Helpline Manager (Maternity Cover) / Person Specification / October 2017
* Method of Assessment
A = Application Form D = Documentary Evidence (e.g. Certificates/Portfolio) I = Interview (panel and/or young people)E = Exercise
Please note that this column is indicative of where each criterion is likely to be tested, however all elements of the person specification may be tested at any stage of the recruitment process. Candidates must use each element of the person specification as a heading in the supporting statement of their application, explaining clearly and with examples how they meet the criteria.
Factor / Criteria / Essential/DesirableA / D / I / E
Education / Experience /
- Good standard of general education and a social care, counseling, youth work or other relevant qualification
- At least 3 years experience of work with children/young people in a professional capacity, ideally related to children/young people in the care system
- Previous experience of providing advice over the phone, and via other communication tools (email, SMS, etc)
- Previous experience in supervising the work of staff and/or volunteers
- Previous experience in management or co-ordination of an advice or support service
- Experience of working in a local authority children’s services or working with children and young people supported by these services
- Experience of working in the voluntary sector
Skills/Abilities & Knowledge /
- The ability to develop good inter-agency relations, negotiate with other professionals and handle conflict effectively.
- The ability to lead, motivate and manage a team of staff and volunteers.
- Excellent oral and written communication skills, including the professional presentation of reports.
- IT competence and the ability to use word processing packages, database packages, Powerpoint and Publisher.
- Experience of managing budgets and budget monitoring.
- The ability to deal with work pressures, to manage time effectively and meet deadlines, to organise and set priorities for your own work and for your team.
- An understanding of advocacy as it relates to children and young people, its principles and practice and experience of their application.
- Knowledge of the Children Act 1989 and related legislation, and of regulations concerning children in care, care leavers and children at risk.
- Knowledge and understanding of the safeguarding system as it relates to children and adults at risk.
- Knowledge of the childcare system, the operation of children and families departments and Local Authority complaints procedures
- Demonstrable interpersonal skills which enable you to supervise advocates and volunteers effectively and to ensure that they comply with Coram Voice operational expectations and meet targets.
- Expectations of high standards of practice and quality in the delivery of services to young people.
- Ability to work with patience and persistence to resolve difficulties and deal with conflict.
- Specialist knowledge/experience in fields such as mental health, disabilities homelessness or other areas relevant to our services.
General /
- A commitment to the organisation and team working, flexibility and willingness to support colleagues and to share in overall work of Coram Voice
- Commitment to working and managing in line with Coram Voice’s values and the ability to apply this in the role
- An awareness of and sensitivity to differences of race, culture, belief, class, gender, sexuality, and ability and commitment to anti-discriminatory practice