Services Coordinator

AIMS / PURPOSE OF THE POST

To ensure that services are delivered in accordance with appropriate clinical standards and protocols such as The Survivors Trust, BACP and any specific requirements from the Management Committee, funders and commissioners.

To manage the helpline service by ensuring that the helpline volunteers provide consistent support and an effective service on the helpline. In addition, to be responsible for facilitating the provision of regular supervision sessions, ongoing support and reflective practice, ensuring best practice and assessing the performance of service delivery.

To line manage staff members. Responsible for annual appraisals, ongoing monitoring of performance, identifying and providing relevant training and managing HR issues.

To facilitate the recruitment, induction and training of new staff members.

To identify and organise regular training and personal development opportunities for staff and volunteers.

To oversee marketing activities and the use of social media to promote awareness of Trust House’s services and increase engagement.

To research relevant funding opportunities and produce bespoke grant applications. Identify qualitative and quantitative data and extract relevant information from the database, Lamplight. Produce written progress reports to funders evidencing best practice and using collated data on project progress and outcomes.

To represent the charity with internal and external stakeholders, develop effective working partnerships with statutory, voluntary and other organisations and to undertake external presentations and awareness raising as required.

To undertake administrative responsibilities for the office.

MAIN DUTIES

The Services Coordinator is responsible for the following duties and responsibilities:

•            To coordinate the effective delivery of Trust House’s clinical services;

•            To produce and keep up to date all resources and best practice policies and procedures;

•            To develop and implement The Survivors Trust service standards and procedures and to support all staff and volunteers to work in accordance with these standards as well as the British Association for Counselling and Psychotherapy Ethical Framework;

•             To ensure the availability and performance of the required hardware, software, and other tools to support the organisation’s IT requirements;

•            To establish and manage effective internal communication processes and on-going feedback opportunities to provide a supportive and responsive infrastructure;

•            To line manage and support staff members and student interns;

•            To identify and organise the provision of external training and personal development opportunities for staff and volunteers;

•             To facilitate the recruitment, induction and training of staff members;

•             To represent Trust House as appropriate: in meetings with stakeholder agencies; and as required deliver presentations and support awareness raising activities;

•             To manage all marketing activities and the use of social media to promote awareness of Trust House’s services and increase engagement including keeping the website up to date.

•             To support the CEO with fundraising activities including researching relevant funding opportunities and completing grant applications.

Helpline management -

•             To manage and ensure the provision of an effective, efficient and professional helpline for service users;

•             To manage the helpline team, including providing ongoing support, regular supervision and reflective practice;

•             To ensure quality assurance for the data entry and case recording of helpline calls on the Lamplight database;

•             To track and monitor service metrics to identify areas for improvement;

This job description is a guide to the tasks of the Services Coordinator only. The post-holder is required to undertake such other tasks as are reasonably requested by the CEO and Management Committee.