CROYDON COUNCIL ROLE PROFILE, PERSON SPECIFICATION, COMPETENCIES

DEPARTMENT: Corporate Resources and Customer Services DIVISION: JOB TITLE: Corporate Services UNIT CO-ORDINATOR

Unit Coordinator

CROYDON COUNCIL
Role Profile Job Title: Department: Division: Grade: Hours (per week): Reports to: Responsible for: Role Purpose and Role Dimensions: Unit Coordinator BUSINESS SUPPORT SERVICES BUSINESS SUPPORT Grade 7 36 Team Leader No management responsibilities To provide a high quality comprehensive business support service using technology as necessary. To contribute to the effective operation of the Business Support Service. To take individual and collective professional responsibility for championing the council's diversity agenda, proactively implementing initiatives which secure equality of access and outcomes. Commit to continual development of personal understanding of diversity.
Government bodies Members of the Public Outside agencies Other Local Authorities Partner organisations Contractors/ Suppliers Trade Unions IT Provider Cap Gemini Heads of Service/ Directors Managers Departmental colleagues Other Council employees Councillors Will ensure correct administration of financial procedures for the designated service area. May be involved in identifying/ claiming/monitoring funding streams. Process expenditure requests and other financial documents according to locally agreed working practice. Will use discretion in deciding on action when responding to requests, based on experience. Working within general guidelines but without the need for direct supervision. Decisions have impact on clients/customers Will work flexibly and as necessary for any team in the Business Support Service, as directed. Will work flexibly within the councils core working hours, as directed

Commitment to Diversity:

Key External Contacts:

Key Internal Contacts:

Financial Dimensions:

Key Areas for Decision Making:

Other Considerations:

Is a satisfactory criminal record check required?

Unit Coordinator

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Is the post politically restricted and the postholder prevented from having an active political role either in or outside work? Key Accountabilities and Result Areas:
1. Commitment to Customers

No

Key Elements:
Responsive to individual customer needs ensuring the provision of an effective business support function both individually and through supervision of members of the Team This will involve: To act as a first point of contact for enquiries to the unit, some of which may be complex and/or contentious, from other staff, members of the public, or other agencies. To answer queries where possible, and to take messages for members of the unit or direct the caller to another source of help. Prepare non-standard reports, letters, presentations and briefings Undertake project work in familiar and new areas under general direction. Process expenditure requests and other financial documents according to locally agreed working practice. Produce complex spreadsheets when required. Collating and presenting information for regulatory or statutory returns, which will be checked prior to distribution To take phone calls or receive office visits from children and families known to the unit, dealing sensitively with families who may be in distress. To ensure diaries and appointments for members of the unit are co-ordinated and accessible. To organise meetings and arrange venues for members of the unit and maintain follow up and bring forward systems to alert members to forthcoming meetings and appointments. To be aware of childrens and families circumstances and to keep up to date on developments within cases, in order to be equipped to answer queries from children, families, staff or other agencies as directed by the Unit Manager. To arrange transport and other appointments for families, as directed by the members of the unit. To wok collaboratively with colleagues from all other agencies. To draft routine correspondence, for example letters to Business Support agencies or health agencies, as directed by members of the social work unit. To provide advice and coaching to members of the unit in respect of ICS. Assist with the co-ordination, organise and facilitate meetings, networks, groups, seminars etc as directed.

Unit Coordinator

2. Team working

Work co-operatively with others; This will involve: To service the weekly unit / case planning meeting ensuring papers are prepared, relevant professionals are invited to specific case discussions, and accurate records are kept for each child discussed. To take minutes of other professional meetings, some of which may be at other venues, including families homes. To collect and aggregate management information about the work of the unit and produce regular reports as directed by the Unit Manager. To be accountable to members of the social work unit for the maintenance of confidentiality, understanding that the work undertaken by the unit will be of a sensitive nature and must not be discussed or disclosed to any other officers without prior agreement. To keep records for all members of the unit to include sickness absence, annual leave arrangements, training days taken etc. To undertake research or special projects on behalf of the unit as directed by the Unit Manager. Advise and train new and existing colleagues in any specialist activities undertaken / areas of expertise, in order to help grow a multi skilled team. Engage with any mechanisms for the team to share knowledge and skills, towards continuous development within the team. To undertake training and constructively participate in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder. Undertake project work in familiar and new areas under general direction. Provide a responsive telephone service: promptly dealing with queries and enquiries or referring callers to appropriate staff; taking messages in a precise, accurate and courteous manner. Maintain the call logging process according to locally agreed working practice. Use tact and persuasion in the face of possible rudeness and/or abuse Collect incoming mail, date stamp and transfer to the appropriate persons and ensure mail is duly dispatched. Providing advice/ guidance to colleagues as necessary. Deal appropriately with incoming correspondence and telephone messages, ensuring urgent matters are promptly referred and dealt with, action and reply to correspondence / messages which may not be straightforward. File, dispose of and store documents, in keeping with the Freedom of Information regulations and document management requirements. Participate in archiving activities on and off site. Undertake responsibilities in the Administration team in an inclusive and co-operative manner.

