The Ombudsman investigates complaints from members of the public about unfair treatment or where they have received a poor service through some failure on the part of devolved public bodies in Wales. The Ombudsman also investigates complaints that a member of a local authority in Wales may have breached their council’s statutory code of conduct for members.

The Ombudsman is seeking to appoint Investigation Officers (£32,031 - £42,684) on either a permanent or fixed term basis to join the Ombudsman at his offices in Pencoed, Bridgend.

Successful candidates will be able to assess, determine and investigate complaints made to the Ombudsman using their own initiative to research subject areas they are unfamiliar with and use their own powers of analysis, reasoning and deduction to reach appropriate conclusions. Previous investigative experience is desirable, as is experience of managing a caseload. They are expected to manage their own caseloads effectively and meet challenging targets without compromising the quality of work.

Excellent report writing skills are essential, as is the ability to communicate complicated information in a way which is appropriate to the recipient of that information. Excellent oral communication skills, in person and by telephone, are also vital to this role.

For one of the posts available excellent Welsh language oral and written skills are essential. The successful candidate for this post will have the opportunity to work from an office in Bangor after an initial period of training has been undertaken in Pencoed.

Applications are welcomed from those interested in a full-time or part-time position. Starting pay on appointment will depend upon relevant skills and experience.

Please note that recruitment is a two stage process. Shortlisted candidates will be invited to an Assessment Centre on Saturday 8 June 2019 at our offices in Pencoed, where they will be asked to complete exercises relevant to the role of an Investigation Officer. Those applicants who are successful will be invited to attend an interview during w/c 24 June 2019.

To apply for this post please submit the Application Form and Equal Opportunities Monitoring Form by email to: recruitment@ombudsman-wales.org.uk by midday on Monday 29 April 2019.

Applications received after this date will not be considered.

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Notes for Candidates – Investigation Officer

IntroductionThank you for expressing an interest in a position within the office of the Public Services Ombudsman for Wales (PSOW). Our recruitment process aims to attract quality applicants and above all to recruit the right people. This document contains information about the PSOW, the recruitment process and our employment terms and conditions which you may find useful.

About the PSOWThe function of the Ombudsman is to investigate complaints from members of the public about unfair treatment or where they have received a poor service through some failure on the part of a public body in Wales. The Ombudsman will also investigate complaints that a member of a local authority in Wales may have breached their council’s statutory code of conduct for members. The Ombudsman relies on the contribution of staff for the consistent and effective delivery of high quality service.

Please visit our website www.ombudsman-wales.org.uk for further information.

Equality & Diversity MonitoringThe PSOW strives to ensure that people using his service, or who are employed by him, are treated equally and that he does not inadvertently discriminate against members of any particular group in society.

In order to help us monitor this, we would be grateful if you could complete and return the attached form with your application.

We would like to reassure you that this form will be handled separately from your application form when it is received by this office. It will not be used to assess your suitability for employment.

Applying for a job at the office of the PSOWAs part of our Recruitment and Selection Policy we want to ensure that every applicant is treated fairly. The only information that is used to decide whether or not to shortlist an applicant, is the information provided in your application form. Your application form is therefore very important and this section is designed to help you to complete it. If you already work for us we still require the same range of information in relation to the job you are applying for.

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Job Description & Person Specification of Investigation OfficerThe Job Description outlines the main duties of the post, and the Person Specification describes the knowledge, experience and skills required for the position. If, after reading the Job Description, you are still interested in the job, then consider whether you have the relevant skills and experience as detailed in the person specification. If you do, consider how to demonstrate this. In your application form (see next section) make sure that you give enough detail about how you meet each of the criteria (no more than 1000 words in total).

The Ombudsman considers complaints about all devolved public services in Wales. Investigation Officers are expected to use their own initiative to research subject areas they are unfamiliar with and use their own powers of analysis, reasoning and deduction to reach appropriate conclusions. Investigation Officers are also expected to manage their caseload effectively so as to meet challenging targets without compromising the quality of work.

