proposals for improving complaints data recording and use in the form of a framework or set of recommendations for collecting, managing and analysing complaints data taking into consideration the arrival of in-cell technology.
The Internship will be located in the Improvement team but will involve working closely with operational colleagues and non-operational colleagues in prisons. The intern will have the opportunity to make evidence-based recommendations to inform penal policy and practice in Scotland.