Help Desk Supervisor Job Description

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1 Help Desk Supervisor Job Description JOB TITLE HELP DESK SUPERVISOR HOURS The post is 37.5 hours per week, including some evenings and weekend work. SALARY 18,000 20,000 ACCOUNTABILITY Accountable to the Help Desk Services Co-ordinator, St Martin s Centre for Health and Healing. LOCATION St Martin s Centre for Health and Healing at St Martin in the Bullring, Birmingham. HOURS 37.5 JOB PURPOSE To supervise volunteers who work on the Help Desk and Outreach To provide direct assistance to those using the Help Desk where appropriate To work with clients who require in depth, emergency intervention To lead the team on Outreach To provide support when required at Craftworx (art & craft group) To ensure that the Help Desk is equiped with the necessary information and is well organised To complete a monthly rota for Help Desk volunteers when required

2 To assist in the recruitment and training of volunteers to work on the Help Desk, Outreach and Craftworx To improve the Help Desk s accessibility to difficult to reach groups To assist in the development of further social and practical care initiatives within the centre To ensure the Help Desk and Outreach services fit with the delivery of other services within the Centre for Health and Healing and embrace the Christian ethos of the organistaion To work with the Help Desk Services Coordinatior in the developing services which are culturally sensitive, accessible and effective To ensure client records are kept up to date To assist in the ongoing monitoring and evaluation of the Help Desk, Outreach and other social care projects within the centre. SUPERVISION OF THE HELP DESK VOLUNTEERS The Help Desk service provides an appropriate level of service to respond effectively to the needs presented To supervise the day to day work of the Help Desk volunteers To ensure that appropriate referrals are made to other agencies and that correct policies and procedures are maintained Instruct and ensure that volunteers complete all client records To report any volunteer or client issues to the Help Desk Services Co-ordinator Enable smooth communication between all members of the team through holding a short feedback session before and after shifts on the Help Desk and Outreach, attending montly

3 staff meetings, completing the log book and writing up all indepth work completed with a client. Assist in the monitoring and evaluation of client satisfaction with the services provided, helping to ensure remedial action is taken as apprpriate. Monitor the availability of an appropriate level of resources. Identify and address any difficulties in the day-to-day operation of the Help Desk Service. Contribute to the production and updating of the volunteer handbook To contribute to the preparation of any reports required of the Help Desk Services Coordinator. Assist in the recruitment and training of suitable volunteers to staff the Help Desk, Outreach and Craftworx through assisting in effective recruitment campaigns and through initial and ongoing training courses. To help establish and maintain an appropriate volunteer base to meet the requirements of the service. Contribute to effective publicising of Help Desk services Ensure appropriate links with the counselling service are maintained at the Help Desk DIRECT WORK WITH CLIENTS Key results: To provide an appropriate response to client needs If additional time and assistance is needed to agree a care plan with the Help Desk Services Co-ordinator Key activities: Maintain own professional skills and knowledge to assist people appropriately Ensure work is discussed appropriately through supervision

4 Ensure own intervention empowers both volunteers and clients OUTREACH Contact is established with difficult to reach groups to ensure they are not excluded from the Help Desk service provisions Establish good communication and liaison with other voluntary and statutory organisatiions Ensure all interventions are recorded DEVELOPMENT WORK Identify and contribute to the development of appropriate social care initiatives that may be required to address clients needs To evaluate need, present proposals to the Help Desk Services Co-ordinator for the further service development To contribute to new initiatives as agreed with the Help Desk Services Cooridinator OWN PROFESSIONAL DEVELOPMENT The post-holder has a current personal development plan The post-holder has an active and creative approach to ongoing, continuous learning and development The post holder s knowledge and skills continue to develop

5 To undertake individual performance review, including setting personal objectives monitoring and development of an appropriate personal development plan with the Help Desk Services Co-ordinator To extend and develop professional expertise appropriate to the duties of the post To keep fully informed about current good practice and to monitor and evaluate the effectiveness of own assessment and intervention methods and remain open-minded and receptive to other approaches To participate in any agreed relevant training and development opportunities GENERAL ISSUES Liaise with the other St Martin s staff, both within St Martin s Centre for Health and Healing, as well as with staff of other statutory and voluntary agencies as appropriate. Further specific duties may be agreed between the post-holder and the Co-ordinator and Chair of the Board. The duties outlined in this job description serve as a guide to the current and major responsibilities of the post. As St Martin s Centre for Health and Healing is undergoing a period of rapid development the responsibilities and obligations on the post holder will enevitably change and develop, hence the need for regular reviewing of the job description. Such changes will be subject to consultation with the post- holder. The post-holder is expected to adhere to the policies and Procedures of St Martin s Centre for Health and Healing. The amount of time given to various tasks outlined above will be negotiated and prioritised by agreement with the post-holder, the Help Desk Services Co-ordinator and Chair of the Board. A pension scheme is available to join after the probationary period has been successfully completed.

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