INTERNAL JOB VACANCIES. Contents. 10th July 2018

Transcription

1 INTERNAL JOB VACANCIES 10th July 2018 Contents Working for Guide Dogs... 2 Available roles... 3 Job Description: Qualified Guide Dog Mobility Instructor... 5 Job Description: Qualified Guide Dog Mobility Instructor Job Description: Customer Care Administrator Job Description: Office Administrator Job Description: Volunteering Coordinator Job Description: Service Delivery Manager Job Description: Business Support Manager Job Description: Procurement Business Partner Job Description: Digital Analyst

2 Working for Guide Dogs If you want to work for an organisation that makes a real difference to the lives of people who are blind or partially sighted, Guide Dogs may have a great opportunity for you. We have more than 1,000 staff working across the UK in a wide range of roles, all motivated by knowing that, whatever their job, they are playing their part in helping our clients get around independently and safely. We welcome applications from all sections of the community and we actively encourage diversity. The skills and abilities that we are looking for are as diverse as the range of jobs we have to offer. We are committed to fostering talent and supporting the development of our current staff and registered volunteers. Please note, all vacancies close at midnight on the date specified. If you would like more information for any of the vacancies below, please call our Volunteering Office on CVs will not be accepted. Please continue to the next page for details of current vacancies. 2

3 Available roles Role Location Closing date Qualified Guide Maidstone 16/07/2018 External Dog Mobility Instructor Qualified Guide Maidstone 16/07/2018 Internal Dog Mobility Instructor Qualified Guide Nottingham 11/07/2018 External Dog Mobility Instructor Qualified Guide Nottingham 11/07/2018 Internal Dog Mobility Instructor Customer Care Central Office 16/07/2018 Internal Administrator Customer Care Central Office 16/07/2018 External Administrator Office Birmingham 16/07/2018 Internal Administrator Office Birmingham 16/07/2018 External Administrator Volunteering Atherton 11/07/2018 Internal Coordinator Service Delivery Hull 11/07/2018 Internal Manager Business Hull 11/07/2018 Internal Support Manager Procurement Business Partner Home Based (Nominated Office) 18/07/2018 External Procurement Business Partner Home Based (Nominated Office) 18/07/2018 Internal Digital Analyst Central Office 22/07/2018 External Digital Analyst Central Office 22/07/2018 Internal 3

4 For further details (including how to apply) for all external vacancies, please see our jobs board by clicking anywhere on this sentence. Thank you for your interest in working with Guide Dogs. Please see below for the job description and person specification for each of the internal roles listed above. The contents table at the top of this document will tell you the page number for each role. 4

5 Job Description: Qualified Guide Dog Mobility Instructor Vacancy Qualified Guide Dog Mobility Instructor Salary GBP 26,802 to 28,381 per annum Job Type Grade 4 Category Permanent- Full Time Closing Date 16/07/2018 Date Posted 23/05/2018 Reference Location Maidstone Region South East General Information Job Title: Guide Dog Mobility Instructor Team: Mobility Team Department: Service Delivery Directorate: Mobility Services Job Location: Mobility Team area Reports To: Service Delivery Manager Number of Direct Reports: 5

6 None Number of Volunteer Reports: May be responsible for managing, maintaining daily communication and regular training inputs for groups of volunteer boarders - between 4 and 15 Budgetary Responsibility in Pounds: None Financial Targets: None Matrix Reporting Lines To: None Level of Disclosure Check Required and Related Workforce: Enhanced Vulnerable Adults and Young Children workforce Overall Purpose Deliver specialist services as a part of a rehabilitation programme that enables people with sight loss to get out and about through their partnership with a guide dog. Supervise or deliver the training of dogs to be safe and efficient guides. Support existing or new guide dog and owner partnerships through the matching of suitable dogs, provision of appropriate instruction and associated aftercare services. Provide specialist assessment to service users to determine their compatibility for guide dog mobility and determine the most suitable type of dog as a potential partner. Provide a staged mobility plan, tailored to meet personal needs and expectations in relation to guide dog mobility. Have a technical understanding of the needs of service users in relation to the range of current products and services available from Guide Dogs and any partner agencies. The Guide Dog Mobility Instructors role is central to the delivery of the core guide dog service and represents the key professional on whom customers of the guide dog service depend. Key Accountabilities of the Role 6

7 Key Accountability 1 Dog training - Train or supervise the training of dogs according to national and international standards as well as according to specific individual service user requirements. Apply knowledge of the functional impact of sight loss and any other disabilities or health conditions in order to ensure dogs are able to perform their guiding role within the required variety of circumstances. Produce accurate reports to enable quality control and use professional judgement to make recommendations on each dog s progression. 2 Matching of guide dog and owner partnerships - Ensure that dogs are suitably matched to service users according to agreed criteria. Use detailed knowledge of each dog s qualities and recognise how these are likely to compliment the needs and lifestyle of service users. Analyse and assess any risks attached to the guide dog and whether these risks can be safely and appropriately balanced by the skills or capability of the intended service user. 3 Guide dog partnership instruction Plan, supervise or directly deliver training courses for service users. Apply theoretical and practical knowledge of teaching and learning of adults and at times people with additional needs, including the instruction of children and young people. Use skills and experience to develop both service user and the matched dog to jointly create an effective partnership that enables safe, independent travel and a good quality of life for the guide dog. Provide aftercare services to guide dog and owner partnerships that supports efficient mobility, dog welfare and maximises the effective working life of the partnership. 4 Service User Assessment - Assess the orientation, mobility and any functional vision of service users. Determine the mobility potential of service users and decide upon the appropriate service offer through a 7 % of time 30% 5% 25% 5%

