Service Delivery and Development Manager

About Us

Karma Nirvana is the longest-established specialist charity dedicated to supporting victims and survivors of Honour Based Abuse (HBA). For close to three decades, we have led the campaign against Honour Based Abuse; supporting, educating and empowering all those impacted to live abuse-free. We run the national Honour Based Abuse Helpline, train frontline practitioners and professionals, and campaign for change, working with parliamentarians and policy-makers. Central to our work is the voice and lived experience of survivors of Honour Based Abuse.

We are hiring a Service Delivery and Development Manager to lead and enhance our support services for individuals affected by honour based abuse. We seek a dynamic and compassionate professional with a strong background in service delivery and development, dedicated to making a positive impact on the lives of those affected.

Apply via our website here – https://karmanirvana.org.uk/home/vacancies/

Responsibilities

Service Delivery Oversight

• Manage and supervise the day-to-day operations of our support services.
• Ensure services are delivered with empathy, sensitivity, and in accordance with the organisation’s mission and values.
• Provide guidance and support to the senior frontline team to ensure high-quality service provision.
• Manage budgetary allocations for service delivery and development initiatives. Development and enhancement of Support Services
• Lead the strategic planning and development of Honour Based Abuse support services, ensuring alignment with emerging needs and industry best practices.
• Conduct regular needs assessments and stay informed about evolving trends in Honour Based Abuse to inform service enhancements.
• Collaborate with relevant stakeholders, including survivors, community organisations, and government agencies, to gather input for service improvements. New Service Development
• Conceptualise, plan, and lead the development of new support services for individuals affected by Honour Based Abuse.
• Build a compelling business case narrative for new services, outlining objectives, anticipated outcomes, and resource requirements.
• Conduct thorough research to identify funding opportunities and potential partnerships for sustainable service implementation.
• Collaborate with the operations and finance lead to create realistic budget projections for new service initiatives.

Funding Opportunities and Grant Writing

• Research and identify potential funding sources, grants, and opportunities to support sustaining and developing Honour Based Abuse services.
• Develop and submit persuasive grant proposals, clearly articulating the need, goals, and expected impact of the proposed services.
• Cultivate relationships with funders, donors, and philanthropic organisations to secure financial support for service development and enhancement.

Team Leadership and Development

• Provide leadership and mentorship to the frontline service delivery team.
• Foster a collaborative and supportive work environment, encouraging professional growth and development.
• To provide and deliver high-quality training that enables all internal staff to always deliver services to a high standard.
• To support staff in responding to any arising and potential capability issues.

Collaboration and Stakeholder Engagement

• Work collaboratively with new and existing stakeholders to ensure a coordinated and effective response to Honour Based Abuse.
• Representing Karma Nirvana at national and local meetings.
• Engage with survivors to gather first hand experiences and insights, incorporating their feedback into service development and improvement.
• Establish and maintain positive relationships including national and local government, VAWG organisations, researchers and other stakeholders. Data Analysis and Reporting
• Work with data analysts to monitor service usage, trends, and outcomes to make data-driven decisions for all support services.
• Working with SLT to prepare and submit accurate and timely reports for internal use, funders, and regulatory bodies. Recruitment
• Monitoring staffing levels and frontline service demand to ensure that all frontline services are appropriately and adequately staffed.
• Lead on all elements of frontline recruitment from advertisement through to appointment.

Frontline management and oversight

• To manage and develop staff in accordance with Karma Nirvana policy and procedures.
• To ensure all frontline staff receive timely supervision, in accordance with Karma Nirvana’s policy.
• To ensure that probationary reviews are carried out.
• To respond to frontline human resource matters, including (but not limited to) annual leave, sickness and capability.
• Responsible for annual employee appraisals, performance reviews and professional development, including implementing feedback mechanisms to support staff development.

Quality Assurance

• Implement and oversee quality assurance measures to monitor and evaluate service effectiveness, ensuring support services adhere to organisational standards and best practices.
• Conduct regular reviews and assessments to identify areas for improvement and ensure compliance with organisational standards, including around confidentiality and safeguarding.
• Stay informed about developments in the field, including relevant research, legislation, and policy changes, and integrate these into service enhancements.
• Monitor and evaluate the effectiveness of existing services, making data-driven decisions for continuous improvement.
• Putting Karma Nirvana frontline services forward for awards, to promote recognition, public awareness, and confidence in the quality of Karma Nirvana’s services

Qualifications

Essential

• Previous Experience working in the Violence Against Women and Girls (VAWG) and/or Domestic Abuse (DA) sector
• Professional experience of working with victims and/or survivors impacted by domestic abuse
• Experience working within safeguarding guidelines and an environment bound by confidentiality.
• Proven experience in a managerial role within a support services organisation.
• Familiarity with quality assurance processes, service development, and data analysis.
• Ability to build and maintain positive relationships with internal and external stakeholders.
• Experience in delivering clear training ensuring learners improve learning and confidence.
• Experience in risk assessment, safety planning and developing support plans for victims and survivors of HBA and DA.
• Excellent leadership, communication, and interpersonal skills.
• Computer literate and sufficient knowledge of Microsoft-based applications including Teams.
• Ability to prioritise workload, set targets for self and managed teams and using their own initiative.
• Excellent writing skills and can write clear policies and procedures.
• Problem solving and creative thinker
• Enthusiasm, self-motivation and a self-managing ‘can do’ attitude
• Determination and willingness to take on new challenges and responsibilities
• A commitment to ending all forms of violence against women and girls
• Demonstrate punctuality and excellent time keeping
• Resilient and driven by making a difference
• Ability to demonstrate resilience and work under pressure.

Desirable

• Strong understanding of the complexities of HBA and the needs of survivors.
• A good understanding of the intersectional inequalities and barriers faced by victims and survivors of HBA and DA from minority communities.
• Develop project reports based on data findings and service evaluations
• Bachelor’s or Master’s degree in social work, psychology, counselling, or a related field.
• Ability to speak a second language preference where helpline needs is.