Business Systems Development Technician

Introduction

The Wallich is a homelessness charity delivering innovative housing and support services to homeless and vulnerably housed people. The Organisation formed in 1978 in Cardiff and now supports around 9500 people a year across Wales. Our work falls into four principal areas

  • Residential supported housing projects, including direct access hostels, emergency night shelters and accommodation for people with specific issues such as substance misuse.
  • Floating (Tenancy) support projects in which we support people who have tenancy difficulties, sometimes with a contributing health or other need, and are in danger of losing their homes.
  • Prevention or intervention projects supplied through Homelessness Prevention Grant funding which are a broad range of services that prevent homelessness or make life better for homeless people.
  • Participation and Progression services, which are embedded in all our projects enhancing support through providing opportunities for Service Users to take an active part in their community. These services include those designed to enable people to move into meaningful activities including employment and training opportunities.

The Wallich’s values are of empowerment and treating people with dignity, respect and unconditional positive regard. The Wallich is committed to providing services that are trauma informed and delivered with Psychologically Informed Environments (PIE) at the heart of its support. A PIE is an approach to supporting people out of homelessness whilst making significant and positive progress in overcoming trauma, substance misuse and mental illness. It also considers the psychological needs of staff: developing skills and knowledge, increasing motivation, job satisfaction and resilience. At the heart of what we do are the people we support, who are actively and meaningfully involved in their own support and encouraged to participate in the development, delivery and evaluation of services

Project Description

Business Growth and Improvement is responsible for designing, managing and implementing the processes required to maintain and increase the scope of services provided by The Wallich. These processes usually apply to services delivered under contract or statutory grant and include the requirement to comply with relevant legislation, create sustainability and manage risk. In addition, it has oversight of the systems we have in place to support our business need, and to ensure that the correct information is being gathered at the correct time and place and that we can confidently rely upon the information gathered.

Purpose of Role

To assist the Business Systems Development Manager with the ongoing development and administration of the business systems used throughout the organisation including CIPHR, Sage with particular emphasis on In-Form (The Wallich’s CRM which is built in the Salesforce platform).

The role will involve the day-to-day management of the internal In-Form helpdesk, which may include addressing basic problems with the system, correcting user errors, updating staff security settings and access, therefore requiring experience and knowledge of using Salesforce or other database/CRM systems and customer service.

Additionally, the role will involve the ongoing development of relevant reporting requirements from all the organisations digital business systems in order to support the needs of the charity.

The role is subject to a BASIC DBS Check.

Main Duties, Responsibilities and Person Profile

Main Duties and Responsibilities

1. Systems Development & Training

a. Provide assistance to the Business Systems Development Manager with the day to day running of the digital business systems used throughout the organisation.

b. Provide assistance to the Business Systems Development Manager with the ongoing development and implementation of digital business systems that improve performance, create efficiencies and/or add value.

c. Provide assistance to the Business Systems Development Manager and external providers on the development of new projects and digital business systems and being a principle contact within the organisation.

d. Provide guidance and tutorial sessions on the organisations digital business systems to staff at all levels of the organisation as required.

e. Source and book training courses to develop and implement systems in co-operation with external providers and internal development staff and managers.

f. Ensure that relevant issues in systems development are brought to the attention of the Business Systems Development Manager.

g. Deputise for the Business Systems Development Manager when necessary.


2. In-Form (Salesforce Systems) Administration

a. To develop full knowledge of the Salesforce platform.

b. To undertake systems administrator duties as agreed and directed by the Business Systems Development Manager.

c. To acquire an understanding of the organisational and user expectations of the digital business systems.

d. To proactively identify new solutions to enable us to fill the gaps in the systems’ capabilities.

e. To acquire an understanding of the Salesforce systems and develop insight to the associated needs of users, with reference to reporting and system development.

f. To work alongside the Business Systems Development Manager and in conjunction with the user groups with respect to scoping and implementing systems and supporting teams.

g. To drive efficiencies through the replacement of outdated reporting methods with dynamic dashboards, reports and views.

h. To develop and write query reports within In-Form in order to provide statistics and other information to both internal and external stakeholders as required by the Business Systems Manager.

i. To ensure full alignment of the systems, working with the Operational teams, suppliers and other stakeholders, both internal and external, as required.

j. Responsible for operating the In-Form Helpdesk (internal In-Form Support).

k. To provide training in the use of In-Form (Salesforce systems).


3. Monitoring & Reporting

a. Develop and maintain knowledge required to use, administer and interrogate various digital business systems used throughout the organisation.

b. Interrogate the various digital business systems in order to establish that all data entered is correct and accurate. Conducting error analysis and correction.

c. Create and maintain systems to collect and monitor compliance with management instructions, policy, procedure and guidance.

d. Liaise with staff at all levels of the organisation to co-ordinate and prompt the accurate and timely input of quality and performance data and information.

e. Responsible for the accurate extraction and collection of raw quality and performance data and information from a variety of systems.

f. Responsible for the clear and accessible formatting of quality and performance data and information in response to the needs of specified audiences.

g. Responsible for the timely reporting and dissemination of quality and performance data and information for use by managers and staff.


