Location: Westminster, London
Contract: Permanent
Salary: £43,944 (scale points 28-30 on NJC scale range) inc. LW + pension and other benefits
Hours of work: 35 hours per week (8.30am – 16.00pm Mon – Fri)
Annual leave: 35 days inclusive of Bank holidays
Closing Date: Rolling
About the role
The PRC Operations Coordinator is responsible for the smooth and safe running of our busy Resource Centre, ensuring that the service is delivered safely and to the highest standard.
They work closely with the Senior Housing Services Manager to ensure the continual development of The Passage Resource Centre, a vital resource for those experiencing homelessness in London.
They are responsible for line management of the front facing operational team which is made up of two Reception Workers and a team of Volunteers supporting with our clothing store and laundry service, as well as a rotation of staff from across Community Services working on Client Reception.
Main duties
Ensuring the provision of high-quality service delivery within the Passage Resource Centre through:
- Management of the Resource Centre rota, ensuring adequate staff cover for the daily delivery of the service.
- Daily Duty Management of the Resource Centre.
- Coordinating appropriate incident management and follow up to instances of anti-social behaviour, or other breaches of the Service User Agreement.
- Prompt follow up of maintenance and Health & Safety issues.
- Coordinating and developing delivery of primary services within the Resource Centre (including the laundry service, clothing store, food store and donations)
- Processing and responding promptly and objectively to complaints from service users and other agencies.
- Ensuring property related risk management and assessment procedures are followed by all team members.
Managing and coordinating the work of the reception team to ensure:
- Service users have a safe and welcoming place to access and work towards positive change.
- That the team are offering practical and personal support in a way that is approachable, engaging, flexible and caring.
- That service users have opportunities to contribute and be involved through coproduction, working with the Experts by Experience Facilitator to identify new ways of involving service user voices in the development and delivery of front-line services.
- Overseeing volunteers working within the Resource Centre.
In addition, the Operations Coordinator will be expected to work closely with the Resettlement Case Coordinator, Resettlement & Housing Needs Service Manager, and Senior Housing Services Manager to develop and improve triage and assessment processes.
The Operations Coordinator will be part of the Community Services Management Team and as such will be involved in reviewing and developing working practices to ensure they are in line with The Passage policies and procedures, and that the best possible service is provided to all service users.
Leading and Managing a Team
- Providing leadership and day to day management & supervision of the reception team, including Volunteers.
- Development and management of Resource Centre staff rota.
- Supporting with recruitment and selection of new staff and volunteers to the team.
- Supporting line reports by setting clear objectives and holding individual supervisions and case reviews regularly.
- Assisting Resettlement & Housing Service Manager with team meetings and providing updates and additional briefings as necessary.
- Inducting new staff and planning the continuing development of existing staff on the basis of an annual appraisal.
- Ensuring the health and safety of team members.
- Operating The Passage’s disciplinary and grievance procedures where necessary.
Networking, Liaison and Resource-building
- Identifying volunteering opportunities, for both corporate partners and individuals, to add value to the work of the team and ensure volunteering policies and procedures are put into place and monitored.
- Coordinating In-Reach partners, including health services and groups taking place within the Resource Centre.
- Work closely with St Mungo’s Outreach service and manage referrals for their clients to access the Resource Centre.
- Hosting visits to the Resource Centre from partners, funders and stakeholders.
- Supporting the Service Manager to maintain and build on the network of relationships with other statutory and voluntary agencies, and the local community.
Information Management
- Ensuring the team are recording and updating the client database accurately.
- Ensuring that The Passage’s policies and procedures in relation to information management, monitoring and reporting are fully implemented, in an accurate and timely way, ensuring that all staff members are clear about their responsibilities.
- Ensuring the collation and submission of accurate and timely monitoring information for external bodies as required.
- Participating in the production of promotional information in relation to The Passage’s services.
- Regularly reviewing and analysing data from In-Form to identify gaps in delivery, monitor caseloads, identify trends and to plan service delivery.
- Work closely with the Senior Housing Service Manager to produce high quality and engaging reports for our funders (both voluntary and statutory) and supporters that demonstrates both hard and soft outcomes that our services achieve.
Finance
To monitor and authorise staff-related and office expenditure in line with the organisational and service budget and in line with financial regulations.
To liaise with the Finance team in the preparation of project budgets.
To monitor the service’s income and expenditure in line with the budget.
Key responsibilities
- In conjunction with the Senior Housing Service Manager to continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage.
- To participate in internal/external meetings as required, attend training events, conferences and other functions as necessary.
- To participate in regular supervision and annual appraisal and help in identifying your own job-related development and training needs.
- To ensure that all The Passage policies and procedures are being adhered to, particularly those relating to Code of Practice and Confidentiality.
- To contribute to the effective implementation of The Passage’s Diversity and Equality Policy as it affects both The Passage and its work with vulnerable adults.
- To at all times undertake your role in a professional manner maintaining a high-quality standard of work, and to always work in accordance with the aims, values and ethos of The Passage.
- Undertake any other duties that may be required which are commensurate with the role or organisational requirements.
EXPERIENCE
E1 Experience of managing a team of staff/volunteers working to support vulnerable people to achieve positive outcomes.
E2 Experience of managing challenging behaviour and incidents.
E3 Experience of formally assessing individuals’ needs and options and developing risk assessments.
E4 Experience of working within a multi-disciplinary team to deliver a high-quality service.
E5 Experience of delivering excellent customer service within a busy and challenging environment and successfully managing conflicting priorities and workloads.
KNOWLEDGE
K1 An understanding of the importance of discretion and confidentiality in relation to work and maintaining professional boundaries.
K2 Ability to maintain enthusiasm for a high level of contact with clients on a day-today basis and a non-judgmental approach to working with people with complex needs.
K3 Knowledge and understanding of the housing and support needs of people experiencing homelessness and a wide ranging knowledge of housing pathways, housing legislation, private rented housing and welfare benefits, relevant to the client group.
K4 Personal experience of homelessness or a sound understanding of the issues faced by people who are homeless or vulnerably housed and the difficulties they can experience in accessing services that are fully responsive to their needs.
Application form
If you would like to find out more about the career opportunities at The Passage, or discuss any disability access requirements you may have, please feel free to get in touch for an informal chat on 020 7592 1885.
Alternatively, you can contact us via email.
All applicants must read the full job description before applying:
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