If you are employed you will be expected to operate across the whole of the Ombudsman’s current or future jurisdictions and in whichever operational team the Ombudsman considers appropriate to meet the objectives of his office.

Completing the Application FormRead through the application form carefully before you write anything to make sure that you are clear about what is being asked. You may find it helpful to do a rough version first – this avoids mistakes and allows you to organise your application properly. Please note that it is our usual practice to only accept application forms, not CVs and therefore if your application is not fully completed or is marked ‘see CV’, it will not be considered.

To apply for this post please submit the Application Form and Equal Opportunities Monitoring Form by email to: recruitment@ombudsman-wales.org.uk by midday on Monday 29 April 2019.

Personal DetailsYou must complete this section accurately as the information you provide here helps us to comply with the Asylum and Immigration Act 1996. We are unable to offer employment to someone who does not have the right to live and work in the UK. If you are offered the post, it is conditional on you providing proof of this right through documentation such as a national insurance number, P45 or Passport. Further guidance can be provided upon request.

Previous EmploymentWhen completing this section of the application form, please make sure you include details of your current or most recent job, even if you feel that the job is not relevant to your current application. You should explain the main features of your role, including things that you are or were responsible for, but do not go into too much detail. You should, where possible, confirm salary details for your current or most recent job.

You will have the opportunity to expand on the skills and experience that are most relevant to your application later in the form.

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You should also provide details of your past employment, starting with the most recent job and accounting for any periods of time not spent in further education or employment.

QualificationsThe Person Specification sets out any qualifications required for the job, and you should list these in this section. You may also want to include any other qualifications you possess or training courses you have attended that you feel are relevant for the post. If you are offered the post, we will need to view the qualification certificates that you list.

It is very important to answer the question relating to previous convictions on the application form honestly and carefully. Please take time to consider the information. If you have a criminal record then this will not automatically prevent you being employed. We will take the nature of your offence and its relevance to the job into consideration.

Should you be employed and it subsequently comes to light that you failed to disclose a conviction or warning, then it is likely that your employment will be at risk.

ReferencesAll appointments require receipt of two references that are deemed satisfactory by the PSOW’s interview panel. Referees will not be approached prior to interview.

Your two referees should represent your current or most recent employer and a previous employer. Within this framework, you should give details of the person(s) most able to confirm your suitability for the post for which you are applying. The PSOW reserves the right to contact any other past employers it deems necessary. If you have not worked in paid employment, you may provide the name and address of anyone who knows you well and who will be able to confirm the information you have provided and comment on your suitability for the job.

Health Questionnaire and Occupational Health ReferralsPrior to employment with the PSOW you will be asked to complete and return a Health Questionnaire. 

If you are employed the Ombudsman may, at any time, require you to consent to a medical examination, at the employer’s expense, by an Occupational Health adviser and/or a doctor nominated by the Ombudsman.  You will be asked to agree that any report produced in connection with any such examination may be disclosed to the Ombudsman and that we may discuss the contents of the report with our adviser(s) and/or the relevant doctor.

Your SkillsThis section of the application form is very important. Use it to demonstrate how your knowledge, experience and skills match the selection criteria listed in the Person Specification. If necessary, you can continue on a maximum of two additional A4 sheets. Each additional sheet must be numbered and must include your name and the job title of the position you are applying for.

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Welsh Language SkillsOur Welsh Language Policy outlines a set of core principles aimed at ensuring the equal treatment of both Welsh and English in the workplace. In order to achieve these aims, we ask all applicants to indicate their skill level in the Welsh language.

Where you have indicated on your Application Form the ability and willingness to work in the medium of Welsh your language skills will be tested should you be shortlisted for assessment. If you are employed you will be expected to conduct some of the business of the Ombudsman’s office in Welsh.

