JOB DESCRIPTION. Carer Communications and Marketing Manager

Transcription

1 JOB DESCRIPTION Job Title: Salary: Contract: Hours: Accountable to: Based at: Carer Communications and Information Worker 20,000 (for 37 hrs per week) Full Time, Permanent 9.00am to 5.00pm Carer Communications and Marketing Manager Head Office currently Crawley Job Purpose To support the Communications and Marketing Team and Carer Services delivery Programmes in all aspects of internal and external communication throughout the organisation. To provide a high standard of efficient, flexible, adaptable administration, creative communications, accurate data input, PR and provision of information to carers. The role will ensure the Team offers a friendly, responsive liaison, administration and support service for all involved in organisation and provision of the Carer Learning and Wellbeing Programme and in the development of the Carer Friend Community Programme. Allocation of priorities and time will be directed by the Carer Communications Manager and the post-holder will be adaptable. Continuous improvement in carer engagement, gathering and responding to feedback and integration with operational teams are key objectives for the team. Carer Communications 1. Respond to all communication channels (phone, , online, face to face) and provide accurate information about CSWS and partner services, direct people to the CSWS Carer Response Line, appropriate Wellbeing Support Team or worker or other available external support services. 2. Promote excellence in carer communications and meet all agreed response time targets as set by the carer quality standards working group helping achieve continuous improvement in all areas. Page 1 of 5

2 3. Provide administration, data input and information support across teams for efficient and responsive carer engagement and service delivery. 4. Contribute to the implementation of new online applications to enhance carer communications. 5. Prepare mailings to carers, partners and stakeholders to keep colleagues and carers informed of events and activities. Communications Service Administration 1. Organise rooms and venues for events as requested. Keep an up to date diary and work programme for the Carer Communications Team that reflects agreed priorities, key meetings and external awareness days. 2. Monitor the Communications and Carer Friend inbox on a daily basis. Deal efficiently with inbox s and any postal correspondence as required and distribute. Provide acknowledgement/initial response to incoming enquiries via an increasing range of social and communication media within agreed protocols. 3. Upload documents to SharePoint and maintain any specific libraries as directed. Ensure staff have access to up to date information and adopt a consistent and rigorous approach to version control. 4. Administer survey feedback and management reporting, upload information to SharePoint, the website and other communication channels as directed. 5. Actively build, promote and maintain excellent, friendly and productive working relationships with all volunteers, staff, partner colleagues and carers as appropriate ensuring the highest standard of PR in all. Communications, Marketing and Information Services 1. Be proactive in taking responsibility for maintaining the core stakeholder mailing list and Carer Friend mailing list and all other mailing lists as required, inputting and extracting data from the CSWS CRM system as appropriate. 2. Maintain the stock of communications and marketing materials including but not limited to posters, leaflets, social media banners and profiles, infographics, adverts, re-sizing partner and other organisation logos and graphics to fit within CSWS materials. 3. Manage and keep up-to-date the employee wall planner and be the active gatekeeper of the corporate brand guidelines and the suite of CSWS marketing templates. 4. Work as a member of the Communications and Marketing Team providing administrative support and arrangements for team meetings. Organise meeting schedules, prepare agendas and minutes and ensure timely circulation of papers in line with agreed dates. 5. Maintain inventories of marketing resources as directed. Page 2 of 5

3 6. Work with the team to support of events and activities for Carers Week, Carers Rights Day and other promotions and campaigns, and help organise and staff CSWS events as and when directed. 7. Input information to CSWS databases, the website, CMS and other media and run mailmerge lists to deliver e-communications. 8. Provide support for database changes and development to support analysis and continuous improvement of data capture, quality and management reporting and implement safe data sharing. 9. Action data cleansing and data input activity as requested to support communications, marketing and information activities. 10. Provide support for CSWS Digital and Social Media services including cover and support to the Social Media Lead to ensure that a high level of activity is maintained at all times. Contribute creative and specialist design input to keep CSWS social media channels live, vibrant and engaging. 11. Support with design improvements and changes to the CSWS website and be a back-up administrator keeping the website up to date. Upload material and information as directed. 12. Provide support on the use of brand guidelines and provide practical input to the development of guidance. Proof and edit materials as requested to ensure high quality production and publication of information. 13. Support the team in development of policy and process to establish and embed efficient and effective practice associated with areas of responsibility. 14. Co-ordinate and produce content for the internal Information Feed and contribute to the co-ordination of staff meetings. Carer Learning and Wellbeing and carer Friend Community Programmes 1. Provide administrative and co-ordination support to the Carer Learning and Wellbeing Programme and Carer Friend Programme. 2. Support the team in the efficient administrative of carer programmes including setting up events, booking arrangements/systems, providing service information and attendance lists, liaising with speakers, providing confirmation to carers and answering queries. 3. Proactively support the stakeholder engagement and Carer Friend programme by taking responsibility for: maintaining an up-to-date stakeholder engagement and Carer Friend distribution list designing and helping to produce stakeholder/carer Friend engagement publications managing the press and media contacts list managing and keeping up-to-date CSWS parish, town and village communication channels promoting CSWS town and village services approach with pharmacies, libraries and other community outlets 4. Maintain up-to-date and comprehensive ing lists. Page 3 of 5

4 5. Co-ordinate the promotion of the programmes to help maximise attendance and interest. 6. Set up and co-ordinate the feedback process. 7. Coordinate speakers and staff attendance to ensure that all Carers receive a warm and friendly welcome. Provide an onsite personal meet and greet service where requested. 8. Liaise with contacts at all venues to raise CSWS profile and ensure a smooth event process on the day, encouraging a positive working relationship and PR approach with all. Impact and Reporting 1. Provide administrative support for the annual programme of surveys and design the results analyses. 2. Work with the team to log, process and develop carer experience feedback and expand promotion and presentation of carer stories. 3. Co-ordinate carer consents to use photography and stories. 4. Support the process of contract reporting and ensure the protection of confidential data. 5. Co-ordinate the development of infographics to highlight services as directed. 6. Work with the Carer Communications and Marketing Manager to ensure CSWS is fully compliant with Accessible Information Standards and General Data Protection Regulations. To include establishing and maintaining an approved consent system for use of photographs, other media materials and to store and share data. General 1. Attend staff meetings as required and help co-ordinate meeting arrangements and information. 2. Promote CSWS Vision, Values and Strategic Aims and positive PR in presenting the organisation and services across all work areas and to the wider community. 3. Work with the Health and Safety operational lead to gather, collate and take action to eliminate risks and issues arising from DFE workplace assessments. 4. Liaise with colleagues to ensure operation of safe office services policies, procedures, security and systems. Other Responsibilities 1. Assist the Carer Communications and Marketing Manager, Chief Executive and members of the Leadership and Team Leaders and Central Services Staff as requested. Page 4 of 5

5 2. Provide support to the Funding and Development Lead in fundraising promotions, messaging and events as directed. Help the team to embed a fundraising culture in all own and team work activities. 3. Any other reasonable duties as requested by the Leadership and Management Teams or Chief Executive and/or Board of Trustees. Health and Safety As an Employee of CSWS you have a responsibility under the Health and Safety at Work Act to ensure health and safety of all carers, colleagues, volunteers and visitors in accordance with Health and Safety Policy including to:- Take reasonable care of yourself and others at work. Ensure that Health and Safety rules are not broken. Report and take action to address operational Health and Safety risk Equality and Diversity CSWS is committed to anti-discriminatory policies and practices. The post-holder is required to make a positive contribution to promote equality of opportunity and diversity. Page 5 of 5