Job Description – Blind Veterans UK

Job title:Member Experience Coordinator

Reports to:Rehab Lead Support & Activities

Department:Rehabilitation Services

Location:Brighton Centre

Last updated:April 2018

Job purpose

To ensure all blinded ex-Service men and women visiting the Brighton centre get the best out of their visit. Encourage participation in activities adapting to needs, promoting a fun, engaging, challenging and safe programme.Promote participation in meaningful activitiestailored to individuals and groups.

Dimensions

Main accountabilities of the post

  1. Working with the Lounge Receptionist, meet, greet and assist all Members and Carers that walk through the doors of the Brighton Centre. Facilitate access to relevant activities and services available.
  2. Identify needs, signpost and refer to appropriate resources both internal and community-based. Have a good knowledge of resources available to visually impaired people, Veterans and their Carers, providing information, guidance and support.
  3. Develop and maintain relationships throughout the Centre to provide onsite support for the duration of Members visit. Actively seek engagement with all Members or Carers.
  4. Encourage self-reliance in all Members and Carers promoting further discovery of their interests and talents. Working in a member-centred way, provide individuals with tools to increase independence and choice to achieve their desired outcomes. Anticipating and responding to the future needs of Members.
  5. Coordinate the deployment of Volunteers on a daily basis, ensuring activities are fully resourced and that all Volunteers feel confident and supported in their tasks.
  6. To ensure the multi-disciplinary team are kept informed of any information relating to Members or Carers which may be relevant to their care and rehabilitation.Attending the Day Start meeting each morning and updating member’s records. Develop and maintain positive working relationships with others; work as one team to reach common goals.
  7. Facilitating services for Carers for example running Carer’s Support Groups and activities.
  8. Contributing to service development; undertaking evaluations, gathering feedback, collating statistics and reporting.

Additional responsibilities

  • Attend relevant internal and external training courses, as agreed with your line manager.
  • Practice and comply with all aspects of the Charity’s current Health and Safety policies and procedures.
  • Undertake any reasonable tasks from time to time at the line manager’s request, as may be deemed appropriate within the scope of the post.

Work context

This role is complex and can be both physically and emotionally demanding, particularly when working with members who are dealing with recent sight loss, disabilities, other illnesses and supporting carers and volunteers in their roles.

Overnight travel to the Charity’s other centres or other venues will be required occasionally.

The role involves a continuous level of multitasking in terms of liaising with a multidisciplinary team.

Autonomy and decision making

The Charity values empowerment and as such, the Member Experience Co-ordinator will be required to work independently, but will be responsible to the Rehab Lead for Support & Activitiesfor the quality of service delivery.

Communications

Internal

The role requires the post holder to communicate in a variety of styles and formats, both written and verbal, on a regular basis, in order to influence, liaise with, inform and advise managers, staff and members and other beneficiaries regarding all activities and training in and around at the Brighton Centre.

External

The role requires the post holder to communicate with: venues, facilitators and entertainers, equipment suppliers, external agencies and relevant organisations in order to establish the resources in order to create a diverse programme.

Main areas of difficulty

  • Exceeding customer expectation by ensuring all Members feel they are your priority.
  • Supporting provision of a wide range of activities to accommodate the diverse needs and expectations of Members.
  • Encouraging a culture of cross department working, and participation in the activities programme by all staff members.
  • Adapt to ever changing circumstances that may impact upon planned activities.
  • Members can display behavioural, challenging and emotional problems.
  • Required to standor walk for an extended period of time.

Additional information

This Job Description is a guide to the work the job holder is required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of the Contract of Employment.

Person Specification – Blind Veterans UK

Essential / Desirable
Knowledge /
  • Working with people who have health and/or social care needs.
  • Understanding volunteering.
  • Working knowledge of MS Office, database systems and internet.
/
  • Understanding of complex needs associated with age related sight loss or trauma.
  • Knowledge of working with people with a range of disabilities.
  • Knowledge of relevant external organisations.
  • Knowledge of therapeutic, meaningful activities and their adaptation for our members.
  • Appreciation of person-centred care.

Skills /
  • Excellent communication and interpersonal skills.
  • Excellent problem-solving skills.
  • Managing customer relations.
  • Ability to inspire and motivate others to engage in activities.
/
  • Excellent facilitator and motivator.
  • Communicating with older people and those with multiple sensory loss, including visual and hearing impairment.

Qualifications /
  • Good general level of secondary education.
  • Customer service qualification or equivalent vocational experience of directly providing excellent customer service.
/
  • NVQ3/4 in customer service.

Experience /
  • Demonstrableexperience in a customer facing service role.
  • Working with a large and varied group of volunteers.
/
  • Managing and co-ordinating volunteers.
  • Experience working with older and visually impaired people.
  • Experience of supporting activity sessions for adults.
  • Experience of bookings processes

Personal qualities /
  • Strong team worker
  • Proactive with a natural instinct to go the extra mile
  • Self-motivated and energetic
  • Charismatic, confident and friendly
  • Enthusiastic
  • Innovative
  • Reliable
  • Collaborative
  • Patient
  • Positive approach to equality and diversity