Use of Car for Business UseIf you are employed you will be required to use your car, when needed, in the course of your duties.  Prior to using a car for business use during the course of your duties, you must ensure that you have provided PSOW with a copy of an appropriate car insurance certificate valid for business use and that your vehicle is covered by a current MOT certificate if one is required. The appropriate PSOW mileage rates can be claimed.

AssessmentShortlisted candidates will be invited to our Assessment Centre at our offices in Pencoed on Saturday 8 June 2019. Assessment will include a variety of work related and aptitude tests.

DeclarationWhen you have completed the application form, read it through carefully, checking for any errors and to make sure you have not missed anything out. Then sign and date it to confirm that the information is correct. An electronic signature is acceptable for applicants wishing to return the completed application form by email.

Interview ProcessThe closing date for the receipt of completed application forms is midday on Monday 29 April 2019.

Candidates who perform well during the assessments will be shortlisted for interview during w/c 24 June 2019.

If you require any special requirements for the assessment or interview process because of, for example a disability, please contact Recruitment on 01656 644214 or recruitment@ombudsman-wales.org.uk who will be pleased to assist you.

Working HoursFull time hours of work are 37 hours per week, although requests for part time working may be considered. The PSOW is committed to operate a flexible working scheme.

Annual LeaveAnnual leave entitlement is 32 days per year plus public holidays and a half day on the last working day before Christmas. Part time employees are entitled to a pro rata amount of leave and bank holidays based on contracted hours.

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Pension SchemePSOW employees are eligible for membership of the current Civil Service Pension Scheme.

About this packThese notes are accompanied by the following documents:

Application Form Job Description & Person Specification Equal Opportunities Monitoring Form

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Privacy Notice – Job applicants

This privacy notice explains the way in which the Public Services Ombudsman for Wales will handle your personal information (or the personal information of an individual in relation to whom you are acting). The requirements of the privacy notice are set out in the General Data Protection Regulation and the Data Protection Act 2018.

Collecting your information

When you apply for a role with the Public Services Ombudsman for Wales, it is necessary for the organisation to collect and use (‘process’) your personal information. We have listed the personal information which may be collected by the Public Services Ombudsman for Wales below:

Personal data – for example, name; address; contact information; employment history; qualifications; employment history; professional membership; C.V.;

Special categories of data – for example, information relating to any physical or mental health or condition recorded as part of our pre-employment Health questionnaire;

Criminal conviction data – for example, in relation to any criminal conviction declaration made in your application form.

Third party personal data – for example, references.

Using your information

All identifying information and equality information will be removed from your application, and the remaining information will then be forwarded to the recruitment panel for consideration.

Any response to the Equality monitoring questions will be anonymised and reported in line with our legal obligations under the Equality Act 2010 and Wales- specific Regulations.

The response to any applicable pre-employment Health Questionnaire will be used for the purposes of advising management on how to adjust people's work accordingly and help people work to their full potential in accordance with the Equality Act 2010. You will be asked to consent to this use as part of the questionnaire. You will also have the right to withdraw your consent. In doing so, we will stop using your information in this way and any necessary decisions will be taken on the basis of the information available.

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Sharing and receiving your information

We will share limited information regarding your application with your referees, in order to obtain references. We may also share information contained within your pre-employment Health Questionnaire with the organisation’s Occupational Health Service for the purposes of obtaining advice.

Following confirmation of appointment, we will also share your information as required – for example, with Her Majesty’s Revenue and Customs and any pension scheme administrator.

Retaining your information

All unsuccessful applications and associated information will be kept for 12 months following the closing date, after which point they will be destroyed securely.

The Recruitment Panel’s decision notice and master matrix will also be destroyed after 12 months. Individual notes, matrices and score sheets of the Recruitment Panel will be destroyed at the end of the interview process.

The successful applicant’s details will be transferred to their personnel file and retained as set out in the Privacy Notice for Employees.

