Head of Retail Information and Recruitment Pack September 2016 Head of Retail • Introduction

Head of Retail Information and Recruitment Pack September 2016 Head of Retail • Introduction ...... 3 • About Martin House ...... 4 • Our Strategic Goals ...... 4 • Key Facts ...... 4 • Our Services ...... 5 • Our Facilities ...... 5 • Our People ...... 6 - 7 • Retail Team Structure ...... 7 • Collaboration, Education and Research ...... 8 • Governance ...... 8 • Location ...... 8 • Financial Information ...... 9 • Job Description ...... 10 - 11 • Person Speciﬁcation ...... 12 - 13 • Main Beneﬁts, Terms & Conditions ...... 13 • How to Apply ...... 14 Introduction

Thank you for your interest in the post of Head of Retail at Martin House. We hope you ﬁnd all the information you need in this pack, or on our website (www.martinhouse.org.uk) to help you decide if you are the right person for this exciting new role, but, if not, please don’t hesitate to get in touch.

Martin House is a very special organisation delivering a much-valued service to children and young people with life-limiting conditions, and their families, from across West, North and East Yorkshire and the Humber. Purpose-built and set in six acres of beautiful gardens, in a beautiful part of the county, the hospice is a place of refuge and comfort. Opened in 1987, when it was just the second children’s hospice in the UK (probably the world), Martin House now has a regional, national and international reputation for excellence and innovation in children’s and young people’s palliative care. Martin House is widely known throughout this region and is held in deep affection by many thousands of ordinary people and their communities.

It is truly a privilege to work here.

All our care is free of charge to the families we support but, of course, it isn’t free to provide, and most of it is funded through the generosity of the communities we operate. In the last ﬁnancial year, it cost over £6 million to run Martin House – over £16,000 a day.

Having just opened our twelfth outlet, we are about to embark on an ambitious and exciting period for our retail operation following a major review of our operations over the last few months. We are now seeking a Head of Retail who can take our retail function to the next level. The Head of Retail, which is a new post, will lead delivery of our new retail strategy, which will include signiﬁcant growth and development and will, we hope, lead to a substantial increase in the level of income from our shops over the next 3-5 years.

We are seeking an experienced retail professional with strong management skills, strategic vision, enterprise and innovation, plus commitment and enthusiasm. But, importantly, we are also seeking someone who genuinely shares the values of Martin House and who will really thrive in this key role.

If you wish to know more, please don’t hesitate to contact Jodie Shepherd, Director of Fundraising or myself. You can do that by emailing [email protected] or [email protected] or by phoning Martin House on 01937 845045.

Thank you,

Angela Monaghan, Chief Executive

3 About Martin House Martin House is a hospice for children and young people based in Boston Spa, near Wetherby in West Yorkshire. The hospice was established in 1987 and was the second children’s hospice in the UK. We have a national and international reputation for excellence in children’s and young people’s palliative care. Our Vision Our vision is that every child and young person has access to palliative care when and where they need it. Our Mission Our mission is to help children and young people with a life-limiting condition, along with their families, to live well and fully, offering the best possible end of life care and support to the family in bereavement. OurValues • Being child and family focused • Listening to and valuing each other • Delivering high standards in everything we do • Being ﬂexible, responsive, open and honest • Working holistically and in collaboration with others • Being dedicated, compassionate and caring Our Strategic Goals Our strategic goals are to: Deliver and enable the highest quality palliative care that meets the needs of all children and young people • and their families in Yorkshire and the Humber. Recruit, support and develop a workforce that has the capacity, skills and values to deliver • the Martin House mission and vision. Ensure we have the resources we need to deliver our vision and mission and operate efﬁciently. • Ensure high quality and effective ways of working, in line with our values. • Deliver, support and promote education, research, awareness raising and innovation to enable the • development of children’s and young people’s palliative care.

