Project Support and Administrative Officer Remote
Job description
Frazzled Cafe is a small mental health and wellbeing charity founded by Ruby Wax OBE, that provides a safe, confidential and non-judgemental environment where people who are feeling frazzled and overwhelmed by the stresses of modern life can meet on a regular basis to talk and share their personal stories. We run our free meetings online every single day of the year for anyone who needs them, and anyone can book and be included to talk, share, listen and to feel heard.
The principal responsibility of the Project Support and Administrative Officer is to provide day-to-day administrative support to enable the effective running of the Frazzled Cafe meetings and functions, provide support to the CEO and Head of Training and Programmes to plan and adequately resource service delivery, support the recruitment, training and day-to-day supervision of volunteers.
Frazzled Cafe runs meetings throughout the day, from early in the morning until late in the evening seven days a week – the Project Support and Administrative Officer will be responsible for managing these meetings and being on call to troubleshoot any issues that arise. Please look at our website to get an idea of when the meetings run.
Please note that there will be some evening and weekend work expected when emergency tech or meeting issues arise.
Main tasks:
- Manage the delivery all Frazzled Cafe meetings by being the main point of contact for day-to-day queries, managing the day to day running of core programmes, ensuring documents, schedule, records and systems are all up to date, and being on call to deal with any issues that arise.
- Completing all necessary administration and communications to finalise the Frazzled Cafe meetings schedule and any changes on a monthly basis
- Respond to all public enquiries in a helpful and efficient manner, assessing queries and directing callers to the appropriate personnel within the organisation or to external agencies
- Management of the uploading of all programme related meetings onto our scheduling platform BookWhen
- Design all pre- and post- volunteer meeting polls and ensure these are completed
- Hosting Ruby Wax public meetings with Ruby on Zoom
- Support the Head of Training and Programmes in the recruitment, evaluation and training of volunteers, ensuring effective process, documentation, communications and tracking are maintained
- Be confident in having constructive and difficult conversations via Zoom, phone and email with our stakeholders and volunteer network
- Ensure all volunteer records and training tracking is maintained and updated, highlighting any gaps to Head of Training and Programmes
- Assess feedback forms from volunteers that may highlight problems or risks within meetings and manage these accordingly
- Support all volunteers in case of distress, queries, updates, problem solving and escalating queries to the Head of Training and Programmes when required
- Leading the arrangement and running of volunteer update meetings via phone/Zoom with all volunteers
- Manage and oversee all data collection from the core programme meetings, including analysis and presentation of results to CEO, Head of Training and Programmes and Trustees
- Support CEO with diary management, including arranging Trustee meetings and associated documentation preparation and dissemination
- Build and maintain relationships with prospective and existing partners
- Support CEO and Fundraiser with funding applications and relevant administration tasks
- Maintain office systems and the central filing system
- Be responsible for initiating, developing, maintaining and regularly updating systems and procedures both manual and IT to support and enhance the work of the organisation.
- Help run the Instagram and LinkedIn social media pages
- Weekly newsletter updating and scheduling
- Pursue opportunities for promoting awareness of our services for the relevant press and local community organisations
- Assist colleagues whenever necessary.
Shared Responsibilities:
In conjunction with the CEO and Head of Training and Programmes:
- Design and rollout ongoing participant feedback surveys, evaluate survey data and present conclusions/proposals for next steps to internal stakeholders.
- Manage continuous improvement projects to support the organisation and your own development with the support from the CEO and/or Head of Training and Programmes
- Play a key role in the design and delivery of volunteer recruitment, training and support.
- Assist in the production of the Annual Report of the charity and other publications and publicity material.
- Represent the organisation at external meetings where appropriate.
General:
- This job description is not exhaustive and the Project Support and Administrative Officer may be required from time to time to carry out other duties appropriate to the post.
PERSON SPECIFICATION
- Advanced knowledge of and practical experience using Zoom, Microsoft, Internet based tools (Google G suite, Survey Monkey, Square Space, etc) and social media (Twitter, Facebook and Instagram)
- Well-developed interpersonal and oral communication skills, and ability to engage and communicate effectively and compassionately with external stakeholders
- An ability to work on own initiative with strong attention to detail
- Discretion and compassion when handling sensitive information
- Excellent time management skills and ability to prioritise tasks appropriately
- Outstanding organisation skills and attention to detail
- Positive, creative and flexible approach to problem-solving
- Self-starter who can oversee projects from start to finish
- Willing and able to work remotely
- Able to work proactively to ensure projects are completed on time
- Willing to work flexibly across the week as and when needed by our schedule
- Advantageous but not essential to know how to use InDesign or Photoshop
