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C HIEF E XECUTIVE O FFICER
Recruitment Pack
March 2018
March 2018
1
CHIEF EXECUTIVE OFFICER
Introduction from Andy Love
Chair, Board of Trustees
Citizens Advice Haringey
Thank you for your interest in applying for the role of Chief Executive Officer at
Citizens Advice Haringey (CAH).
We have been a critical part of our local community for the last 20 years and we’re
proud of the service our 22 staff and 75+ volunteers give to our clients each and
every day. Last year on a turnover of £1.2M we helped over 21,600 people with
more than 16,000 issues covering a range of problems including debt, welfare
benefits, housing and employment, securing in the process over £1,634,482 in
income gains.
Haringey is a vibrant and diverse borough where over 200 languages are spoken.
With exclusive residential areas as well as areas of deep-seated poverty, every
part of Haringey has communities of relative affluence living alongside those
suffering intense deprivation. Over half of our clients self-identify as disabled or as
having a long-term health problem. Many are in low paid work and have multiple
and complex problems they are unable to resolve without support.
The Board is made up of a small but highly skilled team of Trustees from a wide
range of backgrounds. We are focused on the need to continually build on the
skills and diversity of our Board to better reflect the communities we operate in and
in order to rise to the challenges ahead.
We are always looking to the future and planning ways in which we can make our
services more relevant in these changing times. CAH is seeing an increasing
demand for advice services locally. We need to work to meet growing needs by
making it easier for our clients to access our services both face to face, online and
by phone. We need to develop new partnerships and working relationships and
March 2018
2
explore innovative funding models, focusing on how we generate additional
sources of income for our services.
We’re looking for a new Chief Executive Officer to take our organisation to the next
stage of this development and evolution. Our outgoing CEO has steered the
organisation through a period of growth and challenge. The Board wish her well
for the future and are now focused on finding the right person to build on the strong
foundations that are in place.
CAH have gained awards for the services we provide to the people of Haringey.
London and Quadrant Foundation Award made CAH their ‘Community Project of
the Year’ in 2014. Our Moneywise Project won the ‘Citizens Advice Money and
Financial Support Award’ in September 2016 and was also recognised locally at
the Haringey Community Expo Awards as ‘Winner for Improving the Skills and
Prosperity of Haringey Residents’ in December 2016. A Certificate of Achievement
was awarded to CAH for our commitment to workplace Health and Safety in April
2017.
CAH has recently been rated as “outstanding” in the internal Leadership
assessment Audit done by Citizens Advice and we are ambitious about maintaining
this high level of performance across all aspects of our organisation.
This is an exciting time for CAH- we look forward to receiving your application.
Andy Love, Chair – Board of Trustees
March 2018
3
About Citizens Advice Haringey Our Services
CAH is in a good position as it enters this new phase:
• We have a reputation for good advice services for local people in Haringey
• We have the security of funding from Haringey Council until 2019 and an
optional contract extension to 2020
• We have maintained important funding partnerships with other
organisations such as London and Quadrant Housing Trust, Haringey
Clinical Commissioning Group and DWP
• We were successful in bidding for funding from the Big Lottery Fund for a
major four year project which commenced in 2016 and supports people in
financial hardship or crisis
• We have strong evidence of the outcomes we achieve and the impact of our
services
Information, Advice and Guidance:
Citizens Advice Haringey (CAH) work in partnership with two subcontractors HAIL
and Public Voice across Haringey as the Haringey Advice Partnership. The
contract started on 1 April 2016. The service aims to:
• Increase access to information, advice and guidance by delivering the offer
within a range of community-based hubs across Haringey as well as through
digital and telephony channels
• Deliver a universal, comprehensive and quality assured information, advice
and guidance offer to improve the capacity of all residents in Haringey to
manage their needs independently of the Council and to access the right
support at the right time, with a focus on early help and prevention
• Build the capacity of individuals to manage their own information, advice
and guidance needs and resolve similar issues for themselves in the future
• Build peer and community support around information, advice and guidance
through community-led initiatives
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Adviceline
CAH supports this national Citizens Advice initiative. The purpose of Adviceline is
to provide a telephone service to clients in England and Wales via a single 0344
number.
