top of page

Advocacy Service Supervisor

£32,945 per annum, pro rata plus 4% employer’s pension contribution
Full and Part time hours available
Permanent
SSA 01-25
Citizens Advice Sheffield
Job Reference:
Organisation:
Salary:
Hours and Working Pattern:
Location:
Term of Employment:
18th February 2025

How to Apply

For an application pack please go to: https://citizensadvicesheffield.org.uk/get-involved/about-us/employment-opportunities/ (we do not accept CVs). Or email: applications@citizensadvicesheffield.org.uk quoting ref: SSA 01-25. The closing date for

Job Description

Service Supervisor
Citizens Advice Sheffield provides a range of advice and advocacy services through digital means, by telephone and in person. We seek to empower our clients and support them to improve their confidence and capability on a wide range of issues.
We aim for excellence. Our ambition is to be among the best advice and advocacy services in the country, and one of the leading voluntary and community organisations in Sheffield. We campaign for change to social policy to improve the well-being of the people and communities we support.

Part of what makes us distinct and innovative is our Advocacy service, which currently provides the following modes of independent advocacy:
- General mental health advocacy
- Advocacy under the Care Act 2014
- Independent Mental Health Advocacy (IMHA)
- Independent Mental Capacity Advocacy (IMCA)
- NHS Complaints Advocacy
- Advocacy for people with learning disabilities
- Deprivation of Liberty Safeguards Relevant Person’s Representative (DoLS RPR) service.

Since 3 April 2017 we, in partnership with Cloverleaf Advocacy and Disability Sheffield, have been running the Sheffield Advocacy Hub which brings together all statutory advocacy and learning disability advocacy in the city.

Purpose of job
Our service supervisors are responsible for supervising the provision of our services to clients.
Service supervisors manage, supervise and support our paid staff and volunteers to support and empower clients to address their needs, and to provide tailored casework when this is needed.
Service supervisors are part of the managers and supervisors team, responsible for shaping and implementing service strategy, to ensure high quality service delivery and performance in accordance with contractual and other requirements, and to develop and implement service policy and practice.
Service supervisors provide advice, guidance and support to other staff, and support the provision of training and professional development in their fields of expertise.
Service supervisors lead and contribute to specific projects as agreed with their service manager.
Service supervisors themselves provide advice, advocacy and other services, including casework, including complex cases.
Service supervisors seek to support and empower clients to address their needs.
Service supervisors provide advice and advocacy that is accessible by all clients, taking full account of clients’ communication and other needs.
Service supervisors provide services through multiple channels and in a wide range of settings, including our own offices, those of partner agencies and client’s homes.
Service supervisors play a key role in campaigning and social policy work.
Service supervisors may play a lead role in the provision of independent advocacy or advice in one or more areas of law; this may include welfare benefits, debt, housing, employment, immigration, discrimination, pensions, health and social care and other areas of public and social welfare law.
Service supervisors are required to undertake all their duties in accordance with Citizens Advice Sheffield’s policies and procedures, utilising national and local sources of information and guidance.

Main duties and responsibilities
Service provision
Service supervisors are required to support and supervise paid staff and volunteers to provide services to:
Deliver services in accordance with our service delivery strategy and operational plans, including telephone, digital and pre-booked appointment services
Meet the needs of all clients, wherever possible empowering clients to improve their confidence and capability, and supporting them to develop and implement action plans to meet their needs
Service supervisors also:
supervise advice and/or advocacy sessions and casework, in accordance with relevant quality standards
contribute to ensuring that performance standards and targets are met ∙ ensure that comprehensive client and service records are maintained, using information technology and other systems
contribute to ensuring compliance with funders’ and contractual requirements
support the identification and reporting of evidence to support social policy campaigns, and may lead and contribute to such campaigns
Service supervisors may also provide advice and/or advocacy, and carry a caseload, including complex casework, court and tribunal representation, and are required to do so in accordance with all relevant quality standards.
Staff supervision, support and development
Service supervisors are required to:
Contribute to creating and supporting a positive culture in which all paid staff and volunteers are supported and valued
Contribute to engaging paid staff and volunteers in good team work, planning and delivering services, and in campaigning
Supervise paid staff and volunteers in accordance with our policies and procedures
Provide advice, guidance and support to and supervise paid staff and volunteers in relation to any aspect of service delivery
Support volunteer recruitment, training, development and retention
Support the design and delivery of training
Campaigning and social policy development
Service supervisors may also:
Support research and other activity to identify priorities for campaigns and social policy development, and the evidence to support such campaigns ∙ Support the design and implementation of campaigns locally
Assist with our contribution to regional and national campaigns, and with acting upon these campaigns locally
Service strategy, planning and development
Service supervisors:
Support and advise the leadership team to develop and implement service delivery strategies and plans
Professional learning and development
Service supervisors are all required to undertake learning and development including:
Keeping up to date with legislation
Keeping up to date with policies and procedures
Attending internal and external training
Obtaining and maintaining accreditation for specialist practice

Person specification
Knowledge
Comprehensive knowledge of:
national and local legislation, policies, strategies , systems and processes for advice and/or advocacy services
advice and/or advocacy giving processes and systems
the communities supported by Sheffield Citizens Advice
supervision and management methods
Skills
High quality skills:
to support and supervise paid staff and volunteers
to communicate well with clients, colleagues and other agencies
to contribute to service delivery strategies and plans
to support the implementation of plans, including service development and change
to develop advice, advocacy and service policies, procedures and practice
to positively resolve operational service challenges
to support team and staff development, and resolve human resources issues
to support the engagement of clients in service planning and development
to support work in partnership with other agencies
Aptitude
Commitment to:
the goals and values of Citizens Advice Sheffield
working flexibly and to adapting to changing needs and priorities
delivering service quality and performance standards and targets
supporting service improvement and development
team working
working in partnership with other agencies
personal learning and professional development
equality opportunities and to valuing diversity
Qualifications, training and accreditation
Successful completion (or willingness to complete) mandatory training requirements. It is a requirement of this role to hold, or be working towards, the Level 3 or Level 4 qualification in Independent Advocacy.
Participation in and commitment to participating in management and supervision development programmes.
Accreditation as required for specialist areas of advice and/or advocacy practice.

bottom of page