Part 1: JOB PROFILE
DEPARTMENT: Operations
JOB TITLE: Operations Project Officer
LAST UPDATED: February 2013
1. MAIN PURPOSE OF JOB
Ø To ensure that the new SMS and Email systems (as channels to support callers) are fit for purpose, and that stakeholders are suitably involved in this process; to lead the migration to a new service provider
Ø To represent the Operations Department on new projects that have an impact on service provision
Ø To work with service providers to accomplish the above
Ø To support key volunteer groups
Ø To support branches in the use of SMS and email
2. POSITION IN ORGANISATION
Ø Report into Head of Helpline
Ø Liaises at all levels internally
Ø Liaises with external suppliers
3. SCOPE OF JOB, DIMENSIONS AND LIMITS OF AUTHORITY
Ø Liaises with key volunteer groups, staff at all levels and service providers as necessary
Ø Leads the effective deployment of new SMS & Email systems across the organisation
Ø Monitoring of budgets
4. QUALIFICATIONS
Ø Degree level and / or relevant demonstrable experience
Ø Project management qualification (desirable)
5. SKILLS, KNOWLEDGE AND EXPERIENCE
Essential:
Ø 2 + years project management experience
Ø Unified communications systems experience
Ø Telecoms / Mobile / IT experience
Ø Experience of working with technical people & service providers
Ø Experience of complex stakeholder involvement (ideally in a charity)
Ø Excellent communication skills – verbal and written
Ø Demonstrable problem solving ability
Ø Designing of processes / training
Ø Good level of IT competency, including MS Office
Desirable:
Ø Production, interpretation and presentation of meaningful statistics
Ø Experience of working with volunteers
Ø Design of Quality & User acceptance testing
Ø Knowledge / experience of working with Avaya products
6. PERSONAL ATTRIBUTES
Ø Excellent interpersonal skills, including influencing
Ø Diplomacy skills
Ø Ability to develop and sustain excellent networks and relationships with key stakeholders
Ø Ability to express complex information clearly to different audiences
Ø Occasional travel required (including overnight stays)
Ø Ability to work weekends and evenings (occasional, planned)
JOB TITLE: Project Officer / Email & SMS Support Officer
Part 2: DUTIES & KEY RESPONSIBILITIES
AREA OF RESPONSIBILITY
Development / change management:
Ø As part of the Connect project, responsible for working with key stakeholders and service provider to ensure that new SMS software is fit for purpose
Ø Lead the implementation for the new SMS & email software
Ø Project manage (with the supplier) the transfer of SMS gateway providers
Ø Ensure there is appropriate volunteer representation for decisions that need to be made about Email / SMS implementation
Ø Attend and present at conferences / meetings as and when required
Ø Develop new processes and documentation as required
Ø Play an active part in the Connect Project Team
Maintenance tasks:
Ø Ensure that the volunteers who support SMS and email are supported
Ø Ensure that the national SMS rota and other administration is kept up to date
Ø Be the point of knowledge for the organisation about Email & SMS
Ø Ensure all relevant documentation and manuals are kept up to date, and distributed accordingly when necessary
Ø Ensure that as many branches as possible are brought on to deliver the service via SMS
General Duties of a Samaritans’ Staff Member
· Contribute to the effective and efficient running of the General Office as appropriate
· Participate, as appropriate, in Staff forums and Meetings
· Adhere to Samaritans’ Polices and Procedures that are in effect from time to time
· Represent the General Office appropriately across the movement and Samaritans to the wider community as appropriate
· Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to Samaritans’ equal opportunities statement and polices
· This Job Description is a statement of requirements at the time of writing and is not contractual. It should not be seen as precluding future changes after appointment to this role