HEAD OF MEMBER SUPPORT SERVICES Job Description and Person Specification

Reports to Director of Services

Responsible for Manager of Quality and SustainabilityNational Procurement Project CoordinatorDirect Services Support Officer

Location Bristol or London. Remote Working considered (with frequent national travel required)

Main purpose of roleThis role leads on the strategic management and development of the range of services provided to the Women’s Aid membership of local domestic abuse services. Including, but not limited to:

Ensuring that Women’s Aid holds the interests of individual members and of the federation as a whole central to our work

Developing and implementing an ambitious Membership Strategy Developing a cohesive, supportive and high quality federation of member

services Working collaboratively across the organisation to achieve business

development, communications and organisation-wide objectives

RESPONSIBILITIES

Management and Leadership Scope, develop the strategy for, and manage the delivery of Women’s Aid’s

membership support services, in consultation with Executive Management and in liaison with managers and key staff at Women’s Aid

Setting and achieving business plans for the membership team, ensuring clear performance management objectives are set and achieved

Foster a team culture based on efficient and effective internal communication, information flows and co-operation between staff

Ensure the effective recruitment, management, supervision, appraisal and development of all staff in the team to ensure high quality services and to monitor team performance

Develop and hold high level external stakeholder relationships and partnerships key to the growth and sustainability of the member support services

Maintain the profile of Women’s Aid proactively and contribute to Women’s Aid fundraising, publicity and PR priorities and events as required, including acting as a media spokesperson when required

Deputise for the Director of Services as required.

Services to Members

Ensure that services to members and stakeholders are planned strategically and delivered efficiently and appropriately

Ensure the voices and experiences of members are given a platform and inform Women’s Aid’s strategy and services

Ensure the voices and experiences of survivors are given a platform and inform the membership strategy and services

Identify and secure opportunities to enhance the services provided to members Develop and lead support services that proactively assist in the sustainability of

members and provide crisis support where necessary Develop and lead support services that enable members to evidence their

impact and quality Identify and showcase best practice in member services Identifying and utilising research to enhance practice and learning in member

services Ensure the effective communication with members through a range of mediums Ensure the financial and operational sustainability of the membership work Ensure Women’s Aid’s membership system and functionalities are fit for purpose Oversee the delivery of membership related projects Champion Change That Lasts and create opportunities for member alignment

with the model and involvement in delivery Develop relationships with commissioners, engaging, communicating and

supporting them in a variety of ways in constructive dialogue to assist with effective commissioning.

Departmental Budgets Oversee the proper management of the membership support services budgets,

including setting and monitoring budgets, delegating to and supporting managers with budget management where appropriate

In liaison with the finance team, develop budgets for fundraising proposals and ensure effective financial reporting to funders.

General Responsibilities

Work cross-organisationally to achieve aims and objectives which impact on members such as on relevant campaigning and public affairs priorities, with research and evaluation to identify and contribute to key projects, and with fundraising to support the development of organisational bids for funding.

Maintain records of completed work, and to produce high quality reports on work programmes and activities as required by the EMT and the Board of Trustees

Contribute to team meetings and organisational priorities, to prepare and participate in supervision and appraisal meetings

Take direction on projects and priorities from the Director of Services

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Oversee the work of other volunteers or temporary support staff as required Provide back up and support for the management of other staff when their

manager is absent (by agreement and if required) Provide back up and cover for media calls according to the media policy when

required Provide support and help to survivors as required within the remit of the post Carry out word-processing, filing, and administrative tasks necessary to

comply with the job description Assist in the organisation of conferences or events organised by Women’s Aid

as required Abide by all organisational policies, codes of conduct and practice, and to

ensure this is carried out throughout the Charity, and to work within a framework of equal opportunities and anti-discriminatory practice

To be flexible within the broad remit of the post.

Other This job requires regular travel across England and occasional unsocial hours.

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PERSON SPECIFICATION EXPERIENCE

Essential1. Substantial senior management experience in a relevant setting2. Experience of managing staff and/or teams to successfully deliver against

organisational objectives3. Experience of securing funding, including writing bids and negotiating funding

contracts4. Extensive experience of writing, at a strategic level, and communicating with

stakeholders at all levels through a range of medium5. Experience of working collaboratively with diverse organisations and being

respectful of difference6. Experience of managing projects within a set timeframe and with clear

outputs/outcomes7. Experience of managing organisational budgets and resources, and quality

assurance measures to meet organisational objectives8. Experience of developing, and implementing business plans

Desirable

9. Experience of managing direct services to survivors of gender based violence10. Experience of managing organisational change and development

SKILLS

Essential11. Skills in leading and developing staff and the ability to delegate, motivate and

direct individuals and teams.12. Excellent verbal communication skills at a variety of levels to a wide range of

audiences and ability to develop strategic level relationships, building consensus where possible

13. Ability to work nationally to represent local interests14. An extremely high standard of writing skills including producing strategic plans,

reports and external communications15. Ability to plan, deliver and review projects within a set timeframe and with clear

outputs/outcomes16. Analytical, prioritising and decision making skills 17. Able to create, understand and interpret financial reports18. Able to plan and manage a complex workload, meet deadlines, problem-solve

and respond to unplanned demands

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19. Highly computer literate and proficient in word-processing, spreadsheets and databases, email and Website technology, preferably in a Windows based environment

KNOWLEDGE

Essential20. A very good understanding of the experiences and needs of women and children

affected by domestic and sexual violence21. Excellent understanding of the role of specialist services to support women and

children at risk of gender-based violence, and of the Women’s Aid member services network

22. Knowledge of appropriate relevant quality frameworks and frameworks to evidence outcomes in service delivery

23. Knowledge of national and local procurement and commissioning frameworks and the role of local strategic partnerships in the procurement of local services

24. General knowledge of policy and good practice in HR 25. Knowledge of models of partnership appropriate to the domestic violence sector,

including mergers and coalitions, and of their practical applicationDesirable26.Knowledge of the policy and legal framework in the domestic violence/violence

against women sector

OTHER Essential27. Able to demonstrate a commitment and understanding of the aims and

objectives of Women’s Aid28. Commitment to anti-discriminatory practice and equal opportunities29. Willingness to travel regularly and work occasional weekends and evenings as

required

EDUCATION/QUALIFICATIONS

30. No formal qualifications are required for this role although evidence of relevant learning is advantageous.

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