Transferring your information abroad

The majority of your personal information is hosted within the European Union. However, it may be necessary to transfer your personal information to countries outside of the European Union – for example, where cloud-hosted IT software is held or supported in third countries. In doing so, we will ensure that adequate safeguards are used to secure the data - for example, by encryption and ensuring that suppliers are subject to contract clauses in respect of data security. We will also transfer under adequate arrangements – for example, using the EU-US Privacy Shield.

Your rights

Subject to exemptions, and the basis for processing your information, the following rights may be available to you:

- the right of access to your personal data;- the right to rectification of incorrect personal data;- the right to erasure of personal data;- the right to restrict processing undertaken;- the right to object to the processing of personal data; and,- the right not to be subject to automated decision making

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Sharing and receiving your information

If you wish to exercise any rights, or know more information about the rights available to you, you should contact the Data Protection Officer.

Who to contact if you have queries or concerns

The Public Services Ombudsman for Wales is the data controller for the purposes of the General Data Protection Regulation and the Data Protection Act 2018, including in respect of processing by any appointed data processors.

If you have any queries regarding the processing of personal data by the Public Services Ombudsman for Wales, or if you wish to exercise any rights set out above, you should contact the Data Protection Officer on the following details:

Postal address: 1 Ffordd Yr Hen Gae, Pencoed, Bridgend, CF35 5LJ Email: Information.request@ombudsman-wales.org.uk

If you remain dissatisfied, you can complaint to the Information Commissioner’s Office:

Postal address: Wycliffe House, Water Lane, Wilmslow, SK9 5AF Website/tel.: www.ico.org.uk / 0300 123 1113

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Investigation Officer

Location: 1 Ffordd yr Hen Gae, Pencoed, Bridgend CF35 5LJ

Pay Grade: PSOW Grade I1-I5

Hours of Work: 37 hours per week (Job share, and part-time working may be available)

Reports to: Investigation Manager

Key Relationships: Assistant Investigation Managers; Independent Professional Advisers; Casework Officers

Overview: Provide efficient, courteous, informative and responsive service to members of the public who contact the Ombudsman in addition to assessing and investigating complaints made to the Ombudsman.

Responsibilities:

Assess, determine and investigate complaints made to the Ombudsman in accordance with the operational procedures and standards determined by the Ombudsman and within the authority delegated by him

Attempt, where appropriate, a quick informal resolution of complaints or investigate these such complaints as required

Negotiate and secure local settlements with appropriate outcomes

Reach conclusions, propose findings and recommendations to the Ombudsman during full investigations while acting within the Ombudsman delegated authority in a timely manner

Draft and issue relevant decision letters, resolution letters and reports in accordance with the Ombudsman’s operational procedures

Ensure as appropriate that compliance with recommendations made to listed authorities is monitored and evaluated

Provide advice and guidance to members of the public or representatives of bodies within jurisdiction as required and in accordance with the operational procedures and standards determined by the Ombudsman

Contribute constructively to developing office and business policies

Update the case management systems as necessary

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Keep abreast of current developments in law and current practices appropriate to the Ombudsman’s Jurisdiction

Assist senior colleagues with any other duties including representing the Ombudsman at legal hearings or at meetings with external bodies which from time to time may be allocated to you by a senior colleague.

Contribute constructively to develop and improve office procedures, policies and plans.

Follow all PSOW policies and procedures as laid out in the policy documents, induction packs, the Hub etc.

Contribute to PSOW’s commitment to good information handling practices by complying with Data Protection Law and PSOW policies and procedures, particularly in respect of any personal data or confidential material.

Take reasonable care of own wellbeing and health and safety and of others who may be affected by those actions.

Undertake any other duties, commensurate with the skills and experience expected for this role, which from time to time may be allocated by a relevant line manager.

Operate across the whole of the Ombudsman’s current or future jurisdiction and in whichever operational team the Ombudsman considers appropriate to meet the objectives of the service.