Our Strategic Plan 2015-18 sets out our current strategic objectives and priority activities and can be accessed on our website - http://www.martinhouse.org.uk/About-Us/News-Updates/Strategic-Plan-2015-2018 Key Facts During the period 2015-16, we: provided care to 429 children and young people; • provided bereavement care to 147 families; • delivered 3,286 nights’ care for life-limited children and young people in the hospice (1,843 in Martin House • and 1,443 in Whitby Lodge); provided 2,322 overnight stays for parents, 1,550 overnight stays for siblings and 348 overnight stays for • others of life-limited children and young people; delivered 590 episodes (2,266 hours) of care at home and bereavement support; • provided 410 episodes (530 hours) of psychological care to children and families; and • delivered 140 episodes (515 hours) of care in other settings; and • provided 123 episodes (460 hours) of day care. Sadly, 63• of the children and young people we were caring for died during 2015/16. 4 Our Services

As at 30 April 2016 we were actively caring for 339 children, young people and their families at any one time, plus providing bereavement support to around a further 104 families. The care we provide is very personal and built around each individual child and member of their family. We take referrals for children and young people up to the age of 19 and offer care from the point of diagnosis up to death, however long that may be. For some families this may be a few hours, days or months; for others it may be many years. And we are there for families after their child has died. The services we provide include planned (respite) care, symptom management, nursing and practical care, psychological, emotional and spiritual support, music, art and play therapy plus end of life care and bereavement support. We deliver much of the care from the hospice, but also offer care and support in families’ own homes and other community settings. Over the past 29 years, our services have developed considerably and we are committed to continuing this development in order to meet the changing needs of the children and families. The main developments in terms of services include: Community care and support • Bereavement support • Parents’ and sibling groups plus other support groups • The appointment of our own consultant in paediatric palliative medicine • Introduction of a clinical psychologist • Music and art therapy • Complementary therapies We offer • a well-informed choice of options as death approaches and seek to offer the best possible end of life care. This is followed by support for the whole family in their bereavement with the ultimate aim of a new normality for them all, independent of our involvement, in which their child’s life is always valued. Martin House is dedicated to providing, free of charge, a family-centred, flexible and responsive service to children and young people with a life-limiting illness living across West, North and East Yorkshire. We are guided by our core philosophy that the families we care for, and their choices, must be placed first in all our policies and care provision. We listen to, respect and value each member of the family as individuals with their own needs. The key to the fulfilment of our philosophy is flexibility - in delivery of care, in working arrangements and in attitudes to job content. By this approach we hope to help the children, young people and their families achieve a better quality of life, according to their wishes. The families we care for come from diverse backgrounds. We endeavour to recognise this diversity and acknowledge their individual cultures and beliefs in the experience they bring and the care they choose. Our Facilities Martin House is a purpose-built hospice that has been added to and adapted since it was first established in 1987. In the original building, Martin House, there are nine bedrooms where younger children and families stay. In Whitby Lodge, an adjacent building for teenagers and young adults added in 2002, there are six bedrooms with en-suite bathrooms. All bedrooms are equipped to a high standard. We also have three ‘little rooms’ (cool rooms) where children and young people can stay after they have died. Parents, grandparents, siblings and other family members are encouraged to stay and we have nine recently refurbished family bedrooms, plus a family sitting room and kitchen, to enable this. Inside the hospice our facilities include a multi-sensory room, Jacuzzi, library, IT suites, playroom, music room and recording studio. Outside, in the lovely six acres of gardens, we have a wide range of specialist and general play equipment and a beautiful chapel hidden away in the grounds. We have continuously made improvements and additions to our facilities, including: En-suite facilities for the families (1998) • A purpose built facility for teenagers and young adults - Whitby Lodge (2002) • A number of extensions and refurbishments, including new fundraising offices, a new reception and a linked • walkway to the teenage unit (2011) • A new, high-tech social centre, the Den, in Whitby Lodge (2014) • A new fundraising entrance and lift (2014) • Upgraded our outdoor play facilities (2016) 5 Our People

We currently employ 166 staff (129 FTE). We also have 300 regular volunteers, who support a wide range of Our retail team based at Martin House, currently comprises of a Retail and Development Manager and an Assistant activities within the hospice, in our shops and with fundraising. Retail and Development Manager, who are responsible for developing and managing our growing network of 12 shops. These are located in Acomb, Boston Spa, Garforth, Harrogate, Headingley, Ilkley, Selby, Shipley, Skipton, Wetherby and Yeadon. We also have a Furniture Warehouse and Showroom on the Thorp Arch trading estate where The Strategic Management Team comprises the Chief Executive, Director of Clinical Services, Medical our warehouse team/drivers are based. Director, Director of Fundraising, Finance Manager, HR Manager and Facilities and IT Manager. Our outline The new retail team structure is shown in the diagram below. The new Head of Retail post will work closely with the management structure is shown in the diagram below. Director of Fundraising and report directly to the CEO.

