NATIONAL PROCUREMENT
COMMODITY MANAGER – 2 posts
Band 7 – Salary Scale: £31,072 - £40,964
Flexible Base – Larkhall / Edinburgh
Duration: Fixed Term / Secondment 12months
These are challenging opportunities to help harness the buying power of more than £1.5 billion spent each year
across the NHS in Scotland. National Procurement, the Procurement Centre of Expertise for Health, works in
collaboration with Health Boards to ensure the highest level of patient care through the provision of a wide range of
goods and services via a series of best value National Contracts and Distribution Services.
Knowledgeable and experienced in strategic procurement you will take responsibility for a portfolio of commodities.
You will implement national procurement strategies, whilst managing supplier relationships to ensure the effective and
on-going delivery of best value contracts. Using your procurement skills and through acquiring specialised product
knowledge, you will provide customers with excellent product choice and quality whilst contributing to the strategic
sourcing programme targets. It is anticipated that the posts will fill vacancies responsible for the sourcing of both
service and product commodities required by NHS Scotland within the Strategic Sourcing Workstream of NSS National
Procurement. With this in mind we are particularly interested in candidates with knowledge and procurement
experience of Facilities and Healthcare Products and Services.
The post holder should be educated to degree level in a relevant business discipline and hold or be working toward
Membership Of The Chartered Institute Of Purchasing And Supply (MCIPS) or equivalent. Demonstrable experience of
having successful track record in strategic sourcing is essential, including strategy development and supplier
management. The post holder should also possess excellent communication and influencing skills.
The successful candidate(s) must comply with the Mandatory Induction Standards and with the Code of
Conduct for Healthcare Support Workers.
For an informal discussion on the post, please contact Paul Hornby, Strategic Sourcing Manager Tel: 01698 79 4540.
For an application pack please complete the online application form on the SHOW website www.jobs.scot.nhs.uk. Ref
G23238
Closing date for completed applications is 12 noon on 10th June 2014.
Please note that only those applicants called for an interview will be contacted. If you have not received a
response within 4 weeks of the closing date, please assume that you have been unsuccessful on this
occasion.
Further information on NSS is available from: www.nhsnss.org.
NHS National Services Scotland is the common name of the Common Services Agency for the Scottish Health Service.
NHS National Services Scotland is an equal opportunities employer.
Candidates with disabilities who meet the minimum selection criteria will be guaranteed an interview
NATIONAL SERVICES SCOTLAND
JOB DESCRIPTION
1.
JOB DETAILS
Job Reference
JOB HOLDER
2.
JOB TITLE
Commodity Manager
LINE MANAGER
Category Manager
DIVISION
National Procurement
LOCATION
Various
Date Job Evaluated
JOB PURPOSE
To understand customer needs, use procurement skills and specialised product knowledge to
provide excellent product choice and quality whilst contributing to the BPI strategic sourcing
programme targets and ensure NP delivers a service which delivers best value and reflects best
procurement practice.
To implement and deliver national procurement strategies in their commodity areas.
3.
DIMENSIONS
Activity value of work undertaken per annum (2009/10)
National contracts (value of orders placed by customers on national contracts)
>£700m/year
Strategic Sourcing Activities across NHSS
>£1bn / year
Commodity specific value of work per annum (2009/10)
National contracts in portfolio (value of orders placed by customers on national>£100m/year
contracts)
Activities
Number of national contracts
>200
Number of contracts within the commodity portfolio
16
Savings
Revenue savings for NHSScotland each year (approx.) from NHSS strategic
procurement
£30m
Category revenue savings each year for NHSS strategic procurement
£2m+
Customer base
The main customer is NHSScotland but work is also undertaken for other parts of
the NHS and the Scottish Government.
Budget Responsibilities
The post holder has no budgetary responsibilities
Line Management Responsibilities
Post Holders are responsible for the direct management of Commodity Specialists
within NP, monitoring workload, appraisal ,discipline, complaint , capability and
grievance handling in conjunction with Senior Management , setting and
monitoring the achievement of key professional and personal objectives.
Responsible for motivating staff to work collaboratively to achieve best value
across all HB’s
4.
ORGANISATION CHART
Please see full Strategic Sourcing organisation chart as attached
5.
ROLE OF NATIONAL PROCUREMENT
The need for buying organisations and stakeholder communities to work closer together to source
goods and services more strategically and in a way that fully leverages NHSScotland’s substantial
spending power underpins National Procurement (NP). The programme has demonstrated that
significant savings can be realised from this approach. Not only can significant savings be captured
and sustained, but quality of products and the services provided by suppliers can also be
significantly improved.
