Victim Helpline and Information Manager (interim - 12 months)
Victim helpline and information manager (interim - 12 months) Introduction to our cause and work
In the UK, five people are bereaved by road crashes every day and ten times as many are seriously injured (including life-changing injuries such as brain or spinal injury). Being suddenly and violently bereaved or suffering a life-changing injury in a road crash is traumatic and devastating. A key part of Brake's mission is to alleviate road crash victims' suffering and enable recovery. Brake does this through government-funded, professional services that meet victims' varied and complex needs. Our national, accredited UK helpline is staffed by paid professionals providing emotional support, information provision and also, crucially, complex advocacy on behalf of road crash victims, fighting for their rights (for example within the criminal justice system). This helpline is supported by a suite of acclaimed literature that police are required to hand out at the time of a road crash.
Summary of the role
Brake, the road safety charity, is seeking a Victim helpline and information manager to manage professional delivery of our vital road crash victim support helpline and information provision for bereaved and injured families. This job is central to the work of the charity and is highly challenging and rewarding. Through management and development of this flagship support service, you will be supporting people suffering sudden, horrifying and violent bereavement or life-changing injuries, devastating people's lives. Our dedicated team of helpline officers, and our printed and online support guides, provide emotional support, practical advice and advocacy to enable road crash victims to have the best chance of recovering emotionally, gain the information and help they deserve at such a traumatic and confusing time, and go on to lead a happy life.
You will be managing highly-trained helpline officers working in a confidential environment with people in extreme distress, who are facing bewildering practical procedures and concerns. As well as providing emotional support, our helpline officers have to understand and research complex issues that often result in negotiation with external agencies on behalf of victims.
Your main responsibilities will include:
- Providing line management and inspiring leadership to an experienced team of four helpline officers and a support worker delivering our victim support helpline, helping them to work through their most challenging cases, monitoring their work output and standards, and providing appropriate management support and identifying development needs.
- Closely monitoring helpline performance and service user feedback, and staying abreast of best practice in the field, working with Brake's senior management team to ensure continuous improvement
- Working alongside Brake's senior management to plan and evaluate our helpline and information provision services and outcomes goals, and investigate/test potential additional services to advance our ability to help road crash victims.
- Working alongside Brake's senior management to help us to inform government and other practitioners/funders about the needs of victims, through preparation of grant bids and attendance at policy and funding meetings.
- Protecting the charity and road crash victims through compliance with regulatory requirements and industry best practice that manages risks and ensures high standards with regard to victim services.
The successful candidate will be provided with full support, including external training, standard operating procedures, line management and occupational health debriefs, and the opportunity to attend Brake's popular conferences and seminars on sudden death led by prestigious academics and practitioners in the field.
You will be an experienced, senior professional with a track record of achievement. You will:
- Have significant experience in a management position of a customer-oriented service, preferably working with vulnerable people, that demonstrates first-rate supervisory skills within a confidential environment involving complex problem solving and compulsory standard operating procedures.
- Have experience in at least one demanding customer-oriented profession that honed your people skills to a high degree. (Helpline experience is not essential.)
- Have a track record of research-based high-level problem solving on your own and in a team.
- Have excellent communication skills (written and oral).
- Have a confident, efficient and professional manner, enabling others to trust and follow your lead.
- Be self-sufficient; happy to be judged on your own achievements and make executive decisions and supervise others, and to report directly to senior management.
- Have aptitude and experience of using / developing monitoring and quality control systems, notably spreadsheets/CRM, standard operating procedures.
- Have knowledge or experience of implementing safeguarding procedures.
- Are experienced in evaluation and report writing, and analysing results for improvement possibilities.
- Be highly numerate, with experience in managing budgets.
- Have a track record of building and maintaining external professional relationships to professionally represent an organisation and achieve partnerships / funding.
- Have a thirst for knowledge about the needs of our victim group and a desire to help them.
- Be caring; able to respond with 'emotional intelligence' with a high degree of empathy/sensitivity.
- Be able to work in a confidential environment.
- Have a research-based degree at 2:1 or higher in an academic subject area.
- If you drive, have a clean driving licence. The job does not require you to drive, but internal policies mean we cannot employ people with current endorsements or a history of serious traffic offences.
- Believe in and practice the ethics of Brake, in particular slow and safe driving and avoidance of driving whenever possible for safety and environmental reasons (the Brake head office is near a train station and bus routes).
- Be comfortable assisting people of any faith or no faith and any race, gender or sexual orientation.
- Be a diligent hard worker and prepared to take on other responsibilities for the good of the charity.
- Email Helen Hargrave via the button below with the subject header 'Victim helpline and information manager' with your CV and a 500 word covering letter explaining why you are the right applicant for this job.
- Please ensure your CV and letter are saved as Word documents and include your full name in their titles.
GBP35,000 - GBP39,000 dependent on experience plus 5% pension contribution
Deadline for applications: Friday 27th October
- First interview - Wednesday 8th November
- Second interview - Monday 13th November