8 thorough assessment process. Produce professional specialist reports to indicate decision as to the most appropriate mobility outcome or matching need. Ensure reports accurately describe the needs and capabilities of service users so that the most appropriate dog can be selected and prepared to meet the assessed needs. 5 Mentoring and Supervision - Provide supervision,coaching or mentoring of other staff involved in the creation of guide dog and owner partnerships. Manage, train and support volunteers involved with supporting the guide dog service to ensure their ongoing development and performance management. 6 Community Engagement - Provides professional input or advocacy for service users to support access and inclusion or in support of various external events targeting awareness, collaboration, fundraising or PR opportunities. 7 Data Capture - Maintains accurate and timely client and dog records on the appropriate IS system, in line with national standards ensuring Data Protection Act compliance. 8 Any other activities relevant to the role that will enable us to get blind and partially sighted people out and about in the way they choose. 9 Guide Dogs is a learning organisation and we are committed to fostering a positive climate for continuous learning. We expect all our people to demonstrate commitment and actively participate in continuous professional development (CPD). 15% 5% 10% 5% % All employees will be expected to comply with Guide Dogs terms and conditions, rules, policies, procedures, codes of conduct, quality standards, authorisation processes, risk management policies etc. and relevant external regulations. Values and Behaviours 8

9 All staff are expected to demonstrate Guide Dogs Values, the beliefs that guide the entire organisation. 1 Dedicated to superior quality 2 Always trustworthy 3 Inclusive and embracing 4 Customer focused 5 Maximising impact 6 Passionate and determined Competencies Staff Members 1. Supports their team and colleagues 2. Works well with others across Guide Dogs 3. Is committed to quality and service 4. Understands how Guide Dogs operates and follows agreed procedures 5. Delivers their objectives and core activities as required 6. Takes responsibility for their own performance and development Person Specification Factor Essential Desirable Values and See section Values & behaviours Behaviours section above Job specific skills Strong interpersonal skills and excellent communications abilities that inspire, motivate and deliver excellent support to a diverse range of people. The minimum period required to attain proficiency is 37 months 9

10 Previous relevant experience Knowledge Qualifications / Training Special requirements (such as travel /overnight stays) Dog friendly Eligibility to work in UK Volunteering Experience of social work/ rehabilitation/ teaching or coaching of adults, children or young people. Experience of working for a recognised organisation under the International Guide Dogs Federation A sound knowledge of all aspects of the GDMI role is required in order to perform effectively and this includes understanding of: the structure and activities of the Association, dog training theory basic and advanced, Dog law, relevant medical conditions. Five GCSE/ O levels, or equivalent, to include Mathematics and English. A-levels or equivalent. GDMI qualification recognised under the International Guide Dogs Federation Must be prepared and able to undertake some overnight stays away from home where required for customer training or support. Able to demonstrate ability to meet the physical demands of the role. Comfortable with dogs in the workplace/ office. Proof of identity and eligibility to work in the UK Guide Dogs is a volunteer led organisation and as 10 Experience of working or training of dogs or other animals especially within a therapeutic capacity (e.g. animal assisted interventions). Experience of working with people with disabilities. Qualification as either a Mobility Instructor or Rehabilitation Worker e.g. Dip HE Rehabilitation Studies or equivalent. From time to time you may be asked to support /

11 such all staff are required to support volunteers in their roles. This may or may not mean the direct management of volunteers but will require all staff to play a supporting role. Safeguarding Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to demonstrate this commitment. volunteer your time at Guide Dogs events that take place outside of normal working hours. The post holder is required to carry out other such duties as may reasonably be required, commensurate with the grade of this post. All employees will be expected to excel in being customer centric, demonstrate advocacy for Guide Dogs at all times and be a fundraiser. This job profile is accurate as at the date shown below. In consultation with the post holder it is liable to variation by management to reflect or anticipate changes in or to the role. GRADE OF POST: 4 DATE OF EVALUATION: 11

12 Job Description: Qualified Guide Dog Mobility Instructor Vacancy Qualified Guide Dog Mobility Instructor Salary GBP 26,802 to 28,381 per annum Job Type Grade 4 Category Permanent- Full Time Closing Date 11/07/2018 Date Posted 11/06/2018 Reference Location Nottingham Region East Midlands General Information Job Title: Guide Dog Mobility Instructor Team: Mobility Team Department: Service Delivery Directorate: Mobility Services Job Location: Mobility Team area Reports To: Service Delivery Manager Number of Direct Reports: 12