Given the savings realised to date, target annualised savings have been increased from around
£30M per annum to £50M per annum by the start of the 2009/10 financial year. Critical to the
delivery of these savings and to the service improvement targets is the investment in staff,
improved processes, enabling systems and a re-aligned national procurement organisation. More
specifically, the NHSS has recognised the need to invest in improved strategic sourcing capability,
better logistics, change management and the implementation of eProcurement Scotl@nd services.
Additionally it has also been recognised that there is a need to make changes to the current
organisation structure for Procurement and to current ways of working across buying and
requisitioning communities in NHSS.
National Procurement has been created to ensure that best practice procurement and supplies
management processes are embedded right across the organisation within national, regional and
local procurement and supplies communities. NP will manage and co-ordinate the initial
procurement implementation process and provide leadership and direction for the on-going
operation and improvement of these processes and practices. NP has primary responsibility for
ensuring Procurement delivers best value for its wide customer base and that the savings targets
set by Minister and SGHD are met. The need to add benefits from better managing strategic
suppliers has also been recognised as a priority going forward and NP will develop and implement
best practice contract management and supplier relationship management processes.
National Procurement will be organised to best manage end-to-end supply chain processes for all
those goods and services considered within scope. Initially the focus will be – strategic sourcing
and supplier relationship management; logistics (in-bound distribution and stock management)
and eProcurement (transactional purchasing and payment processes). National Procurement will
also take a lead role in the capability development of existing staff within Procurement and the
resourcing of additional expertise from within the service via redeployment and from outside
recruitment, as appropriate. It will establish support services for the core functions and become a
centre of excellence for Performance Management (people and culture, benefits tracking, MIS and
KPIs) and for eSourcing notably eAuctions and eTendering.
Although NP will be led and managed within National Services Scotland (NSS) it will operate in
close collaboration with managers and Procurement staff within the Regional Confederations,
Health Boards, Special Health Boards and Scottish Procurement Directorate. From a strategic
sourcing perspective it will seek to best manage a number of related processes – opportunities
management and resource planning, strategic sourcing and negotiation, contract and supplier
management and contract compliance. It will work with the Strategic Alliance Partnership to agree
and implement best practice. It will seek to make best use of existing expertise and systems, to
develop capability either by personal development or recruitment and to encourage investment in
value-adding technologies and process redesign.
National Procurement will also seek to maximize the use of expertise across Scotland. Staff will be
based in the East, North and West Regions. Although management, co-ordination and support
services are likely to remain based in the Gyle offices, it is envisaged that regional offices will be
established and likely to be within existing Procurement and Supplies organisations.
On summary NP will be structured and organized around best practice principles with expertise
spread across portfolio, category and commodity management teams with appropriate support
functions and also focused on demand capture, service improvement and compliance
management. It will strive to become a centre of excellence for supply chain management and a
model organisation against which best practice across the Scottish Public Sector can be
benchmarked.
6.
KEY RESULT AREAS
Engage with the customers across NHSScotland to understand customer needs within their
commodity area to deliver and market contracts giving excellent product choice, quality and
service.
Work with key stakeholders and suppliers to develop and deliver commodity strategies, taking
data from the procurement support team to build the strategy and contracts to achieve savings,
cost avoidance, and commitment to contracts targets, whilst ensuring NP delivers a service which
adds value and reflects best procurement practice and achieves customer satisfaction targets.
Deliver to achieve KPI targets.
Ensure strategic sourcing procedures within their commodity area comply with EU Procurement
Directives and other specific legislation and use strategic sourcing methodology and procurement
procedures to achieve a consistent and sustainable approach to contracting activity. Work with the
procurement support team to deliver the agreed rolling annual contract renewal and maintenance
programme to maximize efficient use of resources, whilst ensuring contracts meet customers
needs.
Through active supplier management and customer engagement during the life cycle of each
contract review and revise contracts using specialized product and market knowledge to
continually improve customer service and ensure the contracts deliver the range and quality of
items required by the customer in a environment of constant change and ensure customers
benefit from efficient and cost effective contracts.
Contribute to the BPI strategic sourcing programme by influencing national procurement strategy
and procurement policy within their commodity area and influence key decision makers in SGHD
and other public sector organisations to set up contracts to meet the national policy requirements.
Identify sourcing opportunities across their commodity area and liaise with stakeholders and
suppliers to ensure opportunities are negotiated to achieve best procurement practice and greater
savings.
