Front Door Manager

Contract Type: 
Fixed term
Full time
Application deadline: 
Friday, 30 August, 2019 - 09:00
Fixed Salary
Per Annum
Age UK Sunderland


Front Door Manager

2 year Fixed Term Contract

35 hours per week, £27,937 per annum


We are looking for highly organised, self-motivated professional person to manage Age UK Sunderland’s (AUKS) Front Door Team (FDT). The post holder will be an excellent communicator, with extensive operational management experience. They must be able to demonstrate a consistently high level of professionalism, integrity and confidentiality.

Overseeing the FDT’s caseload tasks, the post holder must be a strong leader with experience in managing and mentoring teams. They will be responsible for monitoring the service and producing detailed operational reports, interpreting quantitative and qualitative data and must be proficient in Microsoft office packages, databases and have experience of bespoke IT systems.

The new social prescribing model provides low level community based support for older people with a focus the preventative agenda. This means that older people receive the right support, in the right place at the right time receiving information, early interventions and flexible low-level community-based support to those who do not require intensive or specialised care from statutory services.

The service acts as a conduit to community infrastructure support and assets. The aim of the programme is to increase life expectancy by empowering older people through effective care navigation, working to maximise independence, self-care, wellbeing and reduce social isolation.

A good standard of education and sound understanding of data protection and GDPR is required. The successful applicant will be an excellent communicator, developing a wide knowledge of the services offered by non-traditional providers in the Sunderland area. At least three years’ experience in a health/social care management role providing direct contact to individuals and their families is essential, as is experience of overseeing assessments and action plans.

The post holder must drive and have access to their own vehicle for work.


Age UK Sunderland (AUKS)

Job Description

Post: Front Door (FD) Manager

Contract Type: 2 year fixed term contract

Hours: 5 days (35 hours) per week.

Salary/benefits: £27,937 pa inclusive; access to pension scheme

Location: Bradbury Centre, Stockton Road

Responsible to: Operations Manager

Accountable to: Age UK Sunderland (AUKS)

Key working Relationships:

  •  AUKS FD Living Well Link Workers & AUKS FD Staff
  •  Sunderland City Council
  •  Primary care
  •  Statutory and Community VCS providers
  •  Older people
  •  Carers and Carer Organisations
  •  Other clinical and non-traditional provider groups as required


The new social prescribing model AUKS "Front Door Service (FDS)" provides low level community based support for older people with a focus the preventative agenda. The FDS acts as a conduit to community infrastructure support and assets.

The purpose of the FDS is to put older people in personal control of their health & wellbeing and provide them with support in their local community, focusing on prevention of ill health and the promotion of wellbeing.

The FD Manager will lead & manage a diverse AUKS team providing community infrastructure support.

Key Responsibilities

To manage the FD service team. The post holder will be an excellent communicator and develop a wide knowledge of the services offered by non-traditional providers in the Sunderland area. The post holder will require strong organisational skills with extensive operational management experience, must be flexible in approach, able to exercise initiative and demonstrate a consistently high standard of professionalism, being aware of the need for confidentiality and integrity.

  •  To manage The FD Service & staff team to ensure the provision of innovative interventions and continuous practical, social and emotional support to older people in the local communities
  •  To ensure a clear and effective referral pathways are established with Sunderland City Council, Primary Care and other key partner organisations in the City.
  •  To support the recruitment, training and development of staff & volunteers involved in the delivery of the FD Service
  •  Ensure compliance to personal assessment plans, action plans and evaluation tools
  •  To monitor the service KPIs and Risk Register including risk management.
  •  Provide written reports/summaries as required. This will include operational reports, evaluations and contribute to strategic leadership reports
  •  To actively market, promote and appropriately develop the service and referral pathways
  •  To liaise appropriately with statutory and VCS partners
  •  To abide by Age UK Sunderland’s safeguarding policy and organisational alerter process.
  •  To abide by and implement all policies and procedures of AUKS, including awareness of and responsible corporately and as an individual for Health & Safety
  •  To be proficient in using Microsoft office packages and other identified IT systems and support other team members in their use.
  •  Abide by GDPR principles
  •  Communicate effectively with older people and their families/carers, other staff both internal and external and members of the public.
  •  The post holder will be expected to take responsibility for self-development on a continuous basis, undertaking on-the-job training as required.
  •  The post holder will ensure they accurately represent AUKS and ensure the values of AUKS are upheld at all times in carrying out their work
  •  The post holder must adhere to the organisation’s information governance policy at all times, in particular ensuring that there is no breach of confidentiality.

This job description is intended as a guide to the main responsibilities of the post and not as an exhaustive list of duties and tasks. The post holder may be required to undertake other duties appropriate to the grade not listed above, at the direction of the Director. The job description may be amended from time to time after consultation with the post holder.

This post is subject to a Disclosure & Barring Service (DBS) Enhanced check.


Age UK Sunderland

Person Specification

Post: Front Door Manager

Location: Bradbury Centre, Stockton Road

Responsible to: Operations Manager

Essential Criteria

  •  Good standard of education preferably to Degree level or be able to demonstrate the equivalent experience
  •  A strong successful track record of operational management
  •  At least 3 years’ experience in health/social care working in direct contact with people, families & carers.
  •  Extensive experience of managing and coordinating a diverse staff team
  •  Proven track record of managing the logistics of a multi operational and multi partner service
  •  Previous experience of assessment and evaluation processes
  •  Ability to manage a busy workload and prioritise appropriately
  •  Previous experience of working with vulnerable people
  •  A track record of developing successful services
  •  Experience of person centred planning
  •  Sound understanding of the asset-based approach to health & social care, using a strengths based approach to assessment not focussing solely on needs/deficits.
  •  Possesses excellent communication skills to deal with highly sensitive and emotional issues on a frequent and unpredictable basis
  •  Possess excellent report writing skills and ability to tailor communications to different audiences
  •  Have a good understanding of volunteering and demonstrate evidence of the ability to support the recruitment, training and retention of volunteers/
  •  Commitment to working in the voluntary sector
  •  Be innovative with enthusiasm to take on new challenges
  •  Be a dynamic self-starter
  •  Ability to respond effectively to unplanned/emergency situations
  •  Have excellent IT skills, with ability to produce reports, databases and other key IT project management tools
  •  Good people skills with a friendly approachable style and ability to generate trust and form positive relationships
  •  A good listener
  •  Flexible & responsive to changing needs of clients
  •  Creative approach to problem solving
  •  Tactful and diplomatic, able to build a rapport with people from a wide range of backgrounds
  •  Experience of risk assessment & risk management
  •  Understanding of health and social care processes
  •  Understanding of the complexity of older people’s lives & the barriers they face
  •  Understanding of safeguarding responsibilities
  •  Knowledge of the range of voluntary, statutory and private sector orgs/services working with older people
  •  Understanding of support services for older people
  •  Understanding of community development approaches
  •  Strong experience in the management of KPI targets
  •  Sound understanding of GDPR principles
  •  Possess a full clean driving licence and have access to a car for work


This post is subject to DBS Enhanced Disclosures

To request an application pack for this post please email or download one from our website at Alternatively send a large SAE for 93p to Age UK Sunderland, Bradbury Centre, Stockton Rd, Sunderland. SR2 7AQ. Tel: 0191 5141131. CV’s are not accepted and will be shredded immediately upon receipt.

Closing date: Friday 30th August 2019 at 9.00 am

Interview date: Monday 2nd September 2019

Age UK Sunderland is an Equal Opportunities Employer

Reg. Charity No. 1086995. Reg. Co. No. 4199449