Work with participants on an individual basis to improve the provision of consistently high-quality debt advice.

Transcription

1 Job Description Job Title: Responsible to: Debt Quality Officer Chief Executive, Talking Money Grade: NJC SCP ( 35,229-39,961) Location: Variable as required Job purpose: 1. To improve the provision of consistently good quality debt advice, enhancing the experience of clients, by working collaboratively with participant agencies, to assess and monitor the quality of debt advice and support them in implementing improvement activities. 2. To support the implementation and ongoing facilitation of project quality assurance and improvement processes, working collaboratively with the Money Advice West project management team to inform and support contract compliance and performance management activities. 3. To identify good practice and share learning with participant agencies, and across roles within the Money Advice Service (MAS) and across all funded services to support improvement and development of advice services. Main duties: Deliver individual strategic projects/business plan objectives Work with participants on an individual basis to improve the provision of consistently high-quality debt advice. Enhance the experience of clients through supporting participants to assess and monitor the performance of their advisers and overall debt advice service. Implement improvement activities to ensure that the quality of debt advice is maintained and improved where required in accordance with: regulation, project requirements, best practice, and agreed standards. This includes: Working in collaboration with participants to make tailored recommendations, providing feedback to improve the quality of debt advice and client experience as appropriate, and identifying good practice where applicable. 1

2 Measuring and analysing information gathered against risk ratings, quality frameworks and standards, and liaising with participants to agree improvement action plans using the results. Liaising with participants about the practical arrangements required to carry out the monitoring of their work and improvement plans and ensure understanding of the service improvement process. Supporting participants prepare for assessment to ensure compliance of the process. Supporting the implementation of any follow on/corrective actions following assessment including support visits and file reviews, as required. This includes supporting participants with the development of operational changes as a result of assessment. Support project internal and external quality assurance, quality related grant requirements and quality improvement schemes by: Ensuring participants and advisers understand the objectives of the schemes, grant quality requirements, and agreed standards of advice on an ongoing basis. Facilitating the smooth application of the quality improvement process as required by Talking Money and/or the funder including writing guidance documents, regular liaison with the participants and answering ad hoc queries. Ensuring participants have a good awareness and understanding of the project quality and service delivery requirements through communications and active involvement in the delivery of project events related to quality improvement Providing support and advice for participants and other internal colleagues on the project quality requirements and service delivery standards Working collaboratively with other lead organisations to share good practice in performance and quality improvement, and to progress key priority areas of work, for example, supervision models and parameters. Escalating risks promptly and appropriately. Providing support with delivery and quality compliance and performance management activities, including active involvement in performance enhancement plans as appropriate. Contributing to monitoring and reporting requirements. Respond to requests from participants for support with quality matters and proactively encourage participants to engage with quality improvement activities. Ensure that work undertaken reflects and supports equality and diversity. Implement best practice systems and processes Use and implement best practice systems and processes to ensure the development and improvement of project delivery and advice services, including: Providing reports and/or data on trends, compliance and quality 2

3 Liaising with colleagues to identify key learning points and delivery issues, to inform the development of the project Identifying training and development needs within participants, including supervision and wellbeing of staff in the project Supporting the sharing of learning and good practice identified through quality assurance and service improvement, across participants as required by Talking Money and/or the funder Maintain all systems and processes for measuring effectiveness of service delivery, management and quality of advice. Maintain expertise and insight Manage your own day-to-day activities to deliver tasks on time and to the required standard while gaining experience of the work of the team and maintaining expertise in debt advice. Be proactive in identifying external and internal contacts within service quality of client service delivery. Advise managers on recent developments in field of work. Contribute to project team Be an active member of the team, identifying opportunities for your own development. Contribute to the good and efficient working of the team in delivering against the business plan. Work in collaboration with MAS and across all its funded organisations, working with other quality roles contributing to key projects, meetings and the MAS Quality Forum. Compliance with Talking Money s policies and procedures, including health and safety. Finance Demonstrate financial efficiency and value for money throughout work. Other Undertake any other duties as may be reasonably required within the scope of the role. 3

4 PERSON SPECIFICATION Essential Criteria: 1 Expert knowledge of, and proven ability to deliver money/debt advice, including the diagnosis of relevant issues and remedies. 2 Proven ability to monitor and evaluate performance through case checking and supervision, and to support improvement. 3 Up to date knowledge of the key issues of debt advice arising from legislation, regulation, policy, practice and services. 4 Proven ability to identify learning and development needs and contribute to the development of appropriate learning activities for others. 5 Proven ability to identify service delivery issues affecting quality and work on own, or with others, to find appropriate and effective solutions. 6 Ability to plan effectively and realistically, managing own workload in a busy environment and working accurately to agreed deadlines. 7 Ability to work on own initiative or as part of a team. 8 Influencing and negotiating ability. 9 Excellent interpersonal skills and an ability to build relationships with staff at all levels. 10 Ability to collate information and write concise reports, including analysing information, identifying issues/risks and making recommendations for corrective action. 11 A proven commitment to continuing professional development. 12 Exceptional client focus. 13 Ability to understand and cope with the particular pressures of effectively working for both a commissioner (Money Advice Service) and a service delivery partnership (Money Advice West). 14 Ability and willingness to travel locally, regionally and nationally as required. 4

5 Desirable Criteria: 1 An understanding of project management methodology. 2 An understanding of compliance monitoring and performance management. 5