Promote e-procurement enablers such as supplier adoption and catalogue management to ensure
efficient use of resource within the procurement support team by ensuring suppliers provide data
in the format required to enable electronic transfer of data. Understand the capabilities of etendering and e-auctioning tools to enable them to be used to exploit the commercial benefits of
tendering in an electronic environment.
Manage effectively the resources within the team to ensure a high level of expertise in the
commodity area is maintained to ensure market, product and procurement knowledge is current
and relevant to the commodity area. Promote effective working relationships by enabling open
and frequent communications and engagement with staff.
In conjunction with the procurement support team continually interpret the monitoring and
benchmark data provided, to evaluate the performance of national contracts within their
commodity area to ensure they are appropriate to the needs of NHSScotland, ensure activities
comply with all relevant standards, demonstrate a high level of probity and identify and deliver
opportunities and improvements.
The Post Holder is responsible for developing and project managing contracts to ensure on time
and accurate implementation by all the Health Boards across Scotland of the national commodity
contracts. The Post Holder is also responsible for effectively measuring and managing the supplier
performance in terms of value and service delivery.
Planning, management and coordination of all activities, agencies, suppliers and personnel to
successfully undertake a number of strategic and tactical sourcing projects. This includes
establishing project milestones, developing commercial strategies, planning deadlines and
delivering Efficient Government savings targets.
The Post Holder’s primary responsibility is to negotiate and implement contracts for the
procurement of major services, goods and materials across all the Health Boards in Scotland. This
involves planning and delivering procurement strategies for assigned commodities eg optimising
the supply chain, market research, exploiting technology and re-engineering processes, using
market knowledge and acquired knowledge of supplier product ranges, advising team on tender
specifications, the selection of suppliers, negotiation with the suppliers, managing supplier
relationships, contract placement.
Judgements and Decisions
The Post Holder has to use considerable judgement in order to reach an effective agreement that
will balance the needs of all concerned and deliver benefit to NHSS. This requires option
appraisal on, maintain status quo, dismiss the clinical guidance and take a judgement to
implement purely on commercial benefits or consult further with same / other clinicians to seek
agreement or relevant precedent.
Selection of market areas to review
Assessing data and deciding which data to take forward
Take decisions on what suppliers should be recommended for inclusion in target audience
Managing evaluation processes
Managing eAuction processes
Allocation of workload to support staff in specific commodity areas
7.
ASSIGNMENT AND REVIEW OF WORK
In consultation with the Category Manager the broader and longer term direction will be
identified. The post holder will decide on methods of dealing with them and will generate and
schedule his/her own work and the work of the commodity teams under his/her category.
Much of the operational work will be driven by customer requirements. Performance will be
reviewed against key performance indicators on an ongoing basis by stakeholder meetings
including review by the Strategic Alliance Partnership at regular monthly meetings.
Ideas and initiatives designed to improve services, reduce costs and increase productivity will be
generated and implemented by the post holder.
The post holder will continuously review his/her work to ensure satisfactory standards are
achieved and will brief the Category Manager regularly on progress against delivery of any
objectives contained in the Business Plan. The Category Manager will review work twice per year
on a formal basis for quality, quantity and the achievement of personal objectives via a system of
performance appraisal.
The post holder will plan the work for their team aligned to the agreed contract renewal and
maintenance programme.
8.
COMMUNICATIONS AND WORKING RELATIONSHIPS
Internal
Promote cross-organisational working and communication within NP.
Work in conjunction with the procurement support team to deliver the contract renewal and
maintenance programme.
The Post Holder is required to communicate the results of commodity strategies and complex
tender evaluations to Senior Stakeholders on a National basis which include pricing, payment
options, whole life costings, contractual obligations, terms and conditions, quality, technical and
clinical assessments against a detailed specification. This type of information has to be
communicated in order to reach an agreed position whilst meeting the Policy and business
requirements within the constraints of EU Procurement Legislation.
The Post Holder is required to draft Tender documents and communicate complex information
and define areas such as terms of offer, the terms and conditions of contract, supplementary
terms and conditions of contract, the scope of the requirement, offer schedules, forms of offer.
The Post Holder has responsibility to communicate contractual data with NHSS and SGHD that is
commercially sensitive both in terms of the commercial confidentiality and product content.
The Post Holder is required to chair tender evaluation meetings which can have strong factions
arguing the case for their preferred supplier i.e. Consultants/Clinical preferences v Commercial
reasoning and Value.
Liaise with other NSS Divisions on all aspects of contracting/procurement activities for the
commodity area they are responsible for.
