Project Manager - Silver Circles
PURPOSE OF THE ROLE
Group telephone friendship groups (Silver Circles) are weekly friendship calls between up to 6 older people who have been matched together based on common interests or backgrounds. Circles take place once a week for up to 60 minutes, and are supported by volunteer facilitators who ensure the calls run to time and are beneficial for every participant. We know that Silver Circles provide a vital link to the outside world, and an opportunity for group conversation, for hundreds of older people – many of whom may not speak to another person for the rest of their week.
Reporting to the Director of Operations, the Project Manager for Silver Circles will be responsible for the management of all group telephone friendship calls. These include established, funded projects where calls support people who have been referred by organisations including the RAF Benevolent Fund and Seafarers. It also includes the general running of The Silver Line’s other Circle groups, some of which are long-running and others in their early stages. This role will support older people, and volunteers in their roles; and will support our plans to grow the service and to reach more isolated individuals across the UK.
Key Duties and Responsibilities:
- Deliver to contract requirements – including contract management and liaison with partners/contract managers – ensuring that targets are met, and reports are produced as required by individual contracts.
- Promote and market the benefits of Silver Circles to other beneficiary organisations and contacts, to encourage referrals and grow the service.
- Work with the Director of Operations, and other members of the Senior Management Team as necessary, to develop and deliver the ongoing requirements of the Silver Circles project
- Place recruited members in suitably matched peer support groups, as well as match suitable volunteer facilitators to new groups.
- Work with the Phone Co-op and/or other named telecommunication providers to ensure that new circles are set up effectively, and that the systems and support is provided in accordance with contractual arrangements.
- Monitor telephone conference calls listening to a sample of recorded calls for quality and safety purposes.
- Establish a small team of volunteer monitors who will listen to circle calls and feedback using monitoring guidelines as established by The Silver Line.
- Provide appropriate support to both volunteers and older people; monitor practice, and ensure that the service is delivered within Silver Line values standards and established timescales.
- Recruit, train and support Silver Circle Volunteer Facilitators – support via individual and peer telephone support calls.
- Facilitate Circles as and when required.
- Maintain up-to-date member contact details and record project activity using The Silver Line’s CRM system.
- Signpost group members to Silver Connects when they require information or advice on other services.
- Collect, collate and interpret data for monitoring and evaluation purposes, including the delivery of outcome reporting as per contractual requirements.
- Contribute to the preparation of performance reports to funders.
- Compile and present monthly reports and analysis of the service.
- Identify and report on issues and trends that impact on the delivery or development of the service.
- Present reports/information at regional or national level as required.
- Act as an ambassador for The Silver Line.
- Identify partners and opportunities for funding in line with the fundraising strategy.
Quality and Safeguarding
- Oversee the management of any safeguarding issues and ensure appropriate reports to relevant bodies (e.g. DBS in the case of a volunteer disciplinary).
- Ensure that friendship calls are delivered to The Silver Line standard through effective monitoring and that appropriate feedback is provided to volunteers.
- Monitor and evaluate service against agreed standards.
- Adhere and deliver to best practice The Silver Line policies and procedure including adhering to confidentiality and data protection practice, health & safety and safeguarding policies.
- Be a pro-active member of the Operational Management Team.
- Manage a budget ensuring all reporting requirements are met.
- Adhere and deliver to best practice and The Silver Line policies and procedure, including adhering to confidentiality and data protection practice and safeguarding policies.
- Undertake other duties appropriate to the post as required by The Silver Line
Skills, Knowledge and Experience
(E = essential, D= desirable)
- Experience of project management and delivering a service. (E)
- Experience of managing volunteers. (E)
- Experience of contract and partnership management. (E)
- Experience of managing virtual communities (i.e. telephone/online) (D)
- Experience of working with members of the public or organisations to set up and run projects/support groups. (E)
- Experience of engaging people through outreach activities (D)
- Demonstrable experience in supporting older people and an understanding of the impact of isolation and loneliness on their lives. (E)
- Demonstrable experience of using a high standard of communication skills with a flexible approach, and the ability to adapt, to various groups and volunteers depending on their needs and level of support. (E)
- Good negotiations and marketing skills. (E)
- Proficient use of MS Office applications. (E)
- Knowledge of CRM systems. (D)
- Demonstrable administrative experience and the ability to work to deadlines and timeframes. (E)
- Ability to manage and prioritise your own and others workload. (E)
- Ability to work on own initiative. (E)
- Ability and commitment to work as part of a team. (E)
Values and Behaviours
- An empathy and understanding of the issues that affect older people.
- Passionate about tackling the stigma of isolation and loneliness.
- A proven ability to demonstrate high degree of personal integrity, self-determination and honesty.
- Energetic, self-motivated with high standards and an appropriate professional image.
- Commitment to the values of The Silver Line and an ability to demonstrate those values in their work.
- Commitment to the aims of the service and The Silver Line vision.
- Post would be considered for home working; however, the candidate should be prepared to spend time working from our London office during the initial set up period, and then on semi-regular basis in line with service need.
- Post requires some travel and the attendance of meetings in other part of the UK – this may involve overnight stays.