4. Additional Internal Systems

a. To provide support in fully utilising other systems throughout The Wallich.

b. To be responsible for the identification, collection, analysis, interpretation and presentation of data from the various monitoring systems in line with the Quality Management System, Quality Assurance Policy and Improvement Strategy.


5. Organisational Responsibilities

a. To work in line with all Wallich policies and procedures.

b. To participate in own supervision and appraisal.

c. To undertake relevant training.

d. To liaise with relevant external bodies as appropriate and as a representative of the organisation in furtherance of the organisation’s work and for the benefit of the people we support.

e. To report to manager regularly, informing them of issues arising during the course of the work that require decisions.

f. To ensure the maintenance of good standards of cleanliness, hygiene and adherence to Health and Safety regulations.

g. To ensure adequate administrative records are kept.

h. To take part in all aspects of lone working as directed by policy.

i. To partake in team meetings where applicable.

j. To travel and work across Wales to support the delivery of this programme.

k. To undertake other duties within the remit of the post.

The list of duties and responsibilities is not an exhaustive one and may be varied from time to time by the organisation. The job description is subject to regular review.


Person Profile

Key:


App – Application/CV


CQ – Certificate of Qualification


Int – Interview



Education and Qualifications


Essential


Desirable


How Assessed



GCSE Grades A to C/NVQ Level 2


X


App / CQ



BSc/BA or equivalent in IT, Computer Science or relevant field


X


App / CQ



Knowledge


Essential


Desirable


How Assessed



Technical knowledge and understanding of the principles of database structure and design


X


App / Int



Technical knowledge of administrating CRMs


X


App / Int



Working knowledge of the Salesforce platform


X


App / Int



Knowledge and understanding of the Homelessness sector


X


App



Knowledge and understanding of the recording of support planning, risk and needs assessments


X


App / Int



Knowledge and understanding of the legal frameworks within which the organisation is expected to work (e.g. POVA, Children’s Act, Mental Health Act, Health and Safety at Work Act, Misuse of Drugs Act) and how we can minimise risk through accurate system processes


X


Int



Knowledge and understanding of how your personal life can affect your own performance and attendance at work


X


Int



An understanding of the need for professional boundaries.


X


Int



The ability to use all Microsoft Office applications (i.e. SharePoint, Word and Excel) to an advanced level.


X


App / Int



Understanding of the importance of maintaining confidentiality at all times due to the sensitive nature of the information that is handled.


X


App / Int



Experience


Essential


Desirable


How Assessed



Technical experience of operating and maintaining online database and information systems


X


App / Int



Technical experience of interrogating database systems to produce reports and statistics


X


App / Int



Experience of liaising with third-party service providers


X


App / Int



Experience of housing related support or homelessness (this can be from a personal perspective).


X


App



Experience of working in an office environment and processing large volumes of complex information in a user-friendly format.


X


App / Int



Experience of working under pressure and meeting tight and aggressive deadlines.


X


App / Int



Extensive experience of producing complicated management information and presenting in a user-friendly format.


X


App / Int



Experience of dealing with internal and external customer queries in a professional manner.


X


App / Int



Skills/Abilities


Essential


Desirable


How Assessed



High level of oral and written communication skills


X


App / Int



Strong stakeholder engagement and interpersonal skills


X


Int



Able to explain complex issues clearly, adapting styles to various audience


X


Int



Able to take an analytical approach to problem solving


X


Int



Excellent presentation and facilitation skills


X


Int



Able to deliver training to small and large groups, adapting styles to meet the different capabilities and levels of those present


X


Int



Able to drive with access to own vehicle.


X


App



Able to lone work on own initiative.


X


Int



Able to communicate in Welsh.


X


App



Personal Characteristics


Essential


Desirable


How Assessed



Committed to ongoing personal development.


X


Int



Service User focused.


X


Int



Demonstrates support for organisational values.


X


Int



Committed to equality and diversity and working in a non-judgemental way.


X


Int


T1

Please note: Due to the on-going COVID-19 situation The Wallich are currently undertaking interviews via video calling. We will be keeping this under constant review and hope to be able to commence standard interviewing again soon.

2020-05-30
The job is posted by from at with salary

2020-05-30
The job is posted by from at with salary

2020-05-30
The job is posted by from at with salary

2020-05-30
The job is posted by from at with salary

2020-05-30
The job is posted by from at with salary

2020-05-30
The job is posted by from at with salary

2020-05-30
The job is posted by from at with salary
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