Advocacy Services Manager

Advocacy Services Manager (Herefordshire) Salary Band: £30,000 - £34,000 FTE per annum (pro rata) Part Time Hours: 25 to 30 hours per week Location: Hereford, Herefordshire. Hybrid working will be considered. Contract Type: Permanent Closing date: Sunday 25th October 2026 About ONSIDE: ONSIDE is a charity working across Herefordshire & Worcestershire and the surrounding areas to ensure people are heard, supported and empowered to make choices about their lives. Through advocacy and a range of support services, we work alongside people who may be vulnerable, disadvantaged or facing difficult circumstances, helping them understand their rights, have their voices heard and access the support they need. Whatever your role at ONSIDE, you’ll be part of an organisation that is passionate about making a positive difference in people’s lives. Purpose of the role:

• To ensure the safe and ethical delivery of Statutory and associated Advocacy Services including Out of County delivery
• To be part of the Leadership Team, leading and directing the effective delivery of advocacy and related services
• To be a visible and accessible leader for the delivery of Contracted and other advocacy services
• To provide leadership, motivation, management, and supervision to Advocates. Motivating Advocates to maximise their health, wellbeing and personal performance.
• Reporting on performance to Commissioners.

Key Responsibilities

• Lead, manage and support the Advocacy team, providing effective line management, supervision, coaching and professional development, including the induction and development of new and trainee Advocates.
• Oversee the effective delivery of advocacy services, including referral allocation, case management, workload monitoring, resourcing and timely completion of work.
• Monitor service and individual performance, ensuring accurate recording, data integrity and effective evaluation, and provide timely reports to Commissioners, Funders, Directors, Trustees and the Leadership Team as required.
• Ensure advocacy services are delivered safely, ethically and professionally, in accordance with relevant legislation, NICE advocacy guidance, ONSIDE policies, procedures and values.
• Work with the Head of Services and Leadership Team to review and improve systems, processes, policies and working practices, including assessing and managing risks associated with changes to service delivery.
• Ensure appropriate staffing and resources are available to meet service demands, including managing peak periods and absence cover, and working with the Volunteer Co-ordinator to support the effective deployment of volunteers.
• Manage and develop paid-for and spot-purchase advocacy services, working with Finance to ensure services delivered outside commissioned contracts are appropriately recorded and invoiced.
• Develop and maintain effective relationships with Commissioners, partners, professional networks and other stakeholders to strengthen the quality, reach and effectiveness of ONSIDE’s advocacy services.
• Support promotional and engagement activities to raise awareness of ONSIDE’s advocacy services and improve accessibility for people who may benefit from them.
• Undertake other duties appropriate to the scope and seniority of the role. Other Responsibilities:
• Contribute to the strategic planning of advocacy and related services.
• This role may involve working in different locations and will require you to travel. The ability and means to travel independently are essential.
• Build and maintain professional relationships with members of the ONSIDE Management Team. In addition, all ONSIDE employees are expected to:
• Work within the organisation’s stated principles and values, adhering at all times to the organisational policies, procedures and guidelines
• Take responsibility for safeguarding appropriate to your role and raise any potential concerns with the ONSIDE’s Safeguarding and Professional Guidance Manager
• Contribute to the growth and ongoing sustainability of the organisation
• Demonstrate a commitment to equal opportunities, social inclusion and individual empowerment
• Show a commitment to personal, professional and organisational development
• Take responsibility for your wellbeing, accessing the support and resources in place to support you and your wellbeing
• Contribute to organisational promotional and networking activities
• Work flexibly and co-operatively with colleagues to support the needs of the organisation While the job description provides the main duties and responsibilities for the position, it is not definitive, and employees are expected to carry out any additional duties compatible with their skills and abilities. The above may be subject to change and alteration from time to time with the prior agreement of the job holder. Essential criteria Qualifications and experience · Educated to A Level standard or equivalent, with at least three years' experience at an equivalent level in a service management role. · Relevant professional experience or qualification in advocacy, health, social care or safeguarding. · Experience of managing services against contractual requirements, performance measures, SLAs and/or KPIs. · Experience of managing, supervising, motivating and developing staff. · Experience of operational planning, service improvement and organisational change. · Experience of partnership working across agencies and professional networks. · Experience of working with vulnerable or disadvantaged adults, with an understanding of the issues they may face and of the voluntary/community sector. · Knowledge of legislation underpinning statutory advocacy, including the Mental Health Act, Mental Capacity Act, Care Act and PACE. Leadership and management · Strong leadership, supervision, coaching and performance management skills. · Ability to oversee case management, prioritise and allocate referrals, and manage competing demands. · Ability to develop and implement effective policies, procedures and safe systems of work. · Ability to support and implement service and organisational change. Skills and approach · Excellent written, verbal and interpersonal communication skills, including the ability to produce clear and timely reports for commissioners, funders and senior stakeholders. · Strong organisation, time management, problem-solving and evidence-based decision-making skills. · Ability to analyse data, maintain accurate records and monitor performance information. · Competent IT skills, including the use of case management and reporting systems. · Ability to build effective relationships with partners, professionals and people who use services. · Person-centred and collaborative approach, with a commitment to empowerment, social inclusion, equality, diversity and social justice. · Resilient and reflective, with strong professional boundaries and a positive, solution-focused approach. Other essential requirements · Able to travel throughout Herefordshire. · Access to own transport, as travel is required across areas where public transport can be limited. · Able to work flexibly, including occasional out-of-hours working. · You must have the Right to Work in the UK or be able to independently obtain this by the start date. Unfortunately, we are unable to offer visa sponsorship for this role. Desirable criteria · Advocacy qualification, Social Work qualification and/or relevant management, supervision or coaching training. · Experience of working as an advocate or delivering advocacy or closely related services. · Knowledge of NICE advocacy guidance and rights-based practice. · Experience of quality monitoring, case audits, reflective practice and continuous improvement. · Experience of supporting student placements and/or acting as a Practice Educator. · Experience of developing new projects, departmental objectives or service plans. · Experience of working in the charity sector and/or managing or coordinating volunteers. · Experience of budget management, financial controls and/or invoicing for spot-purchase or out-of-contract work. · Familiarity with local authority commissioning and contract management. · Experience of relevant CRM/data management systems. · Counselling or therapeutic skills. · Commitment to ongoing continuing professional development. Salary Band: £30,000 - £34,000 FTE per annum (pro rata) Part Time Hours: 25 to 30 hours per week Location: Hereford, Herefordshire. Hybrid working will be considered. Contract Type: Permanent 26 days annual holiday + Bank Holidays Pension Scheme Company Sick Pay Scheme (after qualifying service) Additional Maternity & Paternity Pay (after qualifying service) 24/7 Employee Assistance Programme Access to premium Calm App Employee Engagement Forum to ensure our employee’s voices are heard! Your ‘Birthday Day’ Off Supportive working environment & good work/life balance culture Support with continuous professional development