JOB DESCRIPTION

JOB TITLE:PARENT SERVICES ADMINISTRATOR - CAPACITY

DEPARTMENT:VOLUNTEER AND SERVICES DIRECTORATE

LAST UPDATED:July 2015

RESPONSIBLE TO:PARENT SERVICES MANAGER

WORKS WITH:PSAs, PLANNING ANALYST, OPERATIONS ANALYST, OPERATIONS COORDINATOR, OPERATIONAL ADMINISTRATOR

MAIN PURPOSE:

NCT wants all parents to have an experience of pregnancy, birth and early parenthood that enriches their lives and gives them confidence in being a parent.

The Parent Services Administrator will help NCT to fulfil its vision by enabling the greatest number of parents possible to find a place on an NCT course or drop-in and to encourage all those that make contact to become members of the Charity and to become involved in local branch activities.

RESOURCES CONTROLLED

  • Financial analysis data for each service

JUDGEMENT AND DECISION MAKING

  • The post involved the exercise of considerable judgement and decision making. PSAs work largely independently, and often remotely, so need to decide when to ask for help and support and refer to their Team Manager or the Parent Services Manager.
  • Good judgement will be required in particular with regards to prioritising workload, responding appropriately to queries and supporting clients.
  • Good decision making is required in relation to handling client queries.

LIAISON

  • Liaising with people at all levels is essential. This includes NCT internal and external staff, NCT practitioners and volunteers. A professional approach must be maintained at all times.
  • Regular, constructive and professional communication is vital, with the requirement to communicate with practitioners and venues to deliver a well-considered range of course and workshop options available to clients.
  • Close working relationship with other PSAs within and outwith geographical region.

AUTHORITY/SUPERVISION RECEIVED

  • Clear work standards will be set, but the post hold will be required to use their initiative and work unsupervised, in order to achieve their objectives
  • Four-monthly review meetings with Parent Services Manager, and once per year in person
  • Regular One to One calls with Team Manager
  • Calls and e mail support from Team Manager

General duties of a NCT employee

  • Contribute to the effective and efficient running of the NCT as appropriate
  • Participate, as appropriate, in staff forums and meetings
  • Adhere to all NCT’s polices and procedures
  • Represent NCT appropriately at all times
  • Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to NCT’s equal opportunities statement and polices
  • Carry out any reasonable work or requests from your line manager, that is within the broad remit of your role
  • To occasionally work additional hours in order to meet the requirements of the role
  • Commensurate with your role, you will be required to add and maintain contacts on the charity database, CARE

PERSON SPECIFICATION

SKILLS LEVEL, KNOWLEDGE AND EXPERINECE

ESSENTIAL
  • Excellent communication skills (telephone enquiries, face to face meetings, electronic mail)
  • Excellent organisation and administration skills
  • Efficient time and workflow management skills
  • Excellent attention to detail and ability to complete tasks accurately and within tight time scales
  • Good interpersonal skills with proven people management and relationship management experience
  • Good IT and database skills with experience of using Excel to manipulate large data sets
  • Good numeracy and spatial reasoning skills
  • Experience of dealing with enquiries and providing accurate information
  • Experience of liaising and communicating with internal departments and external agencies
  • Experience of working in a process role
  • Experience of using electronic record keeping systems
  • Ability to work independently, remotely and on own initiative and priortise effectively
  • Ability to develop and maintain a professional relationship with work colleagues and external agencies (branches, parents, practitioners, members etc)
  • Ability to negotiate with contractors constructively, effectively and fairly
  • Able and willing to travel as the post requires to NCT branches, for conferences, training etc.

DESIRABLE

  • Knowledge of NCT and the work of our branches
  • Knowledge of NCT services and administration
  • Experience of operational planning

QUALIFICATION

  • Educated to minimum of ‘A’ level standard or equivalent

MAIN RESPONSIBILITIES & DUTIES:

  • Work as part of a team with Enquiries PSA to provide the best service possible to clients, meeting work standards and ensuring communication is responsive, professional, helpful and supportive.
  • Plan courses and workshops in the area to meet parents' needs, overcoming constraints of NCT Practitioner and venue availability wherever possible, and actively negotiating with venues and practitioners where necessary.
  • Set up the courses planned, including both contracting with NCT Practitioners and bookings venues, and meeting expected work standards
  • Work creatively and with tenacity to minimize the effect of these constraints on the availability of courses
  • Create and maintain accurate and grammatically correct records of practitioners and courses using NCT systems and on NCT website.
  • Work closely with neighbouring Capacity PSAs to ensure sensible planning of courses on PSA borders and within tight geographical areas to ensure a good choice of courses and workshops to clients.
  • Communicate regularly and effectively with Enquiries PSA by e mail and telephone.
  • Build supportive relationships with local students, probationers and practitioners by e mail and 'phone, facilitating Course Supporter visits wherever possible so that they signpost clients to branch social media pages, events and activities.
  • Manage all day to day communication with NCT practitioners and venues in a supportive and collaborative way, whilst working within NCT policies.
  • Adhere to all aspects of the NCT Data Protection policy, and other NCT policies
  • Process claims for fees and other costs via NCT systems promptly (As a minimum, weekly) and accurately
  • Maintain supportive and effective working relationships with all other NCT departments, particularly Finance and NCT College
  • Work with other PSAs to provide adequate services over a wider geographical area
  • Manage own workload within the hours specified by their line manager and to flag up workload concerns in advance
  • Engage NCT Practitioners in establishing new direct-to-parents services, where requested by the Parent Services Manager or Head of Service Operations.
  • Work with Team Manager and Parent Services Manager to improve performance, eliciting and acting on feedback on all aspects of work professionally and constructively.
  • Attend annual PSA Training event and national event
  • Arrange and participate in Annual Area Review Meetings for all volunteers and practitioners in the PSA area, and to use PSA Yahoo Group to manage PSA business in between meetings
  • Work with Team Manager and Parent Services Manager to improve performance; eliciting and acting on feedback on all aspects of work professionally and constructively.
  • Any other duties as requested by the Parent Services Manager.