13 None Number of Volunteer Reports: May be responsible for managing, maintaining daily communication and regular training inputs for groups of volunteer boarders - between 4 and 15 Budgetary Responsibility in Pounds: None Financial Targets: None Matrix Reporting Lines To: None Level of Disclosure Check Required and Related Workforce: Enhanced Vulnerable Adults and Young Children workforce Overall Purpose Deliver specialist services as a part of a rehabilitation programme that enables people with sight loss to get out and about through their partnership with a guide dog. Supervise or deliver the training of dogs to be safe and efficient guides. Support existing or new guide dog and owner partnerships through the matching of suitable dogs, provision of appropriate instruction and associated aftercare services. Provide specialist assessment to service users to determine their compatibility for guide dog mobility and determine the most suitable type of dog as a potential partner. Provide a staged mobility plan, tailored to meet personal needs and expectations in relation to guide dog mobility. Have a technical understanding of the needs of service users in relation to the range of current products and services available from Guide Dogs and any partner agencies. The Guide Dog Mobility Instructors role is central to the delivery of the core guide dog service and represents the key professional on whom customers of the guide dog service depend. 13

14 Key Accountabilities of the Role Key Accountability 1 Dog training - Train or supervise the training of dogs according to national and international standards as well as according to specific individual service user requirements. Apply knowledge of the functional impact of sight loss and any other disabilities or health conditions in order to ensure dogs are able to perform their guiding role within the required variety of circumstances. Produce accurate reports to enable quality control and use professional judgement to make recommendations on each dog s progression. 2 Matching of guide dog and owner partnerships - Ensure that dogs are suitably matched to service users according to agreed criteria. Use detailed knowledge of each dog s qualities and recognise how these are likely to compliment the needs and lifestyle of service users. Analyse and assess any risks attached to the guide dog and whether these risks can be safely and appropriately balanced by the skills or capability of the intended service user. 3 Guide dog partnership instruction Plan, supervise or directly deliver training courses for service users. Apply theoretical and practical knowledge of teaching and learning of adults and at times people with additional needs, including the instruction of children and young people. Use skills and experience to develop both service user and the matched dog to jointly create an effective partnership that enables safe, independent travel and a good quality of life for the guide dog. Provide aftercare services to guide dog and owner partnerships that supports efficient mobility, dog welfare and maximises the effective working life of the partnership. % of time 30% 5% 25% 14

15 4 Service User Assessment - Assess the orientation, mobility and any functional vision of service users. Determine the mobility potential of service users and decide upon the appropriate service offer through a thorough assessment process. Produce professional specialist reports to indicate decision as to the most appropriate mobility outcome or matching need. Ensure reports accurately describe the needs and capabilities of service users so that the most appropriate dog can be selected and prepared to meet the assessed needs. 5 Mentoring and Supervision - Provide supervision,coaching or mentoring of other staff involved in the creation of guide dog and owner partnerships. Manage, train and support volunteers involved with supporting the guide dog service to ensure their ongoing development and performance management. 6 Community Engagement - Provides professional input or advocacy for service users to support access and inclusion or in support of various external events targeting awareness, collaboration, fundraising or PR opportunities. 7 Data Capture - Maintains accurate and timely client and dog records on the appropriate IS system, in line with national standards ensuring Data Protection Act compliance. 8 Any other activities relevant to the role that will enable us to get blind and partially sighted people out and about in the way they choose. 9 Guide Dogs is a learning organisation and we are committed to fostering a positive climate for continuous learning. We expect all our people to demonstrate commitment and actively participate in continuous professional development (CPD). 5% 15% 5% 10% 5% % All employees will be expected to comply with Guide Dogs terms and conditions, rules, policies, procedures, codes of conduct, quality standards, authorisation processes, risk management policies etc. and relevant external regulations. 15

16 Values and Behaviours All staff are expected to demonstrate Guide Dogs Values, the beliefs that guide the entire organisation. 1 Dedicated to superior quality 2 Always trustworthy 3 Inclusive and embracing 4 Customer focused 5 Maximising impact 6 Passionate and determined Competencies Staff Members 7. Supports their team and colleagues 8. Works well with others across Guide Dogs 9. Is committed to quality and service 10. Understands how Guide Dogs operates and follows agreed procedures 11. Delivers their objectives and core activities as required 12. Takes responsibility for their own performance and development Person Specification Factor Essential Desirable Values and See section Values & behaviours Behaviours section above Job specific skills Strong interpersonal skills and excellent communications abilities that inspire, motivate and deliver excellent support to a diverse range of people. 16 The minimum period required to attain proficiency is 37 months

