Client/Practice Manager



Practice Manager - Job Description & Specification

Hours: 20 hours per week (to include occasional Saturday/evening work)

Pay/Grade: SJC point 31–35 £30,815 - £34,198 pro rata

Accountable to: The Chief Executive

Aim

The aim of the post is to manage and support the delivery of all RSB service provision and aid the development of the organisation and the delivery of excellence in service provision.

Key expectations of all staff

• To act at all times within the Policies and Procedures laid down in the organisation’s Policy Handbook.

• To strictly adhere to the Confidentiality Policy, bearing in mind that any breach of the policy will be a breach of contract and is likely to constitute gross misconduct.

• To be aware of, and act responsibly in relation to, Health & Safety matters in order to protect and promote the health and safety of clients, staff and other stakeholders.

• To act within the best interests of the organisation in all contact with clients, staff and other stakeholders and to behave in a manner which reflects the trust placed in you as a staff member of the organisation.

Main tasks and expected outcomes

Service Management

• Provide management and support to the contact, mediation, counselling and family support teams.

• Manage and oversee all client work.

• To be accountable for the quality assurance of all practice delivery and ensure all professional bodies standards are met.

• Attend regular reporting meetings with the CEO who is responsible for managing the strategic and operational functions and development of the organisation.

• Provide written reports timeously to the CEO, as requested.

• Liaise with the CEO, staff and volunteers to meet organisational targets and outcomes.

• Ensure the PVG process is administered accurately and rigorously.

• Assist the CEO with funding applications and reporting.

• Deputise for the CEO during his/her absence

Clients

• Ensure all clients are treated with respect and integrity in all their contact with the service.

• Ensure the safety, well-being and protection of all clients

• Liaise appropriately with service users who have queries, requests or complaints.

• Develop and maintain good working relationships with a range of referrers.

• Oversee internal and external referrals, client waiting lists and practitioner allocation

• Assist with service marketing and ensure that the service is available to all who need it.

Staff

• Ensure the safety, well-being and protection of all practitioners, staff and volunteers.

• Ensure appropriate mentoring, training, ongoing support and supervision is available to all practitioners in the mediation and counselling teams and the Family Support Worker.

• Supervise the contact team and ensure that they receive appropriate, mentoring, training and support.

• Assist with recruitment

Training

• Develop local training opportunities for all disciplines and engage with local partners to broaden and offer training opportunities for both internal practitioners and external partners.

• Liaise with the RS national office regarding national training, CPD provision, in-service training resources and events; contribute to the overall service training plan.

• Manage own training needs appropriately to fully meet the demands of the post.

Administration

• Work with the Client Co-ordinator to monitor case management.

• Produce/oversee all reports written for Court.

• Ensure all practitioners comply with administration protocols and procedures.

• Assist with the processing of staff and volunteer payment claims.

• Ensure the collection and dissemination of outcomes and statistics.

National

• Represent RSB on practice issues with the RS Network and attend quarterly national committee meetings.

• Represent RSB on national sub-committees and working groups as appropriate.

• Respond to Relationships Scotland consultation papers and papers from professional bodies, as requested by the CEO.

• Liaise with colleagues across the Relationship Scotland Network.

General

• To undertake other duties, as required by the CEO, which are in keeping with the general substance of the post.

Person Specification

Qualifications

• Educated to degree level or equivalent

• A relevant management qualification or extensive management experience is desirable

Experience & Knowledge

• A sound understanding of the effects of parental separation on children and families and family conflict

• Knowledge of domestic abuse and child protection issues

• An understanding of mediation, counselling or similar practice

• Strong people management skills

• Experience of conflict resolution

• Sound knowledge of risk assessment

• Have a proven record of operational planning and management experience

• Commitment to high professional standards and first class customer care

Skills & Personal Qualities

• Excellent verbal and written communication skills

• Organisational and administrative skills

• Ability to work under pressure

• Ability to work autonomously and as part of a team

• Ability to work flexibly and proactively

• Sound IT skills including Microsoft Word, Excel and email

In addition to the above essential requirements, experience of the following is desirable:

• Knowledge of the work of Relationships Scotland

• Ability to drive and access to a car

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