We are seeking an experienced client services Manager to manage the work that we do with some of the most vulnerable people in our society.
Summary of Role
The Rapha Services Manager will work within the parameters outlined in Bethel’s Strategic Plan collaborating in partnership with local groups, consortium and charities. Responsible for recruiting and managing a team of paid staff and volunteers, accurate record-keeping of the progress of the project and outcomes for clients, reporting to funders, as well as engaging with partners and developing new strategic links across the city.
The role will include preparing reports and statistics and ensuring the future sustainability of the project. To raise awareness of the work of the project and its profile, to ensure clients’ voices are heard and listened to and their needs appreciated at strategic levels. A person with good communication skills and development experience in a community engagement or social care/health environment would be best suited to this position.
DUTIES and RESPONSIBILITIES
Leadership and Management
- To manage the Rapha listening service for people with needs local communities across Birmingham as well as those referred from other agencies. This will involve the recruitment and training of a team of volunteers or interns who will become “listeners”. To manage any issues that may arise and signpost people, as necessary, to specialist agencies.
- To work closely with Bethel’s partner organisation, to develop and maintain a presence across the City,
- Provide high quality line management to the Rapha team, motivating and inspiring them to achieve our objectives through clear communication and regular reviews;
- Work with the CEO and senior managers to develop and implement the strategic/annual plan
- To establish a healthy-living project to provide health-focused activities especially for people who are isolated, vulnerable or at risk of mental health problems and to recruit volunteers/interns to help run these.
- To be responsible for assessing each beneficiary referred to the projects (including self-referrals), for making decisions about appropriate support for each and for ensuring that service delivery is implemented efficiently.
- To establish referral pathways, liaising with other agencies and provide support for their service users, who may require mental health support and/or healthy-living activities.
- Work closely with the Volunteer Co-ordinator to ensure best possible outcome for clients and volunteers
Networking and Partnerships
- To liaise and communicate with health and social care professionals providing health support to the client group (isolated and vulnerable people and those at risk of mental health problems), as appropriate.
- To liaise and network with a variety of voluntary and statutory agencies, to ensure that partnerships are sound, referrals are appropriate and that the voice of the project is heard across the city.
- To advertise and promote the projects amongst professionals and agencies who are likely to refer new clients.
Monitoring and Evaluation
- To keep accurate records, the expenditure of projects, feeding this back to the Operations Manager on a regular basis.
- To keep accurate records of the beneficiaries of projects, ensuring that monitoring of their progress is carried out and recorded and that statistics are reported to funders as required, as well as making it available to the management committee.
- To report regularly in writing on the progress of the projects to the Bethel Board.
Quality and Compliance
- Ensure the highest quality service to the Rapha clients and volunteers, and in line with contractual requirements.
- Ensure effective use of Lamplight to collate, analysis and use data to inform and drive performance
- Ensure the highest standards of compliance in relation to safeguarding, health and safety, GDPR/data protection.
- To identify funding opportunities and to work with the Fundraising Officer, Operations Manager and CEO in the development of funding bids to support the project management and development.
- 14. To carry out any further duties deemed necessary by CEO and/or Bethel Board
- 15. Work within and adhere to Bethel’s policies and procedures.
A degree level or vocational qualification in a relevant subject (e.g. community development, health, mental health, social care etc.) or equivalent experience.
Experience and Knowledge
Experience of developing and managing community and/or health projects and developing collaborative partnerships.
Experience of managing and/or working with volunteers and/or interns.
Experience of collating service user monitoring information and ability to keep accurate records of work output and financial expenditure for the purposes of review and service development.
Experience of working in a multi-ethnic, multi-faith setting.
Experience of working with disadvantaged client groups.
Experience in a health environment and/or in a community setting.
Some knowledge or experience of recruitment and training
Skills and Abilities
Good listening, verbal and written, communication and interpersonal skills and a friendly and non-judgmental attitude towards vulnerable people.
Computer literate (word processing, PowerPoint, spreadsheets, email and internet), CRM systems.
Ability to show leadership but also the flexibility to work under direction and be a team member.
Ability to motivate and energise people.
Fundraising and bid development.
An ability to work with a diverse group of people.
Customer service, marketing or sales skills.
The ability to create good work partnerships with multiple stakeholders both internally and externally
Competencies & Behaviours
An understanding of a variety of cultures, together with an understanding of how a change in culture can isolate and affect an individual.
A high level of self-motivation and initiative, as lone or proactive work is a major part of the role
Satisfactory Enhanced DBS check.
In sympathy with the Christian ethos of Bethel Health and Healing Network.
Willingness to adopt a flexible working pattern, including attending meetings and events on evenings and weekends.
Current, clean driving licence and car insured for business use
Bethel Health and Healing Network are committed to safeguarding and promoting the welfare of children and vulnerable adults. All applicants will be vetted for their suitability to work with these groups where required. Applicants for posts that are exempt from the Rehabilitation of Offenders Act will be asked to undertake a Disclosure and Barring Service (DBS) check. Any offer of employment and continued employment will be contingent upon satisfactory vetting results and checks made prior to and during employment where required.
Contract length: 9 months
Part-time hours: 21 per week
NB: Must complete Bethel Network application form
Application deadline: 13/05/2021
NB: Applicants must complete the Bethel Application form in order to be considered
The client requests no contact from agencies or media sales.