17 Previous relevant experience Knowledge Qualifications / Training Special requirements (such as travel /overnight stays) Dog friendly Eligibility to work in UK Experience of social work/ rehabilitation/ teaching or coaching of adults, children or young people. Experience of working for a recognised organisation under the International Guide Dogs Federation A sound knowledge of all aspects of the GDMI role is required in order to perform effectively and this includes understanding of: the structure and activities of the Association, dog training theory basic and advanced, Dog law, relevant medical conditions. Five GCSE/ O levels, or equivalent, to include Mathematics and English. A-levels or equivalent. GDMI qualification recognised under the International Guide Dogs Federation Must be prepared and able to undertake some overnight stays away from home where required for customer training or support. Able to demonstrate ability to meet the physical demands of the role. Comfortable with dogs in the workplace/ office. Proof of identity and eligibility to work in the UK 17 Experience of working or training of dogs or other animals especially within a therapeutic capacity (e.g. animal assisted interventions). Experience of working with people with disabilities. Qualification as either a Mobility Instructor or Rehabilitation Worker e.g. Dip HE Rehabilitation Studies or equivalent.

18 Volunteering Guide Dogs is a volunteer led organisation and as such all staff are required to support volunteers in their roles. This may or may not mean the direct management of volunteers but will require all staff to play a supporting role. Safeguarding Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to demonstrate this commitment. From time to time you may be asked to support / volunteer your time at Guide Dogs events that take place outside of normal working hours. The post holder is required to carry out other such duties as may reasonably be required, commensurate with the grade of this post. All employees will be expected to excel in being customer centric, demonstrate advocacy for Guide Dogs at all times and be a fundraiser. This job profile is accurate as at the date shown below. In consultation with the post holder it is liable to variation by management to reflect or anticipate changes in or to the role. GRADE OF POST: 4 DATE OF EVALUATION: 18

19 Job Description: Customer Care Administrator Vacancy Customer Care Administrator Salary GBP 17,443 to 18,469 per annum Job Type Grade 2 Category Permanent- Full Time Closing Date 16/07/2018 Date Posted 25/06/2018 Reference Location Central Office Region South East General Information Job Title: Supporter Care Representative Team: Supporter Care Team Department: Supporter Care Directorate: Fundraising and Marketing Job Location: Central Office (Reading) Reports To: Supporter Care Supervisor Number of Direct Reports: None Number of Volunteer Reports: None Budgetary Responsibility in Pounds (if applicable): n/a Financial Targets (if applicable): 19

20 n/a Matrix Reporting Lines To (if applicable): n/a Level of Disclosure Check Required and Related Workforce (if applicable): n/a Overall Purpose As part of the fundraising directorate, the supporter care team is the first point of contact for new and existing supporters, as well as members of the public. We deal with a wide range of enquiries, from general information about our services or ways in which members of the public can support us, to dealing with more complex financial queries. Our supporter care representatives have an essential role to ensure that a first class customer focused service is delivered using a range of communication methods to ensure that where possible enquiries, donations and complaints are resolved at the first point of contact. The team interact with new and existing supporters, as well as members of the public mainly by phone and but also by post. They also maintain and update our supporter database to ensure that supporter records are kept up to date after each interaction. This is an extremely busy, fast paced environment and success is based on the ability to work independently, but also as a cohesive team to effectively solve problems in a timely, efficient way putting the customer at the heart of everything we do. Key Accountabilities of the Role Key Accountability 1 Customer Service To answer all supporter and potential supporter queries by telephone, or letter. To ensure that the information given is accurate, up to date and reflects guide dogs values. Each supporter is responded to in a professional, % of time 65% 20

21 non-judgemental manner and their contribution thanked as appropriate. Using own initiative, training and knowledge to answer queries. Researching and investigating possible solutions where the answer is not immediately known. Recording feedback and handling complaints in a supportive, non-confrontational manner in order to achieve high levels of supporter satisfaction. To work together as a team and proactively share knowledge and information to ensure a positive, customer focused working environment. 2 Maintaining accurate records (CRM) To set up and maintain supporter information on the fundraising database. Ensure all information is accurate and promptly updated. To update the supporters record after each interaction in a clear and concise way. To accurately record supporter donations and sponsor a puppy payment details. 3 Understanding policy and procedures To take responsibility for ensuring knowledge of current processes and procedures are up to date and well understood. To advise the supervisor immediately of any issues that affect the ability to follow a process or procedure including constructive feedback which may lead to improvements. 4 Personal and Professional development To attend and actively participate in team meetings. To continually self-reflect and maintain and develop own performance, identifying areas for improvement and/or setting challenging objectives for self-improvement. Making full use of the range of training modules available to staff Guide Dogs is a learning organisation and we are committed to fostering a positive climate for continuous learning. We expect all our people to demonstrate commitment and actively participate in continuous professional development (CPD). 25% 5% 5% All employees will be expected to comply with Guide Dogs terms and conditions, rules, policies, procedures, codes of conduct, quality standards, authorisation processes, risk management policies etc. and relevant external regulations. 21

