Head of Volunteer Support and Services

Role: Head of Volunteer Support and Services

Location: England – home-based with significant travel and flexible working expected

Hours: 35 hours per week – 9am to 5pm, Monday to Friday

Contract: Permanent (subject to funding)

Reporting to: Chief Executive Officer

The Farming Community Network (FCN) is a voluntary organisation and charity that aims to improve the health and wellbeing of people in farming and provide support at times of difficulty and change. Each year the charity supports approximately 10,000 people in the agricultural sector with a wide range of issues – including family relationship challenges, mental ill-health, and managing change.

We are recruiting a Head of Volunteer Support and Services to provide leadership and oversight of FCN’s core support services, ensuring we provide the best possible support to our beneficiaries; that volunteers receive an excellent experience with the charity; and that FCN’s standards are maintained across the board.

Your role will involve oversight and development of FCN’s core service provision - including supervision of case work and development of the FCN Helpline - working alongside other staff members and volunteers, and to standardise/refine our processes and procedures.

As part of this role, you will oversee the management of Regional Support Officers (RSOs) across England, FCN volunteers, and FCN’s core support services (Helpline and casework).

You will work with regional colleagues to help build, support, and establish sustainable healthy local FCN volunteer groups and encourage the sharing of knowledge and insights across the charity. Your role will include supporting FCN volunteer groups as well as providing models of best practice that can be shared more widely across the team.

You will have line management responsibility for approx. 12 members of staff (mostly part-time) based across England.

You will work closely with the Head of Communications and Development to align FCN services with FCN FarmWell and project activity, as well as other members of the Senior Leadership Team, ensuring a team-focused approach is taken.

Key purpose:

Working as a pivotal member of senior management within a small team, this role is central to ensuring that FCN can continue the development of its services, governance, and internal structures while ensuring day-to-day operations remain compliant, responsive, and efficient. At a strategic level, the Head of Volunteer Support and Services will work with the CEO and other colleagues to define the key business processes that support FCN’s strategic direction, while maintaining functional responsibility and management over Helpline Services, volunteer outreach support, compliance, health and safety, safeguarding, and GDPR requirements. FCN has grown as an organisation in terms of beneficiaries and the number of volunteers, which is now over 400 individuals who help in various roles. The Head of Volunteer Support and Services along with Regional Support Officers will have responsibility and management of safeguarding volunteers and clients, which is a key priority for FCN. You will also be supporting, motivating, and inspiring volunteer groups and helping to develop the reputation of FCN across the country.

Key responsibilities:

Strategic

1. Support the Chief Executive Officer to identify, plan, and deliver on FCN’s initiatives necessary to support the strategic direction of the charity via the effective management of operational Helpline and volunteer support services, including effective/consistent case file management.
2. Overall responsibility for the function of Helpline Services (telephone and email) and local case support, working with other colleagues.
3. Work with other colleagues to oversee the rollout of a comprehensive and high-quality training package for volunteers.
4. Ensure accurate data and information is being gathered, collated, and monitored, working with staff team members, and contribute to the provision of inputs to key Trustee meetings and strategic event days.
5. Translate key strategic outputs or contractual agreements into operational policies and procedures, including the implementation and monitoring of these.
6. Work with colleagues to help upskill volunteers at a local level.
7. Ensure financial sustainability of FCN groups, supporting them and Regional Support Officers in the creation of their annual budget and monitoring of performance against that budget throughout the year.
8. Regular liaison with the Finance and HR Manager and Chief Executive Officer to develop & manage budgets.
9. Work closely with colleagues in Wales, Scotland, and Northern Ireland, which will have a different approach to volunteering and service provision.
10. Line manage a team of 12 (mostly part-time), agreeing, monitoring, and evaluating the number of hours worked each month, where applicable.
11. Develop and share best practice across all county groups. Ensure that all volunteers and staff understand and comply with current GDPR and ensure that pastoral supervision is available to all volunteers and staff. Ensure that FCN strategic priorities relating to the Helpline are translated into operational deliverables and work towards FCN receiving Helpline Standard (or equivalent) accreditation. Provide regular reports and data analysis to the CEO and management team.

Functional

1. Support the Chief Executive Officer and provide management oversight on matters relating to the provision of Helpline and IT case work systems, software, and equipment. Assist management oversight of the recruitment, induction, and training of staff and volunteers, working alongside other colleagues.

Provide management oversight of the development and implementation of new administrative and information systems. Support the operational delivery and development of FCN’s farm support services including Helpline and volunteer case work. Coordinate the regular review of service provision to FCN to ensure that occupational / volunteer standards and requirements are maintained. Ensure FCN policies and procedures are up-to-date, fit-for-purpose, and utilised across the charity by staff and volunteers.

Regional Development

Leading our team of Regional Support Officers, you will be responsible for supporting, motivating, and inspiring volunteer groups in England and helping to develop the reputation of FCN across the country. This will include:

1. Working with RSOs and Volunteer Coordinators to facilitate the development of county groups to ensure appropriate capacity across their region.
2. Working closely with Regional Support Officers and Volunteer Coordinators supporting case management when required.
3. Developing awareness and recognition of FCN and forge connections and fundraising opportunities with regional organisations and supporters of FCN, working closely with the Senior Partnerships Manager and other colleagues.
4. Representing FCN on stakeholder groups and other industry groups as required.
5. Improving internal recording processes, collecting evidence of FCN activity, as well leading on the development of new systems to support our work.
6. Identifying and helping the national office to access regional and local funding sources.

Job specification Head of Volunteer Support and Services

Essential criteria:

1. Experience of working effectively within small teams, and managing staff and volunteers.
2. Excellent project management skills, including the management of people and projects.
3. Experience of working in or with a UK-based charity, case work systems, GDPR compliance, databases, and web-based applications.
4. Management of administrative systems and excellent IT software skills as well as Zoom or Teams.
5. Ability to produce high-quality written evaluations to deadline.
6. Excellent communication and relationship-building skills.
7. Extensive volunteer management experience.
8. Good organisational skills and the ability to manage and prioritise a demanding and diverse workload.

Desirable criteria:

1. Farming background or knowledge of the farming community environment.
2. Experience of operating on senior management teams within an organisation undergoing a period of development/transition.
3. Undergraduate degree or similar professional level qualification or relevant skills, knowledge, and experience to this position.

FCN is an inclusive organisation and we welcome applications from all sections of our community.

NB: This role will work closely with the Helpline Coordinator and other Senior staff to ensure continuity during holidays, sickness, and other commitments.

This role profile is not exhaustive and is subject to review in conjunction with the post holder according to future developments at FCN.

Travel is a significant part of this role and some out of hours working will be required with notice.

The salary for this role is £52,000 per annum.

*There may be occasions when it is necessary to attend evening or weekend events. In these cases, compensation will be considered on a case-by-case basis in the form of time-off in lieu.