Job Description Job Title: Services Delivery Manager, Wales Job Ranking: 3 Responsible to: Location: Head of Service Delivery South & ngineering Home-based (Guidance will be given on travel to and from activities) Hours per Week: 37.5 Date: June 2017 Job Purpose: The Services Delivery Manager has overall responsibility for delivering a standardised service in a region of the UK. These services include Ambassador Clubs, Work Placements and Wheelchair Skills Training. The post holder will manage a network of Whizz-Kidz volunteers, trainers and Young Leaders linked to their clubs ensuring the best possible team with the right skills are in place for the successful delivery of each club. This will include interviewing, training and supporting volunteers in the region, performance managing trainers and engaging with young leaders. The post holder will ensure that Whizz-Kidz services are joined- up and delivered to a high standard (with a focus on Ambassador Clubs comprising multiple tailored activities based on individual needs) in strategic locations. The post holder will have a key role in building relationships within their region to enable the growth and development of Whizz-Kidz services. This includes partnering with local youth organizations, Local Authorities and Schools. Referrals will be shared with colleagues across the Young People s Team and wider organisation where appropriate for the good of Whizz-Kidz. The Services Delivery Manager is responsible for ensuring the content of each activity is tailored to the needs of individuals, attracts demand, fills a need in the local area and supports the skills and development of the members attending. The post includes overall responsibility for evaluating / tracking each service user s customer journey, their development and mapping out what services are appropriate and when for their clubs. Working collaboratively with colleagues across the Young People s Services team, ensure that the Young Leaders Programme is fully integrated into all services. This will enable
young people's development and also provide valuable data for monitoring and evaluation. The post holder will provide support to Kidz Board members in their region, making sure that they are involved and engaged in regional services, capturing the views of young people and engaging them in regional campaigning. With the Head of Service Delivery South & ngineering, the post holder will be responsible for ensuring that all clubs are delivered within budget. The post holder will work closely with the Customer Services (CS) Team to ensure all internal Service Level agreements are met in terms of completing paperwork for activities and events. Main Duties and Responsibilities: 1. Safeguarding & Safety Management 1.1. Carry out Risk Assessments for each activity and young person for each event ensuring updated care information is available on the Customer Services Database. 1.2. nsure all risk assessments are in place and up to date by effective partnering with the CS team. 1.3. Through effective partnering with the CS team ensure that all attendees have an up to date health care assessment. 1.4. Through partnering with the colleagues responsible for volunteer management, ensure all volunteers are correctly trained and have up to date safeguarding checks. 1.5. nsure that the Ambassador Club accountable trainer updates all club documentation before and after each club to agreed SLA s 1.6. Partner with the CS Team to ensure every club member has an up to date PP in place. 2. Delivery of Services 2.1. nsure services are well established and that young people are fully engaged in the design and delivery of content one year in advance within a region. Monitor the effectiveness of support provided to enable their full participation. 2.2. Manage and coordinate Ambassador Clubs, Work Placements and Wheelchair Skills Training schemes, ensuring each service has the correct attendance against the Operational Plan. Book Whizz-Kidz Trainers, Healthcare Assistants, Volunteers and Young Leaders to support each service 2.3. Manage budgets effectively to ensure that each club is delivered within budget. Report and agree any variances with the Head of Service Delivery South & ngineering. 2.4. nsure the content of each club is delivered to agreed high standards by Whizz- Kidz teams and external providers. Monitor the quality of each session and contribute to the lessons learned across the team to continuously improve service delivery. 2.5. nsure all services are planned with Young Leader content in mind and time is
allocated within each event for Young People to do their personal reflections. 2.6. nsure Young People receive appropriate support and resources to complete Young Leader Programme modules and work with the Volunteer Services Manager to ensure volunteer support. 2.7. Partner with the Communications team to ensure that the right level of awareness is established around all services to ensure demand is consistent. 2.8. Work with partners in Schools and the NHS to plan and deliver Wheelchair Skills Training across Wales. 2.9. Work across Wales with employers to secure and deliver work placements for Ambassadors in the region. 3. Trainer, Volunteer and Young Leader Management 3.1. nsure that Trainers and Volunteers leading and delivering clubs and Wheelchair Skills Training are appropriately skilled and trained and deliver to agreed standards and service level agreements. 3.2. Manage Trainer performance by conducting regular reviews, evaluations and observations at activities and provide constructive feedback for development. 3.3. Carry out interviews for volunteers and conduct Volunteer Training for volunteers in your region, working collaboratively with the Volunteer Manager. 3.4. Support service delivery across all services including clubs, Wheelchair Skills Training, Camps, Work Placements and Work Skills Days. 3.5. Get to know Kidz Board representatives in the region. Meet with them and ensure they are involved in local services in order to represent the voice of young people and engage them in regional campaigning. 4. Managing the Development of Partnerships and Funding 4.1. Support the integration of Club services into the landscape of wider services for young disabled people within your region and identify how to partner with local service providers for the benefit of all users. 4.2. Working with colleagues, identify and build long-term partnerships with local organisations, including wheelchair services, schools and local authorities, to promote and increase attendance at clubs and training events. 4.3. Drive referrals of young people for all services through partnership building and working with colleagues across the organisation. Specifically, work collaboratively with the Work Placement and Camp Whizz-Kidz teams to ensure all service users have the opportunity to benefit from all services. 4.4. Facilitate regular meetings of Ambassadors, Young Leaders, Volunteers and the representative Kidz Board member in the region to evaluate activities and impact of services. nable the regional Kidz Board member to be the voice of the region. 4.5. Identify gaps in provision locally with young people that can be communicated to the fundraising team to secure funding for the future.