22 Values and Behaviours All staff are expected to demonstrate Guide Dogs Values, the beliefs that guide the entire organisation. 1 Dedicated to superior quality 2 Always trustworthy 3 Inclusive and embracing 4 Customer focused 5 Maximising impact 6 Passionate and determined Competencies 1 Supports their team and colleagues 2 Works well with others across Guide Dogs 3 Is committed to quality and service 4 Understands how Guide Dogs operates and follows agreed procedures 5 Delivers their objectives and core activities as required 6 Takes responsibility for their own performance and development Person Specification Factor Essential Desirable Values and See Values and Behaviours section above behaviours Job specific Demonstrable evidence of willingness and skills ability to deliver the highest standards of customer care. Strong communication and interpersonal skills (written and oral). A willingness to go over and above to ensure the very best service at all times. Confident telephone manner showing patience, empathy and listening skills. The ability to deal with more difficult conversations in a calm and nonjudgemental way. Able to multi-task, and prioritise own workload. A willingness to work as part of a team to get the job done. Excellent standard of grammar and spelling and clarity of letter writing is essential. High degree of numeracy. 22

23 Previous relevant experience Knowledge Qualifications/ Training Special requirements (such as travel /overnight stays) Dog friendly Eligibility to work in UK Volunteering Safeguarding Experience in administration within a Customer Service environment. Working to SLAs. Using a CRM system to record customer activity. Experience of taking payments/donations Accurate data entry skills. Microsoft software including Outlook, Word and Excel. Knowledge of Gift Aid and data protection. English and Maths qualification to GCSE at grade C or equivalent. Comfortable with dogs in the workplace/ office. Proof of identity and eligibility to work in the UK. Guide Dogs is a volunteer led organisation and as such all staff are required to support volunteers in their roles. This may or may not mean the direct management of volunteers but will require all staff to play a supporting role. Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to demonstrate this commitment. Experience of charity sector From time to time you may be asked to support / volunteer your time at Guide Dogs events that take place outside of normal working hours. 23

24 The post holder is required to carry out other such duties as may reasonably be commensurate with the grade of this post. All employees will be expected to excel in being customer centric, demonstrate advocacy for Guide Dogs at all times and be a fundraiser. This job profile is accurate as at the date shown below. In consultation with the post holder it is liable to variation by management to reflect or anticipate changes in or to the role GRADE OF POST: 2 Last updated 15 th November

25 Job Description: Office Administrator Vacancy Office Administrator Salary GBP 17,443 to 18,469 per annum Job Type Grade 2 Category Fixed Term Contract- Part Time Closing Date 16/07/2018 Date Posted 25/06/2018 Reference Location Birmingham Region West Midlands General Information Job Title: Business Support Coordinator Team: Mobility Team/ Property Services Team Department: Support Directorate: Mobility Services/ People & Business Services Job Location: Mobility Team/ Guide Dogs Training School/ National Breeding Centre Reports To: Facilities Manager or Business Support Manager Number of Direct Reports: None 25

26 Number of Volunteer Reports: As required to support the administration function Budgetary Responsibility in Pounds: None Financial Targets: None Matrix Reporting Lines To: None Level of Disclosure Check Required and Related Workforce: None Atlantic Data Job Title: Support Worker Child & Adult Overall Purpose To provide a wide range of administrative support to the functions within the Mobility Team/National Breeding Centre/Guide Dogs Training School. To maintain paper and computer based systems, liaising with colleagues, clients, supporters and veterinary practices. To provide a full and efficient service, assisting in maintaining high service levels to internal and external customers. Key Accountabilities of the Role Key Accountability % of time 26

27 1 Data management - Comprehension of all bespoke Guide Dog systems, with a specialist knowledge of certain systems. Train and support staff in the use of systems with in their specialist area. Data inputting within agreed timescales. Produce reports as required. Maintains files and data as per the Data Protection Act 2 Correspondence - Deals with routine correspondence and enquiries, providing exceptional customer care including call handling and receiving of visitors ( includes veterinary practices). Deals with incoming and out-going post according to procedures, including appropriate receipting and banking of monies. Assists in planning and organising stakeholder events and communications including special events, newsletters and mail shots. Conducts telephone questionnaires and surveys as required. Assists in the production and distribution of support materials to stakeholders (service users, branches, volunteers etc.) 3 Financial support - Provides financial support as may be required e.g. processes purchase orders & expense requisitions up to the value of 1000, administers petty cash. Calculates and monitors feeding allowances for pups breeding stock and guide dogs as required. Maintains veterinary accounts to ensure invoices are accurate and processed within agreed timescales. To be responsibe for ensuring volunteer branches process and bank money accurately and to maintain accurate and up to date branch financial information/accounts. 4 Stock Maintenance - Ensures the availability and provision of office supplies and equipment: stock checks, ordering (including nuetraceuticals), purchasing and repairs. 5 Supports dog / pup accommodation - Maintains the training and relief regimes of training dogs and pups with in the office, informing key staff of any problems. Liaises with volunteer boarders as required. Helps maintain clean relief areas used by guide dog stock. 20% 40% 20% 10% 5% 27

