Policy Document Template

Services Coordinator

Crisis at Christmas

Job Pack

Services Coordinator, Crisis at Christmas - Job Pack1

June 2017

Job title: Services Coordinator Department: Client Services

Team: Crisis at Christmas

Reporting to: Guest Services Manager

Aim

Support the Guest Services Manager to plan and deliver wellbeing services at Crisis at Christmas centres including but not limited to catering, physiotherapy, natural healing, salon, dog service and massage
Responsible for the recruitment of a sufficient number of service volunteers to deliver services across all centres and to ensure all applications from service volunteers are processed within agreed timelines

Dimensions

Required to liaise with service organisers, volunteers, and external organisations
Recruitment, induction, training and supervision of volunteers

Circumstances

35 hours per week
Temporary contract from 4 September 2017 to 23 February 2018
Based in London
The role will require some out of hours working in November and December, including some weekends and evenings. When the centres are open 23 – 30 December (inclusive) the post holder is entitled to one day off. Time Off in Lieu will be given in accordance with Crisis TOIL policy.

Salary

£27,612 per year

Organisational Chart

Principle accountabilities

Promote volunteering for services at Crisis at Christmas, using all possible means, in conjunction with the Guest Services Manager
Create and manage the content for services on the on-line Crisis Community and promote its use amongst all volunteers
Liaise and negotiate with the Service Organisers to plan and deliver services across all centres in conjunction with the Guest Services Manager
Develop and maintain excellent relationships with Service Organisers and other key stakeholders to enable effective delivery of services
Provide excellent customer service, responding courteously to all enquiries from services volunteers and within agreed timelines
Process applications from services volunteers to agreed standards and within agreed timelines
Ensure all services volunteers’ qualifications, insurance and membership of professional bodies are checked, and where appropriate follow up requests for references
Liaise with Service Organisers to ensure suitability of volunteers when necessary
Ensure service volunteers receive details of their shifts, plus any essential information they require regarding their service, within agreed timelines
Prepare a detailed recruitment update for each service and send regularly to each Service Organiser from mid-October
Delegate tasks to the Volunteer Assistants and Volunteers helping in the services team
Work with the Volunteer Assistants in the preparation of rotas for services volunteers
Coordinate food safety training days for catering volunteers (weekend days Oct-Dec)
Coordinate briefings for service volunteers with the Guest Services Manager (on weekend days and evenings in December)
Monitor shift lists for service volunteers & update attendance details during Christmas week
Support the delivery of services across all centres during the week
Take ownership of all administrative tasks relating to the planning and delivery of these accountabilities.
Help with close-down of services in Crisis at Christmas centres on 29 and 30 December
Complete a handover report regarding role in Crisis Christmas

General

Actively encourage and support member involvement within Crisis
Develop and maintain an understanding of Crisis’ work and the needs and circumstances of homeless people
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
Carry out any other duties that may reasonably be required in the light of the main purpose of the job

Person specification

Essential

Ability to build effective working relationships with key stakeholders from a diverse range of professional backgrounds
Excellent interpersonal skills and ability to communicate effectively and confidently with a wide range of audiences
Experience of negotiation and influencing
Effective organisational skills with the ability to prioritise tasks and work to tight deadlines in ambiguous or challenging situations
Strong IT skills including Microsoft Office package (Word, Excel, PowerPoint, Outlook) and ability to adapt to new systems
Strong problem solving skills to overcome barriers or obstacles and adaptable to handle unexpected complications
Experience of working on own initiative and as part of a team
Ability to train, supervise and motivate volunteers
Experience of customer service and ability to deal with high volumes of enquiries via phone and email in a professional and friendly manner
Good attention to detail and ability to process data accurately
Commitment to Crisis’ purpose and values including equality and social inclusion

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

Supporting your application

Thank you for your interest in working for Crisis at Christmas.

Before you apply, please take a moment to read through the questions below which are designed to support your application and help you understand our recruitment processes.

How do I apply for a Crisis at Christmas job?

You should apply via Crisis Jobs Online, a secure recruitment portal. Once you have registered, you will be asked to provide some personal details as well as information about your work experience, education and referees who can be contacted if you are offered the role. You will also be required to complete a personal statement, demonstrating how you meet each of the points on the person specification for the job.

Please note that the application form has a strict time out limit and so if you take longer than that limit you will lose your work and we are unfortunately not able to retrieve it. You are therefore encouraged to record your answers in a Word document first before copying and pasting your answers into the online application form, for each new application. You can use the keyboard shortcuts Ctrl + C to copy and Ctrl + V to paste.

To make it easier for the recruitment panel to score and shortlist your application we ask that you state the person specification point that you are responding to at the beginning of each answer.

The current vacancies page of our website has more information about how to use Crisis Jobs Online and answers some frequently asked questions if you are having any technical issues with your application.

What should I do if I can’t complete an online application?

If you would like to apply in a different format, for example in a Word document, because you are unable to use the online process, please contact the HR Team on 020 7426 3814 / 3819 / 3864 or by email at . It is helpful if you provide details of your requirements or suggestions about how we might best support you to apply so that we’re able to consider alternatives.

Can I apply for more than oneCrisis at Christmas job?

Yes, we welcome applications for more than one role if you can demonstrate that you have the required skills, experience and behaviours for each of the roles. You’ll see that some of the roles share some of the same person specification points and you are welcome to record the same answers against them for each application.

Each time you submit a new application, your personal details, education and work history will already be populated so you won’t need to enter them again. You will however need to complete your responses to the person specification points in each new application. As mentioned above, you are therefore encouraged to record your answers in a Word document first before copying and pasting your answers into the online application form, for each new application. You can use the keyboard shortcuts Ctrl + C to copy and Ctrl + V to paste each time.

What will the recruitment process be?

We will be using a two stage recruitment process:

Stage 1: Group assessment day, 13 July 2017
Stage 2: Individual interview, between 19 and 28 July 2017

How can I maximise my chance of being shortlisted?

It is important that you complete all sections of the online application form to ensure that the recruiting panel understand your interests, skills, behaviours, knowledge and experience.

Shortlisting is mostly based on the information you provide in the personal statement section. When completing this, please reference each of the points listed in the job description in the order in which they appear. There will be 15 boxes, so if there are less than 15 points, you won’t need to use all of the boxes.

Support your statements with specific examples that show how you meet each of the person specification points. You may wish to use the STAR approach:

S or T – Situation or task

Describe the situation or the task that you had to complete. It could be something from your previous employment or personal experience – just make sure it’s relevant. Given enough detail for the person shortlisting to understand what was involved

A – Action

Describe the action you personally took to resolve the situation or task. Explain the process/steps you took. Even if you are describing a group project, describe what you did rather than what the team did as a whole

R – Result

This is the crucial part of the answer. Explain how your actions resulted in a successful outcome. Talk about what you achieved, the benefits and what you learned.

A strong application will also be in line with the Crisis Values that you can find on our website.

Please note! If you don’t provide full responses against all of the person specification points, the panel won’t be able to score your application fully and it will be unlikely there is enough information for you to get through to the assessment centre round.

Further help with your application

There is some more information on the application page of our website which you might find useful. If your query has still not been answered, you can contact the HR Team on 020 74263819 or by email at .