Regional Operations Manager. Job Description

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1 Regional Operations Manager Job Description Job Title: Team Manager Reports To: Regional Operations Manager Date Created: 06/09/2017 Version 4 Scope of the Role: The scope of this role is to contribute to the overall success of our Organisation in accordance with Migrant Helps visions, values and objectives. The post-holder is expected, to provide the day to day management for the regional Asylum Help Team and to ensure grant and statutory compliance on behalf of the organisation. The post-holder will ensure that quality standards are met and, where possible, exceeded. The post-holder is expected to maintain and develop excellent working relationships and referral procedures with and between external stakeholders in order to improve the access to and quality of mainstream and specialist services for refugees and asylum seekers. He/she will work consistently to ensure the continuous development of the role and ensure that the service is delivered according to procedures and processes which are accurate, professional and consistent at all times. The post holder will be expected to attend meetings with key partners and stakeholders as the organisation requires. There is a requirement that the post holder will monitor the service and react accordingly, and in a timely manner to changing needs with resultant re-prioritisation of his or her work as necessary. Essential Criteria: Educated to graduate or equivalent level A minimum of 2-3 years previous experience in a people management role Experience of providing advice, support and guidance within a diverse organisation Working with people in sensitive and emotionally demanding situations is essential Capability to collect, analyse and disseminate data for reports and Organisational KPI purpose Experience of working in a multi-cultural environment Excellent administrative and organisation skills, with meticulous attention to detail A demonstrable ability to communicate effectively both in writing and verbally, including well developed letter writing skills Proven ability to prioritise and work on your own initiative whilst respecting boundaries Ability to deal with deadlines and conflicting priorities Good IT skills, particularly MS Office applications

2 Desirable Criteria: Certificate or Diploma in Management Working knowledge of UK Immigration / Asylum legislation Working knowledge of processes of various statutory agencies which could be of benefit to clients Experience of working in the voluntary sector Experience of working in a multi-cultural environment Experience in managing Volunteers Core Areas of Responsibility: Lead the Asylum Help service for the region, based within the Initial Accommodation, responsible for planning the team s deployment, delegating work appropriately and ensuring delivery of service across the region. This includes planning cover and ad hoc absence (i.e. leave and sickness) Provide support to the Telephone Advice Service by allocating regional resources as required Lead on recruiting and inducting of Regional staff Provide support and advice on complex cases to client advisers and lead by example Develop and maintain effective working relationships with relevant local authorities, agencies and stakeholders in the region /National (Wales / Scotland) Attend Local Fora and Stakeholder Meetings within your area of responsibility in conjunction with the Community Liaison Coordinator Ensure that a professional, excellent quality and courteous service is provided internally and externally Conduct regular team meetings to ensure that staff are kept up to date with changes in policy and law that effect the delivery of service Report to the Regional Operations Manager any changes in trends and the impact on client service delivery Carry out required quality control of work. e.g. Supervisions, File reviews, to ensure compliance with standards of OISC and the advice quality standards Liaise closely with the Community Liaison Coordinator to ensure a streamlined service, with additional support for clients Include volunteers within the team for the provision of additional support services to clients, where appropriate Ensure Migrant Help policies and operating procedures are followed Deal with complaints about the service and critical incidents in accordance with procedures Ensure all staff development requirements are met within agreed time scales, through the Performance and Development Review (PADR) Encourage staff to identify opportunities for continuous improvement Deal with disciplinary and grievance issues Responsible for petty cash and ensure accurate records are kept Any other duties which may be assigned

3 General Areas of Responsibility: Hold responsibility for Health & Safety in the region; observes the Migrant Help Health & Safety policies Undertake training as necessary in line with the development of the post and as agreed with your manager under the auspices of PDR or otherwise Occasionally training or meetings are organised outside of normal working hours. The post holder will be expected to attend whenever reasonably practicable To achieve and demonstrate agreed standards of personal and professional development within agreed timescales To contribute positively to the effectiveness and efficiency of the team in which he / she works To support and demonstrate the vision and values of our organisation at all time Special Requirements: This post is subject to an Enhanced Disclosure and Barring Service (DBS) check This post is subject to a Counter Terrorism Check A valid driving licence With the support of the Head of Asylum Help, the post holder will be expected to take responsibility for their personal development (CPD) and identification of training needs through participation on Migrant Help Professional Development Review (PDR) programme Flexibility to work unsocial hours by prior arrangement and travel in the UK and abroad as required Continuing Professional Development: With the support of your line manager and Organisational Director, the post holder is expected to take responsibility for his/her continuing professional development (CPD) and identification of developmental needs through the Migrant Help Professional Development Review (PDR) programme. Health & Safety: At Migrant Help, we place the highest priority on the health, safety and wellbeing of our personnel, colleagues and clients. The post holder is therefore expected to take responsibility for observing and complying with all the relevant Migrant Help policies, procedures and guidelines pertinent to Health and Safety. The post-holder will also attend programmes relevant to Health and Safety as required by virtue of the role or as determined by the Board of Trustees. Equality and Diversity: We promote a working environment in which diversity is recognised, valued and encouraged. We acknowledge the multi-cultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. It is therefore your responsibility to make sure you observe and adhere to this policy at all

4 times. We view any breach seriously. We will investigate and potentially take disciplinary action. This may include dismissal in instances we consider gross misconduct. ** The Line Manager in consultation with the post holder will prioritise the aforementioned duties. The post holder may be asked to re-organise their work in order to help the agency respond to changes in type or event or need. This would be done in a way consistent with the purpose of the post and in consultation with the post holder. Person Specification: Skills & Behaviours Knowledge & Skills Proven leadership skills preferably in a the Third/Charitable Sector Understanding of the needs, experience and hopes of Asylum Seekers and refugees A good general knowledge of the statutory and voluntary provision that can provide assistance Excellent interpersonal skills Ability to deal appropriately with crisis situations Skilled at working under pressure and to deadlines Ability to work alone and as part of a team Skilled at providing effective development and support to team members Flexibility with a willingness to work unsocial hours on occasions Substantial experience of supporting or managing others in their work Experience and understanding of working with external agencies and developing increased opportunities for clients Good IT skills in word processing, spreadsheets and Communication Skills A welcoming disposition towards all visitors and clients to Migrant Help Good inter-personal skills and the ability to relate to a wide range of people Excellent active listening skills Ability to explain complicated information to clients including the use of an interpreter Excellent ability to communicate with diverse groups Good clear written and oral communication skills Able to network and positively promote the work of Migrant Help Confident to deal with matters such as verbal abuse/agitated staff/complaints and diffuse difficult situations and provide conflict management without becoming personally involved Works effectively in partnership and gains confidence of stakeholders and colleagues Personal Attributes Highly dedicated with genuine interest in Migrant Help and our clients Sympathetic to refugee and human rights issues Ability to work empathically with people facing transition and uncertainty A commitment to equal opportunity, anti-discriminatory and anti-oppressive principles and practices An understanding and observance of impartiality and confidentiality Responsible and responsive attitude Consistently supports and promotes excellence in client care

5 Behaviours/ Competencies Professionalism / Work Standards Cultural Awareness / Interpersonal Awareness Supporting Others / Building a Successful Team Ethics & Integrity Respect Valuing Diversity Organisational Values: As part of your role it is important you operate within the following key organisational values: Protection Diversity Equality Partnership Innovation Excellent The post holder must at all times adhere to Migrant Helps Equality Policy and Diversity Policy. This job description is indicative and does not exclude other duties which may be required and that are generally consistent with the role.

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