Pound Advice
Funded by London & Quadrant Housing Association, this project provides
specialist benefits and debt advice to London & Quadrant tenants in order to deal
with rent arrears, reduce debt, and maximise income. Crutch
A Big Lottery funded project under their Crisis in the Community programme. The
project is works with the most disadvantaged groups in the community. Crutch
Haringey provides practical support for residents struggling with money for the
essentials for themselves and their families, such as food, clothing and shelter.
Our Income and Resources
Citizens Advice Haringey is funded by a number of organisations including: the
London Borough of Haringey, Haringey Clinical Commissioning Group, Big Lottery,
Department of Work and Pensions and London and Quadrant. The expected
annual turnover for 2018/19 is c£1.2 million. For further information see the Report
and Financial Statements for the year ended 31 March 2017.
We have a highly skilled and motivated professional paid staff team of 22 who are
assisted by over 75 volunteers. Volunteers cover a range of roles including
administration, reception, telephone assessors, peer support, advisors and
caseworkers. All volunteers are supervised and supported by paid staff.
Our Users
CAH seeks to put the client at the heart of everything we do. We are committed to
taking a community centred approach that recognises our customers, local
community, social and faith networks as assets- not people with problems.
Our clients come from some of the most deprived wards in Haringey and over half
of them self-identify as disabled or have a long-term health problem. Many are in
low paid employment and have multiple and complex problems they are unable to
resolve without support. The largest volume of enquiries relate to welfare benefits
and debt issues but we are also seeing housing and employment enquiries
increase.
March 2018
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The Future As an organisation we are always looking to the future and planning ways to make
our services even more accessible, effective and relevant in these changing times.
In planning for the future Citizens Advice Haringey is taking account of:
• Welfare reform and the roll out of Universal Credit
• Low incomes and income deprivation in Haringey
• Health and wellbeing
• The growing demand for adult social care
• The shortage of affordable housing in London
• Brexit
We need to work to meet the growing demand. It needs to be easier for our clients
to access our services; we need to both protect face-to-face services and meet
changing clients’ needs by the increasing our use of technology and telephony.
We need to develop new partnerships and working relationships, deciding what we
can offer and when we should refer clients seamlessly to other services.
We need to explore new funding models, looking at how we generate new,
sustainable sources of income for our services.
Information about the role
March 2018
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We are seeking a CEO with vision, creativity and energy who can ensure that
Citizens Advice Haringey is well placed strategically for future challenges.
We are looking for someone with strong leadership skills and experience in both
strategic development and operational delivery of services.
It is vital that you are a good communicator with influencing skills and that you
enjoy working with different teams and developing staff and volunteers.
We want both our staff and volunteers to enjoy working with us and the CEO plays
a critical role in establishing the culture of the organisation.
You will advise the Board of Trustees on financial, staffing and service delivery
issues and on compliance with the Citizens Advice Membership Scheme and all
other relevant legislation, e.g. company and charity law, health and safety
legislation and employment law.
You will act at all times as an ambassador for Citizens Advice Haringey and you
will drive the future agenda of the organisation.
Finally, and most importantly, you are passionate about the work of the Citizens
Advice Haringey service and achieving its aims.
Organisation Chart for March 2018
March 2018
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Job Description Job Title: Chief Executive Officer
Hours: 36 Hours per week – will also include some out of hours
Reports to: Chair of Trustees
Purpose of role:
• Effective leadership and implementation of strategic objectives of the
organisation
• Maintain quality of advice and other services in accordance with Citizens
Advice and other Quality Assurance Standards
Trustees
x 8
CEO x1
Operations and Development Manager
x1
Team Leader x1
Adviceline x 1
Community Adviice Worker
x 3.5
Information Navigator
x1
Team Leader x1
Community Advice Worker
x 4
L&Q Project Adivser
x1.5
Volunteer Coordinator
x1
Volunteers x 35
DWP worker Vacant
x 1
Crutch Project Manager
x1
Volunteers x 40
Project Support Officers
x 1.5
Administrator x1
Finance Manager x 1
March 2018
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• Support and produce effective campaigns on social issues locally, regionally
and nationally, working in partnership with Citizens Advice and other
stakeholders
Key responsibilities
Strategic direction and governance
1. Manage the charity effectively, ensuring that its financial security is
maintained and enhanced
2. Develop, implement, monitor and evaluate the charity’s business plan in
conjunction with key Members and stakeholders
3. Lead the development and implementation of strategic goals, short and
long-term objectives
4. Provide inspiring leadership to the Bureau, focusing on delivering high
quality services to those in greatest need of advice services.
