Digital Services Manager

5 days ago

Manchester, United Kingdom Digital Services Full time
About Us

akt is the UK's national LGBTQ Youth Homelessness charity. We provide safe homes, mentoring, and support to ensure that no young person needs to choose between a safe home and being who they are. 24% of young people facing homelessness in the UK identify as LGBT (National Scoping of LGBT Youth Homelessness, akt, 2015) and 78% of LGBTQ+ young people cited an absence of family support (The LGBTQ+ Youth Homelessness Report, akt, The charity was founded in 1989 and operates service centres in London, Manchester, Newcastle, Bristol and works online through a Digital Service to offer support to young people outside of our four office regions. akt works with over 800 vulnerable young people a year providing both face to face and online assistance.

The Role

This position sits within akt's Digital Services team and is supervised by the Senior Services Manager.

Key Responsibilities
  • Team Leadership
    • Support, develop, and supervise staff, students, and volunteers to build a strong and dynamic team culture, ensuring the team understands, recognizes, and meets the needs and expectations of akt's service users.
  • Collaboration and Communication
    • Work as part of the Services Management team and wider akt Management team, attending relevant meetings and completing actionable tasks.
  • Financial Management
    • Be accountable for the budget relating to Digital Services.
  • Project Management
    • Take responsibility for the management of specific projects relating to service delivery.
  • Technology and Innovation
    • Lead on the continued development of live chat, ensuring akt takes advantage of technological advantages that are relevant.
  • Service Development
    • Alongside the Senior Services Manager, ensure our digital offer meets all the current and potential needs of young people.
  • Casework and Support
    • Manage team to assess the needs of young LGBTQ+ people who are homeless, vulnerably housed, or in a hostile environment, and to carry out signposting and brief intervention.
  • Performance Management
    • Manage and support team to support young people through casework, including managing risk, case file reviews, and support around housing pathways and options.
  • Reporting and Data Analysis
    • Maintain and deliver the performance management reports and quarterly data scrutiny for Digital Services and participate in Services Committees to offer feedback on local performance as required.
  • Impact Monitoring
    • Develop tools that monitor the impact of the digital work for those accessing the service.
  • Volunteer Support
    • Offer support to volunteers around digital engagement, including live chat.
  • Digital Resources
    • Alongside Marketing and Communications and other Services Managers, create and maintain digital resources and signposting to allow akt to engage with young people's needs and signpost appropriately.
  • Online Resource Hub
    • Alongside Marketing and Communications, maintain and develop the online resource hub to ensure it continues to meet the needs of young people accessing online support.

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