Job Description Cruse Bereavement Care

ServiceCoordinator Sutton

Job Title: Service Coordinator Sutton

Responsible to: Cruse Operations Manager

Contract:12 month fixed term

Job Purpose:

  • Provide coordinatingand administrative support to Cruse Bereavement Care Sutton
  • Work with the Operations Manager and Client Services Committee, to be responsible for the referrals, volunteer client allocation, monitoringand evaluation of Cruse services.
  • Ensure the efficient administration of the Cruse Sutton office

Location:Office based in central Sutton

Hours: 15 hours per week

Salary Scale: £19,614 plus £1,768 outer London weighting (pro rata)

Main Responsibilities:

  • Manage the process for new referrals, their assessment and allocation as requested by the Client Services Committee.
  • Respond to telephone calls and messages in a professional and sensitive manner, recording requests for information in accordance with Cruse procedures.
  • General office duties including supplying information, database management, photocopying, minute taking, filing, etc.
  • Ensure good communication with all Cruse stakeholders, ensuring good practice in equality, diversity and fairness.
  • Provide administrative support to assist in the recruitment, interviewing, training and support of volunteers.
  • Ensure the implementation of monitoring and evaluation systems including client feedback to enhance the quality of the services provided.
  • Ensure that any issues highlighted by the evaluation data and feedback are raised with the Operations Manager and Client Services Committee.
  • Ensure Cruse Confidentiality Policies and Procedures at all times.
  • Understand and ensure good safeguarding practice.
  • Support events and meetings as required.
  • Ensure effective management of waiting lists including contact with those waiting for services.
  • Handle any complaints in line with procedure.

Office management

  • Respondwith appropriate people skills to phone calls, mail, and email enquiries.
  • Maintain accurate and secure records using the Cruse information system and prepare annual and other returns as required.
  • Prepare/distribute reports, newsletters and publicity material (including website and social media).
  • Maintain sufficient supplies of literature and stationery.
  • Ensure compliance with Cruse Health and Safety and Fire procedures.

Support of volunteers

  • Ensure effective communication with volunteers and respond to queries as appropriate.
  • Ensure all volunteers use the Cruse Information System (CIS) and adhere to GDPR requirements.
  • Ensure volunteers are supervised in accordance with Cruse practice.
  • Provide support as required to the supervisors.
  • Be responsible for maintaining a schedule of training and fundraising equipment and ensure proper maintenance.
  • Ensure DBS checks are in place and kept in date.

Other duties

  • Undertake all other reasonable duties which are not specified above.

Person Specification – Service Coordinator
Essential / Desirable
Education / Education
Good standard of education (GCSE, NVQ level 3 or equivalent)
Skills / Skills
•Effective organisational, planning and time management
•Ability to translate ideas into achievable, measurable plans and deliver against targets
•Effective written and oral communication
•Effective IT skills including Microsoft Office
•Problem Solving
•Ability to network effectively
•Recording information accurately onto databases / •Public Speaking
•Conflict resolution
•Writing bids/fundraising applications
•Budget Setting and Management
Experience / Experience
•Experience working in Health/Social Care/Voluntary sector
•Representing an organisation to stakeholders
•Experience of working with volunteers / •Experience of working with a committee
•Experience of organising events/conferences/workshops
•Experience of interviewing
•Experience of working with Commissioners
Knowledge / Knowledge
•Sound knowledge of financial reporting and requirements
•Understanding and knowledge of the ethos and Values of the voluntary sector / •Understanding of the impact of Bereavement
•An understanding of commissioning
Other Qualities / Other Qualities
•Ability to motivate, support and develop volunteers and staff
•Sensitivity to the differing needs of individuals in working within a diverse client and volunteer base
•Willingness to work outside normal hours, evenings and weekends when required (time off in lieu will be given)
•Ability to build effective relationships at all levels / •Understanding of the commitment to the aims, ethos and values of Cruse
•Ability to function well in an environment where bereavement issues are constantly under discussion