This role will provide intensive support to people who are now housed in temporary accommodation. Interventions are based on the principles of a Critical Time Intervention approach and the role will work to a CTI model in order to enhance the likelihood of a successful transition to more permanent accommodation andsustainment of tenancy.

It is an exciting time for us at HAB as a number of new projects are coming on stream.

We are looking for a number of experienced and skilled Support Officers.

We have been commissioned to provide housing related support to clients in several properties with the Borough of Barnet.

Aims for the Role

• To support people to move from temporary accommodation to being settled in the community, using a time limited phased support model – (Critical Time Intervention).
• To deliver person centred work; having an understanding of the problems of resettlement for people who have previously been rough sleeping, basing decisions and developing a plan which prioritises their goals and priorities
• Links to high quality information, advice and guidance on appropriate services and support(internal and external)
• Use a soft outcomes measurement tool to help clients see the progress they are making using the monitoring and evaluation system to record basic information and the achievement of hard and soft outcomes.

Job Description

Reporting to the Supporter Services Team Leader, you will be part of a fast-paced & dedicated Supporter Services Team. Naturally, you will live and breathe exceptional customer service, hold pride in an extremely accurate database and support efficient income processing. Due to the nature of a seven-day visitor attraction, flexibility and ability to adapt to seasonal trends is key. You will be an enthusiastic team player and have the drive and passion to aid with the Charity’s 10-year vision, striving to achieve growth and retention targets to support with the conservation of Westonbirt Arboretum. The successful candidate will require…

Essential

- At least 2 years CRM experience

- At least 2 years’ experience in a Customer Service environment

- At least 2 years Payment Processing experience (Direct Debits, Cards & Cheques)

- A team player ethic - Microsoft Office Skills (Word, Excel, Outlook)

Preferable

- Practical experience with Raisers Edge CRM

- Practical experience with process procedures of BACS

- Intermediate Excel knowledge

- Understanding of GDPR

- Charity work background

Responsibilities

- Strive to achieve Supporter Engagement Team growth and retention targets.

- Be the first point of contact for supporter phone enquiries and emails, servicing queries using excellent customer service skills, encouraging supporters to engage in a lifelong supporter journey with the charity.

- Process new and renewed membership administration including data input, payment into Raisers Edge recording, including payment by Direct Debit, credit cards and cheques.

- Issuing and fulfilling membership cards, ensuring accuracy is maintained to the highest level at all times.

- Support the collection and accurate processing of BACS amendment reports, within the legal timeframe, supporting Direct Debit audit checks and claims when required.

- Process 10 Year, Lifetime, Staff and Complimentary memberships.

- Collect and process supporter donation income received via website, post and direct into the bank accurately into Raisers Edge, regularly running the Donor Acknowledgement process

- Ensure GDPR processes are consistently followed, recording relevant data accurately. - Maintain records such as change of details, amendments and cancellations.

- Be responsible for cash handling, banking administration, emptying donation boxes and processing the post; regularly liaising with the Finance Team.

- Represent the Supporter Services Team at the Welcome Building, supporting the volunteers with membership conversion, membership queries and training.

- Proactively support the wider Supporter Engagement Development Plan, striving to achieve Westonbirt’s 10-Year vision.

- Support the Forestry England Visitor Services Teams with membership enquiries, as well as forgotten and lost card issues. - Attend regular team, organisation and Forestry England meetings.

- Complete other tasks as directed by Supporter Services Team Leader as and when required.

Working with partners across Africa, Asia and the Middle East, Feba is all about the creative use of radio and other audio media to inspire people to follow Jesus Christ. We have a particular focus on ‘closed countries’ and ‘hard-to-reach’ people groups, including places where Christians face persecution for their faith.

We are currently looking for an experienced and highly motivated individual to bring new skills, rigour and energy to our fundraising and wider supporter engagement work.

