Service Supervisor - Sheffield, United Kingdom - Citizens Advice Sheffield

Citizens Advice Sheffield

Verified Company

Sheffield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job description and person specification

Service Supervisor

Sheffield Citizens Advice and Law Centre, operating as Citizens Advice Sheffield provides a range of advice and advocacy services to Sheffield's communities and contribute to regional and national services.

We provide our services by phone, through digital routes and in person. We are part of the national Citizens Advice and

Law Centres networks.

Our advice services provide help and advice across a wide range of issues and more in depth help in respect of welfare benefits, debt, housing, employment, immigration and discrimination.

We offer bespoke services for communities who face particular barriers including those with mental health problems, the Deaf community, people in hospital, and refugees and asylum seekers.

We undertake specialist casework, including debt services and that undertaken by our legal service. We have well established partnerships and referral pathways including with social landlords and statutory services. Our independent advocacy services are delivered through Sheffield Advocacy hub.

We aim for excellence.

Our ambition is to be among the best advice services in the country, and one of the leading voluntary and community organisations in Sheffield.

We campaign for change to social policy to improve the well-being of the people and communities we support.

Purpose of job
Our service supervisors are responsible for supervising the provision of our services to clients.

Service supervisors manage, supervise and support our paid staff and volunteers to support and empower clients to address their needs, and to provide tailored casework when this is needed.

Service supervisors are part of the managers and supervisors team, responsible for shaping and implementing service strategy, to ensure high quality service delivery and performance in accordance with contractual and other requirements, and to develop and implement service policy and practice.

Service supervisors provide advice, guidance and support to other staff, and support the provision of training and professional development in their fields of expertise.

Service supervisors lead and contribute to specific projects as agreed with their service manager.

Service supervisors themselves provide advice, advocacy and other services, including casework, including complex cases.

Service supervisors seek to support and empower clients to address their needs.

Service supervisors provide advice and advocacy that is accessible by all clients, taking full account of clients' communication and other needs.

Service supervisors provide services through multiple channels and in a wide range of settings, including our own offices, those of partner agencies and client's homes.

Service supervisors play a key role in campaigning and social policy work.

Service supervisors may play a lead role in the provision of independent advocacy or advice in one or more areas of law; this may include welfare benefits, debt, housing, employment, immigration, discrimination, pensions, health and social care and other areas of public and social welfare law.

Service supervisors are required to undertake all their duties in accordance Citizens

Advice Sheffield's policies and procedures, utilising national and local sources of information and guidance.

Main duties and responsibilities

Service provision
Service supervisors are required to support and supervise paid staff and volunteers to provide services to:

Deliver services in accordance with our service delivery strategy and operational plans, including telephone, digital and pre-booked appointment services
Meet the needs of all clients, wherever possible empowering clients to improve their confidence and capability, and supporting them to develop and implement action plans to meet their needs

Service supervisors also:
- supervise advice and/or advocacy sessions and casework, in accordance with relevant quality standards
- contribute to ensuring that performance standards and targets are met
- ensure that comprehensive client and service records are maintained, using information technology and other systems
- contribute to ensuring compliance with funders' and contractual requirements
- support the identification and reporting of evidence to support social policy campaigns, and may lead and contribute to such campaigns

Service supervisors may also provide advice and/or advocacy, and carry a caseload, including complex casework, court and tribunal representation, and are required to do so in accordance with all relevant quality standards.

Staff supervision, support and development

Service supervisors are required to:

Contribute to creating and supporting a positive culture in which all paid staff and volunteers are supported and valued
Contribute to engaging paid staff and volunteers in good team work, planning and delivering services, and in campaigning
Supervise paid staff and volunteers i