JOB DESCRIPTION

Job title:Service Manager – (Information & Advice)

Job Purpose:

Responsible for the coordination, planning, development and measurement of Tapestry’s Information and Advice service including general information and advice, dementia, stroke and health awareness.

Reports to:Head of Service (Social Inclusion)

Responsible for:Information and Advice Assistants x 7, Dementia Advisors x 6, Stroke Coordinator, Outreach x 2, Health Awareness project coordinator, Health Awareness Officers x 2 (MHM), Health Awareness Administrator,

Department/Service

This service provides information and advice across all services of Tapestry in all areas to assist users, carers and the general public. It provides outreach sessions to raise awareness in health matters and to increase understanding

1Duties and key responsibilities

Managing Staff and Volunteers

  • Recruitment of staff in conjunction with the HR team
  • Responsible for staff and volunteer performance, including appraisals and 1-2-1’s, adhering to Tapestry management culture and policy
  • Developing and supporting staff and volunteers, including training when needed
  • Ensure staff and volunteers are properly trained in issues including safeguarding, wheelchair training and boundaries
  • Resolving staffing issues
  • Organising and holding staff and volunteer meetings
  • Working with the HR Manager to ensure sufficient and appropriate volunteers available

Planning, Monitoring and Reporting

  • Planning delivery of Information and Advice Service
  • Identifying and resolving issues and ensuring specified targets are met
  • Using People Planner software to roster staff and volunteers to clients and to measure outcomes
  • Provide monthly progress reports to funders where required e.g. Havering CCG for Dementia Advisory Service and other contracts when awarded
  • Attend monitoring meetings with funders concerning delivery of projects and implementing any agreed variations in the provision of the projects

Outreach and promotion

  • Ensuring Tapestry is properly represented at key annual events e.g. Carers Week
  • Working with colleagues in Communications to ensure there is sufficient promotion of Information and Advice Service
  • Researching and attending eventsto promote Information and Advice Service
  • Ensuring there is understanding of Tapestry I&A Service amongst key stakeholders e.g. GP surgeries, hospital wards

Clients

  • Ensure records of people who make enquires or have a case worker are accurately maintained on People Planner
  • Ensuring assessments of people’s needs are undertaken and ensuring they are properly signposted either internally or externally e.g. to Home Care or Wellbeing Centres
  • Ensuring proper client records are maintained particularly for health related I&A including dementia and stroke
  • Using defined outcomes to determine impact and value of Tapestry interventions

2General Responsibilities

  • Represent and be an ambassador for Tapestry
  • Be flexible and carry out other associated duties as may arise, develop or be assigned in line with the broad remit of the position
  • Maintain and improve competencies through continuous professional development
  • Abide by organisational policies, codes of conduct and practices
  • Support and promote diversity and equality of opportunity in the workplace
  • Treat with confidentiality any personal, private or sensitive information about individual organisations and or clients or staff and Tapestry data
  • Any other duties commensurate with the accountabilities of the post

PERSON SPECIFICATION: INFORMATION AND ADVICE MANAGER

EXPERIENCE

  • Relevant experience working in Information and Advice
  • Experience of managing people, both staff and volunteers (2 years preferred)
  • Working with a range of stakeholders and partnership working or strategic networking, spanning voluntary and care or health sectors
  • Planning, delivering and evaluatingprogrammes and events.
  • Developing and maintaining effective systems for collecting, collating and reporting information,

SKILLS AND ABILITIES

  • Understanding of the need for an I&A Service to communicate clearly using different channels e.g. face to face, on the phone or email, particularly when dealing with vulnerable people around sensitive issues
  • Planning to achieve often fixed deadlines and problem solving skills using initiative.
  • Ability to troubleshoot difficult situations, and deal with them calmly, efficiently and effectively.
  • Communication skills that are clear, engaged and responsive to the target audience.
  • Ability to deal with complex and sensitive matters on an individual basis in an empathetic and non-judgmental manner
  • Writing skills – produce clear information documents in various formats and reports for senior management and funders and ability to write succinct documents on complex areas.
  • IT skills at a level that supports report writing, email, internet and database.
  • Time management and administrative and record keeping skills.
  • Ability to engage and motivate others including staff and volunteers
  • Self-motivated with the confidence to work alone but can also work co-operatively and flexibly as part of a team.
  • Ability to stay focused and efficient in the face on changing priorities.

KNOWLEDGE

  • Knowledge of Information and Adviceissues e.g. giving advice and guidance, data protection, information retrieval, signposting, data storage
  • Understanding of outreach work
  • Whilst knowledge of specific health conditions is not required an ability to learn about needs of people with dementia, stroke etc. is required

EDUCATION/TRAINING

  • No one specific qualification is required, but evidence of recent and relevant continuing professional development or training is required.

PERSONAL ATTRIBUTES AND OTHER REQUIREMENTS

  • Able to travel extensively within the Borough and Region – ownership and access to a car is essential due to frequent visits to multiple locations
  • Able to work some evenings and weekends where necessary.
  • Works well in a team with a flexible approach to work
  • Commitment to anti-discriminatory practice and equal opportunities. An ability to apply awareness of diversity issues to all areas of work.
  • Commitment to the values and ethos of Tapestry