CARERS IN HERTFORDSHIRE

JOB DESCRIPTION AND PERSON SPECIFICATION

NAME OF POST / Team Leader - Information and Carer Planning Service
DURATION / Permanent
HOURS / Full-time - 37 hours a week.Core hours of the service are 9am to 5.30 pm Monday to Thursday, 9am to 4.30pm on Friday.
ARRANGEMENT OF HOURS AND DAYS / Arrangement of hours and days to be negotiated with line manager according to service requirements.
SALARY / £26,116 – 28,663per annum (for 37 hours a week)
REPORTING TO / Information and Carer Planning Service Manager
BASE / The organisation’s Headquarters is based at 119 Fore Street, Hertford, SG14 1AX, with an additional office in Borehamwood (Warwick House, 2 Oaks Court, Warwick Road, Borehamwood, WD6 1GS).
This post will require the post holder to work from both bases regularly.
The specific detail of how much time is spent at each location will be discussed and agreed with your line manager.
The organisation may open new locations from which you may also be expected to work if these are within a 20 mile radius of the Headquarters.
SPECIAL CONDITIONS /
  • 6 months’ probationperiod
  • Supervision and training are provided with the post
  • Regular travel across the county is required, for which mileage expenses are reimbursed

GENERAL CONDITIONS / See Appendix 1
DEADLINE DATE FOR APPLICATIONS / 26th January 2018
INTERVIEW DATE / 8th February 2018

1INTRODUCTION

Carers in Hertfordshire is a well-respected, independent, carer-led charity, established in 1995. The charity works to ensure that all Hertfordshire’s unpaid family carers are recognised, valued and supported in their caring role and have the opportunity for a life outside caring and can exercise a collective voice in the county. We support adult carers and young carers and provide information and support. We also arrange a variety of ways for carers to work closely and collaboratively with professional staff in a wide range of voluntary and statutory organisations to link our services and help those organisations to develop a carer friendly focus.

The charity has experienced significant growth over recent years with 135 staff and over 24,000 registered unpaid family carers. During this expansion the commitment to driving quality improvements has led to an expansion in the nature and extent of services offered as well as national acknowledgement through a GSK Impact Award.

2CARERS IN HERTFORDSHIRE INFORMATION AND CARER PLANNING SERVICE (ICPS)

The ICPS works with all carer groups and provides information, advice and appropriate tailored support. The work involves listening to and working with carers; liaising with both statutory and voluntary organisations to ensure that carers receive the support they need in their caring role. The support is delivered with a combination of specialist paid advisors supported by a team of volunteers. The team of advisors is currently made up of 6 FTE made up of 7post holders. This role will further develop the role of volunteers to ensure every carer that contacts the organisation is given a personalised offer that will support their caring situation including, peer support, learning and development opportunities, discounts through the passport scheme and access to information support and advice.

The post holder will develop and manage a team of volunteers offering a range of telephone services, ensuring that Carers in Hertfordshire is able to provide good outcomes for carers throughout their caring journey. In addition, the Team leader will assist the ICPS Managerwith co-ordinating the overall Information and Carer Planning Service on a day-to-day basis. The Team Leader will also support a data quality monitoring function for the service.

3JOB PURPOSE

3.1To manage a team of volunteers to provide a range of tailored telephone support services to carers including on first contact and at key transition points in their caring role.

3.2To assist the ICPS Manager with the day-to dayrunning of the service.

3.3To assist the ICPS Manager in ensuring that a seamless service is being provided to carers supported by the Carers Support Advisors and volunteers.

3.4To deputise for the ICPS Manager as needed, with the support of the Health and Wellbeing Manager

4THE ROLE OF TEAM LEADER – INFORMATION AND CARER PLANNING SERVICE (ICPS)

Main duties and responsibilities

a)To work closely with the charity’s Volunteer Co-ordinator in the recruitment and training of ICPS volunteers.

b)To monitor the quality of the service provided by volunteers giving constructive feedback through a supervision and appraisal process to help volunteers to develop appropriate skills for their role.

c)To support and motivate volunteers based in both Carers in Hertfordshire’s offices and any future locations as agreed.

d)To use the Carers in Hertfordshire Database to identify and prioritise work on a daily basis for volunteers, liaising with other services within Carers in Hertfordshire as required.

e)To develop, introduce and promote an effective quality assurance system across the volunteer led services.

f)To work with the ICPS Manager, identifying learning and development needs as well as good practice and procedural issues for overall service and to ensure consistency.

g)To monitor impact of service and in conjunction with the ICPS Manager, provide feedback on trends and outcomes.

h)To work collaboratively with ICPS colleagues to ensure cover and provision of the service to carers across the core hours.

i)To keep up to date with knowledge of Carers in Hertfordshire and its services and ensure carers are informed of the range of opportunities and support available both internally and externally tailored to their individual circumstances.

j)To keep up-to-date with changes in legislation, policy and practice related to carers, and to maintain a good general knowledge of developments in health and social care.

k)To maintain accurate carer records, and assist others to as well, prioritising and setting tasks appropriately, using the Carers in Hertfordshire database system in line with relevant Carers in Hertfordshire policies and procedures.

l)To be responsible for use of ICT equipment and processes in accordance with Carers in Hertfordshire ICT strategy.

m)To promote the charity and assist with fundraising.

n)To facilitate and attend regular volunteer meetings as well as hubs and events for carers.

p)To operate within the terms of the Carers in Hertfordshire Equal Opportunities Policy and Code of Practice.

q)To ensure that all duties are carried out in line with the organisation’s health and safety, operational, performance management, personnel, data protection, and financial regulations policies and procedures.

