Are you passionate about tackling injustice and helping disadvantaged people whose lives are in crisis, then this is the job for you!
Helping Hands has a remarkable track record in meeting needs, overcoming barriers to engagement and empowering lives.
As an Advice Centre Manager, your responsibility will be to ensure our three surgeries deliver high-quality personal advice and support to clients and the public.
A laptop and phone will be provided.
If successful, the main duties of your role will be to:
- Manage the practicalities of the advice sessions and ensure adequate staffing and resources.
- Provide an appropriate level of support and supervision to individual workers (both paid and voluntary) depending on their level of competence.
- Monitor all the case records of designated staff, volunteers, and trainees to meet quality standards and service level agreements.
- Ensure remedial and developmental and training issues are identified and acted on in a timely manner to develop individuals, improve the quality of advice, and ensure clients do not suffer detriment due to poor or inadequate advice.
- Keep technical knowledge up to date and provide technical support to advisers and/or caseworkers – specifically around the use and development of AdvicePRO
- Manage the services and support provided by team members and volunteers, ensuring this meets appropriate quality standards and delivers personalised, outcome focussed, flexible support in accordance with Trust’s policies and best practice.
- Ensure individual cases are allocated and supported in a way that best meets the clients’ needs and where appropriate referrals are made to specialist HHCT advisors or other partner providers as necessary.
- Ensure team members maintain a knowledge and understanding of services and support available from the Trust, statutory and other local providers.
Staff and Volunteer management
- Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff and volunteers can do their best.
- Participate in recruitment and selection activities as delegated.
- Participate in the induction and training of new staff and volunteers as delegated.
- Ensure the effective performance management and development of volunteers through regular supervision sessions, the appraisal process, and learning and development.
- Keep up to date with HHCT aims, policies and procedures and ensure these are followed.
- Provide expert advice and guidance on the use of Advicepro in collaboration with the Project Delivery Manager (ensuring compliance to funders' requirements)
- Develop and maintain effective admin systems and records relevant to the role.
- Monitor and evaluate activities appropriate to the role and contribute to the organisational planning process by providing regular reports and feedback on areas of responsibility.
- Attend regular internal and external meetings relevant to the role.
- Work cooperatively with colleagues and encourage good teamwork, clear lines of communication, and common practices within the team.
- Abide by health and safety guidelines and share responsibility for your own health and safety and that of colleagues.
- Identify your own learning and development needs and take steps to address these.
- Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.
- Up to date knowledge of the current benefits and debt advise legislation and working practices.
- Experience in working with our AdvicePRO database would be an advantage as maintaining accurate data and case notes is essential.
- Book-keeping skills would be beneficial to the role
- A full driving license and access to a vehicle is essential and you will be required to live within the local community or nearby would be preferred.
- This role is subject to an Enhanced DBS check.
The client requests no contact from agencies or media sales.