5. Grow and develop the organisation and its structure sustainably, ensuring
that it has scalability according to the level of achieved external funding.
6. Fulfil the duties of Company Secretariat functions for the charity, advising
and reporting to the Board of Trustees on progress against key strategic
objectives, providing information and regular updates on organisational
performance
7. Keep abreast of legislative changes and regulatory frameworks and ensure
the organisation is compliant with its statutory and legal obligations as a
charity.
8. Arrange and attend meetings of the Bureau's governing body, including the
annual general meeting and any special general meetings including
preparation of the Annual Report
Financial Management and fundraising
1. Oversee and maintain budgets, expenditure and management accounts
ensuring that income and expenditure is within business plan targets
2. Be accountable to the Board of Trustees for the overall financial health of
Citizens Advice Haringey including ensuring that new funding opportunities
are pursued
March 2018
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3. Identify and put in place an effective risk management strategy and
framework for the charity to support business plan objectives and robust
financial and strategic management
4. Proactively identify and connect with funders with a focus on building
longterm and trusting relationships Horizon scan for appropriate funding
opportunities and oversee the production of high quality bids.
5. Follow transparent processes for procuring Bureau services and goods and
put appropriate contracting arrangements in place
6. Oversee the preparation of accounts and financial statements in line with
financial regulations (SORP etc.) and in consultation with the Finance
Manager, Honorary Treasurer and Auditors.
7. Ensure that all financial reporting obligations are met in relation to
submissions for funding, grant aid, contracts and any other initiatives
8. Act as cheque signatory and authorise expenditure up to limits as agreed
by the governing body
Leadership
1. Provide leadership to the Charity and to take responsibility for the effective
delivery of all projects and services within the strategic and accountability
frameworks established by the Board of Trustees
2. Create and maintain effective working relationships with key stakeholders
within and outside of the organization
3. Manage staff and volunteers promoting a supportive performance
management culture whereby staff feel involved and are supported,
empowered and motivated and achieve their work objectives
4. Create a positive working environment in which equality and diversity are
well-managed, dignity at work is upheld and staff can do their best
5. In accordance with Citizens Advice and organisational procedures, assist
the governing body in implementing and monitoring employment policies
and procedures
6. Ensure all policies and procedures are kept up-to-date, adhered to,
monitored and cascaded as appropriate within the organisation ensuring
compliance with organisations values, aims and objectives
7. Represent the organisation externally to funders, policy makers, media and
other audiences that are critical to the organisations’ reputation
Policy and advocacy
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1. Promote and protect the aims, principles, policies, interests and reputation
of Citizens Advice Haringey both locally and nationally and ensure that the
organisation has a strong profile
2. Ensure the development of research and campaigns. Instigate systems and
procedures, in line with the research and campaigns requirements of the
Membership Scheme, to advance Citizens Advice objectives and priorities
3. Produce high-quality, persuasive content on relevant policy developments
and contribute to the development of Citizens Advice Haringey policies and
campaigns
4. Produce high-quality responses to consultation exercises from the
Government, Council and other bodies.
5. Develop creative ways to communicate with, engage and empower the
public and to advocate for and support fair and effective practices. Act as
spokesperson for local and national media as appropriate.
6. Build strategic partnerships with other voluntary and community
organisations, grass roots groups, academics, policy-makers and others.
Develop effective relations with appropriate authorities, agencies,
organisations and individuals at local and national levels, including
Councillors, MPs
7. Liaise with Citizens Advice and contribute to its work at regional and national
levels where appropriate
Other:
1. Undertake other such duties as may lie within the scope of this post to ensure
the effective delivery and development of the service
Personal Specification Criteria
Criteria
1 Working with others: • Evidence of developing effective working relationships and
networks by encouraging cooperation and open communication.
