JOB TITLE:
Service Manager – Residential Befriending Scheme
DIRECTORATE:
Operations Directorate
REPORTS TO (JOB TITLE):
Locality Manager
JOB PURPOSE
To deliver practical support through the power of volunteering so older people can live the life they want.
- To take the lead on this new service which aims to work in partnership with residential care providers
and older people to help raise the standard of residential services for vulnerable adults, predominantly
older people.
- To liaise with external partner organisations eg residential care providers, health and social care
agencies, to better take into account the views and concerns of older people through observation,
feedback and consultation with older people through groups of specialist volunteers.
-The focus will be on practical issues with the emphasis upon dignity, choice and quality of life.
-To work with internal colleagues to ensure that the service is delivered in line with Royal Voluntary
Service’s brand values and guidance.
-To provide management direction and support to the Volunteer Recruitment and Development Coordinator whose role will be to recruit and train appropriate volunteers to the project which will
operate in a residential care setting.
-Once the service is established, the Service Manager will continue to manage appropriate levels of
volunteer recruitment and retention to reflect the needs of the service.
-To establish and run a Project Board to meet 3 times a year for the duration of the project (4 years)
-To develop a sustainability plan to enable the work of the project to continue at the end of the funding
period.
-To support the Locality Manager in developing the ‘reach’ of Royal Voluntary Service services by taking
initiatives to support more older people through the work of volunteers.
-To ensure that the Locality Manager is appraised of all aspects of Royal Voluntary Service work in the
locality and provide information regarding progress against agreed targets.
CONTEXT
Wherever possible, volunteers should be involved in carrying out the functions listed here (and others), and the
Service Manager must ensure that all such delegation is carried out in accordance with the relevant standards.
To co-ordinate service related activities to ensure that services for older people are consistently high quality and
innovative.
To work as part of a team to ensure that all service users receive high quality services that are delivered on time
and in accordance with their identified individual outcomes.
Ensure services are delivered in line with Royal Voluntary Service’s standards and best practice frameworks to
ensure continuity of service excellence for our service users, including regular monitoring and evaluation of
activities.
To establish and maintain effective mechanisms to handle day to day queries from service users, external partners,
professionals, members of the public, staff and volunteers providing information support or signposting as
necessary.
Establish and maintain suitably skilled teams of volunteers* who are fully equipped to help older people.
(nb* In some Royal Voluntary Service services, there will be greater emphasis on staff management.)
ACCOUNTABILITIES
KEY PERFORMANCE INDICATORS
People
1. Ensure that everyone who volunteers for or is
employed by Royal Voluntary Service is kept
informed about the charity and about national and
local developments.
2. Optimise the volunteers’ experience of their work
with Royal Voluntary Service– find out what more
each individual could do to help our service users
and to improve their experience as a volunteer.
Discuss (with volunteers and the Locality
Manager) ideas to develop new functions for
volunteers to take on .
3. Check on the reasons why volunteers leave Royal
Voluntary Service and take any appropriate
remedial action.
4. Organise teams of volunteers to undertake
volunteer recruitment activity.
5. Ensure volunteers organise their own social
functions, involving past volunteers via the Royal
Voluntary Service Network.
Safeguarding
Responsible for ensuring that the local Service team is fully
aware of compliance disciplines and act appropriately to
safeguard the organization, its customers, employees,
volunteers and trustees
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% Volunteer hours utilised
Survey measures of employee/volunteer
engagement and satisfaction
Employee turnover and volunteer attrition
rates
Number of safeguarding incidents
Leadership
Responsible for living the brand values and instilling them
into all areas of Royal Voluntary Service activity creating
motivated, dynamic employees and volunteers .
Operational performance
Ensure the timely and accurate input of data onto the
OHIO or EPoS management information system (as
appropriate) and produce standard and ad hoc reports as
required.
Prepare documents, letters and forms using Microsoft
office package
CHALLENGE & CREATIVITY / DECISION-MAKING
This is a people-management role, which requires very effective interpersonal skills, to co-ordinate the work of
others while maintaining their commitment and enthusiasm. Candidates must be able to select the right priorities
and to manage conflicting pressures on their own time.
Analytical skills:
Good at solving day to day problems making practical decisions regarding competing demands and available
resource.
Good project management skills and computer literacy are required
Integrity:
Able to demonstrate impartiality, integrity and objectivity in arriving at decisions, having identified and considered a
range of options before resolving issues.
Professional credibility:
Understands fully their area of responsibility and those of others in their field. Willing to share ideas and contribute
to the development of new ways of working. Will constantly look for ways to improve services to the customer.
Working with others:
Able to work well with others and engage volunteers and customers. Able to identify and resolve issues in order to
minimise conflict.
Communications:
A good communicator both orally and in writing. Able to deal with day to day service related issues; able to gain the
trust of the team to achieve successful outcomes.
Approach to work:
Self motivated and able to work on own initiative. A track record of delivering in the area of quality and customer
service. Enthusiastic about delivering excellent quality customer service.
KNOWLEDGE, SKILLS & EXPERIENCE
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Ideally, experience of working in health or social care
Demonstrable understanding of the issues facing older people
Experience at first line/operational management
Previous experience working with volunteers
Proven leadership & management/motivational skills
Proven track record of good relationship building