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Advocacy Service Manager

Closing date: 26 January 2021

Hours per week: 37.5  |  Salary: £26,275 pa

Type of contract: Full Time Permanent  |  Reports to: Deputy CEO/SMT

Location: Based in Derby City with travel to surrounding areas.

Interviews will be held when suitable candidates apply.

This vacancy will close when a suitable candidate has been found.

Role description

To lead on the service delivery of the One advocacy contract, a statutory provision within Citizens Advice Mid Mercia (CAMM). You will oversee, inform and create a service delivery strategy that contributes to the effectiveness of the service and is contract compliant.

You will provide a robust, reliable, professional, consistent and boundaried service to adults within Derby City, with a small team of direct reports; staff and volunteers alike:




• Care Act

• NHS complaints

• Specialist (non-statutory advocacy).

Planning and development

  • Have safeguarding is at the forefront of all practice within the One advocacy team
  • Advise Dep. CEO/SMT on staffing and service delivery issues
  • Co-ordinate activities, procedures and systems to promote common policies and/or practices within the appropriate service delivery area
  • Implement IT and other resource strategies within CAMM guidelines
  • Participate in initiatives as appropriate and contribute to the work of partners and stakeholders
  • Support the strategic development of CAMM & One advocacy, to ensure its management and services to clients reflect and support the CAMM quality and diversity strategy.

Service delivery

  • Record and analyse data to provide reports to Commissioners
  • Supervise the work of the team to ensure that standards meet CAMM and funders contractual requirements
  • Ensure service delivery and adequate cover from available staff
  • Monitor, report and feedback the quality of advocacy support provided
  • Maintain and develop standards of service delivery
  • Research, identify and respond to advocacy needs, in particular the needs of identified vulnerable client demographics
  • Ensure that appropriate systems are developed and maintained for case recording, statistics, follow up work and quality control
  • Assist and advise the relevant managers on compliance with CAMM and external funders
  • Provide performance reports on a monthly basis to the Dep. CEO.

Financial management

  • Contribute to decisions on allocation of resources
  • Oversee the team budget for expenses and training
  • Responsibility for spot purchase contracts, invoices and payments.

Staff management

  • Ensure all team members are aware of, and able to effectively report and disclose safeguarding concerns
  • Ability to delegate as appropriate
  • Attend regular meetings of the management team
  • Schedule, attend and document regular team meetings
  • Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff can do their best, ensuring CORE values are adhered to at all times
  • Ensure the effective performance management and development of staff through weekly supervision sessions, the appraisal process and learning and development, incl. the disciplinary and capability processes and reflective practice
  • Able to prioritise own caseload, and that of individual team members
  • Plan and allocate work, monitor achievement of deadlines and support staff as appropriate
  • Ensure that the service area is adequately staffed and resourced
  • In accordance with CAMM and service procedures, assist the SMT in implementing employment policies and procedures
  • Encourage good teamwork and lines of communication between all members of staff
  • Ensure recruitment, induction and training of new staff as appropriate.


  • Oversee and monitor effective and efficient administrative systems
  • Monitor an effective health and safety policy with regard to staff, equipment and premises within statutory requirements
  • Maintain complaints procedures in accordance with CAMM guidelines.

Learning and development

  • Undertake mentoring, coaching and effective development of staff and volunteers by checking competences, case reviews, file audits and shadowing
  • Identify and implement own learning and development needs
  • Maintain the service area's learning and development plan
  • Identify knowledge gaps within the team and source external training
  • Record all individual and team training attended, for Commissioners reports
  • Identify the learning and development needs of staff through support and supervision and contribute towards CAMM’s learning and development plan.

Person specification

  • The ability to commit to, and work within, the aims, principles and policies of CAMM and one advocacy
  • Proven ability to manage people including the ability to recruit, develop and motivate staff and volunteers
  • Able to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to do their best
  • Ability to monitor and maintain casework systems and procedures
  • Proven ability of monitoring and maintaining service delivery against agreed targets
  • Ability to communicate effectively, verbally and in writing
  • Ability to analyse and interpret complex information and produce and present clear reports verbally and in writing
  • Ability to ensure best use of IT systems and packages in the provision of advice services
  • Ability to monitor and analyse statistics and to check accuracy of calculations
  • Ability to work with a variety of organisations and to earn and maintain the trust of those people
  • Ability to lead and contribute to a team, including the ability to prioritise own work and the work of others, and take decisions in the day to day running of a busy service area, with constant interruptions
  • Ability to manage a budget and contribute to decisions on the allocation of resources
  • Ability to plan and manage projects
  • Commitment to continuing professional development (CPD)
  • Adhere to CAMM CORE values at all times.

COVID-19 considerations:

Covid-19 measures in place in all office locations.

To apply, please visit our website to download an application form here and send your completed application to staff@citizensadvicemidmercia.org.uk