JOB PROFILE

Job Title

Reporting to

Services Coordinator

Senior Programme Lead

Responsible for

Volunteers and interns

Contract

Location

Salary

3 days per week (Permanent)
Hybrid - Outreach Locations in London / DOTW Office 80-92 High Street, London E15
2NE and/or remote
£27,550 (pro-rated)

Overview
Doctors of the World UK (DOTW) is part of the global Médecins du Monde (MdM) network, which delivers over 400
projects in more than 70 countries through 6,000 volunteers.

Our vision is of a world in which people affected by war, natural disasters, disease, hunger, poverty, or exclusion get
the healthcare they need.

DOTW’s UK programme provides direct services and leads policy and advocacy work to help people across the UK who
are excluded from health services, such as migrants, refugees, sex workers and people with no fixed address access, to
access essential healthcare. Our services are run by volunteer doctors, nurses, midwives, and support workers who
provide basic short-term healthcare and help to get people registered with their local GP.

We believe that every person living in the UK has the right to healthcare, and we work to influence public policy and
local implementation to reduce health inequalities and ensure access to healthcare for all.

Through  our  health  programmes  and  advocacy,  we  work  with  people  to  support  them  to  overcome  barriers  to
healthcare. Since opening in the UK in 1998, we’ve raised over £10,000,000 for overseas programmes, helped more
than 20,000 people in the UK get access to healthcare and fought for health as a human right for all.

Job Purpose

DOTW tackles health inequalities by helping some of the most marginalised  with vulnerabilities in  health to access
healthcare and wider support services via our clinic and advocacy programme. We provide holistic health assessments
for service users to identify risks, stressors and protective factors that might impact on health.  You will reduce health
inequalities by coordinating our clinic and our advice line (alongside a wider team).

The people that we see often have complex needs and we offer a range of services:

•  We offer primary care health checks, healthcare advocacy, we help with referrals, informing on what to

expect and advising on rights and charging within the NHS.

•  We see people who have been exposed to violence including trafficking and domestic violence and identify

needs to ensure on-going support.

•  We see people living in destitution and support access to appropriate services.
•  We work with partner organisations to promote health and wellbeing by addressing the wider social and

environmental determinants of health.

•  We  see  people  refused  secondary  care  and  advocate  on  their  behalf  to  ensure  they  can  access  the

treatment they are entitled to.

As a member of DOTW’s services team, central to your role will be the day-to-day operational coordination of our
services. You will provide support and oversight to volunteers delivering these services, including ensuring adherence
to DOTW’s policies and procedures, assisting volunteers in resolving complex cases on behalf of service users in
vulnerable situations and coordinating and prioritising casework.

You will draw on your experience of delivering effective advocacy on behalf of excluded groups and your highly effective
coordination and muti-tasking skills. You will lead by example when working with our volunteers and working directly
on cases, demonstrating your emotional agility, tenacity, resilience, compassion, and your ability to work calmly under
pressure when working with those in complex situations, which can include managing situations of acute mental health
or other medical crises, trafficking and exploitation, violence, abuse, substance misuse, homelessness or destitution.
You will be supported to ensure that you can confidently manage your own health and safety and the health and safety
of  volunteers  when  working  with  people  engaging  with  our  services,  in  recognition  of  general  elevated  risks  when
delivering  frontline  services  to  a  wide  variety  of  people,  particularly  in  situations  where  you  may  occasionally  be
required to work alone.

You will work to ensure that DOTW’s ethos is embedded in our services and will ensure that services have appropriate
oversight to ensure that the quality and the safety of the service remains high, with the service user at the heart of any
service offered. This will include ensuring services meet DOTW and CQC standards. You will help provide a welcoming,
engaging, and safe space for our broad and diverse volunteer team, leading by example in how to communicate with
volunteer colleagues and service users. Your excellent people skills will be important for this, as will your understanding
and ability in volunteer management and supervision and your substantive experience in working with volunteer teams
to deliver health or social care services to vulnerable groups.

We recognise that working in front-line roles in this sector brings people into contact with trauma regularly. Employees
need great resilience which DOTW makes every effort to support. You will be joining an experienced team, with a Head
of Services who will help you prioritise your work, develop your skills, and support you and your wellbeing. You will be
supported through regular line management and clinical supervision.

We also recognise that members of our Services team must feel equipped and confident to manage a wide variety of
immediate and complex situations pertaining to an individual’s health and safety. All team members responsible for
directly managing and supervising DOTW’s services will be supported to ensure adequate skills in Aid, Adult and Child
Safeguarding, managing complex mental health situations understanding and making decisions in accordance with the
Mental Health Capacity Act, supporting destitute families, developing their understanding of managing situations of
homelessness, and using trauma-informed approaches.

Those with lived experience of migration, the asylum system, homelessness, or exclusion from health services are
encouraged to apply.

Those with lived experience of migration, the asylum system, homelessness or exclusion from health services are
encouraged to apply.

Key Duties
Service delivery

Key Activities
•  Provide day-to-day coordination of our clinics, ensuring exceptional patient care,
compliance with the regulator’s (CQC) standards as well as those of Doctors of the
World and supporting volunteers to manage and resolve complex cases, taking
guidance and advice from the Senior Programme Lead when necessary.
•  Deliver our outreach programme, by delivering DOTW clinics conjunction with

sector partners up to twice per week.

•  Provide day-to-day supervision and support to our advice line, casework and

outreach volunteers, ensuring the service consistently delivers high-quality care
particularly to high-risk individuals, including people who have been trafficked, are
in exploitative situations, are experiencing homelessness, or are in mental health
crisis.