28 6 Lead area - Develop knowledge with in a specific area by working closely with the appropriate expertise. Be point of contact to advise, support and train staff with in a lead area. 5% 7 Any other activities relevant to the role that will enable us to get blind and partially sighted people out and about in the way they choose 8 Guide Dogs is a learning organisation and we are committed to fostering a positive climate for continuous learning. We expect all our people to demonstrate commitment and actively participate in continuous professional development (CPD). 5% All employees will be expected to comply with Guide Dogs terms and conditions, rules, policies, procedures, codes of conduct, quality standards, authorisation processes, risk management policies etc. and relevant external regulations. Values and Behaviours All staff are expected to demonstrate Guide Dogs Values, the beliefs that guide the entire organisation. 1 Dedicated to superior quality 2 Always trustworthy 3 Inclusive and embracing 4 Customer focused 5 Maximising impact 6 Passionate and determined Competencies Staff Members 1. Supports their team and colleagues 2. Works well with others across Guide Dogs 3. Is committed to quality and service 28

29 4. Understands how Guide Dogs operates and follows agreed procedures 5. Delivers their objectives and core activities as required 6. Takes responsibility for their own performance and development 29

30 Person Specification Factor Essential Desirable Values and See Values and Behaviours behaviours section above. Job specific skills Previous relevant experience Knowledge Qualifications / Training Special requirements (such as travel /overnight stays) Dog friendly Excellent communication and keyboard skills. Selfmotivated. Effective time management skills Evidence of dealing with confidential issues sensitively and with total integrity. Positive, team player, flexible, thorough, uses intitiative, able to work effectively under pressure, good interpersonal skills. Able to manage the expectations of the customer and recognise when to escalate issues to a higher level Computer literate with a good knowledge of Microsoft Office packages Achievement of GCSE passes or equivalent at least at grade C- Maths & English N/A Comfortable with dogs in the workplace/ office. Highly motivated towards a client/customer focussed service Experience of working with volunteers Appropriate secretarial/administrative experience N/A N/A 30

31 Eligibility to Proof of identity and work in UK eligibility to work in the UK Volunteering Guide Dogs is a volunteer led organisation and as such all staff are required to support volunteers in their roles. This may or may not mean the direct management of volunteers but will require all staff to play a supporting role. Safeguarding Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to demonstrate this commitment. From time to time you may be asked to support / volunteer your time at Guide Dogs events that take place outside of normal working hours. The post holder is required to carry out other such duties as may reasonably be required, commensurate with the grade of this post. All employees will be expected to excel in being customer centric, demonstrate advocacy for Guide Dogs at all times and be a fundraiser. This job profile is accurate as at the date shown below. In consultation with the post holder it is liable to variation by management to reflect or anticipate changes in or to the role. GRADE OF POST: 2 DATE OF EVALUATION: 30 th June

32 Job Description: Volunteering Coordinator Vacancy Volunteering Coordinator Salary GBP to per annum Job Type Grade 3 Category Permanent- Full Time Closing Date 11/07/2018 Date Posted 04/07/2018 Reference Location Atherton Region North West General Information Job Title: Volunteering Coordinator Team: Guide Dogs Regional Centre Department: Regional Centre Directorate: Mobility Services Job Location: Guide Dogs Regional Centre Reports To: (Job Title) Head of Training School Number of Direct Reports: 0 32

33 Number of Volunteer Reports: Minimum of 2 lead volunteers Budgetary Responsibility in Pounds (if applicable): 0 Financial Targets (if applicable): 0 Matrix Reporting Lines To (if applicable): none Level of Disclosure Check Required and Related Workforce (if applicable): None Overall Purpose In conjuction with the Volunteering Consultant and Volunteer Managers, support the development and running of volunteer schemes within the Regional Centre, to build capacity and ensure ongoing coordination. Support Volunteering Consultant and Volunteer Managers to select and recruit volunteers as required across the Region. Coordinate the training of new volunteers as required and further development of existing volunteers in all roles. Adhere to robust operating practices and procedures to support the ongoing management of volunteers and processes. Key Accountabilities of the Role Key Accountability % of time 33

34 1 Coordinate Volunteer planning in conjunction with the Volunteering Consultant and Volunteer Managers across the Region. To include coordinating the placement of dogs with Volunteer Boarders. 2 To support and engage with potential Volunteers throughout the recruitment process. Undertake prescreening as required, coordinate and attend interviews and home checks with Volunteer Managers. Working in conjunction with the Volunteering Consultant and the Volunteering Office, ensure smooth transition of applications. Ensure relevant systems and documentation are up to date. 3 To coordinate and/or deliver training for new and existing Volunteers where required. Work in collaboration with Volunteer Managers to monitor and support volunteers in their roles. Where skills gaps or performance concerns identified, coordinating further training may be required. 4 To recruit and manage a minimum of two lead volunteers to support the ongoing management of volunteer schemes, providing opportunities for development and ongoing support. 5 In conjunction with the Volunteering Consultant, coordinate a programme of ongoing engagement with volunteers across the Region, providing opportunities in line with Guide Dogs Award and Recognition procedures e.g. Local Awards, Christmas thank you events, Pat on the Backs etc. 7 Guide Dogs is a learning organisation and we are committed to fostering a positive climate for continuous learning. We expect all our people to demonstrate commitment and actively participate in continuous professional development (CPD). All employees will be expected to comply with Guide Dogs terms and conditions, rules, policies, procedures, codes of conduct, quality 34

