Drop in Services Manager

Job Purpose

The Drop-In Services Manager is responsible for the provision of a listening ear, practical support and advocacy for the drop-in guests. These may be people experiencing homelessness, those with mental health challenges, substance use disorders and other marginalized groups.

The person is responsible for the development and provision of services and increased attendance at the drop in and has the remit to develop and maintain outward facing activities including partner relationships, marketing and limited fundraising. They have responsibility for volunteer recruitment.

Key Accountabilities

• Services Provider
• Engage with guests on a one to one basis, providing a listening ear
• Provide practical support to guests
• Support guests when they connect with local support agencies
• Assess services provision and develop new services
• Establish and maintain relationships with community partners and service providers
• Ensure compliance with safety protocols, health regulations, and organizational policies
• Maintain accurate records and collect data for reporting and grant requirements
• Manage incidents at the drop-in, following charity policies and procedures
• Responsible for Volunteer recruitment
• Responsible for reviewing and implementation of the policies relating to service provision

Session Supervisor  

• Supervise the drop-in service 
• Provide induction and training to volunteers 
• Supervise volunteers  
• Ensure high standards of customer service and satisfaction 
• Address and resolve issues arising with our guests who will include individuals with substance misuse and/or mental health issues 
• Maintain cleanliness and organization of dining areas 
• Support guests including distribution of food packs     

Administrative and Other Duties  

• Create and maintain volunteer records
• Manage the guest voice programme
• Maintain current DBS checks for all staff and volunteers
• Ensure case notes are recorded and statistics maintained
• Support the Trustees in all charitable activities
• Managing the Charity’s IT and office infrastructure (desirable)
• Manage the petty cash and support the Treasurer in the financial requirements of the Charity
• Administration of the hardship fund and food pack distribution   

Fundraising and Marketing

• Undertake fundraising for the charity including submitting grant applications and identifying new revenue streams
• Provide marketing for the charity in form of social media and organising events to promote the public profile of the charity
• Develop and maintaining the charity website and social media

Health and Safety

• Adhere to all Marah policies and procedures, and relevant legislation including Health and Safety at Work Act and agreed practice and policy, and that hazards are observed and reported to the appropriate Trustee.  This incorporates all aspects of risk assessment.

Person Attributes

Experience

• At least 2 years’ experience working with individuals with substance misuse and/or mental health issues
• Demonstrate understanding of the issues facing homeless/rough sleeping individuals
• Demonstrate an empathic and adaptable approach to individuals with complex needs
• Knowledge of community resources and social service systems
• Crisis intervention and de-escalation skills
• Strong organizational and time management abilities
• Experience in the provision of practical support and advocacy
• Experience in fundraising and marketing, in particular grant application and applications to local authorities (desirable)
• Demonstrable experience in social media and Microsoft Sharepoint (desirable)
• Good interpersonal skills - to be able to liaise with people and build trust with guests
• Working knowledge of MS Office software, particularly MS Word & MS Excel. Sharepoint (desirable)
• Excellent IT skills including resolving IT issues (desirable)
• Commitment to and valuing of, the role and contribution of volunteers
• Ability to manage time effectively with good planning and prioritising skills

Qualifications

• Educated to GCSE grade c or above in English and Maths
• Full driving licence
• Relevant qualifications for the role

Please click on Apply Now and email your CV and covering letter.