The Head of Support Services manages, develops and supports the following Women’s Aid direct services: Dublin based One to One Support and Outreach clinics, Court Accompaniment Service, Dolphin House Drop In Advice Service (DAIS), Maternity Outreach service, the national High Risk Support Project, and any new frontline projects. 

The Head of the Services Department also participates and actively contributes as a member of the Senior Leadership Team to the overall smooth operations, growth and strategic development of Women’s Aid as a whole.

Duties and Responsibilities:

• Manage the work of the department which includes the provision of one to one support at Dublin 2 headquarters and in outreach locations, court accompaniment, the DAIS in Dolphin House, Maternity Outreach,  the High Risk Support project, and the pilot DV & homelessness project.
• Identify, innovate and develop enhanced services in line with evolving demands and in keeping with the Strategic Plan.
• Set out clear targets and priorities in an annual (or multi annual as required) Department work plans, in line with Women’s Aid strategy.
• Regularly monitor, review and report on the different aspects of the work of the department staff, in line with specific Departmental/project plans and the organisational strategy.
• Ensure work is carried out in line with Women’s Aid principles and policies.
• Ensure work is undertaken in line with data protection policies, including regular data removal.
• Regularly supervise and support department personnel, and ensure supervision, support and training needs are met.
• To proactively create opportunities for the Services team to upskill on matters of relevance to callers for example: updates to legislation.
• Ensure accessibility of all services to women from minoritized groups.
• Develop and maintain positive relationships with funders and supporters and ensure all statutory and non-statutory grant requirements are fulfilled and reporting schedules are adhered to.
• To ensure the Services Team efficiently collect and input all required data on the E-Safe system.
• Ensure effective management of systems for reporting all statistical information from the support Services.
• Ensure implementation of employment policies and procedures for all staff.
• Attend meetings, including the following:
  • Meetings with Service Department staff – individual and team
  • Management and Organisational meetings
  • Quarterly partner meetings of the DAIS service and High Risk Support Project
  • Training days
• Provide Department report for Board and Senior Leadership team.
• Work within budgets.
• Document and present the work of the Services Department for the information of funders and other organisations as required, and to support the work of Women’s Aid overall.
• Ensure on-going co-operative contact between Services and other departments in Women’s Aid.
• To provide direct support to women when required.
• Ensure personnel work to Women’s Aid child protection policy and to be a designated liaison person (DLP) for Tusla and manage child protection referrals when required

Leadership:

• Responsible for leading and developing the Women’s Aid Services Department Team.
• As a member of the Senior Leadership Team, ensure the overall smooth running, good governance, accountability and overall compliance of Women’s Aid, in conjunction with the Board of Directors.
• Assign, regularly monitor and efficiently manage annual budgets for all Department requirements in close co-operation with the Financial Controller.
• Oversee recruitment, induction, support & supervision, and performance management of team members.
• Ensure staff and volunteers are aware of and adhere to all relevant GDPR and Health and Safety obligations in accordance with organisational policies and procedures, including in relation to home working.
• Support and empower any members of Middle Management in the Department (e.g. Outreach and HRSP Co-Ordinators) to effectively lead the projects for which they are responsible and to support and supervise any employees/interns/volunteers who are their direct reports.
• Provide monthly Department report for the Board of Directors.
• Document and present the work of the Services Department for the information of funders and other organisations as required, and to support the work of Women’s Aid overall.
• Encourage and ensure on-going co-operative contact and collaboration between Services and other departments in Women’s Aid.
• Proactively engage with other Department Heads and CEO to lead, manage, innovate, and develop the organization in line with its purpose and vision.
• Represent the organisation as appropriate, for example, through membership of relevant interagency groups, public presentations, supporter engagement.
• Participate in regular operational meetings of the Senior Leadership Team.
• Participate in quarterly leadership meetings of the Senior Leadership Team.
• Participate in, and chair on a rotating basis, the quarterly organisational meeting.
• Participate in regular support and supervision including annual appraisal meetings with the CEO.
• Maintain appropriate professional boundaries with external parties and colleagues.
• Uphold the values of Women’s Aid.

Other Duties:

• Participate in media interviews in consultation with Head of Strategic Communications and the CEO (optional and subject to provision of media training).
• Provide/facilitate and document training for department staff as required.
• Attend to personal support, supervision and training needs.
• Facilitate team development days as required.
• Support staff to represent the work of the organisation at external events/meetings.
• Attendance at organisational, team and one to one supervision meetings with Line Manager as scheduled.
• To attend internal and external training and events as required.
• To perform other duties appropriate to the job as may be assigned from time to time
• Promote the overall aims and values of Women’s Aid.