Senior Emergency Response Manager

Job Title:                        Senior Emergency Responses Manager Reporting to:                   Head of Homeless Services  The Role The Senior Emergency Responses Manager has responsibility for leading, coordinating and delivery of all of COPE Galway’s emergency responses for single people experiencing homelessness, ensuring the delivery of high-quality services in line with NQSF (National Quality Standards Framework for Homeless Services) and leading and implementing change, identifying gaps in service delivery and designing and operationalising new services into the future. They have responsibility for ensuring the embedding of the values of COPE Galway and a trauma informed approach within the services. The role is a strategic one which sits between Service Managers and the Head of Homelessness. Managers in homeless services that work in emergency responses for single people will directly report to them. It is also a collaborative one where the person works closely with two other Senior Homeless Services Managers as well as the wider Homeless Services and COPE Galway Teams. The person will also strategically develop and nurture close collaborative relationships with statutory and voluntary agencies across Galway City and County. This is a new role with space for the person to contribute to shaping the role and to creatively and dynamically lead the future direction of COPE Galway’s emergency responses to homelessness.  Current Emergency Responses COPE Galway Fairgreen Hostel is a 26 bed Supported Temporary Accommodation (STA) facility for men and COPE Galway Osterley House is a 12 bed STA facility for women. These services assign each person who avails of them an onsite keyworker who works with them to identify their individual holistic needs and to support them to identify and progress pathways out of homelessness. Fairgreen Hostel and Osterley Lodge are longstanding services in Galway and work collaboratively from an interagency approach to achieve positive outcomes for those they serve. The COPE Galway Day Centre provides a range of services for people who are experiencing homelessness in Galway including:Referral to and placement in emergency accommodationProvision of housing informationSupport in accessing welfare and health servicesAccess to food and refreshments, showering facilities, laundry and clothes exchangeAccess to bedding for rough sleepersFacilitation of in-house medical clinicsStreet Outreach 4 evenings and 4 mornings per weekSupport to single people in Private Emergency Accommodation (PEA) COPE, Galway, also operates a seasonal Cold Weather Response during the inclement cold weather months of the year. This service aims to reduce the risks of harm associated with rough sleeping in cold weather, including the risk of death due to hypothermia, through the provision of temporary supported accommodation. The service also acts as a referral point to housing and health support to help to identify solutions to homelessness and to improve outcomes for and with clients. Our Values, Our Work, Our People  Our Vision is a community where every person is valued, cared for, and supported at every stage of life. We work to achieve this by providing essential support for people at challenging times in their lives, and by advocating for systemic change to remove the root causes of inequity and disadvantage that constrain the wellbeing and development of individuals, families and communities. Our Mission is to make a difference by empowering people, creating change and strengthening communities. We understand, respect and respond to the needs of our clients who are always at the forefront of our work. COPE Galway is committed to becoming a Trauma Informed Organisation through an implementation plan that includes training for all team members across all roles and departments. Trauma Informed Practice (TIP) aims to support us to recognise trauma and to react and respond to it in ways that minimise triggering and retraumatising people, so that we continue to provide the best possible services to those who need us most. TIP also encourages us to focus on our organisational culture and how we each interact with one another to create psychologically safe environments for clients, volunteers and staff. It encourages us to reflect on our own triggers and responses and considers personal and organisational responses to staff wellbeing to ensure that our people are supported to deliver the best services they possibly can to those who need them most. Everything we do is guided by the COPE Galway Approach to help us achieve our vision of a community where every person is valued, cared for and supported at every stage of life. This assets-based and person-centered approach recognises that each person has attributes and strengths that can make positive differences in their own lives. We achieve results for the people we work with because of our Approach. The COPE Galway Approach is built on: Understanding - Deep listening, storytelling, learning, developing, openness, connections.Respect - Valuing the whole person, empowering, trusting, believing in the potential of others, drawing on strengths and abilities.Response - Quality, professionalism, making an impact, challenging ourselves, continuous improvement.Strong human relationships form the basis for the COPE Galway Approach. These relationships are established on how we understand and respect those we work with and how we respond so that we positively impact people’s lives. Our Team is supported by regular support and supervision, and access to our Employee Assistance Programme. Our people receive a wide variety of on-the-job training, with core training including Trauma Informed Practice, First Aid Responder, MAPA (Management of Actual and Potential Aggression), Overdose Response and Naloxone Administration and additional trainings including Values Workshops, Diversity Workshops and Harm Reduction Workshops.  Duties and Responsibilities The Senior Manager is responsible to the Head of Homeless Services. Their key duties are: Leadership and Management To lead COPE Galway’s emergency responses to homelessness, heading up and line managing a team of managers and leads, and to develop and build capacity within the teamTo support managers to participate in recruitment, ensuring processes are fair and in line with those recommended by HR, and to participate when requiredTo provide support and supervision to the Emergency Responses Management Team and to other team members in the absence of their managerTo collaboratively lead the rollout of Trauma Informed Practice across Emergency ResponsesTo play a leading role in the rollout of reflective practice in Emergency ResponsesTo ensure a proactive and responsive approach on the part of the services to working with people who are experiencing homelessnessTo proactively identify gaps in service provision and design solutions for these, including the development of new services CultureTo be a role model, coach and mentor for all staff in COPE Galway’s Emergency Responses to homelessness, embodying the values of the OrganisationTo model leadership behaviours and embed a positive values-led cultureTo co-develop plans for services in line with COPE Galway’s Strategic Plan and to ensure that staff at each level understand how their role