The Above Is Provided for Guidance and Is Not an Exhaustive List of All Accountabilities
Location:
Tower Hill, London / Work Pattern:
9.00am –5.30pm Monday– Friday
Fixed Term for 6 Months
37.5 hours per week
Job Purpose: / The post holder will manage a portfolio of operational services that may include refuges, outreach/community floating support, national helpline,and independent domestic violence advocacy (IDVA) in line with Refuge’s policies and procedures.
They will provide leadership, line management and support to domestic violence service managers who are each responsible for a cluster of services. This will include supporting managers dealing with complex casework issues such as child protection, operational emergencies and ensuring high standards of housing management in Refuge’s services.
The postholder will also be responsible for ensuring that contractual and other funding requirements are met fully and that quality standards are maintained. The role will involve visiting potential sites and overseeing the establishment of new services in conjunction with the development team.
The job involves working closely with staff that support abused women and their children living in our refuges. A key requirement is to provide personal welfare support and ensure that women are provided with a safe, supportive and welcoming environment.
Responsible to: / Director of Operations / Direct reports: / Domestic Violence Services Managers
Main duties:
Managing service delivery and performance
To manage and support service managers to deliver a range of services to women and children escaping domestic violence, ensuring managers deliver the required outcomes within budget.
To monitor performance and ensure that services are delivered to the highest standards and in accordance with the contracts agreed with funders and are sensitive to the needs of women and children.
To ensure the systematic and continuous improvement of Refuge’s services in accordance with Refuge’s quality management system and any other relevant quality standards.
To submit regular service management and performance reports to the director of operations and attend meetings as necessary.
To ensure the director of operations is kept informed of operational activities that may affect the smooth running of the services.
To work with the director of operations and the head of development to implement new service provision.
To support all aspects of financial management, including collection of housing benefit and women’s personal charges and taking corrective action when required.To monitor voids and bad debts ensuring compliance with Refuge’s financial regulations procedures, supporting service managers in taking corrective action where income collection issues arise.
To be responsible for advising managers on Refuge's eviction policy providing written reports to the director of operations where eviction is being recommended.
To supervise project managers in the management of child safeguarding issues.
To ensure that user feedback is gathered systematically, recorded and acted upon.
To represent Refuge as necessary at meetings with housing associations, funders, local authorities, domestic violence fora and any other bodies.
To plan and co-ordinate monitoring activity to ensure compliance with standards for funders and the continuous improvement of all services.
To ensure there is sufficient cover by project managers across sites including over holiday periods. In exceptional circumstances provide management cover temporarily of a project.
To participate, with other senior operations managers, in an on call out of hours rota.
In conjunction with the director of operations, the human resources team and project managers, to take an active role in updating and developing operational policies and procedures.
To work in accordance with Refuge’s policies and procedures including health and safety, equality and diversity, confidentiality and philosophical principles.
Managing security
To ensure that the residential services provide a safe and secure environment for women and children escaping domestic violence in compliance with housing law and the requirements of funders and registered social landlords.
Managing people
To ensure that the policies and procedures of Refuge are understood and implemented by staff across all services.
To manage the ongoing training and development of staff and ensure that they undertake relevant training.
To assist with the support of staff through monthly supervision, ensuring that clear records are kept.
To ensure probationary reviews are carried out in line with Refuge’s management of probationary periods policy.
To manage staff in accordance with Refuge’s performance management scheme.
To participate in staff recruitment, disciplinary and grievance matters and any other staffing issues in conjunction with the human resources team.
To attend regular staff meetings and to facilitate and support teamwork.
To lead and motivate the teams for which responsible, ensuring that all staff understand and are engaged in the direction and objectives of their service, the sector and Refuge.
The above is provided for guidance and is not an exhaustive list of all accountabilities that the post holder may have over time.