Job description and person specification

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1 Job Title: Salary: Location: Reports to: Facilities and Office Manager 31,000 (Pro rata) Marshall Street Centre Manager Background: Central London Samaritans is the biggest of Samaritans 201 branches. Situated in the heart of London, 450 volunteers deliver the Samaritans service round the clock, every day of the year providing support for anyone struggling to cope. Assisted by a small staff team, volunteers manage over 100,000 calls a year, 4,500 face to face visits at branch and respond to over 10,000 and text contacts. CLS is active in the local community, providing emotional support for London s homeless at weekly food drops, running peer-to-peer listener programmes at Brixton and Holloway prisons and delivering talks to schools and workplaces. We are also part of the national partnerships with Network Rail, London Underground and Cruse providing training and support around suicide and suicide prevention. Samaritans volunteers are also available to respond at short notice to offer emotional support following any form of crisis or emergency in London. Central London Samaritans was the founding branch of the Samaritans movement and has a rich history which began in the crypt of St Stephen Walbrook 60 years ago. The Facilities and Office Manager will lead on the infrastructure, maintenance, security and administration of the branch to ensure 24 hour operations, 365 days a year. The post holder will manage external contractors and ensure compliance with relevant policies, procedures and lead on risk assessment of the branch. Role Description: Facilities and Office Management IT Finance Line Management

2 Main responsibilities: 1. Facilities and Office Management Managing the annual contract cycle, negotiating contracts where savings can be made to ensure a preventative planned maintenance programme Ensuring the branch s infrastructure; building, contents, office and domestic equipment, IT and telephony equipment are maintained to provide a robust 24 hour operation Managing the support systems and inventory as required Leading on infrastructure improvements across the branch Improving and supporting the working environment by leading on appropriate projects and day-to-day upkeep Troubleshooting equipment and services, liaising with contractors and consultants Acting as the branch s Health and Safety Officer, Fire Marshall and primary First Aid contact Providing operational support to staff and volunteers Leading on facilities based communications to provide straightforward guidance to support volunteers to deliver the 24 hour Samaritans service Ensuring key stakeholders are informed of procedures for out of hours service support to maintain a 24 hour operation Provide out of hours contact and guidance for out of hours service support Leading on risk assessment for the building Maintaining premises security Manage the safe storage of materials covered by the COSHH regulations Leading on stringent health and safety provision and adherence to safe working practice Leading on external venue hire for events including the annual conference and managing operational requirements Managing hires, centre bookings and relevant administration Working with relevant branch teams to ensure effective internal branch communications 2. IT Acting as systems administrator to maintain services and resolve issues in consultation with contractors, consultants and national representatives Managing the IT network server, working with the IT Support contractor o Managing user accounts, permissions, troubleshooting, back up processes, maintaining connectivity and providing first line support Managing the IT contract ensuring value for money Inputting into the development of the volunteer database and rota tool in consultation with key stakeholders Leading on the maintenance of the branch s website and intranet sites, including updating content in consultation with the branch s development and communications teams

3 Managing the telephony estate, working with the system provider o Managing extensions and the telephony network infrastructure and connectivity within the building o Managing MAC requests o Providing first line support and escalate where appropriate 3. Finance Managing facilities based financial reporting procedures Reporting against the facilities budget and reducing costs where possible Providing audit support to Management Develop commercial room hire as a sustainable income stream 4. Line Management Undertaking recruitment, induction, training and development and performance management appraisals of the Centre Administrator Providing line management of the Centre Administrator to provide an effective administrative service to the staff, volunteers and senior charity volunteers Managing the appraisal cycle for the Centre Administrator 5. Volunteer Facilitation Lead the development of Support Volunteers who focus on the facilities and administrative support of the Centre Managing facilities and administrative support volunteers to support the service delivery where appropriate Working with national volunteering guidelines to ensure support volunteers are fully supported within their activities The summary of responsibilities is neither exclusive nor exhaustive and responsibilities may vary from time-to-time in the light of changing circumstances and in conjunction with the post holder. Hours of work The basic hours are 28 hours per week spread over four working days. Within these hours there may be need to work some evenings and weekend days, so flexibility is essential. The core responsibilities should be carried out during weekdays. The amount of out of hours work will be agreed on an ongoing basis. Time off in lieu will be allowed in agreement with the Centre Manager and in line with the current European Working Time Directive. Limitations The post holder will be required to work within the rules and regulations of Samaritans and accept the authority of the Director and the Chair of the branch s Board of Trustees, who have discretion to delegate authority to the post holder and to withdraw it.

4 Equal Opportunities Policy Central London Samaritans is committed to eliminating any discrimination and promoting diversity and equality of opportunity in all it does. It is therefore Central London Samaritans' commitment to provide equal opportunities in employment and we will not unlawfully discriminate against job applicants, employees of the Company, volunteers, workers or contract workers on the grounds of their age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation

5 Person specification Post Title: Facilities and Office Manager Requirements Essential Desirable Test criteria: A = Application I = Interview P = Presentation Qualifications/ training Skills and abilities Educated to Degree Level or equivalent Experience of working in the voluntary sector Excellent IT skills including MS Word and Excel IT network and telephony management Excellent working knowledge of MS Access (2003 and 2010) Excellent organisational ability, negotiation skills, dynamism and the ability to plan Working knowledge of web design software such as Dreamweaver, WordPress etc. Excellent written and verbal communication skills Ability to organise and maintain office and branch systems Ability to juggle competing workloads and priorities, often involving requests from different parts of an organisation Ability to work to deadlines both selfimposed and those imposed by others Ability to communicate and influence a variety of individuals including external contractors Ability to work on own initiative, under pressure and to tight deadlines Ability to use correctly basic power tools and other equipment to make repairs and improvements A, I A, I, P

6 Experience Project management knowledge and skills Experience of managing a budget Experience in IT and Telephony systems maintenance and administration Experience of working with volunteers and paid staff in a charity context A, I Experience in systems administration or tech support of Microsoft systems, network infrastructure (voice and data) and other web based or database applications and systems Experience of establishing and maintaining databases and basic websites Experience of overseeing the facilities and estates aspects of an organisation and its buildings, including negotiation and administration of maintenance contracts Previous management experience of recruitment, supervision and training of staff Adhering to Health and Safety Regulations including undertaking Risk Assessments Working knowledge of COSHH regulations as they apply to site Experience of undertaking minor repairs, maintenance and improvement tasks Experience of building security and alarm systems Experience of working with Boards of Trustees and senior volunteers Experience of managing support volunteers Building Maintenance Qualification Industry standard IT professional certification Management of inspections and monitoring relating to statutory compliance Stock control management and monitoring Character and personal qualities Approachable and friendly with good interpersonal skills Reliable and willing team member Organised Problem solver Proactive and able to act on own initiative

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