35 standards, authorisation processes, risk management policies etc. and relevant external regulations. Values and Behaviours All staff are expected to demonstrate Guide Dogs Values, the beliefs that guide the entire organisation. 1 Dedicated to superior quality 2 Always trustworthy 3 Inclusive and embracing 4 Customer focused 5 Maximising impact 6 Passionate and determined Competencies Person Specification Factor Essential Desirable Values and See Values and Behaviours behaviours section above Job specific skills Ability to communicate effectively and tactfully both verbally and in writing. Ability to deal with people at all levels. Able to plan, prioritise and self-monitor own workload with limited support from line manager. Confident in speaking to groups. Ability to work as part of a team and under own initiative. 35

36 Previous relevant experience Previous experience of communicating with, supporting and motivating volunteers. Experience of delivering high levels of customer service. Delivering training to people in groups and individually Community engagement, particularly around attracting applications for volunteer recruitment Experience of co-ordinating and/or managing volunteers or staff. Experience of working with people, supporting professional development and providing customer service. Experience of volunteering by being a volunteer Knowledge Proficiency in Microsoft Word, Excel and Outlook, databases etc. Qualifications / Training Sound written and numerical skills; gained through education, work or life experience. 36

37 Special requirements (such as travel /overnight stays) Dog friendly Prepared to work outside normal hours occasionally (evenings and weekends) Comfortable with dogs in the workplace/ office. May on rare occasions be required to travel to other sites and stay overnight Eligibility to Proof of identity and work in UK eligibility to work in the UK Volunteering Guide Dogs is a volunteer led organisation and as such all staff are required to support volunteers in their roles. This may or may not mean the direct management of volunteers but will require all staff to play a supporting role. Safeguarding Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to demonstrate this commitment. From time to time you may be asked to support / volunteer your time at Guide Dogs events that take place outside of normal working hours. The post holder is required to carry out other such duties as may reasonably be required, commensurate with the grade of this post. All employees will be expected to excel in being customer centric, demonstrate advocacy for Guide Dogs at all times and be a fundraiser. This job profile is accurate as at the date shown below. In consultation with the post holder it is liable to variation by management to reflect or anticipate changes in or to the role. GRADE OF POST: 3 DATE OF EVALUATION: May

38 Job Description: Service Delivery Manager Vacancy Service Delivery Manager Salary GBP 33,842 to 35,833 per annum Job Type Grade 5 Category Secondment- Full Time Closing Date 11/07/2018 Date Posted 04/07/2018 Reference Location Hull Region Yorkshire and Humber General Information Job Title: Service Delivery Manager Team: Mobility Team Department: Service Delivery Directorate: Mobility Services Job Location: Mobility Action Centre Reports To: Mobility Team Manager Number of Direct Reports: 38

39 20 Number of Volunteer Reports: Up to 30 Budgetary Responsibility in Pounds: Dogs/Equipment/Vehicles Financial Targets: None Matrix Reporting Lines To: None Level of Disclosure Check Required and Related Workforce: Enhanced Atlantic Data Job Title: Mang to staff for Blind Pple Overall Purpose To manage and develop technical staff, and resources, in order to provide a range of mobility services to customers within the area covered by the Mobility Team. To, manage contracts and other collaborative working arrangements. To ensure that the quality of all training, customer service experience and on-going support services meets nationally agreed quality standards. To, allocate customer priority. To manage the delivery of a staged mobility plan designed in consultation with the customer to provide the best possible solution based on the resources available. 39

40 Key Accountabilities of the Role Key Accountability 1 Managing Staff - Manages the recruitment, development and performance of service delivery staff. Allocates workloads and priorities to achieve locally agreed plans that contribute to national targets 2 Managing Services - Ensures a defined staged delivery plan is agreed and implemented for each customer. Ensures feedback from customers regarding service experience is obtained and acted upon in order to achieve continuous improvement. Ensures contracts and other collaborative working arrangements are managed to meet their respective objectives and targets. 3 Quality - Monitor and evaluate the quality of the services provided, ensuring a high level of stakeholder satisfaction and initiate the development of improvements at a local level as a result of feedback received. 4 Managing resources - Works closely with Guide Dog Training School management to secure the necessary supply of suitable dogs according to agreed production plans and to meet identified customer needs and priorities. 5 Manages Satellite Mobility Unit - Responsible for provision of all mobility services across the area through the effective use of locally and home based workers. Ensures that remote staff receive adequate and effective monitoring, supervision and communication 6 Guide Dogs is a learning organisation and we are committed to fostering a positive climate for continuous learning. We expect all our people to demonstrate commitment and actively participate in continuous professional development (CPD). % of time 30% 25% 10% 15% 20% 5% 40