Board of Trustees

Board Committees

Chief Executive PA to CEO

Medical Director/ Director of Director of Head of IT & Facilities Clinical Services Constultant in Paediatric HR Manager Finance Manager Pallative Medicine Fundraising Retail Manager

PA Consultant Retail Medical Marketing Fundraising HR Finance & Doctor Secretary Manager Team & Comms Team & shops Team Team Chef

Clinical Consultant Deputy Maintenance, Chaplain Community Housekeeping Practice Clinical Directors Team Leader IT Team Educators Psychologist of Care & Reception Teams

Care Bereavement Community Team Leaders Team Team

Care Team Care Team Art & Music Nurses Members Therapists

We have a highly skilled, multidisciplinary care team. There is full 24-hour medical cover of Martin House provided by experienced doctors, including two part-time Consultants in Paediatric Palliative Medicine, who provide support and advice to children and their families throughout the region and also to professionals who are involved with children with palliative and complex care needs. Our care team includes nurses on We have a facilities team comprising our housekeepers, reception, maintenance and IT support staff, plus a small each shift, along with other team members with varied skills and experience who can ensure that all the HR, administration and ﬁnance team based in Whitby Lodge. needs of the child can be met. These include music therapists and artists in residence. We also employ two Clinical Practice Educators and a Consultant Clinical Psychologist. We have an exceptional team of 300 regular volunteers who deliver essential support across the hospice, We have an energetic and successful fundraising team comprising 11.6 WTE who are all based at including reception, maintenance, administration, fundraising, driving and of course our network of shops. We do not Martin House. In addition to the Director of Fundraising, this currently comprises two corporate fundraisers, currently use volunteers to provide direct care but have plans to expand our use of volunteers in future. Our HR two community fundraisers, two events fundraisers, a fundraiser responsible for Centre Stage, legacies and Manager is responsible for volunteer development and we run a volunteer forum to engage our volunteers in the trusts, an ofﬁce manager who also manages our lottery, three fundraising administrators and two accounts strategic development of the hospice. administrators.

Within the income generation team, there is also a small marketing and communications team, comprising a Marketing and Communications Manager and an Assistant, who are responsible for fundraising materials, corporate communications, media relations, social media, website development and internal communications.

6 Our People (Continued)

Our retail team based at Martin House, currently comprises of a Retail and Development Manager and an Assistant Retail and Development Manager, who are responsible for developing and managing our growing network of 12 shops. These are located in Acomb, Boston Spa, Garforth, Harrogate, Headingley, Ilkley, Selby, Shipley, Skipton, Wetherby and Yeadon. We also have a Furniture Warehouse and Showroom on the Thorp Arch trading estate where our warehouse team/drivers are based.

The new retail team structure is shown in the diagram below. The new Head of Retail post will work closely with the Director of Fundraising and report directly to the CEO.

Retail Team Structure

Head of Retail

Retail & Development Manager

Assistant Retail & Development Manager

Acomb Boston Spa Garforth Harrogate Headingley Ilkley Selby Shipley Skipton Warehouse Wetherby Yeadon Thorp Arch

7 Collaboration

Martin House has a strong commitment to collaboration. It is a leading member of the Yorkshire and Humber Children and Young People’s Palliative Care Network, is leading regional work on transition to adult services for young people with life-limiting conditions, and is leading collaboration around education and research, both regionally and nationally. Education Education, training and development, both internally and externally, are important to the philosophy and growth of Martin House. We work closely with the specialist paediatric units and children’s community teams across the region, accommodate medical and nursing student placements at Martin House and provide input to courses at Bradford University on palliative care related subjects. We are working closely with other children’s hospices and palliative care providers across the region to develop a common programme of clinical education in support of children’s palliative care.

