C HIEF E XECUTIVE O FFICER

Recruitment Pack

March 2018

March 2018

1

CHIEF EXECUTIVE OFFICER

Introduction from Andy Love

Chair, Board of Trustees

Citizens Advice Haringey

Thank you for your interest in applying for the role of Chief Executive Officer at

Citizens Advice Haringey (CAH).

We have been a critical part of our local community for the last 20 years and we’re

proud of the service our 22 staff and 75+ volunteers give to our clients each and

every day. Last year on a turnover of £1.2M we helped over 21,600 people with

more than 16,000 issues covering a range of problems including debt, welfare

benefits, housing and employment, securing in the process over £1,634,482 in

income gains.

Haringey is a vibrant and diverse borough where over 200 languages are spoken.

With exclusive residential areas as well as areas of deep-seated poverty, every

part of Haringey has communities of relative affluence living alongside those

suffering intense deprivation. Over half of our clients self-identify as disabled or as

having a long-term health problem. Many are in low paid work and have multiple

and complex problems they are unable to resolve without support.

The Board is made up of a small but highly skilled team of Trustees from a wide

range of backgrounds. We are focused on the need to continually build on the

skills and diversity of our Board to better reflect the communities we operate in and

in order to rise to the challenges ahead.

We are always looking to the future and planning ways in which we can make our

services more relevant in these changing times. CAH is seeing an increasing

demand for advice services locally. We need to work to meet growing needs by

making it easier for our clients to access our services both face to face, online and

by phone. We need to develop new partnerships and working relationships and

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explore innovative funding models, focusing on how we generate additional

sources of income for our services.

We’re looking for a new Chief Executive Officer to take our organisation to the next

stage of this development and evolution. Our outgoing CEO has steered the

organisation through a period of growth and challenge. The Board wish her well

for the future and are now focused on finding the right person to build on the strong

foundations that are in place.

CAH have gained awards for the services we provide to the people of Haringey.

London and Quadrant Foundation Award made CAH their ‘Community Project of

the Year’ in 2014. Our Moneywise Project won the ‘Citizens Advice Money and

Financial Support Award’ in September 2016 and was also recognised locally at

the Haringey Community Expo Awards as ‘Winner for Improving the Skills and

Prosperity of Haringey Residents’ in December 2016. A Certificate of Achievement

was awarded to CAH for our commitment to workplace Health and Safety in April

2017.

CAH has recently been rated as “outstanding” in the internal Leadership

assessment Audit done by Citizens Advice and we are ambitious about maintaining

this high level of performance across all aspects of our organisation.

This is an exciting time for CAH- we look forward to receiving your application.

Andy Love, Chair – Board of Trustees

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About Citizens Advice Haringey Our Services

CAH is in a good position as it enters this new phase:

• We have a reputation for good advice services for local people in Haringey

• We have the security of funding from Haringey Council until 2019 and an

optional contract extension to 2020

• We have maintained important funding partnerships with other

organisations such as London and Quadrant Housing Trust, Haringey

Clinical Commissioning Group and DWP

• We were successful in bidding for funding from the Big Lottery Fund for a

major four year project which commenced in 2016 and supports people in

financial hardship or crisis

• We have strong evidence of the outcomes we achieve and the impact of our

services

Information, Advice and Guidance:

Citizens Advice Haringey (CAH) work in partnership with two subcontractors HAIL

and Public Voice across Haringey as the Haringey Advice Partnership. The

contract started on 1 April 2016. The service aims to:

• Increase access to information, advice and guidance by delivering the offer

within a range of community-based hubs across Haringey as well as through

digital and telephony channels

• Deliver a universal, comprehensive and quality assured information, advice

and guidance offer to improve the capacity of all residents in Haringey to

manage their needs independently of the Council and to access the right

support at the right time, with a focus on early help and prevention

• Build the capacity of individuals to manage their own information, advice

and guidance needs and resolve similar issues for themselves in the future

• Build peer and community support around information, advice and guidance

through community-led initiatives

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Adviceline

CAH supports this national Citizens Advice initiative. The purpose of Adviceline is

to provide a telephone service to clients in England and Wales via a single 0344

number.