Key responsibilities include:

• developing and implementing a sustainable fundraising and communication strategy;
• leading a small team in the delivery of excellent customer service and quality materials, to inspire a broad range of existing and new supporters;
• promoting a culture of monitoring, evaluation and learning within fundraising and communications, including the appropriate use of relevant data and metrics;
• being part of the senior management team, assisting in the overall effective leadership and management of the organisation.

You will have:

• a clear and demonstrable personal Christian faith;
• a commitment to Feba’s ministry;
• a minimum of five years’ experience in fundraising in the UK charity sector;
• experience in managing projects, CRM and GDPR;
• the ability to think strategically whilst also having an eye for detail;
• strong networking and influencing skills, plus cross-cultural sensitivity;
• line management experience.

Salary:£40,000 - £43,000 per annum

Hours:Full time

Office location:West Sussex, with some UK and possibly international travel

[We’re in the process of selling our building in Worthing and are likely to relocate during 2021. All staff are currently based at home due to COVID. Some flexible working would most probably be considered going forward.]

Please note: All applicants must be wholeheartedly committed to the aims, ethos and values of Feba. That this post is subject to an Occupational Requirement that the post holder is a committed active evangelical Christian under Part 1 of Schedule 9 to the Equality Act 2010.

For the right person, with the right mindset, working as Noah’s Ark’s Supporter Engagement Officer really should be a formative step in your career. If you’re ambitious about your career, and looking for a charity which can support you in pushing forward in a busy and responsible role, please read on and apply.

Noah’s Ark Children’s Hospice has been on a major upward trajectory in recent years – more children supported, more major hospitals partnered with, and more supporters donating. We’ve transformed from being an enthusiastic start-up, to a serious player delivering major impact. So what next?

Typically around 75% of our income is derived from a relatively small number of supporters who are managed by our Philanthropy Team. We need to diversify our income streams and de-risk the charity’s financial sustainability in the process. As well as acquiring new one-off donors and fundraisers, we aim to build a sector-leading regular giving club with tens of thousands of supporters donating monthly. The financial security provided by this low-risk regular income will enable the charity to expand at scale and ultimately enable an improved quality of life, and death, for many more of the over 2,400 seriously unwell babies and children who could be benefitting from Noah’s Ark’s support.

So, how will the successful applicant to this role play their part?

Firstly, we need to look after our supporters in a highly engaging and reliable way, strengthening their trust of the charity and fostering their loyalty. Relationship fundraising is our team’s bedrock – this will be the perfect environment to hone your supporter care skills. Secondly, we need to harness the power of data. Efficiently managing data will be key to Noah’s Ark’s growth and sustainability – indeed it is an increasingly vital part of any successful fundraising team’s strategy. We have recently appointed two sector-leaders in the supporter engagement/digital space, with excellent experience at some of the UK’s biggest charities. So, again you will be supported and developed by sector leaders.

We are looking for an intelligent, expansive thinker with a high level of determination and rigour. You will relish a busy workload and be able to keep a cool head under pressure. You will be highly articulate, have a positive manner and be very organised. You will welcome professional challenge. Bringing new ideas to life requires gumption and self-belief – you will have both in spades.

Previous experience of supporter engagement or customer services is desirable, as is experience of working with a CRM database. For the right person, we will still consider your application if you haven’t worked with a CRM database before but can otherwise demonstrate your computer literacy, willingness to learn at pace and take on responsibility from the off.

As explained in the job pack (see below), we’re looking to change the way we do things with supporter engagement quite radically. So, if helping a vital cause deliver transformational outcomes for London’s most unwell babies and children, whilst helping to create systemic change to the charity’s fundraising, and learning and developing your own skills at pace sounds like a good next step for you, please do send us your CV and covering letter. 

Closing date is: Monday 10th May but we expect to interview on a rolling basis so early applications are encouraged. 

Location: UK Office, London (Victoria) or home based

The Vacancy

We welcome applications from people from all sections of the community, irrespective of race, ethnicity, gender, age, disability, sexual orientation, religion or belief. We actively encourage people with Parkinson's to apply.

