0141 353 1800



Glasgow Council on Alcohol14 North Claremont Street, Glasgow G3 7LE0141 353 1800JOB DESCRIPTIONJOB TITLE: Client Services Manager Salary: Starting Salary GCA GRADE 8 - ?30,947Hours: Full Time - 35 hours per week including some evenings and weekends Flexible working, part-time hours, or job-sharing arrangements will be considered for the right candidateGCA deliver services over 7 days per week MAIN FUNCTION / RESPONSIBILITYThe Client Services Manager will manage GCA’s Integrated counselling and wellbeing programmes to the benefit of individuals who access our services. Individuals who are experiencing or are in recovery from addictions. The service will address health and social wellbeing, while promoting and supporting the development of trauma informed practice. The Client Services Manager will be responsible for the services within Glasgow City and East Dunbartonshire with an emphasis on timely access to effective alcohol support within local communities to decrease levels of alcohol consumption, increase alcohol awareness and encourage the adoption of new skills/coping strategies. REPORTING RELATIONSHIPSThe Client Services Manager reports directly to the Head of Services.MANAGEMENT ACCOUNTABILITYThe Client Services Manager will support and line manage the counsellors, Health and wellbeing support workers and Volunteers. This will be undertaken in conjunction with other GCA management team duties.KEY RESULTS AREADevelop and review all aspects of the service including data management and confidential client filesAdhere to service regulation such as commissioners and COSCA guidelinesSupport the development and ongoing review of quality assurance systemsProvide quarterly and annual reports for funders and other reports as required Manage NHS waiting times and the assessment referral system to ensure that resources are efficiently effectively utilisedRepresent GCA and promote the service, seeking opportunities for service developmentEnsure client referrals are triaged to appropriate services Support individuals to engage in health-promoting activities, skills development and peer support Support individuals to overcome barriers to engagementAssist in the development of a framework to monitor record and evaluate the effectiveness of the service Routinely and systematically engage clients in planning and delivering improvements in servicesSupport Staff and Volunteers to provide a high-quality service and work towards best practice in all aspects of service deliveryEstablish and maintain constructive joint working relationships with other service providers, commissioners and colleagues as indicated by successful cross referrals and positive feedbackRecruit and support counselling volunteersMonitor GCA’s process of meeting NHS national waiting times target for addiction services of referral to treatment within under three weeks Provide high quality alcohol assessments and/or counselling to individuals where appropriate Expand GCA’s counselling service in local communities Community DevelopmentLiaise with partners and referring agents regarding service development and deliveryDevelop partnerships with a wide network of local services and agencies Establish and maintain constructive joint working relationships with service providers across Glasgow Represent GCA within community-based venuesEnhance the delivery of counselling in health centres across the region Monitoring and EvaluationRecord all work undertaken and contribute to the evaluation and reporting of the service Implement GCAs monitoring and evaluation systems ensuring aims and objectives are met Complete performance targets within time scales as directed by the Head of ServicesRecord and evaluate the effectiveness of the services using agreed toolsProduce reports which are accurately written and submitted on time Clearly communicate outcomes and report to all stakeholdersPeople Management Supervise service staff and volunteers including recruitment, PVG membership, induction, training and appraisalProvide leadership, vision, direction, guidance and support to staff and volunteers and work closely with team members to overcome challengesDelegate work to staff appropriatelyWork effectively as part of the GCA management teamGeneralIn conjunction with the Head of Services, coordinate and review a service action plan which incorporates short and long-term goalsWork closely with Team Leaders and Administration staff to ensure effective communication and continuity of serviceKeep up to date with current thinking and developments in the alcohol and drug field and share information with other members of staff and volunteers within GCA and apply this to the development of the serviceMaintain and coordinate a framework to record individual and service outcomes, help to analyse the data and meet all reporting requirements. Ensure effective, efficient and economic use of resources.Keep records in accordance with GCA guidelines and proceduresProvide guidance and support as appropriate to other people working in this fieldEnsure that evidence and best practice is applied within the service at all timesParticipate fully as a member of GCA Carry out any other duties as required PERSON SPECIFICATIONClient Services ManagerE = EssentialD = DesirableQUALIFICATIONSDegree and/or professional qualification in Social Care, Health, Social Work or equivalent EProject/Management qualificationDSKILLSGood written and verbal communication skillsCounselling skills or support work Project ManagementGroup workEDEEGood interpersonal skillsEPlanning and co-ordination skillsENegotiation skillsEPresentation skillsETeam building skillsService promotionEEEXPERIENCE OFWorking in a community settingRecruitment and support of volunteersEESupervising and developing staff and volunteersInter-agency workingEnabling community participationDeveloping programmes and initiativesDelivering group work programmesWorking in the health and social care field Developing strong partnershipsInvolving service usersApplying for funding EEDEEEEDKNOWLEDGE OFAlcohol and additionsESocial model of healthAlcohol and Drug quality principles Working with group dynamicsTrauma-informed practice approachRecovery approach (ROSC) EEEDDPERSONAL ATTRIBUTESProactiveESelf-directedESelf-motivatingEmpathicEENon-judgmentalE ................
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