4.6. Identify and source funding to support the development of the grant applications which will be monitored against the Operational Plan and through performance reviews. 4.7. Deliver at least 40% of Clubs in a year facilitating activities and coordinating external providers. 5. Monitoring and Reporting 5.1. Keep abreast of key issues and legislative changes affecting children and young people and where appropriate, identify potential implications and actions for Whizz-Kidz. 5.2. Reviewing regular performance in your region, provide regular updates and progress reports to Senior Management, partners and for funders. Highlight key successes and issues that should be celebrated and addressed. 5.3. nsure all reporting is delivered to the required standards and SLA s. 5.4. Budget management responsible for delivering services cost effectively within agreed budget and for working together with other members of the Services Team to review and reallocate budget appropriately. 5.5. Take a lead in gathering feedback from young people and families in line with the Theory of Change and Operating Plan 6. Other 6.1. When required, to carry out any other tasks within the scope of the role to meet the needs of the Young People s Team and the Charity, as directed by either the Head of Service Delivery or the Director of Services. 6.2. Contribute to a Duty Rota provision for the team up to a maximum of three times per year. Standard Clauses The post holder will work within all policies, procedures and budgets set by Whizz-Kidz. The post holder will act at all times in the best interest of Whizz-Kidz. The post holder will form effective working relationships with all staff members, volunteers and outside organisations as appropriate. The post holder must accept responsibility for ensuring that the policies and procedures relating to Health & Safety in the workplace are adhered to at all times. The post holder must respect the confidentiality of data stored electronically and by other means in line with the Data Protection Act. The post holder will not disclose to an unauthorised person any confidential information acquired through official duties unless they have received official permission to do so. The above list is not exclusive or exhaustive and the post holder will be required to undertake such duties as may reasonably be expected within the scope and job rank of the post.
Person Specification Job Title: Services Delivery Manager ssential/desirable Knowledge: Understanding and familiarity of good practice and law around child protection, disability discrimination and equal opportunities legislation, health and safety, confidentiality and data protection Understanding of national and local Government policy on youth work, play D services, and transition opportunities within relevant regions. Skills/Personal Qualities: Ability to get on with and motivate children and young people of all ages xcellent interpersonal skills with the ability to communicate at all levels Strong writing skills Ability to multi-task, work calmly under pressure and meet tight deadlines Ability to work as part of a team and on own initiative Highly motivated, positive and solution focused A high degree of accuracy and attention to detail Good level of computer literacy, including databases Ability to Speak Welsh D xperience: Line management/supervision of staff and/or volunteers xperience of working directly with young people and setting up, managing, developing and delivering clubs or similar youth services/leisure opportunities xcellent project management skills from inception to evaluation xperience of developing or co-ordinating training services for young people xperience of building effective links with partners leading to young people being referred to a youth service xperience of managing a buddying and/or mentoring scheme xperience of working directly with disabled children and young people Qualifications: ducated to degree level or possess a relevant qualification (such as supporting children and young people in their personal development or learning) or the appropriate experience in a directly related post Circumstances: Able to work irregular and/or extended hours, including weekends and school holidays Please note: This post is subject to an nhanced DBS Disclosure, which will be sought prior to the confirmation of a job offer. All Job Descriptions to be submitted to the Head of HR.