Please welcome Amy Jones, who will be acting as Deputy CEO Designate going forward until the merger, and then taking the permanent role of Deputy CEO of Citizens Advice Somerset.
Biography
“I started in the Citizens Advice service in 1999 as a volunteer in Stoke on Trent, an experience that opened my eyes to the scale and severity of problems that individuals face on a daily basis together with the social injustice that disproportionately affects the people who access our service.
I moved through various paid roles – GP outreach worker, debt caseworker and court desk representative to name but a few, at the same as qualifying as a solicitor.
I left Citizens Advice to practice law for a few years and found that I didn’t have the same passion and drive for drafting Wills as I had for Citizens Advice. I was lucky enough to be able to return to the service and use my skills as a solicitor to focus on quality and service improvement at Citizens Advice Cheshire West.
I am now in the fortunate position of being able to support the development of Citizens Advice Somerset, building a new organisation based on our combined strengths – a commitment to challenging injustice through campaigns and research, delivering a quality service to clients and dedicated workforces of volunteer staff and paid staff.”
The Role Outline
The Deputy CEO Designate will assist the CEO D in relation to supporting the Shadow Board, Independent Chair and Chairs’ Group and will have lead responsibility for planning the merger of the four LCAs’ advice service delivery and operations.
Key Objectives for the Deputy CEO Designate’s Secondment Brief
- Map out the current operational systems (service management, supervisory and delivery processes) of each LCA and produce a report setting out the stages needed to create an integrated service delivery model and identifying the key issues and risks that could interrupt services or breach compliance requirements
- Produce an operations transition plan and detailed work schedule for the provision of the general advice service to ensure:
- continuity of provision
- alignment and then integration of the adviceline, email advice and face to face provision of the four independent operations
- Provide leadership and support to the existing operations managers and ensure that they take an active role in planning for the service transition
- Review the LCAs’ quality processes and draft the quality of advice framework and office manual for the merged service
Objectives for the Permanent Role of Deputy CEO
A member of the Senior Leadership team working with the CEO, Trustees and other Senior Officers to develop and deliver Citizens Advice Somerset’s aims and objectives. The post will have lead responsibility for:
- Planning and development of the general advice service
- Oversight and review of the quality of advice and performance quality framework
- Lead Officer for Public Relations, Research and Campaigns and Impact Reporting activities
- Assist the CEO with Partnership Development