Unit Coordinator

3. Commitment to Quality

Understand and meet quality service standards; This will involve: To set up and maintain systems and processes to enable the smooth running of the social work unit, ensuring that the work of the unit is co-ordinated and well organised. To maintain systems of key statutory requirements for children as directed by the Unit Manager, ensuring that members of the unit are aware of due dates in advance. To ensure financial payments to families are efficiently managed. To raise purchase orders (paper and electronic) as requested and ensure appropriate authorisation for payments. To implement and operate procedures relating to financial matters in accordance with the Councils procedures and to ensure all transactions are authorised and recorded e.g. travel warrants, local orders, petty cash, vouchers. To assist in the preparation of reports and briefing papers on a wide range of issues for members of the unit as directed by the Unit Manager. To set up systems and protocols to ensure back up cover can maintain a full service at all times in order to ensue cover arrangements for members of the unit who are not in the office, for example, annual leave, vacancies, sickness etc. To ensure that all paper correspondence received is date stamped then stored electronically. Ensure that all correspondence sent out is accurate and drafted to a high standard. To ensure that letters, including complaints, are responded to within reasonable timescales, supporting members of the unit to complete these tasks. To use IT hardware and software as requested and to attend training where new technology is introduced. To contribute to the co-ordination and production of management information as requested. To manage office stationery stock and equipment including maintenance, reporting faults and where necessary organise replacements, ordering items as necessary, ensuring that members of the unit have access to that which they need and request. The post holder is expected to be committed to the Council's core values of public service, quality, equality and empowerment and to demonstrate this commitment in the way they carry out their duties. Operate systems to quality check own work to produce a very high level of accuracy and quality. Raise any concerns or queries directly with the source to clarify accuracy and requirements. Ensure completed urgent work is handed over as soon as possible

Performance Management and Improvement

This will involve: Delivery of an effective and efficient service to customers/clients, that meets the agreed service standards and key performance indicators. Where appropriate make recommendations for service improvement Support of the review processes, the implementation of new ways of working and changes to standards

Unit Coordinator

Staff Management

This will involve: Where appropriate provide day to day advise and guidance to team colleagues, and when necessary monitor and review the work of junior team members Delegate work to Business Support Officers when appropriate, and take responsibility for its delivery

Manage own performance

This will involve: Manage time and own performance to assist with effective service delivery and personal development. Ensure the achievement of personal objectives and performance targets.

Flexible Working

This will involve: Actively support the implementation of new ways of working across the department and council (such as self service) Adopt new work styles and new standards of best practice Assist colleagues and provide cover to other areas of the department as and when required

Planning & prioritising

Plan and prioritise own work, allocating resources wisely. This will involve: Use initiative / authority in service provision, within the parameters of departmental guidelines / procedures. Within the scope of general guidelines, resolve and choose courses of action for problems that are not straightforward and require discretion. Be ordered, logical and thorough when responding to changing priorities and reacting to unexpected demands; ensuring that any implications on the work programme are controlled and managed

Help others plan and set priorities and keep focused. This will involve: Use own initiative in the prioritisation of work allocated, taking into account the needs of the originator, the post holder will not be under direct supervision for everyday work. If there is any major conflict of priorities, consult the line manager for guidance Maintain and update any advice and guidance documentation to inform the work of the Team. Ensure the correct use of IT systems to provide an effective service.

Problems solving and decision making

Work with others to solve problems and make decisions on difficult matters. This will involve: Deal with tasks promptly to avoid escalation into a serious issue. At the direction of budget managers deal with financial processes in accordance with regulations, reporting any problems.

Unit Coordinator

Green Commitment

Ensuring both individual and teamwork meets the Council's Green Commitment Policy goals in reducing energy consumption and waste, increasing renewable energy use and recycling, contributing to a reduction in traffic congestion and using sustainable materials. Being aware of the councils responsibilities under the Data Protection Act 1984 for the security, accuracy and relevance of personal data held, ensuring that all administrative and financial processes also comply. Maintaining customer records and archive systems in accordance with departmental procedures and policies as well as statutory requirements. Treating all information acquired through employment, both formally and informally, in confidence. There are strict rules and protocols defining employee access to and use of the councils databases. Any breach of these rules and protocols will be subject to disciplinary investigation. There are internal procedures in place for employees to raise matters of concern regarding such issues as bad practice or mismanagement. The council has a strong commitment to achieving equality of opportunity in its services to the community and in the employment of people. It expects all employees to understand, comply with and promote its policies in their own work, undertake any appropriate training to help them to challenge prejudice or discrimination. Demonstrating a commitment to and applying the councils Customer Care Policy. Being responsible for own Health & Safety, as well as that of colleagues, service users and the public. Employees should co-operate with management, follow established systems of work, use protective equipment and report defects and hazards to management. Managers should carry out, monitor and review risk assessments, providing robust induction and training packages for new and transferring staff, to ensure they receive relevant H&S training, including refresher training, report all accidents in a timely manner on council accident forms, ensure H&S is a standing item in team meetings, liaise with trade union safety representatives about local safety matters and induct and monitor any visiting contractors etc, as appropriate.