We host international visitors and contribute to the development of children’s palliative care internationally through visits, speaking engagements, and contributions to international conferences. Research Martin House has been supporting children’s palliative care research for many years and is a research-active organisation. We have funded and published a number of important pieces of research and evaluation over the last few years, including a regional evaluation “Supporting Children with Life-Limiting Conditions and their Families” in April 2014.

We are currently funding a research assistant in children’s palliative care for Lorna Fraser at the University of York Health Sciences Unit and a PhD student in children’s palliative care, also with the University of York. We also have plans to open a dedicated research centre in partnership with the University of York in 2017.

Our Consultant Clinical Psychologist, Dr Jan Aldridge, is a member of the national research committee hosted jointly by Together for Short Lives and the Association of Paediatric Palliative Medicine and also the elected representative for Western Europe on the ICPCN`s Scientiﬁc committee. Governance Martin House Children’s Hospice is a registered charity and company limited by guarantee. The Board of Trustees is responsible for the governance of the organisation. Responsibility for the management, development and monitoring of Martin House services rests with the Strategic Management Team led by the Chief Executive.

The Board meets quarterly and has three committees: Finance and Resources, Clinical Effectiveness and Research, which also meet quarterly. Martin House is regulated externally by a number of statutory bodies, including the Care Quality Commission and Charity Commission. Location Martin House is set in six acres of land on the outskirts of the historic villages of Clifford and Boston Spa, near Wetherby in West Yorkshire. It is served by local buses and road links to the nearby cities and towns of Leeds, Bradford, Harrogate and York, as well as being within three miles of national motorway links. Main line train stations are close by in Leeds and York and Leeds/Bradford airport is thirty-ﬁve minutes away.

8 Financial Information

It costs £6 million a year at present to run Martin House - that’s about £16,000 a day. Around 16% of our total income comes from the NHS and other statutory sources; the remainder comes from voluntary donations, income from shops, legacies and investment income. We currently have investment reserves of around £15.5m plus other reserves of around £2m. This is in line with our current investment and reserves policies.

A copy of our 2015/16 Annual Report and Accounts is available on the Martin House website or Charity Commission website at http://www.charitycommission.gov.uk/ﬁnd-charities/.

Our Strategic Plan 2015-18 has set out an ambitious programme of development that will require both expenditure and income to grow over the next few years. To support this, the Trustees have agreed a strategic ﬁnancial plan that will see us operate an annual budget deﬁcit for the next 3 years whilst growing our income base.

2015/16 INCOME Donations - individuals £555,263 Donations - corporate £363,882 Donations - community £651,707 Total donations £1,570,852 ...... 25% Trust funding £235,448 ...... 4% Legacy income £1,374,335 ...... 22% Gross income from shops £899,191 ...... 14% Net income from shops £221,911 Gross income from events £497,265 ...... 8% Gross lottery income £138,572 ...... 2% Statutory funding £1,005,888 ...... 16% Investment & Other Income £530,940 ...... 9% £6,252,491

10 OurJob Description Strategic Goals

JOB TITLE: Head of Retail Work with the HR team to ensure the effective involvement, support and development of volunteers across the RESPONSIBLE TO: Chief Executive • retail operation. DIRECT REPORTS: Retail Manager • Manage complaints and compliments and provide reports as required. HOURS OF WORK: 35 hours per week – some evening and weekend working required Ensure that Martin House meets all relevant statutory requirements and industry standards in relation to retail • operations, including, but not conﬁned to the Charity Commission, the Charity Retail Association and HMRC. SALARY: £38,875 to £41,482, dependent on experience A higher salary may be available for an exceptional candidate Network and collaborate with other organisations whose aim is to support children and young people’s palliative • care and promote a collaborative approach wherever possible, in the interests of Martin House.