• Demonstrates ability to identify common ground and mutual interests with diverse groups and individuals
• Evidence of building effective networks within and outside an organisation, to seek and exchange information, support and resources
March 2018
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2 Customer and Clients • Demonstrates ability to identify needs of internal and
external customers/ clients and strives to deliver a prompt, effective and personalised service.
• Demonstrates experience of monitoring and acting on measures of customer/ client satisfaction and feedback
• Evidence of anticipating, identifying and meeting customer/ client needs and providing appropriate solutions which meet these needs
3 Commercial Awareness • Demonstrates understanding of commercial and financial
principles to improve business performance.
• Demonstrates the achievement of financial targets and views issues in terms of costs, profits, markets and added values.
• Can evidence entrepreneurial skills and drives opportunities for business development.
4 Drive for Results • Demonstrates ability to modify approach in the face of new
demands in order to achieve goals and is open to new ideas and change initiatives
• Shows examples of making prompt, clear decisions that may have involved tough choices or considered risks.
5 Valuing others • Demonstrates commitment to the principles of the
importance of equality and diversity and its application to service delivery in an inner city multicultural environment.
• Demonstrates sensitivity to the needs of others and takes an interest in their views
Criteria
• Diplomatic in difficult situations and inspires trust in others by treating all individuals in a fair and consistent manner.
• Relates well to people of all backgrounds and cultures and adapts style accordingly.
6 Effective Communication • Proven ability to communicate clearly- verbally and in writing. • Presents opinions logically, checking for understanding and
encouraging open discussion.
• Adapts communication style according to the audience and presents information in a way that captures the recipients interest and attention
March 2018
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7 Problem Solving & Analysis of Information • Sifts for key information, summarises and draws correct
conclusions from business-related written and numeric information.
• Demonstrates innovative or creative approaches to overcoming issues
• Demonstrates rational and sound judgments based on consideration of the facts and options available
8 Leadership and Management • Proven ability to devise and implement strategic
development and resource plans, particularly in the areas of service development, staff development and the management of change
• Demonstrable track record of establishing priorities, developing clear and logical plans to achieve goals and monitoring performance and progress against objectives
• Demonstrable track record of leading an inclusive workplace that maximises the talents and potential of each person to achieve business results
• Proven ability to give direction and delegate appropriately to empower and develop others
• Proven ability of providing constructive feedback regarding performance and manages people against set objectives
Terms and Conditions
Contract
This is a permanent appointment.
Salary
The salary for this post is £50-55,000 dependent upon skills and experience
required for the post. Salary is paid monthly by bank transfer.
Location
The role will be based in Tottenham, Haringey. Some travel for training, meetings
and service delivery will be needed to be effective.
March 2018
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Hours of Work
This is a full time position 36 hours per week. Typical business hours are 8.30am
to 5.30 pm Monday to Friday. This position will require out of hours working to
include evening Board meetings and could include occasional weekend work.
Probation
There is a probationary period of six months for all new entrants. Subject to
satisfactory performance the post holder will have their contract status confirmed
at the end of their probationary period.
Annual Leave
On appointment the post holder will be entitled to 26 days annual leave, plus
statutory Bank holidays.
Pension
On appointment the post holder will be eligible to join a defined contribution, workplace pension scheme, with a statutory contribution from Citizens Advice Haringey .
Security Clearance
Any offer of employment will be subject to satisfactory completion of a Standard
DBS check.
Nationality and Immigration Control
Any offer of employment will be subject to satisfactory demonstration of the right
to work in the UK.
How to Apply
Instructions
Applications should be made through our nominated recruiter - Prospectus website
at www.prospect-us.co.uk.
You can contact the current Chief Executive Officer to discuss the role email:
[email protected] or mobile: 07885881799.
March 2018
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Selection Process
After the closing date we will consider all applications carefully and invite to
interview those candidates who appear, from the information provided, to be the
best-suited for the post.
It is important therefore that your application gives a full but concise description of
the nature, extent and level of the responsibilities you have held.
If selected for interview, details of the interview process will be sent to you.
The Person Specification will be assessed by reference to the completed
application form and through interview.
It is expected to hold interviews on 3rd July 2018
Candidates invited for interview will be asked to make a short presentation to the
interview panel which will also form part of the assessment.