Job Description:

Advice and Information Services Manager

Post: Advice and Information Manager

Fixed Term: Permanent

Hours: 30 hours per week

Salary: OPFS Scale Points 25 – 29, £34,004 - £41,561 for full time, £24,289 - £29,686 per annum, pro rata for 25 hours per week.

Location: Home-based until such time as we can safely return to office working. The role will then be based in Edinburgh or Glasgow with hybrid working considered.

Reports to: Head of Policy and Strategy

OPFS Advice and Information Service

The Scotland-wide advice and information service for single parents provides the:

· OPFS Advice Service for single parents and practitioners seeking advice via our Helpline, Webchat, advice@, 'Ask a Question' and Facebook

· OPFS Advice Information on-line content about advice issues that matter to single parents.

· OPFS Advice Training service which delivers online and in-person training courses for practitioners working with single parents

Main Duties

Responsible for the management, day-to-day running, and adequate resourcing of OPFS national information and advice service. This includes:

l The effective running of OPFS multi-channel advice service, web-based advice information for single parent families, and training for practitioners on issues affecting single parents.

l Leading on funding applications for the service, working with, and supported by, OPFS Business Development team, managing budgets and reporting back to funders.

l Leading, developing and supporting the A&I team members.

l Ensuring effective deployment of the Advice and Information CRM system.

l Recording the experiences of single parents, analysing these to identify trends and patterns to inform OPFS’ policy and influencing work.

l Representing the work of OPFS to external agencies and developing new areas of work.

Specific Duties

l Leading the development and delivery of OPFS national information and advice service through a range of funding streams.

l Managing the A&I service income and expenditure in line with annual budgets and liaising with the OPFS Finance Manager on preparation of budgets.

l Working closely with OPFS business development team on funding applications and monitoring and evaluation information for funders in a timely and accurate manner.

l Staff development through regular support and supervision and annual appraisals.

l Organising and facilitating regular team de-brief meetings to enable the A&I team to share knowledge/ information and gain support on difficult or distressing calls.

l Ensuring staff make best use of the CRM system and develop a culture of continuous improvement.

l Being an ambassador for the national information and advice service and developing new links with community, voluntary and statutory partners.

l Working closely with OPFS Comm’s team, developing digital channels and the marketing and promotion strategy for the service.

l Developing performance metrics and a quality assurance framework to monitor and evaluate the impact of the services including consultations with service users.

l Maintaining ongoing recording of the experiences of single parent users of the service to inform OPFS policy & influencing work.

l Ensure compliance with: National Helpline Quality Standards, Scottish National Standards for Information and Advice Providers

l Any other relevant duties as requested by the Directorate or the Board

Personal Specifications

Qualifications and Disclosures

— Relevant degree level qualification or equivalent experience in a related field.

— Satisfactory Standard Disclosure check

Experience

— Experience of managing and delivering multi-channel advice and information services.

— Proven ability to manage staff teams, recruit, develop and motivate staff

— Experience of planning and management of budgets.

— Experience of operating in a modern digital workplace with experience of online case management systems and an understanding of the importance of data quality.

Skills & Attributes

— Excellent people management skills with the ability to support and motivate staff.

— Excellent ICT skills and proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.

— Strong influencing skills and an ability to build and establish good relationships with a range of stakeholders

— Ability to respond quickly and effectively to changing needs, service requirements and to meet tight deadlines

— Strong analytical skills to interpret and present statistical management information

— Good relationship building skills and the ability to be tactful, diplomatic, and sensitive to the needs of others

Knowledge

• Knowledge of single parent issues in Scotland e.g. family law, benefit system.

• Knowledge of National Helpline Quality Standards and Scottish National Standards for Information and Advice Providers

• Understanding of current government policies relevant to one parent families

• Knowledge of developing training to practitioners.

Values and Attitudes

• Ability to work under pressure to tight deadlines, work on own initiative, organised approach, and commitment to accuracy.

• Exhibit values which are non-discriminatory and culturally sensitive that encourages single parents to access services.

• Clear understanding of the importance of excellence of customer service

• Ability to commit to the aims and values of OPFS and actively contribute to organisational cohesion, encouraging cross-team working, and a problem-solving approach.

Terms & Conditions

1. Period of appointment: The appointment is permanent. Confirmation of appointment is subject to satisfactory completion of a 3-month probationary period, Disclosure Checks and receipt of references.

2. Salary: OPFS Scale Points 25 – 29, £34,004 - £41,561 for full time, £24,289 - £29,686 per annum, pro rata for 25 hours per week

3. Hours of work: 25 hours per week, days to be agreed with line manager. As a flexible employer with life and family-friendly culture, flexible hours will be considered as will hybrid working – spreading the working week between the home and office.

4. Holidays: Annual leave entitlement is 25 days and 12 Public holidays, pro rata for part time.

5. Pension: You will be auto enrolled from your start date. OPFS pays 7% of your salary and you pay a minimum of 3%.

6. Training and support and supervision: You will receive induction training and frequent support in the first three months. Thereafter you will receive monthly individual support and supervision and annual appraisals. Regular team meetings will be held, and staff have access to internal and external training.

7. Equal Opportunities and Family Friendly Employment: OPFS aims to be an equal opportunity and family friendly employer. OPFS has Investors In People status.

8. Recruitment Timetable: The closing date for applications is 13^th August 2021. Shortlisted applicants will be invited to an interview w/c 23^rd August 2021. Please email your completed application to jobs@opfs.org.uk

The job description is a broad picture of the post at the time of preparation. It is not an exhaustive list of all possible duties, and it is recognised that jobs change and evolve over time.