2014-01-27 BRM Coach JD (S England)

2014-01-27 BRM Coach JD (S England)

BRM Regional Support Officer

Job Description

Salary band / EP1G / Reference / UK Ops
Location / Region 1
Region 2
Region 3 / Regions
Work location / x1 post for each of the 3 Regions; work location flexible / Reports to / BRM Support Manager
Role duration / 2 Years / Last updated / Oct 2015

Scale and scope of role

Direct reports / None / Indirect reports / None
Budgetary responsibility / accountability / None / Accountability for other resources / None


The British Red Cross helps people in crisis, whoever and wherever they are. We are part of a global voluntary network, responding to conflicts, natural disasters and individual emergencies.

We enable vulnerable people in the UK and abroad to prepare for and withstand emergencies in their own communities. And when the crisis is over, we help them to recover and move on with their lives.

A major project is now underway to implement the latest phase of the Beneficiary Relationship Management (BRM) system, which will record and manage the interactions and service outcomes for all those the organisation works with in the UK. The implementation of the BRM system is one of a number under the organisation’s overall Strategic Change Programme, which will revolutionise how the organisation’s staff and volunteers work and how they interact with those they help.

A number of services are already using a version of the BRM system which is hosted on Microsoft Dynamics CRM.

Purpose of Role

The purpose of this role is to provide support to Areas so that they successfully introduce the BRM system, encourage its use as an essential and integral operational system, and support managers in actively utilising the Reporting Portal.

There are currently two focuses to the work:

The post will provide support to users from services who have already implemented the system – this is considered to be “business as usual”. Tasks will include:

> Assisting the BRM Support Manager and Analysts to meet the needs and challenges of system users

> Working with system users to identify and remedy data quality issues

> Helping to promote and realise the benefits of BRM

This post will also support the Training work-stream, one of eight work-streams within the BRM Project. Regional Support Officers will be recipients of the training approach and techniques identified and developed by the BRM Training Manager.

They will work with the BRM Training Manager to ensure that Operations Systems Support are prepared for the roll-out of BRM to UK services. Tasks will include:

 Informing the BRM Training Plan

 Preparation to support new UK services on BRM

 Ensuring there is post-training support available for BRM users to enable to them to adopt and embed the system.

RSOs will also work with other work-stream leads – namely the BRM Change Manager, and BRM Business Process Manager, to understand the culture and process changes at BRC that the BRM Project will support. This will include:

 Understanding the leadership and culture changes being introduced with BRM

 Representing the formal BRM communications when speaking to BRM users

 Informing the BRM Quality Audit process

Main responsibilities and duties

Support to system users who are using the system as their “business as usual”

Provide on-going support to users of the BRM system, either in person, on the phone, at training sessions or via WebEx demonstrations and interactive learning.

 Work collaboratively as an RSO team use the call-logging system to respond in a timely way to requests for assistance and support from system users, managers and members of management teams.

 Provide advice, guidance and where necessary signposting to system users to ensure data entry standards continue to improve, leading to quality data products.

 Clarify for users when encountering a BRM ‘issue’ whether it is suitable for resolution by the IT Helpdesk or requires a referral to a BRM ‘specialist’

 Carry out service specific process and BRM training to build confidence and understanding of the system.

 Provide targeted group-based WebEx distant learning on specific themes requiring additional input and support.

Where new functionality, mobile apps or significant changes have been introduced to the system, work with Operations Directors and service teams to ensure those using the system are trained, briefed and appropriately equipped to do so.

 Test the changes to the system and provide feedback to the BRM Support Analyst managing the work.

 Review and update existing training resources – for example lesson plans and quick cards.

 Work as a team of RSOs to develop new training resources.

 Work with service specialists to develop additional guidance materials to support users with the new/changed functionality.

 Monitor progress of trained system users to ensure that they are achieving a good level of data quality and understand how to complete and close fields and forms within the system.