This job description cannot cover every issue or task that may arise within the post and the postholder will be expected to carry out other duties from time to time which are broadly consistent with those in this document. This job description does not form part of the contract of employment.

5PERSON SPECIFICATION

The following informationshould be used to structure your response on your application form. You will be shortlisted on the basis of how you can demonstrate that your experience and attributes meet our requirements. The information in this person specification should be used to guide what kind of evidence you use to show your suitability for the post.

5.1Knowledge and Experience

Essential:

a)Experience of training, developing, supporting and motivating volunteers and/or staff.

b)Experience of providing information, advice and/or emotional support.

c) Experience of data quality and performance monitoring

d)Experience of telephone based support.

e)Understanding and commitment to non-discriminatory practice.

Desirable:

a)Previous work with unpaid carers.

b)Knowledge and understanding of carers’ issues.

c)Working knowledge of CRM system.

5.2Other requirements

Essential:

a)Strong literacy and numeracy skills

b)A good standard of IT skills including use of databases, MS office and the internet.

c)Ability to travel independently across Hertfordshire; provide a roadworthy vehicle suitably insured for business purposes and have a valid driving licence. Mileage allowance payable in accordance with Carers in Hertfordshire policy.

5.3Competencies

a)Building Relationships and Influencing

(i)Demonstrates open, honest and approachable and trustworthy behaviour.

(ii)Builds effective relationships

b)Carer focused

(i)Listens attentively to identify priorities from complex carer situations and is able to reflect back and summarise carers’ concerns.

(ii)Understands the boundaries that must exist in carer relationships and respects confidentiality.

c)Collaboration and Co-operation

(i)Pulls together information and skills, from throughout the charity and outside,

to improve outcomes.

d)Effective Communication

(i)Uses excellent questioning and active listening skills within all conversations.

e)Embracing the Future

(i)Changes priorities in light of new information or carer needs.

(ii)Knows and understands the charity’s strategy and its relevance, and actively works towards it.

f)Personal Resilience and Responsibility

(i)Displays a positive and professional attitude even in difficult situations.

(ii)Demonstrates emotional resilience when dealing with difficult carer issues and preserves own wellbeing.

g)Planning and Organising

(i)Is able to work autonomously and as a team, according to role requirements.

(ii)Prioritises workload and manages time appropriately.

h)Resourceful and Creative

(i)Uses a range of information to create new solutions to respond to individual needs of carers.

(i)Developing and Motivating Others

(i)Is able to build and develop individual members of team, as well as team itself.

(ii)Develops emotional resilience in both staff and volunteers.

6EQUALITIES

Carers in Hertfordshire is committed to openness and equality of opportunity in every activity, from the way we employ staff to the way we deliver services. It is a central responsibility of members, volunteers and employees of the charity to ensure that every individual that we come into contact with is treated with dignity and respect. A copy of the full Equal Opportunities Policy will be given to all staff and volunteers at induction.

7HEALTH AND SAFETY

The postholder is expected while at work, to take reasonable care for the Health and Safety of themselves and other colleagues who may be affected by their acts or omissions at work.

APPENDIX 1

General Conditions

The following details are provided for the general information of applicants and are not deemed to form part of any contract of employment. Further details are available on appointment.

Pay / Salaries are payable monthly by direct credit transfer to a bank or appropriate building society account no later than the last working day of the month.
Pension / Every eligible employee on a full or part-time contract will be offered membership of the contractual qualifying workplace pension scheme within 3 months of their start. If membership is not taken up, the employee will be auto-enrolled after which time they may choose to opt out at any point. Carers in Hertfordshire does not contribute to employees’ personal pension schemes.
Notice period /
  • During the probationary period: one week’s notice
  • During the two years following satisfactory completion of the probationary period: one month’s notice
  • Thereafter: one month plus an additional week’s notice for each subsequent completed year of service up to a maximum of 12 weeks’ notice

Sickness / In addition to the Statutory Sick Pay Scheme, the organisation operates a discretionary Sick Pay Scheme for employees based on length of continuous service as follows:
Up to 12 months’ service - SSP only.
After 12 months’ service - Four weeks at full pay and four weeks at half pay.
For part time employees the above will be pro rata to the days and hours worked.
Holidays and holiday pay / The holiday year is from 1 April to 31 March each year. The basic annual holiday entitlement is 30 working days with pay per year inclusive of the eight Public/Bank Holidays. For part time employees, the entitlement will be pro rata to the days and hours worked. After two completed years of service, one extra day per year is awarded up to a maximum of 33 working days and five years’ service.
Dependency leave / Our standard terms and conditions of employment entitle employees of Carers in Hertfordshire who are themselves unpaid family carers to up to 5 days per year as paid carers leave (in accordance with the specified categories of dependant) All other agreed dependency leave is unpaid.
Childcare vouchers / Carers in Hertfordshire operates a childcare voucher scheme with Edenred (childcarevouchers.co.uk) where staff can choose to take part of their salary in childcare vouchers to take advantage of tax and NI savings to pay for the provision of nursery or childcare up to the statutory maximum of £243 per month.
Criminal Background Check / All appointments in Carers in Hertfordshire are subject to the completion of an application to the Disclosure and Barring Service (DBS) in order to check for any criminal background.
No Smoking / Carers in Hertfordshire premises are non-smoking.

Carers in Hertfordshire, The Red House, 119 Fore Street, Hertford, SG14 1AX, Tel: 01992 586969 Registered Charity Number: 1085491

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Team Leader ICPS (Oct2017)