Role Description and Competences

Guidance in the Home Services Manager

Place of work: this post will be co-located in Watford and Letchworth, Herts and requires regular attendance at both sites

Hours of work:37.5 per week

Recruitment: part-time and job share applications welcome

Salary: £22,000 (WTE)

Responsible to: Service Director

Manager for: Information & Guidance and Sessional Workers

Role Description

Summary

This post is the lynch-pin of the Guidance in the Home service; assigning, monitoring and checking work of the Information & Guidance Workers and Sessional Workers and closely involved with establishing and developing services.

Key responsibilities:

  • Receive referrals from Herts Help and other sources and assign them to the appropriate Information & Guidance Worker (IAG) or Sessional Worker (SW).
  • Ensure that quality and delivery targets are met.
  • Check case-records and discuss with IAGs or SWs.
  • Manage IAGs and SWs.
  • Lead team meetings & in-house trainings and commission external training (to include SWs as appropriate).
  • Maintain good relationships with partner organisations through SW assignments.
  • Lead on safeguarding issues.
  • Lead on equalities issues and provision of translation services.
  • Assist with development of service standards and protocols.
  • Assist with quality assurance work and maintenance of standards.

General responsibilities(common to everyone)

  • Promote Guidance in the Home and its activities, and act in accordance with its principles.
  • Attend training and management meetings as required (including outside normal working hours) and to engage with online training materials.
  • Contribute to fundraising and to project management by providing regular monitoring data and case studies.
  • Contribute to the collection of data for Herts Help’s database of organisations and services
  • Work within agreed procedures, regulations and systems, including for accounting, expenses, communications, data collection, monitoring, and quality assurance.
  • Establish and maintain professional and supportive relationships with colleagues and with local groups.

Knowledge, skills and attributes

The appointed person must demonstrate and maintain the following knowledge, skills and attributes.

Knowledge (some training will be available)

  • Excellent knowledge of the health and social care sectors.
  • Excellent knowledge of services offered for older people and carers in Hertfordshire.
  • Good understanding of welfare benefits system and how to access other rights and benefits.
  • Good understanding of the concerns and priorities of older people and carers.
  • Good understanding of the “Five Ways to Wellbeing”.
  • Good understanding of confidentiality and safeguarding.
  • An appreciation of best practice in active sign-posting, referral and casework.
  • Knowledge of a variety of training methods and media.
  • Good understanding of delivering services in a multi-cultural setting to individuals who may face multiple challenges.

Skills (some training will be available)

  • Excellent ICT skills, especially databases, good knowledge of the Microsoft Office suite.
  • Ability to use social media such as Facebook (training will be given on specific systems).
  • Ability to access information from the internet.
  • Excellent listening / communication skills.
  • Excellent organisational skills.
  • Knowledge of Quality Assurance.
  • An understanding of personalisation and care centred around the individual.
  • Ability to deliver training through a variety of media.
  • Knowledge of personnel and performance management.
  • Managing the delivery of an effective service to a diverse range of clients.

Attributes

  • Ability to manage complex work-loads.
  • A natural problem solver.
  • Passionate about delivering quality services to vulnerable individuals.
  • A natural networker.
  • Ability to run effective meetings.
  • Ability to give effective presentations or workshops, both internally and externally.
  • Ability to delegate effectively and use this to develop the practice of colleagues.
  • Access to a mobile telephone and an internet connected computer.
  • Access to a car and ability to travel within Hertfordshire.

It’s our community - let’s make it better / Registered as a charity in England and Wales: 1085518
Company Registration number: 4090701