Job Title: / National Wellbeing Manager- Scotland
Department: / Wellbeing
Reporting to: / Head of Wellbeing
Direct Reports: / Wellbeing Project Officers -Network
Location: / London or Regional Office
Job Purpose
This post is responsible for the delivery of IAs integrated national friendshipservices in an assigned Region enabling older people to stay independent, and live well with dignity, choice and control.
The post-holder will work within a team of 8National Wellbeing Managers in assigned regions across the UK.
Main Duties
The main duties are as follows:
•Responsible for the delivery of Independent Age’s national Wellbeing Services in your assigned region with a particular focus on services that combat isolation and loneliness.
•Line manage regional office (except London Office post)and remotely based staff including responsibility for recruitment and induction; learning and development; regular supervision; and effective performance management
•Ensure that all Wellbeing services in the assigned Region are integrated across multiple channels (including face to face and telephone) and delivered to appropriate quality standards and service costs, delivering measurable outcomes for service users.
•Support the Head of Wellbeing to translate strategy into operational plans for the assigned region. Lead projects, track and monitor delivery against targets, producing reports and statistics as required.
•Support the piloting and testing of innovation in wellbeing service delivery, using the learning to inform service development. Ensure all services are evaluated as required. Develop and lead individual projects as required. Ensure the effective commissioning of activity where appropriate. Implement exit strategies when required.
•Ensures older people are involved in the design, monitoring and evaluation of assigned Wellbeing services. Proactively act on complaints and feedback from customers to improve satisfaction.
•Support the development of successful funding propositions aligned to Wellbeing service priorities and ensure the delivery of agreed projects to meet targets.
•Ensure that all Wellbeing volunteers in assigned Region are recruited and supported in line with IA best practice. Work with colleagues across IA to ensure that
Wellbeing staff deliver appropriate volunteer communications, training and support.
•Ensure all Wellbeing services in assigned Region provide evidence and case studies to support IA’s influencing, media and PR communication and fundraising activity.
•Represent IA externally as required, including attending and presenting at events and working groups, facilitating discussions and chairing focus groups. Develop, build and maintain networks with key contacts both internally and externally. Be able to demonstrate the value of these relationships. Support the development of strategic partnerships. Act as a regional media spokesperson as required.
•Work as part of the Services Directorate management team and lead on strategic initiatives as required. To work flexibly with the ability to operate and lead staff in matrix working (e.g. cross functional teams, virtual teams etc)
•Ensure local delivery processes are effective and communications channels are in place with HO teams, and resolving issues when they arrive
- Resolve safeguarding issues as required and contribute to the Out of Hours support. Oversee all complex problems raised and any safeguarding issues from Wellbeing Team members.
Other Duties
- Support the work of colleagues across the organisation including supporting strategic goals and other cross directorate objectives required. Liaise with central office teams to support local marketing, fundraising opportunities, signposting, campaigning etc
•To observe and comply with all Independent Age Policies, including the key policies and procedures on Confidentiality, Data Protection, Health and Safety, Safeguarding and Information Technology Policies and Procedures.
•To work within IA’s Organisational Values
•To undertake specific safety responsibilities relevant to individual roles.
•Some requirement to travel which may involve overnight stays
•Other responsibilities appropriate to an appointment at this level
Job descriptions cannot be exhaustive and so the post-holder may be required to undertake other duties which are broadly in line with the above key responsibilities.
Independent Age is committed to equality of opportunity and of eliminating discrimination. All employees are expected to adhere to the principles set out in its Equal Opportunities Policy and all other relevant guidance/practice frameworks.
PERSON SPECIFICATION
EDUCATION AND QUALIFICATIONS
•A degree or equivalent experience
EXPERIENCE AND KNOWLEDGE
Essential
•Proven experience managing staff and volunteers to deliver services in a not for profit or other relevant context
•Experience of managing the delivery of national friendshipservices to an external quality standard
•Experience of managing the delivery of services across a range of channels including face to face and telephone
•Experience of successfully managing change, shaping effective delivery models and piloting innovation
•Experience of developing volunteer roles and supporting volunteer delivery in Befriending services
•Experience of representing an organisation externally including developing relationships with local government and befriending sector specialists and of presenting eg at conferences, round tables, working groups and media.
•Experience of keeping accurate records and up to date files.
•Strong customer service experience, ability to resolve problems & deal with queries in a proactive manner
Desirable
•Knowledge of public policy and practice issues in the delivery of Wellbeing Services such as Befriending to older people
•Experience of managing and responding to customer complaints and feedback
•Experience of managing remote and office based staff and volunteers
•Experience of providing services to people with complex support needs such as dementia, sensory impairment and depression
SKILLS AND ABILITIES
•Proven organisational skills
•Ability to work independently & proactively to meet strict deadlines on a number of concurrent tasks
•Excellent verbal and written communication skills
•Excellent IT skills including use of Microsoft Office packages and CRM systems
•Ability to collaborate effectively within a team
•Ability to communicate and liaise effectively, both in person and via telephone/email with staff at a range of levels and disciplines, as well service users and members of the public.
•Excellent time management skills
•High attention to detail