•  Cover the delivery of the advice line and casework when service capacity is

stretched.

•  Take responsibility for managing and resolving complex cases, offering oversight
and guidance to volunteers to ensure the service remains safe, professional, and
of a high standard.

•  Manage a personal caseload of particularly complex cases or those requiring direct

staff oversight, with support from senior members of the Services team.

•  Ensure the service operates in line with DOTW’s policies, and that all volunteers

are aware of and follow these policies.

•  Support DOTW to ensure excellent patient care, compliance with the regulator’s

(CQC) standards as well as those of Doctors of the World

•  Where required, coordinate the monthly collection of feedback from DOTW

service users, ensuring proper supervision of volunteers during the process and
sharing feedback with the wider Services team to inform ongoing service
improvement.

•  Where required, coordinate the collection of DOTW’s annual volunteer survey,

•

collate and share feedback with the Senior Programme lead.
Identify and recommend opportunities for service improvement on an ongoing
basis.

•  Support volunteer recruitment by conducting weekly interviews.
•  Deliver comprehensive inductions for new volunteers in line with DOTW’s agreed

processes, including shadowing sessions when needed.

•  Provide ongoing supervision and support to volunteers throughout their

placements.

Volunteer Management

Administration and
Coordination

•  Ensure the smooth running of services, through effective administration e.g.

correspondence and record keeping.

•  Continually identify opportunities for operational improvement and make

recommendations for change.

•  Ensure robust data collection across the project.

Reporting

•  Support colleagues to meet donor reporting requirements, by ensuring effective

Regulatory compliance

usage of data recording systems by volunteer teams.

•  Provide the Services Team with regular insight into common casework themes

amongst DOTW patients, with a view to informing internal processes and external
policy work.

•  With support from the Senior Programme Lead, maintain excellent, up-to-date
knowledge of the internal and external policies which govern DOTW’s services,
ensuring our services are complaint with these on an operational level.

Other Duties

•  Other ad hoc duties as required

General

•  To be open to change and demonstrate a flexible and adaptable approach.
•  To  work  collaboratively  with  others  and  be  a  supportive  and  effective  team

member.

•  To ensure that all activities undertaken on behalf of DotW, externally or internally,
are executed in accordance with the overall aims of the organisation and in line with
our policies and procedures.

•  To participate in training and other activities as requested by the organisation.

Stakeholder and Customer
Service

•  To  provide  quality  customer  service  to  all  our  respective  audiences  and

stakeholders and comply with our quality management protocols

Key Deliverables

Co-ordination of DOTW’s services
Induction, supervision and support for relevant volunteer teams

Compliance with regulatory standards

Decision Making Criteria: A = Accountable, R = Responsible

Please
Indicate A R or
N/A

A

R

R

Level of Budgetary
Responsibility

Key Working Contacts

Low

All Doctors of the World UK teams

This is not intended to be an exhaustive list. Your job description may be subject to change.

Date Created

November 2025

Person Specification

Job Title

Services Coordinator

PERSONAL COMPETENCIES

Competency Title

Communicating with others

Team working and interpersonal skills

Managing Resources

Drives Continuous Improvement

Customer Services

Managing Yourself

Delivery and Meeting Business Plan

The successful candidate will be able to….
Communicate in a timely, accurate and relevant way; listens
actively; is positive and persuasive.

Actively contribute across teams to good team working and team
relationships; support others to achieve their aims; build consensus;
is friendly, helpful and supportive team player; feel comfortable
within what can sometimes be a busy and demanding environment.
Work in an efficient and effective manner; seek to achieve the
greatest impact

Values feedback and learning; adapts to change seamlessly and is
prepared to try doing things differently; encourages the
development of new ideas; implements changes intended to make
improvements willingly; responds positively to feedback
Strives to achieve excellence in service delivery and patient care;
sets and develops benchmarks; takes responsibility; resolves
queries; approachable, positive and responsive
Actively sets boundaries for self and others; manages the best from
people; manages workplace stress appropriately; can delegate well;
takes pride in achieving results
Can show the impact of the work for which you are accountable;
monitors progress; committed to achieving high quality;
demonstrates common sense

RELEVANT EXPERIENCE

The successful candidate will have experience of ….

Delivering health or social welfare services

Delivering casework or advocacy on behalf of people from marginalised groups

Providing sensitive, safe and motivating support to distressed people in vulnerable situations

Providing administrative support to ensure the effective delivery of health or social welfare services

Experience working in the migration sector, the asylum system, homelessness or exclusion (desirable)

Managing volunteers to deliver health or social welfare services

Working successfully with translators

SPECIFIC SKILLS AND KNOWLEDGE

Essential

Desirable

•  Knowledge of excluded populations’ entitlement

to healthcare in the UK.

•  Global and/or public health and/or international

NGO experience.

•  Knowledge of UK safeguarding processes and

requirements.

•  Ability to effectively support and advocate for
others to navigate the asylum and UK health
systems, and to access statutory systems.
•  Experience working with vulnerable groups or

volunteer-led services

•  Confidence in resolving complex cases and

supervising/providing feedback to volunteers

•  Excellent administrative and multi-

tasking/coordination skills.
•  Excellent communication skills.
•  Ability to build positive working relationships
internally and externally to support service
delivery.

•  Strong IT skills and confidence working between
multiple platforms simultaneously in time-
pressured circumstances (for example, working
between Microsoft applications, encrypted email
and database platforms).

•  Ability to demonstrate alignment with the

principles and values of the Médecins du Monde
network.

•  Fluency in English.

Date Created

September 2025