Act in accordance with the Ombudsman’s Values at all times:

Achievement Doing the best you canTogetherness Being respectful to each other and working collaboratively for the organisation to succeed

Positivity Showing enthusiasm and pride about who we are and in what we do

Supportiveness Being there for each other and appreciating our diversity Ownership Taking responsibility for everything we doWillingness Having a keen, flexible and can-do approach

Requirements:

Essential: Ability to access complicated information, recognising key issues in complex

cases immediately in order to make reasoned decisions on the evidence provided in addition to planning work accordingly to meet timescales and produce a high volume of work

Ability to work under pressure and to tight timescales

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Ability to seek out facts, analyse information, take witness statements arrive at a conclusion and make sound reasonable recommendations

Strong ability to adapt to change and absorb new information and legislative change quickly

Excellent administrative skills Excellent interpersonal skills and telephone manner Previous administrative experience Excellent written and oral communication A good team member but with the ability to act on own initiative Absolute discretion and an understanding of the need for confidentiality Proven competence with computers including Microsoft Office Good keyboard skills Experience of providing a service which follows the Equality Act 2010

Desirable: Broad knowledge and understanding of the Ombudsman’s jurisdiction, and of

the operation of relevant legislation and complaints procedures (or an ability to gain this understanding).

Ability to conduct work in Welsh (oral and/or written) Experience using computer software such as database systems, time

recording systems, bespoke systems etc. Experience of working/operating in a customer focused environment Experience of taking minutes at meetings Previous experience in an investigative role Previous experience within the public sector Full (clean) driving license Willing to drive to undertake work/role Use of car for work purposes

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APPLICATION FORM

Post Applied For: INVESTIGATION OFFICER

Please complete this form electronically or in black ink.

CONFIDENTIAL

Personal Details

Surname:

First Names:

Title: Mr / Mrs / Miss / Ms

Have you ever been known by any other name? Yes / No

If Yes, please give details:

Home Address:

Postcode:

Daytime Tel No:

Mobile Tel No:

Email Address:

Preferred Contact No: Daytime / Mobile

Date of Birth:

Nationality:

Do you require any special arrangements if requested to attend for interview?

Yes / No

If Yes, please give details e.g. wheelchair access required / sight or hearing impairment etc.

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This page has been intentionally left blank for printing & anonymisation purposes.

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Employment History

In this section, please tell us about your employment history over the last 10 years.

Current Employer

Name:

Address:

Postcode:

Position Held:

Date Commenced:

Current Salary:

Brief description of your main duties & responsibilities:

Period of notice required:

Previous EmploymentPlease give a brief description of your previous posts, starting with the most recent. Please use a continuation sheet if necessary.

Name & Address of Employer:

Dates From/To:

Job Title & Responsibilities

Reason for Leaving:

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Name & Address of Employer:

Dates From/To:

Job Title & Responsibilities

Reason for Leaving:

Name & Address of Employer:

Dates From/To:

Job Title & Responsibilities

Reason for Leaving:

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Your Skills (1000 word limit)

The Ombudsman is committed to improving public services in Wales. Details of the Job Description and Person Specification have been sent to you with this application form. Please use this information to tell us in this section how your skills, experience and achievements will help you to contribute in this post to the Ombudsman’s objective. (Continue on a separate sheet if necessary.)

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Qualifications

Starting with the most recent, please list your qualifications, education and membership of professional organisations.

EducationDates School, University etc. Course of study /

Qualifications & Grades achieved

TrainingDates Training Body Details, including qualifications

gained

Professional Membership(s)Dates Body Designation / Details of

Membership

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ReferencesPlease provide the name and contact details of two referees, one of whom should be your current or last employer. Referees will be contacted following an offer of employment and the Ombudsman reserves the right to contact any or all of your previous employers for additional references if it is felt appropriate.

Reference 1

Name:

Job Title:

Organisation:

Address:

Postcode:

Email Address:

Reference 2

Name:

Job Title:

Organisation:

Address:

Postcode:

Email Address:

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Criminal Convictions

Have you ever been convicted of any criminal offences that are not yet spent under the Rehabilitation of Offenders Act 1974.