Data Protection

Confidentiality

Equalities

THINK Customer

Health and Safety

Unit Coordinator

Contribute as an effective and This will involve: collaborative team member Participating in training to demonstrate competence. Undertaking training as required for the role. Participating in the development, implementation and monitoring of service plans. Championing the professional integrity of the service.

Unit Coordinator

Person Specification Job Title: Essential knowledge: Unit Co-ordinator

Knowledge of, and sensitivity to, the needs of vulnerable children and their families Basic knowledge of safeguarding duties and how it affects the service. The social care roles and responsibilities of the local authority.

Essential abilities:

skills

and

Essential experience:

Special conditions:

Good organisational skills and the ability to create and sustain systems to coordinate work processes. Good inter-personal and relationship building skills, including being an effective team member. Excellent communication skills including the ability to deal with members of the public and staff in a sensitive and appropriate manner. Ability to understand and retain information about childrens cases including social work interventions and the roles of different agencies in meeting their needs. Excellent written skills; grammatical accuracy. Excellent numeracy skills; accurate and able to analyse data. Ability to write concise reports, including summarising information about children and families and to draft letters to members of the public and other agencies. Computer literacy and the skills necessary to work with information management systems and produce good quality data in a variety of formats. The ability to work with word processing packages at a speed commensurate with the responsibilities of the role An ability to manage competing demands, work methodically, think systematically and achieve targets. Committed to the principles of Reclaiming Social Work. A satisfactory Criminal Records Bureau (CRB) disclosure at enhanced level is required Experience of managing competing priorities Demonstrable experience providing administrative and organisational support in a busy environment Demonstrable experience noting/minuting meetings Demonstrable experience organising and co-ordinating events and meetings Demonstrable experience providing business support activities, including preparing non standard documents

Unit Coordinator

Competencies The Councils uses a competency framework to help assess performance. There are six competency areas: Taking Ownership & Setting Direction; Managing Resources; Proud to Serve; Managing Change; Communicating & Influencing; Analysing & Deciding. The competencies applicable to this role are set out below: Taking Ownership & Setting Direction (Leading by example and being personally accountable) Layer 1 I am aware of how my behaviour affects others and alter my behaviour to the circumstances in order to achieve positive outcomes I am supportive of colleagues, seeking regular feedback to improve my contribution to the team I demonstrate initiative in my work area by taking responsibility to implement / contribute to the achievement of targets including corporate objectives, escalating issues where appropriate I manage my own performance by ensuring that I meet set deadlines and targets Managing Resources (Get the best from people, money, technology & knowhow) Layer 1 I make best use of the available resources to perform my role to a high standard. I am aware of the cost and/or impact of my actions and decisions and suggest changes that will result in lower cost, more efficient processes or greater value to the customer I manage my time effectively to achieve my targets I take opportunities to develop myself so I am competent in my role, including the use of technology where appropriate Proud to Serve (Working with customers & others to improve service delivery and customer experience) Layer 1 I am polite and positive to all customers, firm and assertive in difficult situations, while making sure that my responses are based on the need of the individual I manage customer expectations by being realistic about what can be achieved, taking full ownership of enquiries I receive and wherever possible ensuring they are resolved at the first point of contact I provide accurate and up to date information to both internal and external customers I use complaints and feedback as an opportunity to learn and further improve service development and delivery Managing Change
Unit Coordinator 10

(Initiate, support & drive change) Layer 1 I understand the context of my work and propose changes that make a positive difference to how the work is done and its impact When new work or processes are introduced I adopt them, feeding back ideas for improvement to my manager I challenge current ways of working and regularly seek improvements on how my work is done to the benefit of colleagues and customers I make necessary adjustments in response to changes in my work and in my working environment Communicating & Influencing (Communicate clearly & win commitment without the use of formal authority) Layer 1 I am able to communicate with a range of people, giving clear answers to queries and seeking clarification where necessary I listen to other peoples ideas in a non-judgemental manner and show respect, regardless of my own views or perceptions I comply with data protection/ confidentiality requirements particularly when dealing with sensitive or personal information I am effective at encouraging others to follow council procedures Analysing & Deciding Think analytically, make best use of information & take the right decisions Layer 1 I make decisions in line with current procedures and resolve non-standard issues, through consulting those current procedures and escalating to my manager if I am unsure. I analyse information to understand the cause of problems and identify the best way to resolve them I quickly involve others in problem solving if it is complex or outside my area of responsibility I learn from mistakes, sharing any learning with others

Unit Coordinator

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