Advise the Chief Executive and Trustees on all matters relating to retail. OVERALL PURPOSE OF ROLE: • To develop, implement and lead the retail strategy for Martin House and enable Martin House to secure the resources Strategic Management required to deliver its strategic objectives, both now and in the future. • Develop and maintain a culture that embeds the values of Martin House. Lead the development and implementation of the retail strategy. MAIN DUTIES AND RESPONSIBILITIES • Support and lead change management. Retail Strategy • Support strong ﬁnancial management and accountability for Martin House. Lead the development and implementation of a retail strategy that enables Martin House to meet its strategic • • objectives. Through one’s own behaviour and leadership, promote positive relationships, collaboration and effective team • working across Martin House. Hold all staff and volunteers in positive regards and foster a culture of respect and Identify opportunities for improvement in the existing retail operation and identify new opportunities to develop consideration between all members of the Martin House team. • retail activity including the appraisal of new retail locations and logistical support. • Effectively manage the retail budget, as agreed through the annual budgeting process. Professional Development • Effectively lead, inspire, develop and line manage the Retail Manager(s) to enable them to achieve their objectives. • Lead and contribute to a culture of continual improvement across Martin House. Lead the preparation of annual operational plans and budgets for retail, to support the delivery of strategic Take responsibility for the professional development of the retail management team, in line with the Martin House • objectives. • organisational development policy.

Act as an ambassador for Martin House, including but not conﬁned to attending Martin House events, attending Ensure that all direct line reports receive effective induction on appointment, followed by regular supervision and an • networking events and conferences. • effective annual appraisal. • Ensure promotion and protection of the Martin House values and brand. • Lead regular team meetings plus other staff and volunteer development events. To work collaboratively with other teams (eg fundraising and marketing) to ensure Take responsibility for one’s own professional development and attend conferences, training, networking and other • opportunities for cross-selling and awareness raising are maximised. • events as appropriate.

Set clear, ambitious, measurable targets for retail operations, making Attend all mandatory training required by Martin House. • effective use of benchmarking and industry standards. • Participate in an annual appraisal and 6-monthly review with the Chief Executive. Develop and deliver effective methods of quality assurance and • • quality improvement for all retail activity and promote the highest Other standards of practice. Any other reasonable duties as may reasonably be required by the Chief Executive. Develop and deliver effect performance monitoring reports on • • retail activity on a regular basis, for SMT, Trustees and others as This role proﬁle will be reviewed in consultation with the post holder in light of on-going and changing required. organisational• needs and will form the basis for performance appraisal.

Develop business cases for new developments and • outlets within retail, in line with Martin House policies EQUALITY STATEMENT: on use of resources. Martin House is committed to providing care and improving services irrespective of race, ethnicity, disability, gender, Develop and review relevant policies and procedures to ensure religion or belief, age, marital status, or sexual orientation. safe,• effective practice and ensure compliance with all relevant policies and procedures across the retail teams. Job Description (Continued)

11 CollaborationPerson Speciﬁcation

Head of Retail

REQUIREMENT ESSENTIAL DESIRABLE

Education and Good standard of general education Degree level or equivalent in management Qualiﬁcations • Evidence of continuing professional • • development

Strategic skills Experience, • Experience of working with and/or being Skills, • Experience of developing, managing and accountable to a Board of Trustees. Knowledge driving strategic retail business plans at a Experience of working with volunteers. senior level in commercial or charity and Abilities • Knowledge and experience of hospices settings. • and/or children’s palliative care. Ability to spot developments in the external • environment and proactively plan to take advantage of opportunities or deal with challenges.

Financial skills Experience of producing budgets and • strong ﬁnancial management skills.

Retail management skills Signiﬁcant track record of successful • managing a number of retail shop outlets. Ability to understand, exhibit and implement • excellent standards of customer care. Ability to identify and deliver opportunities • for growth in trading activities.

People management/Change management skills Experience of working successfully in • multi-disciplinary teams. Experience of leading teams through • growth and change, with proven ability to inspire and motivate individuals and teams through change.

