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Detailed job description and main responsibilities

Communication

• To work alongside your Volunteer Service Manager (VSM) colleagues to provide professional guidance to managers and staff within the Trust on all aspects of recruiting and engaging volunteers and their on-going support.
• Ensure that the co-ordination of meetings and placement of volunteers with departmental managers are a clear and crucial element of the volunteer journey with the Trust. Ensuring that both the volunteer and the manager are clear about expectations and impact of the volunteer and the role being undertaken.
• Be an active member of groups or committees related to volunteers/volunteering, which will involve attending regular VSM and service meetings, taking part in discussions, and influencing the decisions about the volunteering service within the Trust.
• To liaise as a VSM team with Trust Communications Departments effectively, with a view to developing strategies to promote/improve and promote the impact of the contribution of volunteers for the Trust.
• To ensure the activities of the Voluntary Service programme are publicised to enhance awareness of the volunteer services available in the Trust and across the wider community.
• Receiving and providing information that may be complex and/or may require persuasive skills, agreement and co-operation while leading the team to inform and support work colleagues, clinicians, other departments, patients and clients as appropriate to the job role.
• Liaising and working in partnership with VSM colleagues, the Trust and other partner organisations in the area to develop and agree joint volunteering arrangements if appropriate for the benefit of the Trust, its Patients and Service Users.
• Collaborate with other Voluntary and statutory organisations that have a volunteer presence on trust premises ensuring that they comply with trust policy on volunteering and the required governance and legislation.
• Oversee the production of a Voluntary Services newsletter to keep volunteers informed of their responsibilities, information about mandatory updates, and developments within the Voluntary Services programme.
• To be responsible for the planning, organisation and implementation of all volunteer community events and internal communications with staff and volunteers across the Trust.
• To oversee the coordination of all digital platforms, social media messaging on behalf of the Trust.
• Demonstrate innovative ways to show the Trust’s appreciation, reward and recognition of all volunteers’ contribution through established schemes, awards and annual events (conferences, coffee mornings, lunches, reward programmes etc.)

Service Delivery and Improvement

• Manage own and the teams’ workload priorities. Be proactive in the identification of workload issues that affect the smooth running of the department on your specific site and develop and implement action plans to resolve the issues.
• To support the design, delivery and implementation of the Voluntary Services strategy and operational plan with the Head of Voluntary Services, other VSM colleagues and all voluntary services colleagues.
• To oversee that all staff are aware of their duty of care in relation to equipment and resources used in the course of work and ensure that equipment and facilities are used carefully and appropriately.
• To oversee and coordinate processes for the payment and authorisation of ‘out of pocket’ expenses for volunteers and ensure that accurate records are kept for invoices and other departmental expenditure.
• Provide support, advice and assistance to other sites in the absence of their VSM.
• With your VSM colleagues, advocate for the development of Voluntary Services across the Trust, supporting the delivery of high-quality patient care, treatment and experiences.
• With your VSM colleagues, to manage the day-to-day operation of the Trust’s volunteering agenda, inclusive of relevant administration, training, contact with staff, volunteers, and partner agencies.
• To identify and determine volunteer opportunities and guidelines, assessing and monitoring the requirements and suitability of volunteer positions in liaison with Ward / Departmental Managers.
• To develop strategies for the utilisation of volunteers in newly identified areas and in the implementation of new schemes. Review, evaluate, and modify requirements and quality of work if necessary and report any issues of concern to senior members of staff.
• To manage and progress volunteering across the Trust, and act as the lead point of contact on site for members of the public, Trust staff, and other agencies on all aspects of volunteering.
• To co-ordinate volunteering activity with partner volunteer agencies to pro-actively support the volunteer service.
• To coordinate the selection, interview, placing and reviewing process of all new volunteers using the Trust’s recruitment and selection procedure to minimise risk and maximise potential and measure impact.
• As a VSM team, ensure that monitoring and evaluating quality standards in relation to the recruitment, placement, and on-going support for volunteers across the Trust are implemented. Ensuring that the allocated resources are managed within the department budget.
• Ensure that the allocation of volunteers to agreed roles across your site and local area. Ensuring that as many areas as possible have regular support, assistance and a consistent volunteer presence.
• Maintain records of volunteering undertaken across the Trust to support the production of reports, statistics and other important information about the volunteering services as required in accordance with GDPR and the Trust’s Data Protection and Privacy policies.
• Maintain professional and courteous working relationships with staff and respect the equality and diversity of each and every person.
• Uphold the privacy and dignity of the patient and respect the equality of patients at all time.
• To conduct investigations into any problems/incidents between volunteers and staff or patients, taking appropriate action in accordance with the Voluntary Services departments’ problem solving procedures for volunteers.
• Offer counsel to staff and volunteers if required.
• Ensure that the co-ordination and facilitation of the induction and training for new volunteers is delivered to a high and consistent standard.
• To evaluate and monitor training needs with volunteers. Implement appropriate feedback mechanisms, modify and arrange further training as appropriate. Encourage all volunteers to take advantage of training opportunities within the Trust, to meet the needs of the Trust, and new initiatives.

People Management and Development

• Be responsible for the recruitment, appointment and management of the staff within the Voluntary Service, including setting objectives, performance appraisal and identifying training needs, both statutory and related to personal development, and maintaining records.
• Monitor sickness/absence and annual leave of staff, and, where appropriate, carry out return to work interviews in accordance with the Trust’s Attendance Management Policy.
• To operate Disciplinary and Grievance procedures when necessary for staff.
• Development of outline role specifications for volunteer placements across the Trust.
• Manage the recruitment of volunteers following Trust policies, assessing each volunteer’s suitability taking into account specific skills, knowledge and previous experience. Managerial responsibility for the appropriate screening, induction and training of all volunteers before placement.
• Ensure volunteers are supported in existing areas and to lead the development of new services aimed at enhancing the patient’s experience in hospital by complementing the role of paid staff.
• In order to retain volunteers, provide team leadership for the Trust’s volunteers and deal with human resources issues as required.
• Support volunteers by holding regular support and/or review meetings with them, individually or as a team and ensure they are up to date with mandatory, statutory and role specific training.
• Encourage the identification and implementation of initiatives to volunteers who may benefit from additional support as part of their volunteer journey with the Trust.
• Responsible for providing advice or support to staff in their dealings with volunteers.
• Analyse and address placement issues including, where necessary, identifying alternative solutions for placements.
• To deal with and resolve problems or grievances between staff and volunteers.
• To be responsible for terminating volunteer placements where necessary with support and guidance from VSM colleagues, the Head of Voluntary Services and Workforce colleagues as appropriate.
• Maintain own knowledge base and expertise of volunteering within the NHS through membership of relevant professional networks and associations such as the National Association of Voluntary Services Managers (NAVSM), the Association of Volunteer Managers (AVM), NCVO, Helpforce and other relevant organisations and platforms.
• Co-operate with the Trust annual appraisal process and identify own training needs.
• Lead the resolution of any complaints in relation to the services provided by the Voluntary Services programme on your site and implement any improvements that result from identified problems.
• Lead the implementation of the Problem Solving Procedure initiated by volunteers or ward/ department staff.
• Deal with sensitive information in an appropriate way, taking into consideration the Data protection Act and Trust policies and procedures.