Pound Advice

Funded by London & Quadrant Housing Association, this project provides

specialist benefits and debt advice to London & Quadrant tenants in order to deal

with rent arrears, reduce debt, and maximise income. Crutch

A Big Lottery funded project under their Crisis in the Community programme. The

project is works with the most disadvantaged groups in the community. Crutch

Haringey provides practical support for residents struggling with money for the

essentials for themselves and their families, such as food, clothing and shelter.

Our Income and Resources

Citizens Advice Haringey is funded by a number of organisations including: the

London Borough of Haringey, Haringey Clinical Commissioning Group, Big Lottery,

Department of Work and Pensions and London and Quadrant. The expected

annual turnover for 2018/19 is c£1.2 million. For further information see the Report

and Financial Statements for the year ended 31 March 2017.

We have a highly skilled and motivated professional paid staff team of 22 who are

assisted by over 75 volunteers. Volunteers cover a range of roles including

administration, reception, telephone assessors, peer support, advisors and

caseworkers. All volunteers are supervised and supported by paid staff.

Our Users

CAH seeks to put the client at the heart of everything we do. We are committed to

taking a community centred approach that recognises our customers, local

community, social and faith networks as assets- not people with problems.

Our clients come from some of the most deprived wards in Haringey and over half

of them self-identify as disabled or have a long-term health problem. Many are in

low paid employment and have multiple and complex problems they are unable to

resolve without support. The largest volume of enquiries relate to welfare benefits

and debt issues but we are also seeing housing and employment enquiries

increase.

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The Future As an organisation we are always looking to the future and planning ways to make

our services even more accessible, effective and relevant in these changing times.

In planning for the future Citizens Advice Haringey is taking account of:

• Welfare reform and the roll out of Universal Credit

• Low incomes and income deprivation in Haringey

• Health and wellbeing

• The growing demand for adult social care

• The shortage of affordable housing in London

• Brexit

We need to work to meet the growing demand. It needs to be easier for our clients

to access our services; we need to both protect face-to-face services and meet

changing clients’ needs by the increasing our use of technology and telephony.

We need to develop new partnerships and working relationships, deciding what we

can offer and when we should refer clients seamlessly to other services.

We need to explore new funding models, looking at how we generate new,

sustainable sources of income for our services.

Information about the role

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We are seeking a CEO with vision, creativity and energy who can ensure that

Citizens Advice Haringey is well placed strategically for future challenges.

We are looking for someone with strong leadership skills and experience in both

strategic development and operational delivery of services.

It is vital that you are a good communicator with influencing skills and that you

enjoy working with different teams and developing staff and volunteers.

We want both our staff and volunteers to enjoy working with us and the CEO plays

a critical role in establishing the culture of the organisation.

You will advise the Board of Trustees on financial, staffing and service delivery

issues and on compliance with the Citizens Advice Membership Scheme and all

other relevant legislation, e.g. company and charity law, health and safety

legislation and employment law.

You will act at all times as an ambassador for Citizens Advice Haringey and you

will drive the future agenda of the organisation.

Finally, and most importantly, you are passionate about the work of the Citizens

Advice Haringey service and achieving its aims.

Organisation Chart for March 2018

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Job Description Job Title: Chief Executive Officer

Hours: 36 Hours per week – will also include some out of hours

Reports to: Chair of Trustees

Purpose of role:

• Effective leadership and implementation of strategic objectives of the

organisation

• Maintain quality of advice and other services in accordance with Citizens

Advice and other Quality Assurance Standards

Trustees

x 8

CEO x1

Operations and Development Manager

x1

Team Leader x1

Adviceline x 1

Community Adviice Worker

x 3.5

Information Navigator

x1

Team Leader x1

Community Advice Worker

x 4

L&Q Project Adivser

x1.5

Volunteer Coordinator

x1

Volunteers x 35

DWP worker Vacant

x 1

Crutch Project Manager

x1

Volunteers x 40

Project Support Officers

x 1.5

Administrator x1

Finance Manager x 1

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• Support and produce effective campaigns on social issues locally, regionally

and nationally, working in partnership with Citizens Advice and other

stakeholders

Key responsibilities

Strategic direction and governance

1. Manage the charity effectively, ensuring that its financial security is

maintained and enhanced

2. Develop, implement, monitor and evaluate the charity’s business plan in

conjunction with key Members and stakeholders

3. Lead the development and implementation of strategic goals, short and

long-term objectives

4. Provide inspiring leadership to the Bureau, focusing on delivering high

quality services to those in greatest need of advice services.