About the role:

You’ll build and maintain relationships between Parkinson’s UK and existing, as well as potential new supporters, through high quality communications. You’ll also process voluntary income and associated data received at the UK office. 

You’ll look to maximise the potential of each supporter, as well as how the charity can support them, working with your team and colleagues across the charity. You will ensure that every supporter has a great experience of Parkinson’s UK.

What you'll do:

• Provide a welcoming, efficient, proactive and professional service to supporters and potential supporters of Parkinson’s UK

• Be the first point of contact for any supporters contacting the charity. Manage numerous inboxes and entry points for teams across the organisation.

• Processing and thanking all offline income received at the UK office, paid over the phone or into the bank account through a variety of methods.

• The team are experts in providing excellent customer care and have to maintain good working knowledge of all fundraising activity; research developments; current campaigns and the requirements of people affected by Parkinson’s 

What you'll bring: 

• Proven experience of delivering effective customer service/supporter care with the ability to deal with enquiries in a diplomatic and sensitive manner

• Demonstrable experience of working with a relational database and accurate data entry

• Strong written and verbal communication skills with the ability to communicate with people at all levels providing clear information, support and advice both verbally and written

• Excellent customer care skills with the ability to deal with customer enquiries in a diplomatic and sensitive manner

Interviews will be held: 12 May 2021

What's it like to work for us?

We aim to find a cure and improve life for everyone affected by Parkinson's - and you could help us achieve this.

We offer a variety of paid job roles and volunteer opportunities both at our UK office in London and across the UK.

Supporter Marketing Officer

Contract: Permanent

Hours: 35 per week

Location: London

Salary: £29,678 per annum

Closing date: 25 April 2021

Expected date of interviews: 4 - 7 May 2021

Job ref: VA415

Are you passionate about using creativity, technology and people power to change the world? Do you believe in standing up for human rights alongside torture survivors?

Freedom from Torture is looking for a Supporter Marketing Officer to join our new, award-winning, friendly supporter focused Individual Giving team. You will be working with the Supporter Acquisition Officer and Supporter Marketing Assistant, managed by the Supporter Marketing Manager to develop a busy programme of fundraising appeals and campaigns.

This is an exciting chance to join us as we place survivor empowerment and movement building at the heart of our next four year strategy. You’ll assist the Supporter Marketing Manager to develop and roll out our fundraising appeals and campaigns strategy, to raise funds. You will also work collaboratively with the Supporter Acquisition Officer and Supporter Marketing Assistant.

The role

· Running and developing: full warm retention programme of supporter marketing activity, including warm appeals, newsletters, raffles, committed giving campaigns, telemarketing, and gift aid campaigns.

· Managing and developing creative campaigns: daily autonomous management of external agencies and projects. As well as managing multiple projects, you will work with the Supporter Marketing Manager to make strategic creative decisions based on data and insights collated from campaign evaluation.

· Fundraising and copywriting:writing donor development newsletters, thank you letters and other ad-hoc campaigns, often working directly with torture survivors to record and communicating their personal experiences, sharing stories from people who have overcome incredible hardships and amplify the voice torture tried to silence.

About you

· Highly proficient use of business IT systems including Excel, Word, PowerPoint and databases.

· You must have great literacy and numeracy skills and the ability to interpret large sets of data, spot trends and make adjustment to reflect insights.

· You will have excellent attention to detail with good copy writing skills and an eye for design and a high level of written and verbal communication skills.

· It’s essential that you are able to prioritise and manage a busy workload managing projects from start to finish within given budgets and work to tight deadlines.

· You must have experience of working with a range of Direct Mail, telemarketing and email marketing techniques.

Big Pluses

· Proven track record of working in a direct marketing team preferably in the charity sector.

· Experience of database targeting, segmentation, testing and response analysis.

· Lived experience of torture.

· Knowledge of GDPR and supporter data compliance

In return, we offer a competitive package, with a generous 30-day annual leave entitlement, and 6% employer pension contribution and 1% employee contribution.

