Client Involvement Officer

Purpose: To establish, facilitate and deliver a comprehensive structure of service user involvement opportunities., At the Marylebone Project, we pride ourselves on delivering the highest possible standard of support to our women regardless of their background and vulnerability. As a Client Involvement Officer, you will establish, facilitate and deliver a range of involvement opportunities. You will forge relationships with external agencies in order to provide a range of exciting opportunities for the women you support. We value the voices and feedback of the women who use our services, you will have the exciting task of encouraging the women to have their voices heard at every level of the organisation. Whether it be at policy writing groups, board meetings or residents' meetings. You will be joining the team at an exciting time; your role will be based within our newly refurbished Centre. The Centre team are dynamic and creative, working within a trauma-informed approach to draw out the strengths of women to empower into independent living. Therefore, you need to be someone who is motivated, 1. To support the delivery of a comprehensive range of service user involvement opportunities and mechanisms. 2. To develop formalised and recognised qualification possibilities for women engaged in service delivery. 3. To ensure that service users have the mechanisms to be integral to service delivery for the Marylebone Project. 4. To produce high quality reporting and Key Performance Indicators of Client Involvement activities within the Marylebone Project. 5. To work to deliver outstanding services and outcomes for the service users of the Marylebone Project. 6. To provide a safe and welcoming environment for service users and operate within the overall philosophies and ethos of Church Army and the Marylebone Project. KEY TASKS: 1. To support the delivery of a comprehensive range of client involvement opportunities and mechanisms. 1.1 Facilitate and actively promote a programme of client involvement activities and volunteering opportunities which serves to enhance a service user's experience and wellbeing. You will Empower the women to have their voice heard at every level of the organisation, facilitating their engagement in activities such as participation in board meetings, policy writing groups, becoming resident representatives, and sitting on interview panels. You will encourage the women to take ownership of their services by providing opportunities for them to volunteer internally and ensuring that the women have a variety of platforms to provide feedback on the services they receive. 1.2 Liaise and work in partnership with colleagues to identify and support the delivery of courses and innovative activities related to service user involvement and training. 1.3 Liaise with colleagues and stakeholders to identify and build working relationships with relevant agencies, with an aim to provide opportunities for women. 1.4 Establish engagement within the local community to facilitate service user involvement both within and surrounding the Project. 1.5 With clients, devise informative and effective literature to promote service user involvement. Ensure these are maintained as current and relevant. 1.6 Provide both 1:1 and group support for women within a Psychologically informed Environment. 1.7 Liaise with external agencies to support women into community involvement. 1.8 Create a handbook of services, and other literature surrounding community involvement opportunities. 1.9 Support women to attend appointments off site as required. 1.10 Contributing to identifying and developing volunteer roles in collaboration with the Centre Team. 1.11 Work with the Centre Team and Management to establish an effective and safe structure for current and former client's volunteering and recognised work placements within the Project. 1.12 Supervise volunteers as required. 2. To develop formalised and recognised qualification possibilities for women engaged in service delivery. 2.1 In partnership with colleagues, identify and support the delivery of formalised and recognised training structures for women in relation to community involvement and engagement. 2.2 Be responsible for establishing a formalised, structured programme for the women involved in the service so that their participation is recognised and accredited formally. 2.3 Refer clients into the Meaningful Activity Programme enabling them to accrue tangible and employable skills and qualifications which will increase service participation. 2.4 Be responsible for devising a structured incentive and reward programme to encourage and foster involvement, whilst recognising and acknowledging the value of the women. 3 To ensure that service users have the mechanisms to be integral to service delivery for the Marylebone Project. 3.1 Enable service users to actively take part in developing and shaping their services and programmes. 3.2 Set up a robust programme which allow service users to participate in activities such as policy and procedure working groups, interviewing of prospective staff, board representation, involvement on steering groups, regular Women's Forum Groups and Service user meetings. 3.3 Provide weekly drop-in sessions where service users can find out about internal volunteering opportunities. 3.4 Work in partnership with the Centre Team in exploring new opportunities in developing volunteer placements and community activities. 3.5 Contribute actively to the development of the meaningful activities programme, liaising closely at all times with the Centre Manager and EET Workers. 3.6 Consult with service users and use outcomes and feedback to shape service delivery. 3.7 Support service users to attend appointments off site as required. 3.8 Use effective and multiple communication methods to promote and build awareness around the service user involvement programmes with staff, service users, and stakeholders. 3.9 Liaise and communicate closely with Support Workers and external support agencies to deliver a comprehensive support package for women. 3.10 Attend forums, meetings and networking events as required. 3.11 Work with all internal departments to ensure quality support is offered to our service users. 3.12 Play an integral part of staff and service user inductions. 3.13 Facilitate meetings and mechanisms for service user involvement. 3.14 Ensure that service users are equipped with the training and skills needed to deliver their respective roles. 4 To produce high quality reporting and Key Performance Indicators of client's Involvement in activities within the Marylebone Project. 4.1 Define, implement and manage all monitoring and evaluation of the programme systematically. 4.2 Collect relevant data for the Key Performance Indicators as required, and review these to monitor and shape service delivery. 4.3 Support the Fundraising Team in identifying case studies and success stories for publication of fundraising material. 4.4 Work with external consultants with regards to monitoring and evaluation. 4.5 Devise and implement effective monitoring and evaluation methods in line with outcomes and strategy. 4.6 Provide regular reports and updates on the service user involvement programme as requested. 4.7 Work with independent evaluators to review and report on the programme. 4.8 Actively participate in Centre staff meetings, training, supervision and wider organisational activities as requested. 5. To work to deliver outstanding services and outcomes for the clients of the Marylebone Project. 5.1 Ensure that the clients are directly involved in co-producing their services. 5.2 To organise and plan service user and volunteer participation, consultation and induction events, ensuring feedback enhances service improvement. 5.3 Liaise with colleagues and stakeholders to identify and build working relationships with relevant agencies, with an aim to provide opportunities for women. 5.4 Provide a programme of activities which address physical health, emotional wellbeing, mental health, Drug & Alcohol support/addictive behaviour, meaningful activity, offending and challenging behaviour, money and living skills, social networks and relationships. 5.5 Provide both 1:1 and group support for service users. 6. To provide a safe and welcoming environment for clients and operate within the overall philosophies and ethos of Church Army and the Marylebone Project. 6.1 Demonstrate the highest standards of customer service. 6.2 Be aware of the Church Army and Marylebone Project procedures to ensure the health and safety of service users and staff. 6.3 Report all repairs, housekeeping and maintenance issues to those responsible. 6.4 Handle and record incidents in accordance with agreed policies and procedures. 6.5 Take a positive approach to working with service users with complex needs and challenging behaviour

