Job Description. Support Centre Manager 39,051. Full time. Vacant. Information & Education MSNC. Head of Information Services

Job Title:

Salary and Pay Band:

£39,051

Hours:

Job Holder:

Team (Directorate/

Nation):

Information & Education

Location:

Manager:

Direct Reports:

Volunteer Co-ordinator Information Officers x3

Part 1: JOB PROFILE

MAIN PURPOSE OF JOB:

To manage the provision of a consistent, quality-assured information and emotional support service to the MS community across the UK.

POSITION IN ORGANISATION:

The post holder will work closely with: • Local Information Coordinator

• Staff from across the organisation, in particular Area Teams, I&E, Operations, Policy and Campaigns

• Programme Lead: MS Support

• Volunteers, inc MS Support volunteers • Volunteering team

• HR Manager Learning and Development

• Branch and volunteers learning and development manager • People affected by MS

• Relevant staff and managers in other voluntary and community organisations • Internal Communications Manager

SCOPE OF JOB:

• Lead the management of the provision of emotional support and information via phone, email, face-to-face and online.

• Quality Assurance

• Monitoring and evaluation • Staff and volunteer management

Head of Information Services Information Resources Manager Information & Knowledge Manager Support Centre Manager Local Info Services Co-Ordinator Information Officers x 3 Volunteer Co-ordinator Senior Helpline Officer Librarian Editor Publications Officer Helpline Volunteers Support Officers x5 Information Services Administrato r

DECISION MAKING:

Assessment and determination of risks to the MS Society in relation to the provision of emotional support and information via phone, email, face-to-face and online. Decisions relating to the provision of the support centre service, such as, in

consultation with the Head of Information Services, closing the service as required.

QUALIFICATIONS & SKILLS LEVEL: Person Specification

Qualifications

• Essential: A levels or equivalent

• Essential: Relevant qualification in information service provision or equivalent experience

Experience

• Substantial experience of successfully managing a public-facing information service

• Experience of implementing quality standards

• Proven track record of successful budget management • Substantial people management experience

• Proven experience of setting up and managing monitoring and evaluation systems to inform service development

• Experience of providing a confidential service – desirable

Knowledge and Skills

• Excellent communication and presentation skills, both written and oral • Effective planning and organisational skills

• Knowledge of relevant safeguarding legislation • Awareness of information management principles

• Awareness of the principles of providing a person-centred service

• Proficient in Microsoft Office, especially Word, Excel, Power Point and Outlook

General Attributes

Part 2: MAIN DUTIES & KEY RESPONSIBILITIES

Lead the management of the provision of emotional support and

information via phone, email, face-to-face and online – 40%

• Lead on work to develop and maintain a consistent information and emotional support service to people affected by MS.

• Manage the integration of two existing teams to deliver an integrated service • Develop systems for the management and dissemination of information across a

disparate team to ensure that information and support services are delivered consistently, effectively, efficiently and accessibly by national and local staff and volunteers

• As part of the MS Society Information Services management team, to contribute to the development of service reporting practices

Monitor, evaluate and develop the Support Centre service – 30%

• Develop and ensure compliance with procedures and policies relating to the provision of information and emotional support to people affected by MS. • Maintain and develop appropriate quality standards for the provision of

information and emotional support via the phone and email.

• Ensure that information and data about the service is routinely collected,

analysed and reported to ensure quality standards are met, and that appropriate intelligence is shared with colleagues across the organisation

• Ensure compliance with data protection and confidentiality principles and other internal and external communication policies when providing information and emotional support

• Review the service with staff and other stakeholders on an annual basis to ensure that the service continues to meets the needs of people affected by MS effectively

• Contribute to the strategic development of the Support Centre service • Promote and market the Support Centre service appropriately

Manage the Support Centre budget – 10%

• Contribute to budget and activity planning, ensuring effective budget preparation, planning, monitoring and review

• Work with Fundraising to maximise the opportunity for the work to be supported. • To independently draw up and manage budgets for specific funded projects

where appropriate

Staff and Volunteer Management – 20%

• Provide line management to the Senior Support Officer, Volunteer Co-ordinator and Information Officers, including facilitating appropriate professional

development, undertaking supervisions and appraisals, and handling poor performance issues

• Manage any external contracts for services providing specialist advice to individuals affected by MS

• Ensure appropriate support, training and supervision is in place for the home-based volunteers who complement the staff team.

• Ensure training, debriefing and support to MS Society staff and volunteers dealing with difficult or disturbing calls, including those expressing suicidal ideation or with cognitive dysfunction and/or clinical depression.

Other Duties

• The post holder should be prepared to attend MS Society meetings and events in different parts of the country including MS National Centre. Some meetings may be during evenings or weekends.

• The post holder will be required to apply for a Disclosure check.

Mandatory Criteria:

• The post holder will be working in a developing environment and he/she will therefore be expected to undertake other appropriate duties as required for the effective operation of the MS Society.

Health and Safety:

• Responsibility for health and safety in the area under his/her control and ensure that he/she is familiar with the Society’s policy statement on health and safety at work.

Equality and Diversity:

• Respect the unique contribution of every individual and work positively in an equal opportunity and diverse environment

Print Name: Print Name: Job Holder’s signature Date: Line Manager’s signature Date: