Job Description



Assistant Director of Operations

MAIN PURPOSE OF JOB: Responsible and accountable for effective delivery of SPEAR’s services and to support the Strategic Director of Operations with operational performance management

REPORTS TO: Strategic Director of Operations

SALARY: £38,000

PRINCIPAL RESPONSIBILITIES:

1. Service Delivery

To be responsible and accountable for the effective delivery of services for homeless and vulnerable people, in line with SPEAR’s strategic aims, business plans, policies and procedures.

2. Resource Management

To be responsible and accountable for the effective management of the financial and human and other resources for the delivery of services for homeless people

3. People Management

To be responsible and accountable for effective leadership, support, motivation, performance management and direction to staff working in the delivery of services

4. Relationship Management

To be responsible and accountable for ensuring effective relationships with commissioning and other funding stakeholders, partner agencies, colleagues, the public and other members of the wider community in which SPEAR services are delivered.

5. Performance Management

To be responsible and accountable for performance management of services, in line with client needs, organisational plans, internal and contractual targets and the wider commissioning environment

6. Corporate Responsibilities

To contribute to the wider management of SPEAR and taking a key leadership role with internal and external audiences in the absence of the Strategic Director of Operations

SPECIFIC DUTIES:

NB: The post holder will be directly responsible for the delivery of some of SPEAR’s services. These services may change over time. Unless stated, the duties below related to directly managed services.

1. Service Delivery.

▪ To ensure services are delivered to a high quality

▪ To ensure services are contract/funding compliant

▪ To ensure services are compliant with SPEARs strategic aims and values

▪ To ensure services are compliant with SPEARs business plans, policies and procedures

▪ To ensure clients receive a high quality of customer service

▪ To support the Strategic Director of Operations in the delivery of other services as requested

2. Resource Management

▪ To ensure that service budgets are set economically and realistically

▪ To ensure services are delivered within budget

▪ To prepare robust business cases for restructuring resources when required

▪ To ensure effective team work between service delivery staff and other staff work elsewhere in SPEAR, external partners and colleagues

▪ To ensure service delivery staff effectively utilise the SPEAR client database

3. People Management

▪ To undertake and ensure effective line management of service delivery staff, including the timely execution of 121’s and appraisals

▪ To ensure effective regular and professional team meetings take place

▪ To ensure adequate staff learning and development

▪ To ensure an adequate on-call system is in operation

4. Relationship Management

▪ To develop and sustain effective personal relationships with all SPEAR colleagues, including other senior managers, Trustees, volunteers, clients, partners, and commissioning/funding stakeholders.

▪ To ensure effective relationships are developed and maintained by all service delivery staff with colleagues, volunteers, clients, partners and commissioning/funding stakeholders

▪ To ensure SPEAR enjoys a positive reputation with members of the public and all members of the wider community within which we operate

▪ To ensure adequate Health & Safety policies and procedures are fit for purpose and effectively applied and complied with in all areas of service delivery

5. Performance Management

▪ To ensure service delivery staff input operational data into the client databases in an accurate and timely manner to allow for timely internal and external reports

▪ To take a lead role in managing the current client databases and the SPEAR Data Analyst post holder

▪ To support the Strategic Director of Operations in the development of current and future client databases

▪ To be responsible and accountable for drafting performance reports for funders and commissioning stakeholders - and to support the Strategic Director of Operations in the presentation of these reports.

▪ To be responsible and accountable for drafting performance reports for internal stakeholders, including Fundraising colleagues, the Chief Executive, and Trustees - and to support the Strategic Director of Operations in the presentation of these reports.

▪ To be responsible and accountable for the production of operational data for new business, annual reports, external presentation purposes as requested

▪ To support the Strategic Director of Operations to analyse operational performance data, (together with feedback from clients, service delivery staff, partners and commissioning stakeholders) and report this analysis internally as requested

▪ To support the Strategic Director of Operations to use the analysis above to plan and deliver performance improvements - through amendments to current service delivery models or operational procedures, or through the development of new services, (through new fundraising applications), or through new partnership arrangements.

6. Corporate Responsibilities

▪ To support the delivery of SPEARs strategy, through annual business plans, and complementary operational plans

▪ To support the development, delivery and reporting of SPEARs Risk Map

▪ To report on operational performance, H&S, HR and other areas as requested - to the Strategic Director of Operations, Chief Executive, Trustees or Commissioners in a timely manner

▪ To ensure that other information required from service delivery staff is provided to internal colleagues and external stakeholders as required in a timely manner

▪ To support the Strategic Director of Operations in other projects, as requested.

▪ To ensure service delivery quality assurance systems are complied with and applied by service delivery staff

▪ To ensure all of SPEAR’s policies and procedures are complied with and applied by service delivery staff

▪ To take a lead role in the absence on the Strategic Director of Operations in internal and external settings.

▪ To undertake other duties as required by the Strategic Director of Operations or Chief Executive in keeping with the purpose and principle responsibilities of the post

| |

|PERSON SPECIFICATION: |

|Assistant Director of Operations |

|CRITERIA |E or D* |S or I** |

|KNOWLEDGE & UNDERSTANDING | | |

|A good knowledge of the homelessness sector in London |E |S |

|A good working knowledge of best practice in service delivery across a range of specialist components of homelessness service |E |S |

|provision, (i.e. mental health, substance misuse, etc) | | |

|A good understanding of Fundraising, Local Authority and other Statutory funding of homelessness services |E |S |

|A good understanding of best practice in voluntary sector management | | |

|A good understanding of best practice in operational databases used in the homelessness sector, (including data capture and data |D |S |

|reporting) |E |S |

|A good understanding of performance management best practice in the homelessness sector | | |

|A good understanding of reporting to internal and external audiences |E |S |

| |E |S |

|SKILLS & ABILITIES | | |

|Ability to manage a varied group of service delivery teams |E |I |

|Ability to develop and deliver business plans effectively |E |I |

|Ability to manage teams to be compliant with organizational policies and procedures, including Health & Safety and Quality |E |I |

|Assurance | | |

|Ability to effectively utilize operational databases |E |I |

|Ability to develop operational databases |D |I |

|Ability to report effectively to internal and external audiences, utilizing operational data and feedback from stakeholders, |E |I |

|(including clients) | | |

|Ability to analyse operational data and stakeholder feedback to identify areas for improved performance |E |I |

|Ability to use this analysis to develop and deliver plans to amend service delivery models, operational procedures or partnership| | |

|arrangements and to develop new service models |E |I |

|Ability to manage resources using budgets and management accounts |E |I |

|Ability to support the submission of bids to secure new funding |E |I |

| |E |I |

|EXPERIENCE | | |

|Experience of leading service delivery at a middle management level |E |S & I |

|Experience of involvement in the development and delivery of business plans |E |S & I |

|Experience of internal reporting to senior colleagues, (i.e. CEO and/or Trustees) |E |S & I |

|Experience of external reporting to external stakeholders, (i.e. funders/commissioners) |E |S & I |

|Experience of managing the use of operational databases |E |S & I |

|Experience of developing operational databases |D |S & I |

|Experience of analysing operational data to identify areas for improved performance |E |S & I |

|Experience of contributing to high level internal and external reports that draw on operational data |E |S & I |

|Experience of gathering client, delivery staff and stakeholder feedback to identify areas for improved performance | | |

|Experience of using this analysis to drive amendments to service delivery models, operational procedures or partnership |E |S & I |

|arrangements and to develop new service models | | |

|Experience of supporting new funding bids |E |S & I |

|Experience of effective financial management through budget setting, management accounting | | |

| |E |S & I |

| |E |S & I |

|QUALIFICATIONS | | |

|Management, Voluntary Sector or other relevant qualification |D |S |

|* Assessment Critera: E = essential D = desirable |

|** Assessment Method: S = at short listing I = at interview |

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