Southwark Citizens Advice Bureaux Service s1

AGE UK BRENT Striving to be an Equal Opportunities Employer

JOB DESCRIPTION

TITLE OF POST: Befriending and SALARY £27,300 Volunteering Manager HOURS OF WORK Per Week 35 ELIGIBLE FOR JOB SHARE: Pension RESPONSIBLE TO: Chief Officer or Senior Manager RESPONSIBLE FOR:

Main purpose of the job

To recruit, select, support and offer training to volunteers working across all Age UK Brent (AUKB) projects to enable service delivery and expansion of services. This will include the responsibility for devising and implementing and monitoring of the Volunteers Policy and procedures.

The post-holder will also have the full responsibility for the co-ordination of the Befriending Project and the Telephone Befriending Project and for the delivery of the project.

MAIN DUTIES & RESPONSIBILITIES

Planning & Recruitment

Author: Daksha Chauhan-Keys Rev No. 2 Date: May 2015 Page 1 of 6 Location: S:\Quality Manual\ Organisation\ Personnel\forms\ Job Descriptions Document Name: Befriending & Volunteering Mgr H/C filed: Quality Manual 1. To maintain accessible and up-to-date information about volunteering opportunities and on a day-to-day basis to respond to volunteering issues and queries.

2. To implement effective volunteer recruitment procedures, organising promotional strategies to encourage development of new projects supported by volunteers. This will include writing newsletters, updating and developing web pages, making presentations to external agencies, staffing promotional stands and liaising with the media.

3. To keep accurate records of volunteers, project activity and expenses. To be responsible for ensuring that all relevant policies and procedures are in place and complied with for all activities (e.g. risk assessments, insurance)

4. To produce and monitor project budgets and to investigate fundraising and funding options to enhance the volunteering project.

5. To produce local material to recruit volunteers with skills and expertise to support the services of the organisation.

Support & Training

6. To give one-to-one/group inductions to volunteers and where necessary to devise and deliver relevant training sessions.

7. To offer a high level of comprehensive support to volunteers at all stages of their volunteer experience

8. To report on volunteering activities on a quarterly basis to the chief Officer, the trustees and the funders.

9. To liaise with the local and regional organisations, keeping up to date with developments and acquiring best practise.

Evaluation & Reporting

10.To regularly review projects and monitor targets, using this information to advise on, initiate and develop new projects as appropriate.

Author: Daksha Chauhan-Keys Rev No. 2 Date: May 2015 Page 2 of 6 Location: S:\Quality Manual\ Organisation\ Personnel\forms\ Job Descriptions Document Name: Befriending & Volunteering Mgr H/C filed: Quality Manual 11.Working with senior staff and officers devise and subsequently maintain a series of KPI’s that inform the work of the department.

12.Working with the Manager to review volunteer and client experiences and evaluate the effectiveness of volunteer projects.

Reward and Recognition

13. To develop and implement recognition structures for volunteers, including certification, reflective learning opportunities and organising social events to recognise the input of all the volunteers.

14. Where possible to nominate projects/ volunteers for local and national recognition awards.

Co-ordination of the Befriending Project 15.To be responsible for the day to day running of the Befriending and the telephone befriending Project. 16.To be responsible for the recruitment, placement, supervision and on-going support of volunteers and service users within the project. 17.To deal with and process all the referrals to the project and carry out risk assessments and match clients with suitable volunteers. 18.To co-ordinate and facilitate the training and regular support meetings for the volunteers supporting the befriending projects. 19.To develop and maintain an administration system to meet the needs of the project. 20.Develop effective and monitoring and evaluation systems for the Project. To devise a database and to record all the relevant information with regard to the referrals and their outcomes.

 To comply with all the policies and procedures of the organisation.  Maintain the quality standards and the evaluation systems for the service.  Conduct an annual feedback of the service and the volunteer activities.  Overall responsibility for the inputting of all the data on the Charity Log

Author: Daksha Chauhan-Keys Rev No. 2 Date: May 2015 Page 3 of 6 Location: S:\Quality Manual\ Organisation\ Personnel\forms\ Job Descriptions Document Name: Befriending & Volunteering Mgr H/C filed: Quality Manual  Prepare reports and assist in the production of leaflets etc required for the Service.

Signed (Postholder):______Date: ______

Signed (Line Manager):______Date: ______

PERSON SPECIFICATION

JOB TITLE: Befriending and Volunteering Manager EXPERIENCE:

ESSENTIAL

1. Minimum of two years experience of providing support to older people/carers or vulnerable adults. 2. Working knowledge of volunteer management 3. Experience of working with volunteers 4. Experience of developing and maintaining policies and procedures for volunteers 5. IT and database Experience 6. Experience of working as part of a team 7. Experience of budget management

Author: Daksha Chauhan-Keys Rev No. 2 Date: May 2015 Page 4 of 6 Location: S:\Quality Manual\ Organisation\ Personnel\forms\ Job Descriptions Document Name: Befriending & Volunteering Mgr H/C filed: Quality Manual SPECIFIC APTITUDES/SKILLS:

1. Strong communication skills (written and verbal) 2. Strong organisational skills 3. Positive attitude, particularly to new tasks and problem solving 4. Highly motivated and enthusiastic 5. Ability to complete tasks with minimum supervision 6. Ability to manage resources efficiently 7. Ability to work under pressure 8. Ability to be tactful and diplomatic 9. Ability to work under own initiative

DESIRABLE

Design and Delivery of briefing/training sessions Research skills Able to travel between sites Prior experience of using Charitylog

Author: Daksha Chauhan-Keys Rev No. 2 Date: May 2015 Page 5 of 6 Location: S:\Quality Manual\ Organisation\ Personnel\forms\ Job Descriptions Document Name: Befriending & Volunteering Mgr H/C filed: Quality Manual Key Competencies to be demonstrated:

 Customer Focus: Treats customers with respect and empathy, ensuring that he/she fully understands their needs. Continuously develops own knowledge of the customer base, using that knowledge to improve customer service.  Team Work: Plays an active role within the team. Works with others to ensure that the overall customer demand is met.  Personal Effectiveness: Plans and manages own time in order to meet current priorities. Adapts working patterns as priorities shift.  Communication: Communicates with the customer in a clear and courteous fashion, taking time to fully explain the process they will be going through. Communicates with a wide range of individuals and organisations. Is able to adapt style of communication to meet the needs of the audience.  Entitlement Focus: Ensure that he/she has collected all the necessary information, double- checking to ensure accuracy. Analyses and interprets customer information both directly and through the team and ensures that customer data is recorded and communicated accurately by Local Service Team.  Leadership: Acts as a role model, motivating people and promoting trust and respect amongst staff.  Manages Performance: Focuses on delivering a high performance. Seeks feedback from others on how he/she is performing and takes steps to address any performance issues as they arise.  Manages Change: Identifies opportunities for improvement and takes steps to plan and implement change.  Manages Resources: Uses resources efficiently and for optimum effectiveness