energetic, creative and a strong team player. The ideal candidate will possess effective communication and interpersonal skills excellent and able to work well with others. You will need to be someone who can work with other people unconditionally, who has an understanding of the challenges of homelessness and can work without judgement. The nature of the role means that you will be working in a fast-paced environment, so you need to be a person who flourishes working in a busy environment, is resilient, and enjoys helping others grow. You should have a positive mindset, be able to work flexibly so that you can respond to the needs around you and be passionate about making a difference. Our values are at the heart of what we do, so you should be someone who models these in all they do.

£31,927.00 per annum Hours 40 hours a week (full-time). You will work a shift rota which will include early, late and weekend shifts. Other times and shifts may be required as per the Project needs. Working hours and rotas are subject to change by the organisation as required, based on operational/service need, though we try not to do this frequently. Some flexibility in working hours is expected. Pension The employee will be enrolled into a pension scheme providing the post holder meets the criteria for eligibility. Minimum pension contributions will be paid by the employer for you if you are eligible. Annual Leave 28 days per year, inclusive of bank holidays. Rising 1 day per year of service to a maximum of 33 days, including 8 bank holidays. Contract Full-time, open-ended DBS This post is subject to an enhanced DBS (Disclosure and Barring Service) check and compliant with safeguarding policies and procedures. Safeguarding training will be required. Occupational Requirement

• Positions are exempt under the Equality Act 2010, Schedule 9, Part 1.
Due to the responsibilities of the role, there is an occupational requirement under the Equality Act 2010 that the post holder is female. Physical requirement: The Marylebone Project is based over two sites, 100m apart, and the job involves walking throughout and between both sites. The Bradbury House site is a listed building, over five floors with a lift. The postholder must be able to access all areas of the Project and may be required to do so quickly in the event of an emergency. The ability to undertake these physical aspects of the role and to carry smaller items are required as essential.