Supervisor, Social Work, Mental Health

Indicative Job Description & Person Specification

Typically £27,488 FTE (37 hrs) pro-rata for part-time hours Salary evaluations underway which may result in some salaries being re-evaluated - no salaries will be decreased

Full time and part-time hours considered

Contract

Permanent

Location

Travel across Leicestershire to branches and community venues, plus some home working

Line Manager

Service Manager / Service Supervisor

People Management

This role has day to day supervisory responsibility for staff and volunteers, including oversight of the quality of their work

DBS Check

This role is subject to a basic DBS check

Purpose of Role

Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively.
This role supports staff and volunteers working across the 3 Tiers.

Tier 3 – Specialist Advice & Complex Casework

Supervision of staff and volunteers delivering advice services. The sessions include assessment and advice delivered via a combination of face to face, outreach and remote channels. Supervisors are required to successfully complete assessor, adviser and supervisor training.

Main Duties and Responsibilities

• Managing advice and assessment sessions to ensure client needs and funder targets are met and that appropriate numbers of staff and volunteers are available.
• Monitor assessor and adviser performance to ensure that a consistently high standard of service is provided to clients.
• Provide feedback, advice and support to staff and volunteers to help them to develop their skills and maintain quality standards.
• Case-checking and follow-up with staff and volunteers — raising issues with the service manager where appropriate.
• Ensuring research and campaigning issues are recorded; monitoring trends in areas of need and client groups.
• Maintaining rolling lists of case studies and client feedback.
• Providing data collection and reports as required.

• Manage the practicalities of the advice/assessment session and ensure adequate staffing and resources.
• Provide an appropriate level of support and supervision, including monitoring of case records, telephone calls and face-to-face interactions with individual staff and volunteers depending on their level of competence.
• Identify remedial and developmental issues and act to develop individuals and improve the quality of advice.
• Keep technical knowledge up to date and provide technical support to advisers and assessors.
• Quality check case files against our AQS benchmarked Performance and Quality Framework.
• Complete MaPS accredited training for quality file checking and support independent file review of FCA regulated debt casework alongside the Specialist Manager.

• Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff can do their best.
• Participate in recruitment and selection activities as delegated.
• Participate in the induction and training of new staff as delegated.
• Ensure volunteer training records are maintained and raise identified training needs with the service manager.

• Ensure set targets are met.
• Work with the service manager to complete volunteer one to one sessions and annual appraisals.
• Ensure all allocated case checking is completed within deadlines.
• Ensure quality standards are met and contribute to the maintaining of organisational quality score to a minimum RAYG rating of Amber.

• Contribute to both local and national campaigns where appropriate.
• Keep up to date with research and campaigning issues issues and work with the service manager to ensure this work is promoted and integrated within…