Freedom from Torture is an equal opportunity employer! People from Black, Asian and minority ethnic backgrounds, LGBTQIA+ individuals and people with disabilities are strongly encouraged to apply.

To view the Job Description and Person Specification, please click the link provided. 

Freedom from Torture is dedicated to healing and protecting people who have survived torture. We provide therapies to improve physical and mental health, we medically document torture, and we provide legal and welfare help. We expose torture globally, we fight to hold torturing states to account and we campaign for fairer treatment of torture survivors in the UK.

We campaign for positive change, using evidence from our services and survivor voices to protect and promote survivors' rights and hold torturing states to account. We are proud to play a significant role in the global anti-torture movement. Survivors, active and empowered, are at the centre of all of our work.

Freedom from Torture is committed to its responsibilities under safeguarding, and expects all staff and volunteers to share this commitment. This post is subject to a satisfactory DBS disclosure, as well as a need for full employment history and up to date employment references.

We reserve the right to close the vacancy early if we receive a high volume of applications.

TPP are delighted to be working with an International charity who are the leading organisation working to create a world where nobody wants or believes we need to experiment on animals. This charity has a history spanning over 100 years, they have achieved so much for animals.

This is an inspiring charity to work for with exciting growth plans.

This role offers some great benefits:

* 12-month interest free season ticket loan
* 25 working days' paid holiday, in addition to Public Holidays'
* Employer's Ethical Investor's Stakeholder Pension Scheme
* Generous training and professional development allowance
* Flexible working hours
* Childcare Voucher Scheme
* Ride-to-Work Bicycle Scheme
* Staff retention policy
* Work life support scheme

As an experienced supporter care specialist, you will lead on the development of supporter care practices and form the front line of the organisation's supporter and customer care.
You will enjoy dealing with a wide and diverse range of people on the phone and you will have excellent administrative skills gained in a customer or supporter-facing environment, including the ability to deal with complex enquiries submitted by telephone, email, social media and post.

As an accomplished communicator your thorough response handling and excellent supporter care will guarantee an efficiently managed supporter and customer care journeys.
You will ensure that the organisation's supporter records, general systems and processes are efficiently maintained.
Your flexibility, energy and professionalism will place you at the heart of the team making you a vital component in the organisation's continuing success.

Some of the Key responsibilities:
1. Be the first point of contact for existing and new supporters by providing a professional supporter and customer care service ensuring that all telephone, email, social media and postal donations, information requests, queries or complaints are answered, processed, fulfilled and published appropriately, accurately, and promptly.

2. Listen and respond to the needs of each supporter, considering and understanding their personal experiences and motivations while conveying information in an appropriate and empathetic manner.

3. Provide customer service throughout the supporter journey, with a clear focus on building long-lasting relationships, and increasing value from these relationships.

4. Handle and process a range of payments, including cash, cheques, credit/debit cards and Direct Debits. Maintain database integrity.

5. Carry out tasks related to donation processing and reconciliation.

6. Responsible for ensuring that supporter and customer records on the International group of companies' CRM database are kept up to date.

7. Maintain best practice surrounding supporter and customer care, and to ensure compliance with relevant legislation such as GDPR/Data Protection Act, Gift Aid legislation and Fundraising Regulator guidelines as well as internal policies and procedures, as appropriate.

8. Provide efficient administration, being responsible for circulation of incoming post and the dispatch of outbound mail; and take responsibility for the development & maintenance of paper and electronic filing systems.