Practical skills Strong operational and project • management skills. Excellent verbal communication and • presentation skills. Good IT skills. • Excellent writing skills • Evidence of an intellectually agile approach • to work. Experience of working with quality • assurance and quality improvement programmes. Demonstrable ability to undertake complex • structured analysis to support effective decisions. 12 Person Speciﬁcation (Continued)

REQUIREMENT ESSENTIAL DESIRABLE

Attributes A strong commitment to the values of • Martin House. Resilience and able to work under pressure. • Enthusiasm for and commitment to the • mission of Martin House. Experience of working with and/or being Able and willing to work flexibly, including • accountable to a Board of Trustees. • some evenings and weekends. Experience of working with volunteers. Ability to travel to events and meetings, • Knowledge and experience of hospices • locally, regionally and nationally, including • and/or children’s palliative care. out of normal office hours. A willingness and ability to operate in an • open, honest, flexible way and at ease with being accountable.

Main Beneﬁts, Terms and Conditions

Annual leave: the annual leave entitlement for a 35 hour a week post is 32 days per annum plus bank/public holidays. Childcare Voucher Scheme: Martin House offers a childcare voucher scheme. Employee Assistance Programme: all staff and their families are eligible to access a free and conﬁdential employee assistance programme offering support, information and counselling. Healthcare Scheme: staff can access the SimplyHealth healthcare scheme at discounted rates. Life Assurance: all staff have death in service cover of 2 years’ salary. Lunch and drinks: all staff and volunteers at Martin House can access lunch and drinks at no charge when working at the hospice. Notice Period: 3 months Parking: all staff and volunteers can park for free at Martin House. Pension: The Martin House stakeholder pension scheme currently has employee contributions of 2.5% and employer contributions of 4.25%. Staff joining Martin House from the NHS may continue with their NHS pension. Sabbaticals: The Trustees of Martin House currently have a policy of offering staff a 2-week sabbatical after each 10 years of service. This is a discretionary beneﬁt. DBS: appointment is subject to a successful Disclosure and Barring Check.

13 How to apply

If you are interested in this position, please complete an application form, referring to the job description and person speciﬁcation, available on our website or contact Ken McDougall or Rachel Sherbourne at Martin House, Grove Road, Boston Spa, Wetherby, West Yorkshire, LS23 6TX or by telephone on 01937 845045.

The closing date for applications is Monday 29 September 2016 at 12 noon. Email applications should be sent to [email protected]

Interviews will take place on Wednesday 12 October 2016. We try to keep our postage costs down so if you have not heard from us by Friday 30 September 2016 please assume your application has been unsuccessful on this occasion.

“I love coming to Martin House because I meet people who are in the same boat. We don’t need to talk about it all the time, we just get on with living and having fun. Living with a life-shortening illness messes with all of you - not just your body but your head as well. You look after all of us. I also like the way you look after our families. That’s partly why it’s here I want to be at the end of my life, because “We, as a family, all feel so happy when we enter the I know how well you will look after my family.” hospice and all start to relax immediately. We know Young person from Martin House. that our daughter is happy at the hospice too as she knows the staff and the environment. She wakes many times in the night and during her stays at the hospice my husband and I get a chance to get a good night’s sleep, knowing that our daughter is cared for by a dedicated team who know her and her medications and needs so well. The hospice is a lifeline for us.” Parent A letter from an 11 year old bereaved sibling received in January this year:

“I am writing to thank you for all the help and support you have given me and my family. Throughout the years when my brother came to Martin House, we always felt welcome and relaxed in the house. Two years ago, when my brother died, you helped me to understand that it was okay to express my feelings. You gave me the conﬁdence to face life and tell everyone what it is like. Inside this letter I have enclosed half of “It takes courage to walk through the door of my Christmas money, just as a little way Martin House that ﬁrst time. It’s hard to know what to to say thank you for everything.” expect; but once through the door you realise what an exceptional, caring place it is. It is hard to put into words - you just feel its specialness. People really listen to what you want. You matter. Martin House was alongside us all the way, supporting and helping us, practically and emotionally, right up to the day our son died - and beyond. If Martin House could bottle what they do and share it, the world would be a better place for sick children and their families.” Martin House Children’s Hospice, Grove Road, Parent Boston Spa, Wetherby West Yorkshire, LS23 6TX Tel: 01937 845045 [email protected] www.martinhouse.org.uk

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