Service Delivery Manager at Victim Support
The following is a vacancy from Victim Support.
Job title: Service Delivery Manager
Reporting to: Senior Service Delivery Manager
Responsible for: Service Delivery, Volunteers, Service Delivery Assistant.
Main purpose of the job
To provide an effective and high quality service supporting victims of crime within a designated area. Ensuring that volunteering is at the heart of service delivery by managing, supporting and recruiting volunteers who will support victims of crime, ensuring service delivery and performance standards are maintained at all times.
Main duties and responsibilities
- Deliver high quality services supporting victims of crime in line with organisation and Police and Crime Commissioner goals
- Provide information and signposting to victims and member of the public as required
- Undertake some direct casework where support need cannot be met by volunteers
- Develop and manage local partnerships, ensuring the promotion of Victim Support and the rights and needs of victims of crime
- Identify and obtain local funding, contributing towards fundraising efforts and income generation
- Promote the work of Victim Support and provide information to local groups as necessary
- Ensure compliance with Victim Support’s national standards and procedures and the national and local volunteering strategy
- Demonstrate positive behaviours which reflect organisational policies and values
Change, Challenge and Improvement
- Identify barriers to individuals accessing our services and investigate solutions
- Report on the effectiveness of relationships with partners and the take up of services delivered by Victim Support
- Participate in planning new areas of work and development
Managing People & Teamwork
- Carry out effective recruitment and management of volunteers and staff including assessing their competence to practice using national guidelines
- Manage, provide advice, guidance and monitoring in relation to the volunteer’s role at Victim Support
- Develop and address volunteer performance, training and development needs, providing regular supervision and support in line with national procedures
- Develop and maintain effective working relationships and promote effective communication between volunteers and staff
- To ensure all appropriate and necessary governance checks are carried out for relevant volunteers and staff
- Manage and resolve complaints made about and by volunteers to a satisfactory conclusion
- Deputise for other Victims Services Delivery Managers and/ or where appropriate Senior Victims Services Delivery Managers
- Contribute towards risk assessment processes including identifying safeguarding concerns
- Direct referrals to an appropriate Victim Support colleague for support or where appropriate refer on to other agencies and contract approved service suppliers to deliver services to victims in line with agreed procedures
- Ensure relevant databases are kept up to date
- Produce management information and progress reports as required ensuring accurate information is communicated to senior management and relevant departments
- Conduct assessments or risk assessments with particular reference to safe practice in relation to volunteer safety (and home visits)
- Be responsible for the day to day management of the local office where appropriate
- Ensure Disclosure and Barring Service application process is managed appropriately, including checking and processing application forms and certificates accurately and in line with policy
- Contribute as part of a team to local operational development
- Ensure compliance with Victim Support’s standards operating procedures
- Developing local key stakeholder relationships with a view to enhancing partnership working and identifying and assisting in obtaining local funding
Learning, Development and Training
- Renew and enhance direct report team skills and maintain own professional development.
Equality, Diversity and Inclusion
- Ensure all duties and responsibilities are carried out in a manner which promotes the development of Victim Support’s Equality and Diversity policy.
Health, Safety & Environment
- Observe all Health & Safety rules and procedures as laid down and attend all relevant training courses as required.
- Ensure that essential information of a sensitive and/or personal nature is not disclosed to, or discussed with, inappropriate persons and that all information is maintained in accordance with the Data Protection Act.
- Undertake any other duties as required.
Key Deliverables – Measures of success
- Provision of effective and high quality Victims Services in line with the service delivery agreement
- Ensure service delivery standards are maintained at all times
- Achievements of objectives as defined in annual performance review
- Manage small local budget where appropriate
Staff & volunteers
- 2 employees and 20 – 40 Volunteers
- Services will be managed and delivered by employees occupying between 1-2 centres/offices across the contract area.
- There will be a regular requirement for travel
- There may be an occasional need to work outside core hours to meet the demands of the role and to support volunteers. This is expected to be taken within flexible working arrangements.
This job description serves to illustrate the type and scope of the role and to provide an indication of the required level and breadth of responsibility.
