Job Description

Job Title:Helpline Services Supervisor(contract until 31 March 2018 with a planned extension to 2019, subject to funding

Reporting to: CEO

Responsible for: for Helplines and Online Support Services, Volunteers, and Benefits Service

Salary:£14.45 per hour, 24 hours per week over 4 days,

Hours & Location:Reading office based

Main Purposes of Job

To coordinate and manage the day-to-day operations of the Autism Berkshire Helpline, including telephone and online services, and implement any developments to improve the service.

To provide management support to deliver high quality, volunteer-led services.

To co-ordinate the Benefits Service and manage one part-time Benefits advisor

Main duties and responsibilities

The postholder will:

1. Management & Service Delivery

  • Provide operational management to the Autism Berkshire helpline, online support services and Benefits adviser.
  • Implement and contribute to plans for the delivery of helplines and online services in line with organisational plans and strategy.
  • Set and monitor targets and key performance indicators producing reports as required,
  • Develop helpline practice in light of any new technology available to effectively deliver helplines and online support services; including telephony, websites, email, Facebook etc.
  • To set up a develop a volunteer service

2. Projects, Policy & Best Practice

  • Contribute to the development, promotion and dissemination of best practice, by keeping informed of good practice both inside and outside of Autism Berkshire.
  • Ensure that the needs of underrepresented groups are considered, in the development of new and existing services, and in the recruitment of all staff and volunteers who are part of the helpline and online support services.

3. Volunteer Management and Development

  • Work in conjunction with the CEO to recruit, train, deploy and supervise sufficient volunteers to maintain and develop helplines and online support services, and SHARON.
  • Ensure the appropriate involvement of volunteers in the planning and delivery of all helpline and online support services.
  • Ensure the effective supervision of volunteers working on helplines and online support projects and services.
  • Deliver external training on relevant issues as and when required.

4. Income Generation and Promotion

  • Contribute to income generation activity by providing input to plans and funding proposals, developing new projects and designing innovative services.
  • Promote and represent Autism Berkshire at relevant forums, external events and meetings, as agreed with the CEO.

6. Other

  • Deputise for the CEO as and when appropriate.
  • Provide weekend/out of hours management cover as required.
  • Undertake such other duties and tasks as may lie within the scope of this post to ensure the effective delivery and development of Autism Berkshire’s services.

Training and Development

You will participate in relevant training and development required by Autism Berkshire to effectively carry out your role and responsibilities. This will include Autism Berkshire’s procedure for promoting and Safeguarding the welfare of children and vulnerable adults, and Prevent as set out in the policies and procedures.

Equal Opportunities and Diversity

You will comply with Autism Berkshire’s Diversity and Equal Opportunities Policy in every aspect of your work and positively promote the principles of these policies amongst colleagues, service users and other member of the community.

Health and Safety ,Data Protection and Safeguarding

You will adhere to all Autism Berkshire policies in relation to health and safety and ensure all necessary training needs are met, to assist with the provisions and risk assessments within the work place environment. You will ensure that you comply with all aspects of the Data Protection Act and the General Data Protection Regulation (GDPR), and comply with Autism Berkshire’s policy.

Autism Berkshire is committed to Safeguarding and promoting the welfare of children and young people, and expect all staff and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment. All successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.

Person Specification

Essential experience:

  • At least 2 years’ experience in the Education/Health/Social Care/Voluntary/Community/ Faith Sector and good understanding of the issues affecting VCFS organisations.
  • Experience of managing, supervising and supporting people, volunteers and/or staff
  • Significant experience of delivering first contact and/or brief support/advice/information services (e.g. helpline and online support services) successfully to clients.
  • Experience of setting and meeting targets and key performance indicators, and producing quality management information.

Desirable:

  • A qualification in managing telephone and/or online first contact services.
  • Experience of leading and managing a dispersed volunteer workforce.
  • Experience of change management.

Essential Knowledge

  • Knowledge and understanding of the ethos and values of the Voluntary Sector.
  • Understanding of the impact of autism.
  • Knowledge and understanding of emerging communication technologies and how to utilise these to offer client support services.

EssentialSkills:

  • Ability to work within a team both as a member and leader of a team and to inspire and motivate others.
  • Ability to network effectively and to make successful links and partnerships.
  • Outstanding interpersonal and communication skills.
  • Excellent IT skills (including Microsoft Office) including the ability to produce high quality monitoring information and evaluate services.
  • Ability to prioritise work in a demanding environment, including excellent time-management.
  • Training and facilitation skills.
  • Willingness to travel to meetings throughout Berkshire. Ability to work evenings and weekends when required.

Desirable skills: First Aid certificate, Fire Marshal certificate

Autism Berkshire – the working name for the Berkshire Autistic Society Ltd

Registered office: Unit 7 Richfield Place, Richfield Avenue, Reading, RG1 8EQ

Charity no: 1076217, Company number: 3750656