Refugee & Migrant Support Services Manager

The Service Manager will have the overall responsibility of running advocacy support for
refugees, asylum seekers and other migrants (including EEA nationals), providing one-to-one
support, combating their destitution and enabling their access to healthcare, housing, welfare
benefits, education, employment and legal provisions. S/he will also be responsible for
coordinating all Entraide's UK projects and managing staff., 1. To co-ordinate our advocacy, outreach and advice services. This will include:
a. Running our drop in and outreach service together with caseworkers, providing one to
one advice and practical support to individuals and families, assisting with phone calls,
the completion of forms and taking practical resources, etc.;
b. Providing immigration advice in line with our registration with the Office of Immigration
Services Commissioner (OISC)
c. Undertaking outreach visits to asylum seekers, refugees and other vulnerable migrants
in conjunction with Caseworkers - undertaking initial assessments and providing advice,
support and signposting as necessary.
d. Ensuring the effective implementation and development of the Assessment and
Outcomes recording system for all work with families and individuals in accordance with
our confidentiality policy.
e. Ensuring all computer records and details on visits and contact are transferred to the
database and consent always obtained.

2. To provide direct operational management of the UK Programme, including all aspects of
staff performance and human resource management
3. To oversee our befriending and leisure activities service for vulnerable and isolated service
users.
4. To oversee our work with Solihull MBC to support families resettled in the borough through
the various resettlement schemes
5. Supervise and assist in the professional development of UK Programme staff (including 1
to 1/moral support/appraisals, etc.)
6. Working alongside the Volunteer Co-ordinator to recruit, train and support a team of
volunteers to deliver outreach, advice and befriending services in-line with Entraide's
policies and procedures.
7. To ensure effective and accurate recording, monitoring and evaluation of the service,
including key statistics and outcomes.
8. Lead on partnership, networking and stakeholder engagement. This includes liaising and
networking with local community groups, multi-faith groups and statutory and voluntary
agencies as necessary and help research other provision.
9. To formulate and review policies and procedures for the service
10. To provide regular reports to the Board of Trustees and contribute to the Annual Review
and Business Plan; detailing what services have been provided, how many are using them
and other information.


General:
11. To ensure all Health and Safety regulations and other legislation is adhered to in relation to
work.
12. To implement the principles and practice of equal opportunities.
13. To undertake additional duties as may be identified with the chair of the board of trustees.
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14. Carry out any other reasonable tasks commensurate with the role.

Health & Safety
The post holder is responsible for:

• Cooperating with Entraide in delivering all legal responsibilities in respect of your own

and your colleagues, volunteers, service users and visitor's health and safety whilst at
work.

• Adhering to and familiarizing themselves with Entraide's Health & Safety Policy and

procedures.

• Carrying out risk assessments of your own work and own workstation to ensure that

you do not expose yourself or others to unnecessary risk.

Flexibility
To deliver services effectively, a degree of flexibility is needed, and the post-holder may be
required to perform work not specifically referred to above. Such duties will, however, fall within
the scope of the job. The job description will be subject to periodic review with the post-holder
to ensure it accurately reflects the duties of the job. The role is office based, with occasional
hybrid working in agreement with the Service Manager depending on service demands., Other
• A commitment to working with and for newcomers, the poor E AI

and the disadvantaged.

• Commitment to anti-discriminatory, anti-oppression and E AI

anti-racism practice

• A commitment to equal opportunities. E AI


• Flexibility to undertake evening work if required. E AI


• Commitment to improving data collection/quality/systems E AI


• Car owner/driver D AI

Indicators of
• Successful implementation of all funded projects and R

Success achievement of all stated outputs, targets and outcomes

• Significant increase in numbers of clients supported and R

accessing various Entraide's projects R

• Timely completion of reports to funders R


• Regular supervision of staff R


• Improved monitoring, evaluation and learning systems R

(E) Essential (D) Desirable (HD) Highly Desirable (R) Review

Education
• Educated to at least a bachelor's degree level E A

/Qualifications
• OISC Level 1 Immigration & Asylum E A


• OISC Level 2 D A

Experience
• At least 5 years' experience of working with refugees, E AI

asylum seekers and migrants in an advisory/ casework role

• Significant experience of delivering advocacy and outreach E AI

services AI

• Significant experience of line managing and supervising E AI

staff or volunteers who are supporting asylum seekers, AI
refugees and migrants

• Experience of liaising with a range of agencies and E

stakeholders. AI

• Experience of managing or working in advice, information HD

and case work services. AI

• Experience of monitoring and evaluating services. D

Knowledge and
• Understanding of the issues and needs of refugees, asylum E AI

understanding seekers and migrants.

• Good knowledge of current legislation and policies AI

connected with refugees, asylum seekers and migrants E

• Understanding of social exclusion and understanding of

anti-oppressive practice. E AI
Skills and abilities
• Excellent interpersonal communication skills including E AI

negotiating, engaging, presenting, etc.

• Ability to cope with stressful and often emotional work. E AI


• Ability to identify and arrange appropriate support for clients E AI

that will make a positive difference to their lives. E AI

• Excellent written communication skills, including networking,

report writing & presentations. E AI

• Ability to work on own initiative and as part of a team. E AI


• Ability to work to deadlines, prioritise and multi-task. E AI


• Understanding of the need for confidentiality. E AI


• Ability to carry out client assessments.
  
  Entraide is a well - established charity based in North Solihull which works alongside asylum

seekers, refugees, vulnerable migrants to facilitate their integration into society. We are
currently the main refugee specialist organisation in Solihull providing support to around 400
clients a year. We are regulated by the Office of Immigration Services Commissioner (OISC) to
provide advice at Level 1 Immigration and Level 2 Asylum & Protection. We provide one-to-one
specialist advice, casework, and practical support to migrants and refugees in Solihull and the
surrounding area. Our current activities/projects:

Casework providing tailored support on a wide range of issues including OISC Level 2
immigration advice to asylum seekers, refugees and other vulnerable migrants.

Support to Ukrainian refugees and their hosts: working with Solihull Council and other
agencies to support Ukrainian families resettled in the borough through the Homes for
Ukraine Scheme

Befriending, Family & Children Activities through which we offer leisure activities, support and
companionship to refugees and asylum seekers who have experienced loss and trauma and
are attempting to rebuild their lives in the UK.