The Programme Support Officer will provide high-quality administrative, governance, and operational support primarily to the Wellbeing for Life (WBFL) programme, while also contributing to the effective delivery of the wider Adult Wellbeing Services (AWS) across County Durham. Reporting directly to the WBFL Programme Manager, the post holder will act as a key point of coordination for executive support, stakeholder engagement, and service development activities. This position ensures that WBFL operates efficiently by managing diaries, meetings, correspondence, and logistical arrangements, while maintaining accurate data and reporting systems to support monitoring and evaluation. The role also upholds governance and compliance standards, assisting with audits, risk assessments, and quality assurance processes to maintain organisational integrity. In addition, the post holder will support resource management, including financial processes and procurement, and contribute to the implementation of projects and initiatives that enhance service outcomes. Working independently and proactively, the role requires flexibility, initiative, and strong organisational skills to balance priorities within a dynamic environment, ensuring both WBFL and the wider AWS programme achieve their objectives effectively.
Responsibilities
* Deliver comprehensive executive support, including diary management, travel arrangements, and meeting coordination for the WBFL Programme Manager and Project Lead.
* Prepare and organise meetings and events: draft agendas, compile information packs, arrange venues, and ensure timely distribution of papers.
* Accurately record proceedings and produce clear, timely minutes and action notes; follow up on agreed actions.
* Manage delegated correspondence (emails, mail, and calls), drafting responses where appropriate and ensuring prioritisation.
* Respond to telephone enquiries and visitors professionally, using discretion to minimise disruption.
* Assist with patient/client referrals when required by liaising with third parties and updating relevant systems (e.g., DCRS).
* Manage financial processes for AWS, including raising purchase orders and monitoring expenditure in line with PCP procedures.
Communication & Stakeholder Engagement
* Act as a key point of contact, ensuring professional and timely communication with internal and external stakeholders.
* Support internal communication channels and contribute to stakeholder engagement strategies to strengthen community partnerships.
* Collaborate with the Digital Marketing team to gather information for mail-outs and service promotion.
* Coordinate and share regular communications and updates to ensure effective information flow across the WBFL and wider AWS team.
* Handle enquiries courteously, including signposting and managing complaints, comments, and compliments in line with procedures.
Data Management, Monitoring & Evaluation
* Collect, collate, and analyse monitoring data to identify trends and inform service improvements.
* Prepare accurate reports and statistical information using both quantitative and qualitative data to support decision-making.
* Maintain up-to-date systems and records in compliance with organisational policies, ensuring secure handling of sensitive information.
* Develop and maintain efficient electronic and manual filing systems for effective storage and retrieval of information.
Governance, Compliance & Quality Assurance
* Ensure compliance with organisational policies, including Health & Safety, Data Protection, Governance, and Business Continuity.
* Complete and maintain risk assessments for facilities and events as required.
* Support quality assurance processes, including internal audits, ISO audits, and staff satisfaction surveys.
* Draft and maintain operational processes, SOPs, and forms to support service development.
* Assist in reviewing and updating key governance documents, policies, and schedules to ensure they remain current and fit for purpose.
* Prepare and present papers for governance-related meetings, including agendas and accurate note-taking.
Service Delivery & Development
* Support the effective delivery of Adult Wellbeing Services, assisting Programme Managers, Project Leads, Coordinators, and volunteers in achieving engagement objectives.
* Contribute to performance targets and milestones in line with commissioner, funder, and PCP expectations.
* Assist with research and provide timely, accurate information to aid monitoring, development, and decision-making.
* Support the implementation of new initiatives and projects to ensure successful service delivery.
Autonomy & Workload Management
* Ensure all tasks are completed within agreed timescales and to the required standards.
* Work independently to manage and prioritise workload, recognising when to seek guidance or support.
* Demonstrate initiative by undertaking additional responsibilities, such as small projects, contributing effectively as part of the wider team.
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