Service Supervisor

7 months ago

Sheffield, United Kingdom Citizens Advice Full time

**Job description and person specification**

**Service Supervisor**

Citizens Advice Sheffield provides a range of advice and advocacy services through digital means, by telephone and in person. We seek to empower our clients and support them to improve their confidence and capability on a wide range of issues.

We aim for excellence. Our ambition is to be among the best advice and advocacy services in the country, and one of the leading voluntary and community organisations in Sheffield. We campaign for change to social policy to improve the well-being of the people and communities we support.

Part of what makes us distinct and innovative is our Advocacy service, which currently provides the following modes of independent advocacy:

- General mental health advocacy
- Advocacy under the Care Act 2014
- Independent Mental Health Advocacy (IMHA)
- Independent Mental Capacity Advocacy (IMCA)
- NHS Complaints Advocacy
- Advocacy for people with learning disabilities
- Deprivation of Liberty Safeguards Relevant Person’s Representative (DoLS RPR) service

Since 3 April 2017 we, in partnership with Cloverleaf Advocacy and Disability
Sheffield, have been running the Sheffield Advocacy Hub which brings together all statutory advocacy and learning disability advocacy in the city.

**Purpose of job**

Our service supervisors are responsible for supervising the provision of our services to clients.

Service supervisors manage, supervise and support our paid staff and volunteers to support and empower clients to address their needs, and to provide tailored casework when this is needed.

Service supervisors are part of the managers and supervisors team, responsible for shaping and implementing service strategy, to ensure high quality service delivery and performance in accordance with contractual and other requirements, and to develop

and implement service policy and practice.

Service supervisors provide advice, guidance and support to other staff, and support the provision of training and professional development in their fields of expertise.
Service supervisors lead and contribute to specific projects as agreed with their service manager.

Service supervisors themselves provide advice, advocacy and other services, including casework, including complex cases.

Service supervisors seek to support and empower clients to address their needs.

Service supervisors provide advice and advocacy that is accessible by all clients, taking full account of clients’ communication and other needs.

Service supervisors provide services through multiple channels and in a wide range of settings, including our own offices, those of partner agencies and client’s homes.

Service supervisors play a key role in campaigning and social policy work.

Service supervisors may play a lead role in the provision of independent advocacy or advice in one or more areas of law; this may include welfare benefits, debt, housing, employment, immigration, discrimination, pensions, health and social care and other areas of public and social welfare law.

Service supervisors are required to undertake all their duties in accordance with
Citizens Advice Sheffield’s policies and procedures, utilising national and local sources of information and guidance.

**Main duties and responsibilities**

**Service provision**

Service supervisors are required to support and supervise paid staff and volunteers to provide services to:

- Deliver services in accordance with our service delivery strategy and operational plans, including telephone, digital and pre-booked appointment services
- Meet the needs of all clients, wherever possible empowering clients to improve their confidence and capability, and supporting them to develop and implement action plans to meet their needs

Service supervisors also:

- supervise advice and/or advocacy sessions and casework, in accordance with relevant quality standards
- contribute to ensuring that performance standards and targets are met ∙

ensure that comprehensive client and service records are maintained, using information technology and other systems
- contribute to ensuring compliance with funders’ and contractual requirements
- support the identification and reporting of evidence to support social policy campaigns, and may lead and contribute to such campaigns
Service supervisors may also provide advice and/or advocacy, and carry a caseload, including complex casework, court and tribunal representation, and are required to do so in accordance with all relevant quality standards.

**Staff supervision, support and development**

Service supervisors are required to:

- Contribute to creating and supporting a positive culture in which all paid staff and volunteers are supported and valued
- Contribute to engaging paid staff and volunteers in good team work, planning and delivering services, and in campaigning
- Supervise paid staff and volunteers in accordance with our policies and procedures
- Provide advice, guidance

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