Job title: Advice and information manager
Job family: Communities
Reports to: Assistant Director Communities
Management of: Helpline manager
Mencap Visiting Service manager
Mencap community based advisers (where required)
Overall purpose of post:
Act as strategic lead and focal point for activities relating to information and advice and the Mencap visiting service. Oversee the implementation of Mencap’s advice and information strategy through development and delivery of an effective advice and information plan. Where required professionally supervise Mencap’s community based advisers.
The key roles for the advice and information manager are:
· Manager of people
· Manager of resources
· Manager of information
· Manager of stakeholder relationships
· Manager of service delivery
Manager of people
The advice and information manager will ensure that the people they manage are able to meet their performance objectives and targets by driving a high performance culture. They will be responsible for agreeing and setting performance objectives and ensuring that strong employee engagement is delivered through effective leadership, management, communication and motivation. They will be accountable for ensuring effective performance management, coaching, and development is conducted across their team.
KPIs:
· Creates a culture within their team that supports the organisation values of inclusion of all people, valuing difference and promoting diversity. Supports their team to include people with a learning disability, their families and carers, in their work in a meaningful and appropriate way.
· Supports their team to deliver their objectives through effective performance management, feedback, coaching and development
· Demonstrates positive behaviour, credibility and is a role model for their team and others in the way they support the delivery of the team objectives, supporting the overall delivery of the corporate objectives
· Ensures that performance objectives and measures are discussed and agreed with their team and where appropriate the team are involved in setting these objectives. Performance towards these objectives is reviewed during the year and appropriate feedback and reporting is given to their manager.
· Ensures that effective workforce planning takes place and effective recruitment, development and succession planning takes place to enable the team to be continually effective.
· Ensure the appropriate professional supervision and development of advisers/community based advisers.
Measures: Achievement of relevant KPI’s, 360 feedback from staff, appraisal completion rate, appraisal scores, number of vacancies, training records, absence rates
Manager of resources
The advice and information manager effectively manages resources that they are responsible for including budgets, assets and systems.
KPI’s:
· Undertakes effective budget planning and delivery , adhering to Mencap's financial policies at all times. Regularly reports on budget performance to the Communities Assistant Director including any potential over or under spends
· Supports business planning and development through the sharing of information and intelligence with colleagues and partner groups
· Takes responsibility for assets within their team ensuring that these are correctly catalogued, maintain and disposed off in an agreed manner
· Responsibility for the health and safety requirements of their team, ensuring that a culture of positive health and safety practice is established and maintained. Where needed provides accurate and detailed reports on health and safety issues
· Indentifies and manages risks associated with resources and when necessary puts in place recovery plans
Measures: Achievement of relevant KPI’s, accountability meetings, Regional financial performance, risk reporting
Manager of information
The advice and information manager will effectively maintain, collate and distribute information as required by the Communities Assistant Director. They will produce reports as required and ensure this information is accurate and in an accessible format for the audience it is distributed to.
KPIs:
· Maintains any central records databases including CRM , ensuring that information is accurate and records are updated as required.
· Maintains and distributes any information in accordance with data protection legislation and Mencap policy requirements
· Is proactive in chasing any information from a variety of stakeholders, whilst maintaining positive relationships with those stakeholders
· Ensures that scheduled and unscheduled requests for information reports and case studies are addressed as needed
Measures: Achievement of relevant KPI’s, accountability meetings, quality of reports, evidence of sound judgements (people, quality, complaints etc), accuracy of data and reporting, evidence of team engagement/knowledge, team performance reports
Manager of stakeholder relationships
The advice and information manager will work effectively with a wide range of stakeholders both internally and externally. They will be able to identify the stakeholders they will need to work with to be successful in their role and be able to build positive and productive relationships with these people. Where appropriate they will need to influence and lead these people and provide accurate information and reports
KPIs:
· Demonstrates an appropriate level of understanding for the different parts of the organisation where they have internal stakeholder relationships.
· Develop positive relationships with internal and external stakeholders who can directly impact the delivery of their performance objectives. Once positive relationships are established they will develop and maintain these relationships to ensure a long term positive outcome.
· Actively seek stakeholder involvement, build engagement with the Mencap cause and feedback and use information gained to have a positive impact on the work they undertake and the projects they are delivering.
· Leads on the resolution of major complaints and reputational issues as required
· Is able to provide information in a clear, concise and appropriate way ensuring they remain professional at all times.
Measures: Achievement of relevant KPI’s, feedback from stakeholders , evidence of positive relationships with external bodies, evidence of cross Mencap working, confidence in dealing with complex issues.
Manager of service delivery
The advice and information manager is accountable for establishing and maintaining positive relationships with internal and external stakeholders in order to deliver services, Service Level Agreements, restricted funded projects and their associated targets. They will work with their stakeholders to understand their needs and respond to these needs accordingly. When issues and problems do arise they will resolve these quickly and effectively.
KPIs:
· Supports and drives forward service delivery ensuring specified targets and deadlines are met.
· Ensures that they and / or their team resolve complaints, concerns and issues quickly and effectively, keeping relevant stakeholders informed. Uses any lessons learnt from these issues to improve long term service delivery adopting an approach of continual improvement across their team
· Agrees any service level agreements and restricted funding requirements to be delivered, and accurately and consistently reports on performance against these agreements
· Sets a culture of good service delivery for their team, seeing things from a customer point of view and actively looks for ways to improve performance
· Develops and maintains positive working relationship with their target groups, working with them to understand their needs and manages the service that meets these needs.
Measures: Achievement of relevant KPI’s, 360 reviews from stakeholders, progress reports, levels of targets achieved, evidence of problem resolution
Any other relevant information:
Person Specification
Advice and information manager
In addition to the things below, in Mencap we expect our employees to:Be positive about working for Mencap and to demonstrate this to all the people they come into contact with
Work well with all of their colleagues
Take responsibility for their own development
Understand the needs and rights of people with a learning disability, their families and carers.
Skills/competence requirements
Professional and public credibility / E
Motivational leadership / E
Effective data analysis and management / E
Effective inter personal, negotiation and co-ordination skills with internal & external audiences / E
Building positive relationships/partnerships / E
Plan, monitor, evaluate and deliver successful projects and campaigns / E
Change management / E
Managing positive cultures / E
Judgement in difficult and complex scenarios / E
Troubleshooting complex issues / E
Experience
Experience of working with people with a learning disability and / or their families / carers or demonstrably similar / E
Experience of establishing effective partnerships individuals and organisations / E
Experience of establishing networks with a range of individuals and organisations / E
Experience of managing budgets and resources / E
Experience of building teams, managing and motivating staff / E
Experience of developing, delivering and monitoring effective plans / E
Experience of volunteer management / D
Knowledge
Mechanisms including statutory, voluntary and governmental that affect social policy and social care development / E
Understanding of outreach work and knowledge of how to build relationships with differing communities across the UK / E
Implications of legislation/social policy, charity law and governance / E
Qualifications
Advice or managerial qualification or experience / D
Other requirements
Due to area geographical spread, applicants are required either to drive or have access to transport / E
Ability to work flexible hours in accordance with the needs of the post. This will include occasional weekend work and overnight stays, and include travel nationally / E
E = Essential
D = Desirable
November 2012
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