NSPCC NATIONAL SERVICES DIRECTORATE JOB DESCRIPTION. London, Salford, and Belfast, Northern Ireland

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1 NSPCC NATIONAL SERVICES DIRECTORATE JOB DESCRIPTION JOB TITLE: DIRECTORATE: DEPARTMENT: LOCATION: Assistant Team Manager National Services NSPCC Helpline London, Salford, and Belfast, Northern Ireland BACKGROUND AND CONTEXT The NSPCC's mission is to end cruelty to children in the UK. Within the National Services Directorate our priority is to provide a range of universal national services, accessible anywhere in the UK, focused on protecting children and young people and preventing abuse especially at the times when they are most needed. Our universal national services include helplines, information and advice services for children and young people whatever they are feeling or facing, adults worried about a child or young person, professionals working with or on behalf of children and young people and organisations who work with or on behalf of children and young people. Our breadth of service offerings and expertise makes us integral to the child protection system. JOB PURPOSE Assist the Helpline team manager in supporting the management and development of the Helpline and their team to provide assistance to those contacting the NSPCC while working within NSPCC Policy, Procedures and Standards. Provide supervision to staff on shift and to Helpline Practitioners on a one to one basis and manage the Helpline shift to ensure services are delivered to the Society s standards. The post reports directly to a Helpline Team Manager. Supervision and coaching for Helpline staff and lead on aspects of service practice development. To receive and respond appropriately to all forms of requests for service to the NSPCC Helpline by providing safe and effective child protection practice, obtaining information which will enable an assessment to be made and action as appropriate to be taken by statutory agencies, recording all work undertaken and to process accordingly.

2 The post holder may, on occasions, come across children or adults who are distressed. Some of the documentation the post holder handles may contain distressing material. To contribute to the NSPCC s reputation and public relations through delivering a high quality customer service and make a contribution to the development of best practice. The post holder is also required to contribute to raising awareness of services some of which will relate to media related appearances. The post holder will be required to take considerable responsibility and work autonomously to ensure that concerns for children are acted on within the Society s policies and procedures. KEY RELATIONSHIPS The post holder will report to a Helpline team manager. It is expected that the post holder will have contact with colleagues working in other teams, service users and members of the public. The post holder will be liaising closely with other NSPCC divisions and external agencies. In addition the post holder will work closely with the Head of Child Protection, Head of Child Protection Operations, Head of Knowledge and Information, Helpline Information team and other divisional staff. MAIN DUTIES AND RESPONSIBILITIES 1. Deliver services Engage with a range of different service users taking into account their needs, rights and current situation. Respond appropriately to the needs of individual service users adhering to effective safeguarding practice. Provide direct services to carers and adults. Deliver services in line with equal opportunity practices; paying attention to issues of diversity. Contribute to evaluation of services in order to promote good practice. Deliver services consistent with team and activity plans. Counsel/advise callers/users, in an appropriate manner.

3 Assess nature/content of the call/contact and decide on the basis of information available, what action is required within NSPCC procedure and NSPCC Helpline guidelines. Assess urgency of the matter and ensure accordingly, that information is passed to the appropriate person/agency within time periods specified in procedures. Accurately record full details of the all telephone and other contacts and further action recommended, on appropriate forms according to NSPCC procedures and NSPCC Helpline guidelines. Act as duty manager on shift, approving child protection referrals, ensuring service quality and demand meets appropriate service standards. 2. Working within NSPCC Policy, Procedures and Standards Review the quality of decisions made by Practitioners and make decisions regarding risk assessments on all referrals Deal with complaints verbally and in writing in accordance with Society procedures Provide pro-active management, consultation and support to Practitioners as agreed with team manager Participate in a duty shift management rota Provide consultation in response to requests relating to individual cases or services delivery/procedure in specialist areas within the NSPCC and externally Provide management cover for the longer term absences of the team manager as required Ensure that Society procedures are implemented and complied with ensuring all children subject to a Request For Service receive appropriate protection Maintain the standard of professional service in line with the NSPCC Principles, Standards and Procedures documents. Comply with other relevant policies and procedures e.g. the NSPCC Health & Safety policy. 3. Representing the NSPCC and promoting the work of the service Work with fundraising staff to promote the work of the service and the NSPCC to various audiences including supporters, fundraisers and volunteers.

4 Attend meetings or appropriate external groups as directed by NSPCC Helpline management Provide professional advice in answer to enquiries from inside or outside the NSPCC. Participate in media related activities as directed by your line management. 4. Work in partnership with staff from other organisations Develop and maintain professional working relationships with staff from other agencies. Work alongside staff from other agencies or departments to deliver services. Negotiate with external agencies on receiving and processing child welfare referrals. Liaise closely with colleagues and other professionals to promote good working relationships and safe child protection practices. 5. Contribute to personal and team development Actively participate in team meetings, briefings and training events. Contribute and lead on areas of development of learning materials or other resources. Take responsibility for developing your own professional knowledge and skills. Take responsibility for the coaching of Helpline practitioners on shift and supervising Helpline practitioners on a one to one basis. Critically appraise and comment on the work of others to aid their development. 6. Contribute to the development of best practice and service development, taking a lead role as required Take the initiative in identifying opportunities to develop service activities. Contribute to service development, taking a lead role as required. Contribute to policy development within the organisation and in the wider child protection network.

5 Contribute and assist in the updating and development of information and resources and take a lead role in the provision of specific information as required. Keep informed about the policies of the NSPCC and the organisations strategies and campaigns and promote these to a variety of audiences. 7. Undertake responsibilities in directly supporting the work of others in delivering all the services of the team Contribute to the coaching of Contact Centre Advisors as directed. Provide advice/support to other staff/volunteers working as part of the service. Supervise practitioners and students, NVQ candidates and volunteers in line with agency policy. Any other duties that may be required commensurate with the grade and nature of the post. Responsibilities of all National Services Directorate Colleagues To take personal responsibility for keeping up to date with and contributing to the development of best practice At all times to carry out the responsibilities of the post in a manner consistent with promoting equalities and diversity, and which demonstrates respect for children s rights. To actively participate in regular department and team meetings, contributing to strategy, discussions and decisions. To maintain an awareness of own and others health and safety and comply with the NSPCC s Health and Safety policy and procedures. Willingness to work flexibly in terms of approach to work. ASSISTANT TEAM MANAGER PERSON SPECIFICATION Job Knowledge, Skills and Experience 1. An appropriate social care, health or education qualification or the successful completion of an NSPCC Helpline Practitioner training programme AND post-qualification experience of working in an environment where you have been required to coach and develop staff responding to the needs of children in need of protection.

6 2. Knowledge of child development, families and parenting. 3. A good understanding of current childcare legislation and practice guidance. 4. Understanding of, and experience in, the provision of advice, counselling and assistance by telephone and in writing to children, adults and other professionals. 5. The ability to assess information received and take appropriate action to safeguard children s welfare. 6. Experience of working effectively with professionals from different professional backgrounds. 7. Knowledge and understanding of the importance of racial and cultural difference and of disability and an ability to respond to a diverse user group. 8. Excellent oral and written communication skills with members of the public, including children, and with relevant professionals from different professional disciplines involved in child protection and child care. 9. Ability to collect summarise essential and key information and record this succinctly in a written and oral form. 10. Well-developed basic IT skills and experience of using a client information data base. 11. Ability and willingness to assist in the promotion of NSPCC services, principles and values to a variety of audiences, including fundraisers, media and other professionals, including oral presentations. 12. Ability to effectively plan and prioritise work and experience of working in a high demanding customer focused environment.

7 13. Ability to work effectively as a coach and shift manager to members of a team.