The successful person for this role will have the following:
1. Excellent interpersonal skills including the ability to build and maintain strong relationships with colleagues, supporters, customers, visitors and suppliers.
2. Friendly and personable with excellent communication skills; with the proven ability to deal professionally and efficiently with a broad range of telephone-based enquiries.
3. Excellent written communication skills across a broad range of media and styles, and channels. Ideally experience of writing copy for supporters and fundraising.
4. Ability to strictly maintain agreed organisational messaging protocols, and to use one's own initiative and common sense as required.
5. Ability to carry out comprehensive online research and summarise findings for colleagues clearly and concisely.
6. Good working knowledge of Microsoft Office packages including Outlook, Excel, Word, and PowerPoint, and CRM Database systems.
7. Excellent organisational skills including an ability to prioritise and manage multiple tasks and meet SLAs.
8. Ability to maintain high levels of accuracy with clear attention to detail at all times
9. Strong commitment to team working, and and ability to build strong, mutually beneficial relationships with colleagues across the whole organisation, including at a senior level.
10. Desirable - Training in a related field such as Fundraising, Marketing, Customer Service or other relevant qualifications.
11. Demonstrable extensive experience of providing excellent telephone and email-based supporter and customer care.
12. Experience of managing supporter and customer care activities, including handling of complaints and queries on a wide range of often complex subjects.
13. Experience of supporting the delivery of multi-channel fundraising and communication activities including copywriting.
14. Proven experience of developing and maintaining administrative systems, including paper and electronic filing.
15. Familiarity with using Fundraising databases

If you are interested and would like to learn more about this exciting opportunity please get in touch ASAP

Contract Type: Permanent

Salary: £26,693 - £28,859 

Hours: 30

Farleigh Hospice is a high performing organisation providing specialist palliative and end of life care for people with life limiting illness in the Mid Essex region. Our team at Farleigh has grown and evolved to meet the changings needs of the community we serve and we are looking for highly motivated Supporter Engagement Lead to join our Communications and Marketing team.

The role of Supporter Engagement Lead will manage our supporter appeals and the database, ensures all donors receives an excellent experience from communications to retention, manage data and donations input and associated thanking processes and will manage the effective use of supporter data for marketing purposes. 

You will have strong attention to detail and excellent communication.

You will have experience of managing a database, financial processing, and supporter journeys

We offer a great working environment, a competitive pay and benefit package, flexible working and a strong team to support you. 

If you require further information please view the job description or contact the recruiting manager Victoria Milne.

*Please note - we will close this vacancy before the closing date if we receive a high number of applications 

Farleigh Hospice is an Equal Opportunities Employer. Farleigh Hospice operates a three-month probation period. Positions may be subject to DBS Disclosure. Charity Registration No: 284670 

Supporter Acquisition Officer

 Contract: Permanent

Hours: 35 per week

Location: London

Salary: £29,678 per annum

Closing date: 25 April 2021

Expected date of interviews: 4 - 7 May 2021

Job ref: VA419

Are you passionate about using creativity, technology and people power to change the world? Do you believe in standing up for human rights alongside torture survivors?

Freedom from Torture is looking for a Supporter Acquisition Officer to join our new, award-winning busy Supporter Experience team. This is a new role in which you will lead and develop effective marketing campaigns for donor acquisition.

This is an exciting chance to join us as we place survivor empowerment and movement building at the heart of our next four year strategy. You’ll work closely with the Supporter Marketing Manager to create and sign off projects as well as the Supporter Experience Manager and the Supporter Marketing Officer on the development of the overall donor journey.

The role

It’s a busy and exciting, creative role within a supportive team who are always open to new ideas.

You will work with agencies to test new ideas and creative to develop our acquisition campaigns, which run across many different channels including face to face, cold direct marketing such as inserts, telemarketing, TV, radio and social media.

You will have an integral role in the development of an integrated Individual Giving strategy that recruits, retains, and reactivates supporters, maximising their lifetime value and delivering a great supporter experience. All of this will be underpinned by research, analysis and data.

Working with the Insight and Data Manager you will provide campaign reviews to evaluate existing campaigns and help plan for future ones. With a strong start to our new face to face programme we hope to attend even more festivals and events so there may be some need to travel out of London and even go to some festivals!

About you

· You must be highly proficient in the use of business IT systems including Excel, Word, PowerPoint and databases.

