Outreach Service Manager

Causeway supports marginalised and vulnerable people to recover from trauma and develop safe and fulfilling futures. Our modern slavery and crime reduction services include safe houses, outreach, community programmes, holistic crisis interventions and signposting into counselling, training and employment. We drive change nationally through research, campaigning and strategic partnerships. Causeway’s four crime reduction services provide crime and violence reduction programmes for those committed to breaking their cycle of criminality. Our trauma-informed approach to supporting those who commit crime has proved successful in reducing rates of reoffending, which not only benefits the individuals involved, but reduces the number of victims and creates a safer society for all.

How this role fits into the vision and objectives of Causeway

We currently have an exciting opportunity for a Service Manager focusing on our Outreach support across the Northwest. This purpose of this role is to manage and maintain high levels of service delivery. You will directly oversee four Coordinators. You will work with those Coordinators to ensure that; contractual KPI's are met, clients are supported effectively, staff are developed, and internal process and procedures are followed, to a high standard. Where required, you will also play a role in implementing service and system improvements

Responsibilities

• Oversight, line management, and support of Coordinators, incl. effective supervisions and yearly appraisals.
• Ensure all KPIs and service standards are met by staff incl. referrals, exits, paperwork submission.
• Use baseline, checklists, quality control and other systems to monitor and support effective service delivery.
• Ensure staff effectively carry out their roles, as per their job description.
• Manage service user or external complaints with the support of Senior Service Manager.
• Work with the other Service Managers, and all stakeholders to use, support and develop appropriate systems and processes, to ensure that services function effectively.
• Ensure all service users are being supported effectively, and assist Coordinators with problem-solving and managing incidents/safeguarding issues, where necessary
• Work in partnership with Safeguarding lead
• Ensure all staff are supported and managed effectively, incl. ensuring annual-leave/sickness/TOIL procedure is followed by Coordinators.
• Ensure appropriate lone-working safety procedures are implemented and developed ere required.
• Ensure all month-end procedure is followed by staff, and information submitted effectively.
• Oversight and regular monitoring of CMS (client-management-system).
• Maintain and develop local services and agency links, attending suitable networking meetings as requested.
• Attend relevant team meetings – incl. management meetings, and local team meetings.
• Communicate with the Salvation Army team where necessary.
• Work alongside P&C team to support Coordinators in managing or problem-solving any HR-related issues.
• Assist in developing and delivering training for staff.
• Communicating with the finance team appropriately with regards to month-end, financial requirements for the local services, and problem-solving.
• Sign off expenses and spend in-line with expenses policy.
• Oversight of staff and on-call rotas.
• Following all Causeway policies and procedures, and bringing insight into policy and procedural development.
• Take a role in supporting volunteers in the region, when required.
• To be ‘on-call’, out of hours approximately one week in four - managing and accepting referrals, and dealing with out-of-hours incidents.
• Oversee other services or a team in the absence of Coordinator (ie. Holiday or sickness).
• To maintain and build the Causeway culture and values across the staff team in the region.
• To promote the work of Causeway this may include; attending fundraising events, conferences, speaking.