5. Grow and develop the organisation and its structure sustainably, ensuring

that it has scalability according to the level of achieved external funding.

6. Fulfil the duties of Company Secretariat functions for the charity, advising

and reporting to the Board of Trustees on progress against key strategic

objectives, providing information and regular updates on organisational

performance

7. Keep abreast of legislative changes and regulatory frameworks and ensure

the organisation is compliant with its statutory and legal obligations as a

charity.

8. Arrange and attend meetings of the Bureau's governing body, including the

annual general meeting and any special general meetings including

preparation of the Annual Report

Financial Management and fundraising

1. Oversee and maintain budgets, expenditure and management accounts

ensuring that income and expenditure is within business plan targets

2. Be accountable to the Board of Trustees for the overall financial health of

Citizens Advice Haringey including ensuring that new funding opportunities

are pursued

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3. Identify and put in place an effective risk management strategy and

framework for the charity to support business plan objectives and robust

financial and strategic management

4. Proactively identify and connect with funders with a focus on building

longterm and trusting relationships Horizon scan for appropriate funding

opportunities and oversee the production of high quality bids.

5. Follow transparent processes for procuring Bureau services and goods and

put appropriate contracting arrangements in place

6. Oversee the preparation of accounts and financial statements in line with

financial regulations (SORP etc.) and in consultation with the Finance

Manager, Honorary Treasurer and Auditors.

7. Ensure that all financial reporting obligations are met in relation to

submissions for funding, grant aid, contracts and any other initiatives

8. Act as cheque signatory and authorise expenditure up to limits as agreed

by the governing body

Leadership

1. Provide leadership to the Charity and to take responsibility for the effective

delivery of all projects and services within the strategic and accountability

frameworks established by the Board of Trustees

2. Create and maintain effective working relationships with key stakeholders

within and outside of the organization

3. Manage staff and volunteers promoting a supportive performance

management culture whereby staff feel involved and are supported,

empowered and motivated and achieve their work objectives

4. Create a positive working environment in which equality and diversity are

well-managed, dignity at work is upheld and staff can do their best

5. In accordance with Citizens Advice and organisational procedures, assist

the governing body in implementing and monitoring employment policies

and procedures

6. Ensure all policies and procedures are kept up-to-date, adhered to,

monitored and cascaded as appropriate within the organisation ensuring

compliance with organisations values, aims and objectives

7. Represent the organisation externally to funders, policy makers, media and

other audiences that are critical to the organisations’ reputation

Policy and advocacy

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1. Promote and protect the aims, principles, policies, interests and reputation

of Citizens Advice Haringey both locally and nationally and ensure that the

organisation has a strong profile

2. Ensure the development of research and campaigns. Instigate systems and

procedures, in line with the research and campaigns requirements of the

Membership Scheme, to advance Citizens Advice objectives and priorities

3. Produce high-quality, persuasive content on relevant policy developments

and contribute to the development of Citizens Advice Haringey policies and

campaigns

4. Produce high-quality responses to consultation exercises from the

Government, Council and other bodies.

5. Develop creative ways to communicate with, engage and empower the

public and to advocate for and support fair and effective practices. Act as

spokesperson for local and national media as appropriate.

6. Build strategic partnerships with other voluntary and community

organisations, grass roots groups, academics, policy-makers and others.

Develop effective relations with appropriate authorities, agencies,

organisations and individuals at local and national levels, including

Councillors, MPs

7. Liaise with Citizens Advice and contribute to its work at regional and national

levels where appropriate

Other:

1. Undertake other such duties as may lie within the scope of this post to ensure

the effective delivery and development of the service

Personal Specification Criteria

Criteria

1 Working with others: • Evidence of developing effective working relationships and

networks by encouraging cooperation and open communication.

