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Refuge Coordinator, Maternity Cover (Fixed Term Contract)

10th December 2018

Job Description
Refuge Coordinator – Maternity Cover
Responsible to: Operations Manager
Special conditions: Emergency On call and helpline shift rota responsibilities
Based in: Three locations in NW Surrey, including our Woking office
Hours: 36 per week
Salary scale: £23,650 per annum.
To be responsible for the smooth running of the Your Sanctuary refuge service. Proactively
work with the refuge team, volunteers and service users to constantly develop and improve
services and response to ensure best practice across both refuges, the helpline and the
wider organisation. To provide emotional and practical support to women using Your
Sanctuary refuges and help-line services. Lead your own team of volunteers.
At all times to live the Your Sanctuary values which are:
Passionate (about the work) – Compassionate – Accountable – Inspirational to others –
Inclusive – Innovative

Refuge management
• To be responsible for and ensure the efficient and harmonious upkeep of the refuges,
including administration and housekeeping. Work as a conduit between the operations
managers and refuge support workers, planning ahead to make sure there is sufficient
staff cover, organising small events in refuge and coordinating groups of volunteers.
• Work closely with internal staff and volunteers, and external agencies to ensure the
smooth running of our refuges and consistency of service.
• Remain up to date with legislation around issues that affect our residents, such as
housing, immigration and benefits. Filter this information effectively to other refuge
support staff.
• Follow financial policies for house kitty and receiving and recording of rent payments.
To provide this information on a weekly basis to the office manager.
• Provide a range of accurate monitoring information for the operations managers
including occupancy levels, rent collection, maintenance issues, etc.
• At all times to work in a safe and efficient manner, be aware of health and safety
policies, ensuring the safety of service users and the team.
• In conjunction with the senior refuge support workers, ensure that records, safety plans
and risk assessments are accurately maintained and consistent across both refuges.
Job Description Refuge Coordinator Maternity Cover December 2018
Service delivery
• Be responsible for the crisis support of the people of Surrey via the organisation’s
helpline (9am to 9pm seven days a week) on a shared rota shift basis.
• To be responsible for managing and developing a team of volunteers ensuring team
motivation, encouragement and retention.
• Provide key working cover for a number of women within the refuges when other staff
are away or when the need arises.
Work to ensure that the women are supported according to individual needs & develop
a support plan that empowers and motivates the woman to begin re-building her life.
• Work closely with the Senior Refuge Support Worker to provide advice and support to
the part-time refuge support workers in their key work, including bringing new residents
in to refuge, helping during times of crisis and providing additional support for more
complex needs, such as those with more complex mental health or substance abuse
• Utilise one-to-one sessions and group work to enable women to recover from their
experiences and to develop. This may include the following areas:
• Health – mental and physical
• Housing/accommodation
• Financial and resources
• Employment
• Social relationships
• Legal – in particular surrounding issues of family law
• Education
• Immigration
• Daily living skills
• Parenting (in conjunction with the refuge children’s workers)
(This will include the recognition of the changing needs of the women and
where appropriate signposting women to specialist agencies for help, support or
And/or an emotional nature such as:
• Listening to women’s experiences of domestic violence and providing support
• Encouraging, empowering and motivating residents in their plans for the future.
• Provide strong advocacy support for women in dealing with external voluntary and
statutory agencies.
• Proactively seek feedback and input from service users to aid the progression of support
and service development.
Job Description Refuge Coordinator Maternity Cover December 2018
Overall responsibilities and development
• Actively develop and maintain good working relationships with all relevant local
agencies to ensure that all the support needs of the residents and helpline callers are
met, to extend the activities available to them and enhance the impact of support.
• Play an active role in team meetings and proactively progress actions as agreed for the
development of services.
• To project a professional image in your support of the organisation and its infrastructure
including answering and dealing with correspondence and calls.
• Ensure the safety of all who work with and use the Your Sanctuary services – in
particular by the support and active development of our policies and procedures with
regard to confidentiality, child protection, health and safety, and equality and diversity.
• To be responsible for furthering the strategic aims of Your Sanctuary and all its services
as a part of on-going personal objectives and performance.
• To undertake any other duties as required by the trustees or management team to
further the aims of Your Sanctuary.
• As a small organisation, flexibility is required to provide continuity to all of our services.
• As part of the ongoing commitment to develop Your Sanctuary, all team members share
responsibility for raising the profile and income of the organisation.
Performance and development
• Your Sanctuary is committed to continuous development. Therefore, as a team member
be individually responsible for achieving measurable quality of your impact including the
Your Sanctuary outcomes framework.
Qualities and behaviours needed to be effective in this role:
• Excellent communicator – the ability to communicate respectfully and openly using
appropriate humour.
• Service oriented – enjoy delivering a high quality service
• Self motivated and well-organised
• Good problem solver – including the ability to think on your feet.
• Forward thinker – interested in improving our services.
• Prioritise workload with good judgement and decision making skills, to enable an
effective balance between remaining flexible to needs and meeting regular
• Ability to work in a non-judgmental manner that empowers others
• Safety awareness – Ensure anonymity of house locations and identities of service
users, staff and volunteers at all times
• Be professional in all your exchanges and promote the interests of the organisation
at every opportunity
• Learn and engage within the confines of confidentiality and ensure that professional
boundaries are always maintained when working with women, the team and
external bodies.
Job Description Refuge Coordinator Maternity Cover December 2018
• Good general, accurate administrative skills, with the ability to maintain accurate
• Highly organised and resourceful and able to work on own initiative.
• Ability to work as part of a team including being able to motivate others.
• Ability to prioritise competing demands with a tenacity for progress chasing tasks to
• Ability to liaise effectively with external agencies.
• Strong IT skills.
• Ability to work evenings and possible weekends – as part of the on-call service(E)
Demonstrate Your Sanctuary team values:
Someone who has a ‘Can Do’ attitude
Someone who takes responsibility
Committed to our core aims