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Duties and Key Responsibilities

●      Embody the values of Mermaids in your leadership, management and service delivery approach; being Youth Centred, Collaborative, Trustworthy and Compassionate.

●      Strive for inclusion, participation and equity in your approach to management of staff and volunteers and delivery of services, working proactively to overcome barriers, especially from more marginalised groups.

●      Work closely with the Directors, managers and colleagues from across the organisation as needed, to ensure the helpline feeds into our wider work and strategic objectives of the organisation.

●      Manage and support the Helpline supervisors and wider helpline team of staff and volunteers to provide an effective, impactful helpline and associated support services.

●      Work collaboratively within services and with communications colleagues to ensure effective promotion and marketing to ensure growth in engagement from our community members.

●      Work closely with the Director of NI Services and the wider team to ensure a consistent approach to helpline and forum activity across all regional areas.

●      Where required, work with colleagues across the organisation to support the promotion and delivery of successful events and residentials attended and delivered by Mermaids.

●      Oversee the effective management and development of our call handling service and CRM systems and data, including the development of linkages to other areas of the charity.

●      Ensure the Helpline team’s compliance with all Mermaids policies and processes, ensuring training and developing guidance to support all of our activities against best practice, ensuring GDPR compliance at all times.

●      Act as Head of Safeguarding, overseeing our safeguarding activities and risk management measures across the organisation, delivering training and overseeing practice to ensure legal and operational compliance and putting the safeguarding of our young people, families, staff and volunteers at the heart of everything we do.

General Responsibilities

●      Conduct the duties of the job description in accordance with the operational policies of Mermaids, including, but not limited to, the diversity, confidentiality, and code of conduct policies.

●      Adhere to Mermaids safeguarding, confidentiality and GDPR policies

●      Maintain good working relationships with other staff members, volunteers, and stakeholders.

●      Contribute to the general administration and delivery of all Mermaid programmes, events, and overall objectives.

●      Always manage your own time effectively and ensure attention to detail.

●      Undertake any other reasonable duties as may be required such as attending and supporting events and residential weekends when requested.


QUALIFICATIONS & RELEVANT EXPERIENCE, KNOWLEDGE & SKILLS
Collaborative leadership capability with the ability to manage and engage with diverse and dispersed teams, in a remote setting. 
A skilled and self-motivated individual, able to work alone and as part of a team. 
Good working knowledge of safeguarding practice with children and young people .
Experience of support services management, ideally in a multichannel setting. 
Good partnership working skills, building trust and acting as a representative.