Job Title: Service Delivery Manager
1. Knowledge and Experience
- Delivering a service and working directly with clients or service users in a statutory, voluntary or community work setting
- Confidence in developing relationships with a range of voluntary and/or statutory agencies, for example in the criminal justice, health or social care sectors (s)
- Experience of supporting people who are facing difficult or challenging situations (s)
- Understanding and knowledge of the requirement for confidentiality and safe working practice and maintenance of files in accordance with the Data Protection Act and other legal requirements
- Understanding and knowledge of an active commitment to promoting equal opportunities and diversity
- Working independently and as part of a team
- The criminal justice system and the impact of crime including witnesses giving evidence
- Issues facing the voluntary sector, volunteers and staff
- Experience of safeguarding issues and legislation
- Managing, value, providing support and guidance to a team with a strong client service focus
2. Skills and abilities
- Ability to work without direct supervision, to prioritise and to deal with competing or conflicting demands/needs/interests in an organised, methodical way (s)
- Ability to manage conflicting volunteer and staff opinions and organisational demands
- Ability to communicate sensitively and effectively both verbally and in writing with a wide range of people (s)
- Demonstrate empathy and control own emotions
- Build and sustain relationships
- Gather, analyse and use information and evidence from different sources, solve and resolve problems
- Think and plan operationally
- Lead and manage change
- Promote organisational interests and values
- Ability to build, manage and develop an effective team (s)
- Use of a range of IT applications (s)
- Will be required to work flexible hours and travel
- Ability to promote the work of Victim Support
- To recognise own strengths and address weaknesses
- Value and support others
- O’level, GCSE grades A-C or Scottish standard grades or equivalent in English and maths
- Commitment to the aims of the Victim Support’s Equal Opportunities policy
- Able to satisfactorily pass DBS checks
- Able to pass police vetting
(S) = shortlisting criteria 6
Indicate which level is required for the post
|DIMENSIONS||Level for Post|
|Accountability for actions||Direct decision making which could impact on others|
|Independence of action||Considerable discretion – refers to higher levels|
|Complexity||Work requiring discretion and judgement. Knowledge of a variety of procedures etc required|
|Relationships and communication skills required||Frequent contact internally and externally, requires influencing, negotiation, diplomacy etc|
|Direction (supervision received) – Freedom to Act||Work is managed, outcomes usually assessed on a monthly or agreed reporting basis|
|Demands of work||Minimal demands on concentration|
Victim Support in Wiltshire
Victim Support provides services to more than 1,200 people affected by crime and Anti-Social Behaviour in Wiltshire and Swindon.
Service Delivery Team
Our team consists of a Senior Service Delivery Manager, a Service Delivery Assistant, two full-time and two part-time Service Delivery Managers, a part-time Caseworker and an Anti-Social Behaviour Independent Victim Advocate. We also have a team of over 20 trained and supported volunteers who deliver longer-term support to people in the community. The Service Delivery Assistant’s role is to provide office management and support for the Service Delivery team. The Service Delivery Team receives daily referrals of victims of crime directly from Wiltshire Police, from victims themselves (some of whom will not have reported to the police), and from other organisations. The police force referrals are largely people who have experienced serious crime, those who are or might be vulnerable in some way, or those who have repeatedly experienced crime. The team makes prompt contact with victims in order to explore their support needs, to provide information about victim services and the criminal justice process, and to provide emotional and practical help where required. We also ensure that victims are referred on to relevant services so that other specialist needs are met.
The Service Delivery Managers allocate each victim to the specialist Caseworker or to one of the volunteers from the various communities of Wiltshire and Swindon, who themselves provide the majority of our help for victims. The Service Delivery Managers give ongoing case management support and supervision for the volunteers, and guidance and quality oversight to ensure that the support needs of victims of crime are met. Service Delivery Managers also take the lead in periodic recruitment, selection and induction of people who are interested in volunteering for Victim Support. Service Delivery Managers also undertake some of their own casework, working with people with particularly complex circumstances and needs.
All team members also contribute to the promotion and development of victim services in Wiltshire and Swindon, in community engagement and in fundraising activities.
Apply via the Victim Support website