Yes / No

If Yes, please provide details in a separate, sealed envelope clearly marked with your name.

Welsh Language Skills

Are you able to communicate in Welsh?

Yes / No

If Yes, how would you assess your level of ability in relation to the following?

Basic or Beginner Experienced Welsh Learner

Fluent or Advanced

SpeakingUnderstandingReadingWriting

Are you able and willing to work in the medium of Welsh?

If you have answered “yes” your Welsh language skills will be tested should you be shortlisted for assessment and interview.

Ability to drive

Do you hold a full UK driving licence? Yes/No

If yes, do you have access to a car? Yes/No

If yes, do you hold Business Use Insurance? Yes/No

Permanent or Fixed Term Contract

If you are offered a position with the Ombudsman’s office, are you interested in:

Fixed Term Contract Yes/No

Permanent Contract Yes/No

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Data Protection

All personal data will be processed for the purposes of assessing your application for employment. All unsuccessful applications will be kept for 12 months after the closing date for applications, after which point they will be destroyed securely. The Recruitment Panel’s decision notice and master matrix will also be destroyed after 12 months. Individual notes, matrices and score sheets of the Recruitment Panel will be destroyed at the end of the interview process. The successful applicant’s details will be transferred to their personnel file and processed as set out in the privacy notice for employees.

Further details about the use of your information can be found in the Privacy Notice for Job Applicants.

Declaration

I declare that the information I have given in this application is true and accurate to the best of my knowledge and I understand that if any false or misleading statements made on this form, subsequently come to light, I may be regarded as ineligible for recruitment or dismissed after my employment has commenced.

Signature:

Print Name

Date:

Please return this Application Form to: recruitment@ombudsman-wales.org.uk

or Recruitment, Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ

Details provided on this page DO NOT form part of the assessment process and will be removed prior to the application being considered by the Ombudsman’s recruitment panel.

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Equal Opportunities Monitoring Form

The Public Services Ombudsman for Wales strives to ensure that people using his service, or who are employed by him, are treated equally and that he does not inadvertently discriminate against members of any particular group in society. In order to help us monitor this, we would be grateful if you could complete and return this form. If you are not comfortable answering any particular question, please select 'prefer not to say'. This is not compulsory and the return or otherwise of this form does not form part of the recruitment process.

Post Applied for: INVESTIGATION OFFICER

What was your age last birthday?Prefer not to sayUnder 2525-3435-4445-5455-6465-7475 or over

What is your gender?Prefer not to sayMaleFemale

How would you describe your nationality?Prefer not to sayWelshEnglishScottishNorthern IrishBritishOther, please describe

What is your ethnic group?Prefer not to say

WhiteWelsh, English, Scottish, Northern Irish, BritishIrishGypsy or Irish TravellerAny other White background

Asian or Asian BritishIndianPakistaniBangladeshiChineseAny other Asian background

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Black, African, Caribbean or Black BritishAfricanCaribbeanAny other Black, African or Caribbean background

Mixed or multiple ethnic groupsWhite & Black CaribbeanWhite & Black AfricanWhite & AsianAny other mixed or multiple ethnic background

Other ethnic groupArabAny other ethnic group

What is your household’s main language?Prefer not to sayEnglishWelshOther, please describe

Do you consider yourself to be disabled?Prefer not to sayYesNo

Are your day to day activities limited because of a health problem or disability which has lasted, or is expected to last, at least 12 months?

Prefer not to sayYes, limited a lotYes, limited a littleNo

What is your religion?Prefer not to sayNo religionChristian (all denominations)BuddhistHinduJewishMuslimSikhAny other religion, please describe

Are you married or in a same sex civil partnership?Prefer not to sayYesNo

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Which of the following options best describes how you think of yourself?Prefer not to sayHeterosexual or StraightGay or LesbianBisexualOther

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