41 All employees will be expected to comply with Guide Dogs terms and conditions, rules, policies, procedures, codes of conduct, quality standards, authorisation processes, risk management policies etc. and relevant external regulations. Values and Behaviours All staff are expected to demonstrate Guide Dogs Values, the beliefs that guide the entire organisation. 1 Dedicated to superior quality 2 Always trustworthy 3 Inclusive and embracing 4 Customer focused 5 Maximising impact 6 Passionate and determined Competencies People Manager 1. Conducts themselves in a manner appropriate to a management role 2. Communicates effectively in different situations and at different levels 3. Manages individual and team performance to deliver results 4. Creates a team environment which promotes wellbeing and maximises personal effectiveness 5. Makes a contribution outside of their immediate team 6. Understands and applies policies and procedures appropriately Person Specification Factor Essential Desirable 41

42 Values and behaviours Job specific skills Previous relevant experience Knowledge Qualifications/ Training See Values and Behaviours section above. Excellent verbal and written communication skills. Actively builds and manages internal and external networks of communication. Takes responsibility for planning and delivering services to meet customer needs. Can structure, plan and prioritise work to ensure targets and deadlines are met. Developed organisational, planning and time management skills. Can operate effectively with a PC specifically Word / Excel / Outlook Significant experience of working in a professional role in health, social care, Guide Dogs or other related work. Experience of developing and / or managing competent performance in others Knowledge of effective people management procedures and good management practices. Understands the best practice principles for managing and improving the performance of others Professional qualification, CQSW / DipSW, Dip/Cert Rehab, GDMI or equivalent Comfortable and confident in giving presentations and training to individuals and groups. Ability to analyse data and evaluate its impact. Chairing or facilitating meetings. Contract negotiation Experience of having worked in the Visual Impairment Sector. Experience of having worked in a voluntary organisation. Proven experience of supervising / managing staff. Managing project work Up to date with current policies, practice and current thinking in the third sector. Understands the everyday needs and concerns of blind and partially sighted people Secondary qualification within management 42

43 Special requirements (such as travel /overnight stays) Dog friendly Eligibility to work in UK Volunteering Safeguarding Ability to travel to visit customers and external partner agencies, including occasional overnight stays. Ability to work occasional evenings and weekends to meet the service need. Comfortable with dogs in the workplace/ office. Proof of identity and eligibility to work in the UK Guide Dogs is a volunteer led organisation and as such all staff are required to support volunteers in their roles. This may or may not mean the direct management of volunteers but will require all staff to play a supporting role. Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to demonstrate this commitment. N/A From time to time you may be asked to support / volunteer your time at Guide Dogs events that take place outside of normal working hours. The post holder is required to carry out other such duties as may reasonably be required, commensurate with the grade of this post. All employees will be expected to excel in being customer centric, demonstrate advocacy for Guide Dogs at all times and be a fundraiser. This job profile is accurate as at the date shown below. In consultation with the post holder it is liable to variation by management to reflect or anticipate changes in or to the role. GRADE OF POST: 5 DATE OF EVALUATION: 10 th December

44 Job Description: Business Support Manager Vacancy Business Support Manager Salary GBP 21,042 to 22,281 per annum Job Type Grade 3 Category Secondment- Full Time Closing Date 11/07/2018 Date Posted 04/07/2018 Reference Location Hull Region Yorkshire and Humber General Information Job Title: Business Support Manager Team: Mobility Team Department: Service Delivery Directorate: Mobility Services Job Location: Mobility Team Reports To: Head of Mobility Services Number of Direct Reports: 44

45 Up to 3 FTE Number of Volunteer Reports: None Budgetary Responsibility in Pounds : None Financial Targets: None Matrix Reporting Lines To: Non-operational support staff Level of Disclosure Check Required and Related Workforce: Enhanced Overall Purpose To provide, efficient and effective support services to the Mobility Team, ensuring high standards of customer service to all visitors, callers and stakeholders. To maintain paper and computer based systems, donor records/contacts, liaising with colleagues, service users, supporters and branches. Key Accountabilities of the Role Key Accountability % of time 45

46 1 Administrative support and supervision - Leads & develops the support team and function, coordinating workloads, prioritising work and arranging/providing cover when necessary. Deals with routine and nonroutine correspondence and enquiries, providing exceptional customer/donor service including call handling, upselling fundraising / volunteer enquiries and receiving of visitors. Deals with escalated issues from the team. Assists in planning and organising communications and stakeholder/ fundraising / special events. 2 Data & systems management - Manages and maintains information systems to ensure that data is current and accurate. Ensures that all internal processes and procedures are adhered to. Ensures compliance with data protection act. Acts as super-user for video conferencing & other audio visual applications 3 Facilities and contract management - Act as liaison for facilities management issues. Liaises with internal specialists, external agencies and contractors to ensure the site, equipment and pool vehicles are maintained within agreed procedures and the national framework. 4 Financial administration - Provides financial support as may be required e.g. banking and recording of gifts and donations, processes purchase orders & expense requisitions and, administers petty cash. Assists the Mobility Team Manager in managing the budget 35% 20% 10% 10% 46