JOB DESCRIPTION

November2017

Job title:Head ofMember Involvement Department:Client Services

Team:Client Services Job holder:Vacant

Reporting to:Director of Client Services

Aim

  • To be the strategic lead on Member Involvement for Crisis and oversee the development of a full suite of Member Involvement activities and initiatives up to and including co-production.

Dimensions

  • Crisis uses the term ‘Member’ for the people who access our services.
  • Permanent role.
  • Oversee the MemberInvolvement budget.
  • Reports to the Director of Services and part of the Strategic Leadership Group.

Circumstances

  • 35 hours per week.
  • The post can be based in any of the Crisis Offices and extensive travel acrossthe UK will be required.
  • Some evening and weekend work will be required. Time Off in Lieu will be given in accordance with Crisis TOIL policy.
  • This role involves working with vulnerable adults and young people,so satisfactory enhanced disclosure from the Disclosure Barring Service is required for this role.

Salary

  • £40,218

Principal accountabilities

  • Lead on embedding the Member Involvement strategy across Crisis and continue to develop new opportunities for involvement that embedsmember involvement in everything that we do.
  • Support all Crisis teams to integratemember involvement in their work providing guidance, training and promoting best practice.
  • Ensure that all relevant materials and publications affirm the importance of and our commitment to Member Involvement.
  • Ensure the Member Involvement published site on Connect is relevant, informative and of the highest quality and provides Crisis with essential information, resources and news.
  • Oversee and develop the Crisis paid trainee scheme for people with recent lived experience of homelessness, sharing best practice and what works across Crisis.
  • Lead on the delivery and development of the Crisis Expert by Experience Panels, ensuring thy are integrated into the wider organisation and their outputs taken forward.
  • Oversee the development and monitoring of KPIs/PIs and quality measures that demonstrate the effectiveness ofMember Involvement across the whole organisation.
  • Work with the HR team and relevant managers to develop the involvement of Members in the recruitment and induction process.
  • Ensure all Crisis’ services record and act on member feedback publicising any subsequent actions taken (or not) and highlighting how member feedback shapes the service offer.
  • Enable,record and promote the exchange of learning and good practice around Member Involvement between Crisis’ teams.
  • Work with the Head of Volunteering to ensure Crisis fully supports Member Volunteering including providing training to support those staff who supervise Member Volunteers.
  • Promote Member Involvement to all teams within Crisis and work with the volunteering team to promote best practice in the development of Member Volunteering roles.
  • Work with appropriate staff to develop a core training programme for Member Volunteers and additional modular training to support Member Volunteer development.
  • Work with Volunteer Managers, Client Services and Members to develop a peer support volunteer role and framework and oversee its implementation.
  • Work with the Policy/Campaigns team to ensure member involvement is embedded in their work and develop links with the Experts by Experience Panel.
  • Work with relevant teams to support the development of digital solutions for Member Involvement and networking.

General

  • To develop and maintain an understanding of the charity’s work and the needs and circumstances of homeless people.
  • To comply with Crisis policies and procedures, including Health and Safety policies, for which all employees owe a duty of care both to themselves and others, in accordance with the Health and Safety at Work Act.
  • To carry out any other duties that may reasonably be required in the light of the main purpose of the job.

Person Specification

Essential

  1. Commitment to empowering homeless people through the development of involvement opportunities across Crisis.
  2. Proven experience of strategic thinking and ability to deliver programmes of work that underpin organisational goals and mission.
  3. Experience of planning and delivering a programmewith strong elements of client (service user) involvement/co-production.
  4. Positive experience of and commitment to collaborative working and able and appropriately assertive to persuade and influence people/teams without a direct line management relationship.
  5. Sound knowledge of volunteer management best practice and good understanding of the importance of Member Volunteering and Involvement for building skills, confidence and resilience.
  6. Demonstrable experience of designing and delivering effective training programmes and evaluating their effectiveness.
  7. Ability to work autonomously through a remote management relationship.
  8. Excellent verbal and written communication skills and able to tailor material for a wide range of audiences.
  9. Willing and able to travel across the UK.
  10. Commitment to Crisis’ mission to end homelessness and our values.

We encourage applications from all sections of the community particularly those with personal or previous experience of homelessness.