Job Description – Service User Engagement Co-ordinator

Responsible to: / Hub coordinator
Salary: / £21,962 SCP 24 on NJC Pay scale
Hours: / 35 Hours per week, flexibility required for out of office hours and some weekend work.
Annual Leave: / 25 days
Based: / Big Issue North, Cheapside, Liverpool
Fixed Term: / June 2019
Level of DBS Check and Workforce: / Enhanced

Main Aims of the Post

Job Summary

The Service User Engagement Co-ordinator will be responsible for leading and developing service user engagement across Waves of Hope, ensuring meaningful engagement. This will include recruitment of volunteers, training and support.
The co-ordinator will be responsible for ensuring volunteer service user involvement in a range of different ways, including the running of a regular service user forum, and at all stages of service delivery from implementation through to evaluation and beyond, ultimately leading to service change.
The co-ordinator will work with a broad range of stakeholders including service users and agencies at a local and strategic level ensuring they advocate service user views.

Main duties

  • To lead and co-ordinate volunteer involvement in the programme, developing meaningful and effective service user involvement from all areas of the programme. This will include recruitment of service users, providing support and training to enable people to fully engage in the programme

  • To work creatively, utilising a variety of engagement activities to engage with a wide variety of stakeholders, ensuring feedback is gathered from a diverse client group

  • To promote and grow membership of service user engagement and involvement groups such as the Lived Experience Team

  • Lead and organise service user forum meetings

  • Ensure good working relationships are established and maintained with delivery partners and other relevant stakeholder groups.

  • To support services to create change, improving communication between service users and services

  • To champion and advocate service user voice at Core Partnership and Operational Management levels

  • To support the activities and continued development of the lived experience Hub

  • Ensure delivery of Service User Involvement strategy objectives

  • To keep accurate and transparent records of all consultation and planning meetingsin line with GDPR

  • To provide monthly monitoring information about the development of the project

  • To support and keep regular contact with volunteers

General Work Related Expectations

1. To work within The Big Life Group’s Values, Ethos and Vision.
2. To contribute to the development of The Big Life Company (TBLC)
3. To work in accordance with all Policies and Procedures of TBLC
4. To identify and attend training as required
5. To work in accordance with all relevant legislation
6. To undergo regular supervision and an annual appraisal
7. To undertake any other duties as required, appropriate to the post

Person Specification – Service User Engagement Co-ordinator

The successful candidate must be able to demonstrate that they meet all the following points.

Method of Assessment / Essential (E) or Desirable (D)
1. Employment Experience
1.1Experience of working with individuals and volunteers. / A/I / E
1.2Experience of working with adults with
challenging behaviours / A/I / E
1.3Experience of co-ordinating and leading engagement activities / A/I / D
1. 4 Experience of assessing and managing risks / A/I / E
2.Educational Background/Training
2.1 A good standard of literacy and numeracy is required for this post. / A/T / D
3Knowledge
3.1 An understanding of the positive impact of peer mentors / A/I / D
3.2Has a good understanding of the issues facing people with multiple complex needs / A/I / E

4Skills

/ /

4.1 Can work independently and as part of a team

/

A/ Group

/

E

4.2 Can work with people on a 1:2:1 basis and in groups

/

A/Group

/

E

4.3Able to form relationships with key stakeholders including service users and Waves of Hope delivery partners / A/Group / E
4.4Able to empower service users in detailing their own goals and aspirations / A/Group / E
4.5Good Communication skills / A/Group/I / E
4.6Organised and able to manage own workload and projects / A/I / E
4.7Ability to prepare and adapt relevant paperwork as required / A/I / E
4.8 Ability to co-ordinate and lead engagement activities / A/I / E

5 Personal

5.1 Lived experience of homelessness, drug and alcohol services, mental health or criminal justice system (more than 1 Lived experience title) / A / E
5.2 Motivated / Group/I / E
5.3 Respects individual’s personal attributes and values contribution of others / Group/I / E
5.4 Able to collaborate with other agencies towards achieving people’s goals / A/I / E
5.5Resilient to challenging behaviours / A/I / E
5.6 Person centred / A/I / E
6 Safeguarding
6.1 Appropriate level of DBS check (Enhanced) / I / E
6.2 Knowledge of safeguarding policy and procedures / A/I / D

Key - Method of AssessmentA = Application Form

I = Interview

Group = Group based activity

T = Test

ADVICE: Before using this document you should ensure that you have the most up-to-date version. If you are referring to a printed version it may be out-of-date. If in any doubt please check with Human Resources.

Document No. BLG0027

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