· You will need a high level of literacy and numeracy to manage the multiple project schedules, budgets and external suppliers.

· It’s key that you have demonstrable experience of managing projects from start to finish within given budgets and working to tight deadlines.

· You will use your high level of written and verbal communication skills to engage with a wide range of audiences.

· You will be adept in interpreting large sets of data, spotting trends and making adjustments in accordance with insights learned.

· You will have an eye for design, excellent attention to detail and good copy writing skills.

· You must be able to prioritise and manage a busy workload and work to deadlines.

The big pluses

· Proven track record of working in a direct marketing team preferably in the charity sector.

· Lived experience of Torture.

· Experience of database targeting, segmentation, testing and response analysis.

In return, we offer a competitive package, with a generous 30-day annual leave entitlement, and 6% employer pension contribution and 1% employee contribution.

Freedom from Torture is an equal opportunity employer! People from Black, Asian and minority ethnic backgrounds, LGBTQIA+ individuals and people with disabilities are strongly encouraged to apply.

To view the Job Description and Person Specification, please click the link provided. 

Freedom from Torture is dedicated to healing and protecting people who have survived torture. We provide therapies to improve physical and mental health, we medically document torture, and we provide legal and welfare help. We expose torture globally, we fight to hold torturing states to account and we campaign for fairer treatment of torture survivors in the UK.

We campaign for positive change, using evidence from our services and survivor voices to protect and promote survivors' rights and hold torturing states to account. We are proud to play a significant role in the global anti-torture movement. Survivors, active and empowered, are at the centre of all of our work.

Freedom from Torture is committed to its responsibilities under safeguarding, and expects all staff and volunteers to share this commitment. This post is subject to a satisfactory DBS disclosure, as well as a need for full employment history and up to date employment references.

We reserve the right to close the vacancy early if we receive a high volume of applications.

No agencies.

Recruiting a Night Support Worker to join our Young Peoples service based in Bracknell!

GBP 20,311 per annum, 42 hours per week, 25 days Annual Leave, Pension schemes, Staff discounts, healthcare and more.

Job Overview:

Night Support Workers will provide Housing Related Support to tenants to help them develop the life skills that are required to meet the assessed needs of the tenants of the service. Support needs may include mental health, substance misuse, care experience, and complex needs.

Night Support Workers will also carry out the necessary duties to ensure the building and the young people are safe and deal with any issues and crisis/incidents during their waking 12 hour shift throughout the night. You will be generally working with out of hours external agencies to ensure a person centred support package is in place.

You will work with customers to promote social inclusion and alongside other members of the team to promote independent living, encouraging customers to maximise their skills and choices. The role entails lone working and staffing the scheme on a 2 week rolling rota, covering 3 shifts one week and four shifts on the other.

Key Responsibilities:

- Building supportive, trusting relationships with tenants
- Working proactively with other members of the team to handle the service caseload, administrative responsibilities and ensuring the service is staffed as per rota requirements
- May include supporting key tenants to set personalised goals in the form of a Support Plan
- May include conducting regular key work sessions that are innovative and engaging in order to achieve Support Plan goals
- Ensuring ongoing assessment and management of risks associated with tenants within an attitude of 'positive risk taking'
- Proactively manage risk and safety both in and outside of their physical living environment
- Providing support with daily living activities, including practical assistance where skills are not yet developed, to ensure that tenants enjoy a high quality of accommodation
- Signposting to external agencies and out of hours services to assist in addressing all aspects of support needs
- Proactive development of links with local statutory and voluntary organisations to provide a range of engagement opportunities for tenants in the community
- Involving tenants in the design, development and delivery of the service
- Empowering tenants to ensure they receive the service and benefits they are entitled to
- Encouraging and enabling tenants to pay their rent and ensure that rent accounts are managed effectively
- Ensuring Look Ahead Health and Safety policies are adhered to at all time and to uphold all health and safety responsibilities within relevant policies and local protocols
- Adhering to all other Look Ahead's policies and procedures
- Engaging in learning and development activity to increase knowledge and skills
- Day to day instruction/ supervision of Assistant Support Workers/domestic staff/ Personal Support Assistants where appropriate
- Undertaking any other duties consistent with the grade and nature of the post as assigned by the Team Leader/ Manager
- Regular building patrols throughout their shift
- Upholding safeguarding practices with the tenants best interests and safety being in the forefront of their working ethic

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead.