contributes to the organisational achievement of thisTo encourage, support and role model collaboration across Homeless Services and the wider Organisation      To ensure that COPE Galway’s Emergency Responses are part of an integrated and unified Homeless ServicesTo remain up-to-date on models of best practice and bring this learning into the Organisation OperationsTo ensure continuity of service delivery, including adequate staffing, and to step in at times of staffing crises in Homeless ServicesTo ensure that managers are operating the day-to-day functions of the service to run smoothly and in accordance with the policies and procedures of COPE GalwayTo ensure that confidentiality is maintained in accordance with the COPE Galway Data Protection Policies and Procedures and agreed information sharing protocols To ensure that administrative and financial procedures are carried out in accordance with organisation policies and requirementsTo ensure that administration and recording systems are continuously developed and in place and appropriately operatedTo support managers in the use of the database systems in place including PASS (Pathway Accommodation & Support System)To support managers to ensure that all incidents, emergencies, events and handovers are recorded using the recording systems in placeTo ensure that services work in line with NQSF (National Quality Standards Framework for Homeless Services)To analyse the training needs of staff in collaboration with HR and service managersTo develop talent and plan for succession and progressionTo support managers with HR tasks and ensure their completion in conjunction with the HR Department and to actively participate when requiredTo involve managers in financial planning for their services and ensure to the greatest extent their involvement and ownership of their service budgets  Client Services To support managers to ensure a safe, welcoming and friendly environment is established and maintained in the operation of the servicesTo support the development and embedding of a proactive and flexible approach to client engagementTo ensure that services operate a care and case management system in line with best practice To ensure that appropriate and effective procedures are in place for communication and consultation with clients including supporting the organisation’s policy of encouraging client involvement in a wide variety of waysTo support managers to ensure that clients are consulted and involved in the operation of the project to the greatest practical extentTo embed a culture of positively receiving complaints and feedback, to ensure that complaints are processed and dealt with in line with policy and procedure, to engage in the processing of escalated complaintsTo support managers and teams to reframe challenges in positive terms as learning opportunities for individuals and the Organisation and to support compassion, understanding, pragmatism and resilience in teams Interagency To work effectively and in collaboration with Galway City and County Councils and the HSE and voluntary agencies as requiredTo communicate effectively and respectfully with colleagues across agenciesTo develop and nurture positive and strategically beneficial relationships with relevant external agenciesTo support managers to report on work and activities to funders as appropriateTo represent COPE Galway at external meetings and events and present the work of the Organisation when required   Health and Safety To instill a culture of Health and Safety as a priority within Emergency Responses whilst prioritising client needs and to provide guidance and leadership in this areaTo ensure that health and safety standards across Emergency Responses are maintained and to ensure adherence to COPE Galway’s Safety Statements and related policies and procedures at all timesTo provide leadership in the development and operation of Health and Safety procedures and practices across all services and properties linked to the family services, including the office spaces and accommodation units  General To work positively and effectively as a member of a management team, a Homeless Services team and the wider OrganisationTo facilitate, attend and contribute effectively to meetings as requiredTo participate in regular supervision and annual appraisal and assist in job-related training needsTo continue to learn and develop professionally through participating in training and workshopsTo adhere to all of COPE Galway’s policies and proceduresTo provide on call management support when scheduled.To carry out any other reasonable duties as requested Please note, that this list of duties is not exhaustive.This job description will be subject to review to take account of any changes necessary in response to changing needs and development of the services over time.  Key Terms and Conditions Frequency of Work:       37 hours per week, roster to be agreed with the Head of Homeless ServicesContract Period:             PermanentSalary/Pay-scale:            €60,092 per annumMethod of Pay:                Monthly by credit transferAnnual Leave:                 27 days per annum pro rata  Person Specification Essential A minimum of five years experience of working in a management role in a comparable area of work A minimum of five years experience of working with vulnerable communitiesA recognised third-level qualification (minimum level 8) in Social Care or a related field A minimum of three years’ specific experience of working with people experiencing homelessnessA commitment to the Vision, Mission and Values of COPE Galway and the achievement of theOrganisation’s strategic goalsA thorough understanding of the nature of homelessness and the complex needs of homeless familiesFull clean driving license and own transport Desirable Management qualification  Core Competencies An ability to develop and promote a culture of understanding, ownership and delivery of the Organisation’s visionAn ability to drive and maintain a culture of expected standards of behaviour within the OrganisationStrong Management, Leadership and Mentorship SkillsStrong change management skillsStrong advocacy skillsA vision for the future of Homeless Responses for familiesDynamism and creativityAn ability to strategically evaluate the services provided by our Organisation and outcomes for our clientsA commitment to working with a diverse client and staff groupA commitment to collaborating with other agencies and services in the delivery of services An ability to build and maintain positive effective relationships and networksAn ability to take responsibility for service delivery and outcomesA commitment to encouraging and promoting a healthy working environment which fosters trust, respect and hard workInnovation in identifying new ways of working with, liaising with and engaging with clientsAn ability to solve complex problems, creating effective and innovative solutionsPromotion of a culture of high-level trust and integrityAn ability to remain calm and composed within a demanding and stressful environment and situations, focusing on tasks and goals and role modelling effective management of challenging situations to staffAn ability to model the highest standards of professional practice and encourage others to strive for the sameExcellent report writing, IT, communication and presentation skills