Date : June 2014
Job title: CC Guest Support Coordinator Department: Client Services
Team: Crisis At Christmas Job holder: Christmas Post
Reporting to: Deputy Head of Crisis at Christmas
Aim

Increase guest participation with the services on offer to help achieve CC’s aim of providing meaningful routes into year-round services.
Dimensions

Work within the CC Services team at the Crisis offices.

Required to liaise with the homelessness sector, service volunteers and other external organisations.

The post-holder will re-locate to the Crisis warehouse at the appropriate point in the run up to CC.
Circumstances

35 hours per week (temporary contract from 1 September 2014 to 27 March 2015)

The role will require some out of hours working in November and December, including some weekends and evenings, to cover training and volunteer briefings, and the period 23-30 December when the CC centres are open. Crisis has a TOIL policy.
Salary
 £26,250 per annum pro rata
Principal accountabilities

To research and develop new approaches to increase guest participation with the services on offer to help achieve CC’s aim of providing meaningful routes into yearround services.

To coordinate the production of appropriate and accessible signage and printed materials enabling all CC guests to engage meaningfully with services across all centres.

To support the Deputy Head of Crisis at Christmas to work closely with the rest of the homelessness sector to promote the services on offer at CC and coordinate appropriate referrals in and out of Crisis at Christmas.

To liaise with Senior Volunteers and the Operations Centre to coordinate referrals in and out of Crisis at Christmas.


To update the content relating to the services on offer to CC guests on the on-line
Crisis Community and Crisis website.

To work in conjunction with the Deputy Head of Crisis at Christmas to effectively monitor and evaluate the impact of services on CC guests.

To lead the training and support of Service Liaison Volunteers.

To update relevant materials such as the Crisis Card and year-round healthcare services info sheets

To take ownership of all administrative tasks relating to the planning and delivery of these accountabilities.

To help with close-down of Services, Activities and Entertainments in CC centres on
29, 30 & 31 December

To complete a handover report regarding CC2014 in preparation for CC2015.
Person specification
Essential Specialist Skills:

An in-depth understanding of the barriers faced by homeless and vulnerably housed adults in accessing services and how to overcome these barriers.

Proven experience of project coordination within a voluntary organisation or company.

A solution-oriented approach to problems
Essential
1. Excellent interpersonal skills to confidently establish, manage and maintain relationships with a wide range of stakeholders
2. Experience of motivating and supporting volunteers in an office environment
3. Experience of customer service, particularly over the telephone and email
4. Good attention to detail and ability to process data accurately
5. Strong IT skills and demonstrable ability to adapt to new systems
6. Effective organisational skills with the ability to prioritise tasks and work to tight deadlines
7. Able to work effectively in a highly pressurised environment
8. Experience of working on own initiative and as part of a team including demonstrating a flexible approach to support overall team objectives.
9. A demonstrable understanding of homeless issues and the needs of homeless people
Desirable
1. Volunteered at Crisis At Christmas in the past
2. Experience of using social media as an engagement tool
3. Experience of generating and managing online content
4. Experience of proof reading and preparing copy for publicity purposes
Special Requirements
Available to work unsociable hours in the run up to CC and over the Christmas period from
21 to 31 December.