 Support the BRM Support Analysts to ensure that Operations Directors and Managers incorporate changes to the Reporting Portal and BRM dashboards into “business as usual” and Area performance management processes.

Support to system users who are adopting and embedding the system.

During the current phase of the BRM Project

 Work collaboratively with the Programme team to ensure that the handover of user support to OSS is as seamless as possible and that there is a consistent approach across Regions and across services to adoption and embedding of the BRM system.

 Test the new functionality as it is developed and provide feedback to the BRM Test Manager.

 Represent the formal BRM communications when speaking to BRM users.

 Escalate issues arising that might impact on the implementation to Areas or services with the BRM Change Manager.

 Work with Operations Directors and service teams to champion new ways of working with BRM and ‘decommission’ old spreadsheets and obsolete means of recording service users and related activity.

 Aim to embed the BRM system into British Red Cross “business as usual” as smoothly as possible, resolving and signposting issues for further attention as and when they arise.


 Maintain an excellent working knowledge of the Generic and RS versions of BRM.

 Attend training and workshops provided by the Programme Team and UKSD/UK Ops.

 Champion BRM at every opportunity either through Area or Regional meetings, or by seizing other opportunities to promote the system.

 Share good practice and innovation with other BRM Regional Support Officers.

 Participate in the post implementation reviews.

 For the duration of the BRM Project, feedback issues to the Programme team via the relevant BRM work-stream lead.


 Ensure that all BRM users who are members of staff are given training on how to use BRM. Training should be reviewed and updated for effectiveness.

 Work with the BRM Support Manager to create a central point for system users to go to for guidance materials.

 Ensure system users have and are aware of a clear method of accessing support for BRM.

 Assist with the monitoring of key performance indicators relating to BAU, adoption, embedding and training.

 Work with the OSS lead on data quality to monitor data quality and assist Areas to improve it.

Person Specification

Job Title: BRM Regional Support Officer Ref:Band: EP1G
Education/ Training / > Educated to A-level or equivalent by experience.
Experience / Essential
> Experience of training and coaching individuals and small groups
> Competence in facilitating group and individual learning.
> Experience in prioritising and scheduling workload, assigning actions, monitoring progress and meeting deadlines
> Experience of change management
> Experience of working on a large and complex database
> Experience of influencing and encouraging change by individuals and groups
> Experience of working within a service delivery or customer service context.
Knowledge/ Technical Skills / Essential
> Knowledge/technical understanding of the following applications:
  • MS Dynamics CRM
  • MS Excel advanced
  • MS Access advanced
  • MS Power Point
  • MS Word
  • MS Outlook
> Knowledge of the following training techniques:
  • In-person presentation skills
  • Powerpoint
  • WebEx and other distance learning techniques
  • Demonstration of IT software
  • Workshop facilitation
  • Individual coaching
> Knowledge of why business process models and data definitions are critical to system design and implementation.
Competencies / Essential
> Strong communication skills, able to communicate effectively at all levels internally and externally.
> Ability to negotiate with and influence individuals and groups
> Ability to manage a number of work-packages within a clearly defined overall strategy and to create appropriate implementation plans including assessing timings, resource requirements and key deliverables.
> Positive and flexible in outlook and enthusiastic in approach to work and the customer’s needs.
> Ability to work well under pressure and deal with urgent tasks in a calm and professional manner
> Highly organised with ability to work on own initiative with minimum supervision and close adherence to deadlines and targets
> Time management skills and ability to prioritise various tasks
> Hold a current driving license
Behaviours / Essential
> Uphold the Fundamental Principles and act with integrity and in accordance with the Society’s values and obligations.
> Recognise the implications of working within a charity and a voluntary organisation.
> Promote an understanding of equal opportunities policies and anti-discriminatory practice.
Special Circumstances / Desirable
> Be flexible in approach to working hours and be prepared to work occasional additional and unsociable hours (evenings and weekends) as and when required
> Required to travel extensively across the Region and to attend meetings at UK Office
Author: Joanna Tennant
Version 1.5 final
4th June 2015 / 1