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Detailed job description and main responsibilities

Strategic and Management Responsibilities

As a key member of the team you will:

• Support the Head of Charity, Community Engagement and Voluntary Services Manager, and other Charity team leads in developing and delivering on the Charity and Trust’s strategic aims and objectives, enhancing the experience of patients, visitors and staff.
• Guide, support and direct members of the team in achieving personal development goals whilst contributing to Volunteer Service and Charity objectives.
• Deputise for the Community Engagement and Voluntary Services Manager and Special Projects Volunteer Co-ordinators as necessary in handling issues and queries relating to volunteers.
• Assist in the delivery of well-managed, high quality volunteer services focusing on the recruitment and retention of appropriate volunteers to fulfil service requests for support.
• Establish and maintain positive working relationships with relevant stakeholders to promote best practice and offer support to peers. This includes developing relationships with organisations regionally and nationally to assist the development of volunteer services which reflect shared objectives.
• Be able to innovate and offer creative solutions in the development of new volunteer roles to address patient and service needs.
• Be self-aware with strong interpersonal and emotional intelligence skills and be able to work with and support team members and volunteers from diverse communities, ensuring inclusivity and respect is maintained.
• Uphold and lead by example in relation to the Trust’s values of Teamwork, Honesty and Openness, Respect, Inclusivity, Valuing People and Excellence (THRIVE)

Volunteer Recruitment and Programme Development

A key part of your objectives will be to increase volunteer numbers and placement opportunities:

• Support the management and development of a quality volunteering service designed to enhance the patient experience, maintaining continuous volunteer recruitment across the Luton and Bedford sites.
• Ensure all volunteering activities meet with the Trust’s service needs and are carried out in line with policies regarding health and safety, legal requirements, environmental, equal opportunities and general duty of care.
• Take responsibility for the volunteer recruitment process from enquiry to interview and placement, working with the Charity Administrator Volunteer Lead (Luton) and the Team Administrator (Bedford) to oversee all related administrative processes including taking up references, arranging DBS checks and health screening.
• Collaborate with wards and departments requesting support to develop role descriptions, identifying appropriate tasks, carrying out risk assessments against personal, environmental risk and job substitution, and matching individual volunteer skills to our patient and ward/department needs.
• Assist with identifying gaps in service that volunteer support could alleviate, negotiating and arranging appropriate placements for volunteers throughout the Trust to maximise support to patients, their relatives, visitors and staff.
• Place and induct new volunteers; introduce new volunteers to placement staff and ensure both parties understand the tasks to be completed; encourage the development of volunteers within placements in conjunction with staff; ensure safe practice that is compliant with national guidance and provide ongoing support to volunteers and staff.
• Maintain accurate and up-to-date records and administrative systems including the database and sign in app supported by the Luton and Bedford Admin Support team members.
• Monitor new volunteer starters to ensure wellbeing, appropriate support from the placement area and overall role satisfaction, addressing any immediate issues.
• Be accessible and offer support to all volunteers as needed in an open and friendly manner, and proactively engaging with them on a regular basis.
• Discuss and resolve difficulties and sensitive issues between volunteers and staff, assist staff with (HR) advice appropriate to volunteers.
• Identify any additional specialist training requirements through an ongoing training needs analysis and coordinate the delivery of any relevant training - facilitate and encourage the development of volunteer skills, knowledge and experience.
• Work with the Work Experience and Student Volunteer Lead to ensure Volunteers undertaking the Mealtime Assistant role are fully trained and supported. Where required, work alongside and supervise volunteers within the hospital, explaining tasks and working guidelines ensuring that they are understood.
• Collaborate with nursing, therapies and other service leads to ensure volunteers receive appropriate training to gain the knowledge and skills required to enable safe, confident and effective support.
• Assist with the organisation of training events for volunteers and contribute to the delivery of this training.
• Authorise expenses for volunteers, and maintain and monitor budget relating to this.
• Produce monthly, quarterly and annual reports on service activity.
• Respond to general office enquiries

Communication and sharing knowledge/best practice

• Demonstrate a high level of verbal and written communication skills in relation to all aspects of service and project delivery. Communicate complex information to a wide range of volunteers, staff and managers at all levels of the organisation.
• Communicate effectively and appropriately with patients, carers, families and colleagues. This involves demonstrating awareness of sensitive issues and dealing with difficult situations, plus an awareness of barriers to effective communication e.g. hearing loss, altered perception, dementing illness, memory loss, pain, fear and the effective use of verbal / non-verbal communication as appropriate.
• Work as part of a team and include the sharing of skills and co-ordination of issues in order to enhance the effectiveness and efficiency of the Voluntary Services and Charity Team.
• Contribute to the compilation and assist with the dissemination of information to volunteers about the Voluntary Services department and the Charity, including newsletters.
• Assist with educating ward and department staff across the Trust on the remit and value of volunteers.
• Be proficient in IT skills, including Microsoft Office applications to enable effective communication.
• Participate in networking across the region and nationally via the National Association of Voluntary Services Managers, NHSE and other relevant platforms, to share and learn developments in best practice and innovation.

Service Promotion and Events

• Assist with arrangements for functions/events as part of the Trust’s support for volunteers and the Charity.
• Attend events in the hospitals and in the community, including community organisations, to promote volunteering and the Charity.
• Contribute to appropriate working groups/meetings that are relative to volunteer involvement.
• Integrate into the local wider community of volunteer co-ordinators to ensure the Trust’s services are promoted and kept up to date with current local issues and targets.
• Assist with articles for internal and external publications, social media posts, website, intranet and notice board updates, plus targeted recruitment campaigns.

Retention and Service Deliverables

• Increased volunteer numbers across the Trust and efficiency improvements in volunteer recruitment timelines and processing.
• New volunteer roles developed for volunteers to meet service user, community and staff needs.
• Continuous service improvement including visibility and awareness across the Trust with increased understanding and appreciation of volunteer support.
• Contribute to the enhanced Trust reputation as a respected quality volunteer service provider in the region.
• Contribute to the development of outcome measures to assist service evaluation and growth, including through record keeping, assisting with audits and surveys, and ideas for service development