Head of Project Management, Faith and Communications
Volunteer and Staff Management
1. Promote volunteer opportunities, using different channels to recruit a team that is representative of the local community.
2. Participate in the recruitment and selection process as well as induction of new staff and volunteers.
3. Create a positive working environment in which equality and diversity are well managed and dignity at work is upheld.
4. Ensure procedures are followed and accurate records are maintained for new recruits.
5. Keep up to date records on the progress of individual volunteers and staff where appropriate and take part in annual 1 to 1s for volunteers.
Training Delivery and Implementation
1. Organise internal and external learning and development opportunities to ensure the competence and continuing development of volunteers and staff.
2. Facilitate and deliver inclusive group and/or one to one learning and development sessions, promoting quality and consistency across the organisation.
3. Work closely with the Operational Manager and the Advice Session Supervisors to monitor the progress of volunteers and staff along their learning journey and to assess their competency in relation to Citizens Advice requirements and standards.
4. Obtain regular feedback to ensure training has been implemented effectively and tweak and refresh based on feedback or self-assessment.
5. Identify and address trends that may arise out of training needs across the organisation.
6. Keep up to date with national and local changes that may require internal/external training and communicate any new training opportunities.
Planning and Development
1. Take the lead on developing and delivering an annual training plan for volunteers and paid staff, supported by the Operational Manager.
2. Work with the Operational Manager and Advice Session Supervisors to explore innovative concepts for future training and service delivery.
3. Produce accessible training plans for all roles.
4. Provide oral or written reports on progress.
Supervision
1. Keep technical knowledge up to date and provide the appropriate level of support and supervision to individual workers depending on their level of competence.
2. Ensure remedial and developmental issues are identified and acted on to develop individuals, improve the quality of service and ensure clients do not suffer detriment due to poor or inadequate advice.
3. Monitor the case records/telephone calls of designated staff to meet the stipulated standard and service level agreement.
4. Cover for an Advice Session Supervisor on an occasional basis.
5. Keep up to date with research and campaigns issues and ensure that this is promoted and integrated in a way relevant to the role.
Networking
1. Develop links with relevant statutory and non-statutory agencies relevant to the role.
2. Use skills and competences to promote the organisation and foster good relationships with external organisations.
Professional Development
1. Keep up to date with legislation, policies and procedures and undertake appropriate training including annual GDPR training.
2. Commitment to own training and development needs through feedback and self-assessment, taking responsibility for own learning and development.
3. Attend opportunities for collaboration and learning across the network, sharing, and learning from best practice and innovation.
Other Duties and Responsibilities
1. Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the advice service.
2. Demonstrate commitment to the aims and policies of Citizens Advice.
3. Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
Minimum Requirements:
1. Understanding of and commitment to work with the aims and principles of the Citizens Advice service.
2. Ability to manage and supervise others including ability to recruit, develop and motivate volunteers as well as ability to give and receive feedback objectively and sensitively.
3. Ability to communicate effectively verbally and in writing, particularly in a learning and development setting.
4. Ability to plan and deliver training, including creative, inclusive, and innovative approaches.
5. Ability to supervise and monitor advice work and to maintain advice systems and procedures.
6. Ability to support and coach volunteers and staff through change and service development, learning new skills and ways of doing things.
7. Ability and willingness to work as part of a positive collaborative working environment and team in which equality and diversity are well managed, dignity at work is upheld and people are empowered and motivated to do their best.
8. Good working knowledge of ICT packages, particularly Office 365, and ability to use IT to maintain databases and write reports.
9. Ability to plan, organise and prioritise own work, monitoring progress plans and strategies.
Desirable Requirements:
1. Knowledge and experience of working in a local Citizens Advice office.
2. Knowledge of generalist advice areas.
Seniority Level: Mid-Senior level
Employment Type: Part-time
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