• Demonstrates ability to identify common ground and mutual interests with diverse groups and individuals

• Evidence of building effective networks within and outside an organisation, to seek and exchange information, support and resources

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2 Customer and Clients • Demonstrates ability to identify needs of internal and

external customers/ clients and strives to deliver a prompt, effective and personalised service.

• Demonstrates experience of monitoring and acting on measures of customer/ client satisfaction and feedback

• Evidence of anticipating, identifying and meeting customer/ client needs and providing appropriate solutions which meet these needs

3 Commercial Awareness • Demonstrates understanding of commercial and financial

principles to improve business performance.

• Demonstrates the achievement of financial targets and views issues in terms of costs, profits, markets and added values.

• Can evidence entrepreneurial skills and drives opportunities for business development.

4 Drive for Results • Demonstrates ability to modify approach in the face of new

demands in order to achieve goals and is open to new ideas and change initiatives

• Shows examples of making prompt, clear decisions that may have involved tough choices or considered risks.

5 Valuing others • Demonstrates commitment to the principles of the

importance of equality and diversity and its application to service delivery in an inner city multicultural environment.

• Demonstrates sensitivity to the needs of others and takes an interest in their views

Criteria

• Diplomatic in difficult situations and inspires trust in others by treating all individuals in a fair and consistent manner.

• Relates well to people of all backgrounds and cultures and adapts style accordingly.

6 Effective Communication • Proven ability to communicate clearly- verbally and in writing. • Presents opinions logically, checking for understanding and

encouraging open discussion.

• Adapts communication style according to the audience and presents information in a way that captures the recipients interest and attention

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7 Problem Solving & Analysis of Information • Sifts for key information, summarises and draws correct

conclusions from business-related written and numeric information.

• Demonstrates innovative or creative approaches to overcoming issues

• Demonstrates rational and sound judgments based on consideration of the facts and options available

8 Leadership and Management • Proven ability to devise and implement strategic

development and resource plans, particularly in the areas of service development, staff development and the management of change

• Demonstrable track record of establishing priorities, developing clear and logical plans to achieve goals and monitoring performance and progress against objectives

• Demonstrable track record of leading an inclusive workplace that maximises the talents and potential of each person to achieve business results

• Proven ability to give direction and delegate appropriately to empower and develop others

• Proven ability of providing constructive feedback regarding performance and manages people against set objectives

Terms and Conditions

Contract

This is a permanent appointment.

Salary

The salary for this post is £50-55,000 dependent upon skills and experience

required for the post. Salary is paid monthly by bank transfer.

Location

The role will be based in Tottenham, Haringey. Some travel for training, meetings

and service delivery will be needed to be effective.

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Hours of Work

This is a full time position 36 hours per week. Typical business hours are 8.30am

to 5.30 pm Monday to Friday. This position will require out of hours working to

include evening Board meetings and could include occasional weekend work.

Probation

There is a probationary period of six months for all new entrants. Subject to

satisfactory performance the post holder will have their contract status confirmed

at the end of their probationary period.

Annual Leave

On appointment the post holder will be entitled to 26 days annual leave, plus

statutory Bank holidays.

Pension

On appointment the post holder will be eligible to join a defined contribution, workplace pension scheme, with a statutory contribution from Citizens Advice Haringey .

Security Clearance

Any offer of employment will be subject to satisfactory completion of a Standard

DBS check.

Nationality and Immigration Control

Any offer of employment will be subject to satisfactory demonstration of the right

to work in the UK.

How to Apply

Instructions

Applications should be made through our nominated recruiter - Prospectus website

at www.prospect-us.co.uk.

You can contact the current Chief Executive Officer to discuss the role email:

lynn.hannah@haringeycabx.org.uk or mobile: 07885881799.

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Selection Process

After the closing date we will consider all applications carefully and invite to

interview those candidates who appear, from the information provided, to be the

best-suited for the post.

It is important therefore that your application gives a full but concise description of

the nature, extent and level of the responsibilities you have held.

If selected for interview, details of the interview process will be sent to you.

The Person Specification will be assessed by reference to the completed

application form and through interview.

It is expected to hold interviews on 3rd July 2018

Candidates invited for interview will be asked to make a short presentation to the

interview panel which will also form part of the assessment.