If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.

We are committed to diversity and inclusion at work and are accredited with the Inclusive Employers Standard 2020. We welcome applications from people of all backgrounds.

Supporting the Fundraising Directors, your role will be to provide the best possible care to our Supporters. You will need excellent written and verbal communication skills, the ability to build and sustain good relationships internally and externally, good attention to detail, and computer literacy. Your role will be a new position at The Association and will require you to be self-motivated with a desire to develop yourself as we shape this stewardship programme together.

Are you passionate about helping people to turn their lives around?

Working Chance is a unique, award-winning charity helping women with convictions - many of whom have been in prison - to find a job they can thrive in.  This role supports women to build their confidence and work-readiness.

The ideal candidate will be warm and highly empathetic with fantastic people skills, able to quickly build rapport both one-to-one and in group settings. In addition to supporting a caseload of women through one-to-one key work, you’ll also be delivering regular group workshops (including in women’s prisons) on practical skills such as CV writing, interview techniques and how to disclose criminal convictions at job interviews, so confidence and charisma is essential! Strong English literacy skills - including grammar and proof-reading - are also vital in order to support women to produce high quality CVs.

You’ll need previous experience of working with women who have faced significant adversity and knowledge of the criminal justice system would be an advantage. Personal lived experience of it is also welcome.

We have an exciting opportunity for an Experts By Experience Facilitator to join us based in London. You will join us on a full time, permanent basis (working 35 hours per week) and in return, you will receive a competitive salary of £39,245 per annum plus benefits.

About the role:

The Passage is entering the final year of our existing strategy and a key aim is to establish a long term, cross organisational approach to involving the people who use our services (our clients) to shape our existing provision, enable their voices to be heard on policy and practice and our overall approach to developing and delivering future services. The key aim of this post is to facilitate meaningful engagement to enable feedback but more importantly, contributes towards ensuring that there is meaningful representation of those with lived experience so their voices are heard at every level, including with Trustees.  We believe that the people we work with can and should hold a key voice in our organisation and support us to shape services that can help people achieve their ambitions in life.

Key responsibilities of our Experts By Experience Facilitator will include:

• Facilitate development of an Exerts By Experience programme within the Passage that works across all our services.
• Develop and maintain, with the people we work with, a recruitment and selection training programme where client experiences and questions form part of the process of recruitment of staff.
• Support the organisation to develop tool kits for incorporating client voices throughout our work.
• Develop opportunities for clients to run short training programmes for all staff based on their lived experience.
• Coordinate opportunities for clients to be involved in democratic processes and policy and/or evidence gathering discussions.
• Improve capacity and develop best practice to be shared widely across the sector.
• Work alongside the Senior Management and Service teams to implement the plan, monitoring progress and providing regular reports.

Our ideal Experts By Experience Facilitator will have the following skills, experience, and knowledge:

Experience

• A minimum of 3 years’ experience of working with vulnerable people within a charity setting.
• Experience of developing or delivering client involvement/Experts by Experience programmes at scale.
• Experience of delivering training or workshops across staff groups
• Experience of managing a programme of work and writing reports using data and qualitative feedback.
• Involvement in developing strategy at a project or organisational level
• Experience of leading or facilitating change at a local or organisational level.

Knowledge

• An understanding of the causes of homelessness and the needs of those experiencing homelessness.

• Knowledge of existing good practice related to client involvement/ Experts by Experience programmes in charitable organisations.
• Ability to use leadership skills to facilitate collaboration across teams and services.
• Knowledge of various media styles to communicate messages and how to apply them in difference contexts

The Closing date: Friday 21 May 2021, 10am 

The interview date: Wednesday 09 June 2021

If you would like to join us in the role of Experts By Experience Facilitator , please click ‘apply’ now – we would love to hear from you!

Recruiting for a Waking Night Support Worker to join our Young People and Care Leavers in Milton Keynes!

GBP 14,992 working 30 hours per week, plus 25 days Annual Leave (Pro-Rata), Pension schemes, Staff discounts, healthcare and more.

Milton Keynes Young People Services is Supported Accommodation Service for young people aged 16 to 21 years old. The Service encompasses a mix of units across five sites supporting 52 vulnerable young people. The aim of the service is to empower Young People to move towards independent living, supporting their successful transition from childhood; laying the foundations for healthy, ambitious, and safe adult lives with minimal ongoing support. Support is delivered in partnership with a number of stakeholders and partners in the community such as mental health services; substance misuses agencies, housing teams, police and social services.

We are recruiting for Waking Night Support Worker to join our dynamic service and team. In the role of Waking Night Support Worker; individuals will ensure continued support is provided to young people at the standards of day staff with particular focus on safety of vulnerable young people.

Job Overview:
Waking Night Support Worker will work in line with person centred risk assessments; support plans and liaises with Support Workers to provide comprehensive handover and partnership working. They will be observant of changes in behaviour and presentations ensuring appropriate actions are taken to document and report changes in support needs of young people.

Waking Night Support Worker will be able to carry out all necessary health and safety actions including light cleaning tasks and work with in policies and procedures. Furthermore they will actively seek out ways to work with the team and stakeholders to improve the experience of young people in the service.

Successful candidates will:
- Have a belief in young people, their potential to grow, succeed and thrive independently given the right support
- Be motivated to achieve excellence and have passion for supporting young people to reach their potential, with a 'can do' attitude, and a willingness to get stuck in
- Commit to providing opportunities for young people to achieve their goals
- Be resilient and able to do deal with challenging and diverse behaviours positively
- Have a strong Customer focus and commitment to putting Young People's interests and voices at the heart of all aspects of their support
- Have an outcomes focus and approach to working with young people
- Have strong self-awareness and commitment to acting as a positive role model
- Have commitment to non-discriminatory practice and to promoting equality and diversity
- Have commitment to acting as a corporate parent in all aspects of practice where applicable
- Have a commitment to effective joint working with partners to meet Young People's needs
- Have a strong sense of personal accountability

Key Responsibilities:
- Ensure the welfare of customers providing emotional and practical support to customers who are in distress, in crisis or require medical assistance such as emergency first aid or the intervention of medical professionals
- Remain calm and professional when dealing with emergencies and incidents following the reporting procedures and completing the required paperwork
- Ability to work empathically and compassionately with customers who present with complex needs such as mental health, substance misuse, safeguarding and physical health support needs
- Ensure the safety and welfare of customers by implementing and monitoring the visitors' procedure, preventing unauthorised access to the service
- Conduct health and safety checks and patrols around the building and exterior reporting repairs and any Health and Safety issues
- To undertake patrols and security checks of the building and exterior, monitoring CCTV, addressing any antisocial behaviour and completing the relevant reports
- Undertake initial and continuous assessment of needs and potential risks and agree levels of support and actions
- Support customers to undertake all domestic tasks wherever possible, including practical assistance where they have not yet developed the skills, to ensure customers enjoy a high quality of accommodation
- Develop and maintain links with all key agencies and service providers in the local community
- Empower customers to ensure they receive the service and benefits they are entitled to
- Undertake all administrative work and keep accurate and comprehensive tenant/customer records to professional standards
- Provide concise and clear handovers to the team highlighting any incidents or issues during the night and any follow up actions to be completed

Essential:
- Up to NVQ Level 2/3 or equivalent or experience in the social care/charity sector

For the full job description, please visit the Look Ahead website.