Liaise with ETB staff on technical issues and provide advice/information in connection with
Hazards and Alert Notices to IRIC.
The post holder deputises for the Category Manager as required.
Feed in to the Business Plan for NP and implement the plan in their commodity area.
External
On a daily basis correspond and meet, formally and informally with Health Board Managers
including Heads of Procurement, Clinical Directors, Finance, Pharmacy, Estates, and Hotel
Services to promote good customer relations, advise and influence on procurement
policy/practices and commodity market situations and trends and receive feedback on contract
performance.
Correspond and meet with the SGHD, the wider NHSScotland, NHS in England, Wales and
Northern Ireland, other public sector organisations and trade organisations to give procurement
advice and participate in collaborative ventures.
Regularly correspond and meet with suppliers to lead pre and post tender discussions in areas
where savings have been identified.
Host and speak at seminars and other events on the procurement activities of NP both within
and outwith the Health Service and with key suppliers.
Facilitate workshops to engage their customer base.
9.
MOST CHALLENGING PARTS OF YOUR JOB
Managing a complex portfolio of high profile contracts minimising the operational on-costs whilst
delivering the quality of service required.
Develop an ongoing strategic direction that satisfies fluctuating and diverse customer needs.
Understand a wide range of products and services contracted for by their category areas.
Motivating and providing leadership to staff in an environment of constant change and ensure
customers benefit from efficient and cost effective contracts.
10. SYSTEMS:
NSS Intranet, eSourcing Scotland, websites of suppliers, potential suppliers & customers – all as
information sources
Microsoft Office – Excel (spreadsheets), Word (Documents), Outlook (Email), PowerPoint
(Presentations)
An understanding of TEAMS, Central, PECOS. Keeping up to date as these change or other
systems are brought in.
The Post Holder is responsible for the creation of detailed spreadsheets for complex analysis and
clear presentation of procurement cost, quality and supply chain metrics using Microsoft office
software packages. The information is obtained from supplier uptake figures, health board data
and tender returns.
Accomplish mathematical, logical formulas and functions to generate accurate charts / graphs.
This is used for analysing tender returns by weighting and scoring responses to give a fair and
equitable scoring to be used at business award.
The Post Holder is responsible for the analysis of financial data e.g. product lines, costs and
market research data in the development of category management strategies resulting in
procurement of goods and services. Developing formula and the use of pivot tables.
This information is also used to identify potential new opportunities to bring value for money to
NHS Scotland and calculate delivered savings.
Packages used include Excel, Access, Word, and Project. This is provided to senior management
across NHSS in support of Category Strategies and recommended decisions.
11. PHYSICAL, MENTAL AND EMOTIONAL EFFORT:
Physical
Prolonged use of PC – can be sitting for a full day (less statutory breaks), depending on volume of
business
If required, visit sites to understand market and assess end users and suppliers – driving a motor
vehicle, carrying luggage, variable journey times, potential for long days
Running briefing sessions for internal staff
Prolonged use of phone and mobile phone
Mental
Concentration – discussions with internal commodity staff, end user and supplier meetings,
monitoring market data, briefing Commodity Managers, Category Managers and Strategic Sourcing
Director, dealing with issues and problems
Data Analysis – evaluation and presentation of information
Mental Agility – correlation of data and speedy delivery of end products to internal staff and
stakeholders
Meeting deadlines
Analyse supplier spend reports and review marketing data – company accounts, product data,
service level data. Undertake analysis of supplier strengths and weaknesses and associated risks.
Construct invitation to tender containing the following key items; product specification, forecast
demand, delivery schedule, supply chain mapping and supplier conditioning. Set quotation
evaluation criteria, scoring and weightings.
Receive and analyse supplier tenders; price analysis, cost analysis, product analysis, delivery
schedule, value add, maintenance costs, technology road maps. The tenders are then scored with
the help of an evaluation team and the post holder recommends who the contract should be
awarded to. Standstill letters are sent out before the final award and debrief communications are
prepared and meeting held with the unsuccessful suppliers. After final award a detailed formal
notice is written and sent to all health boards advising of the award.
Emotional
Competing demands - timescales& deadlines, demands for immediate data, problem solving
quickly & effectively, the unexpected & interruptions
Customer Facing Demands – meeting requirements
Dealing with problems (internal & external sources)
Time with other support staff
The post holder is responsible for communicating unwelcome news to disappointed and upset
suppliers who may have lost significant amounts of business, this often has direct consequences to
the senior level supplier contacts involved thereby creating tense and emotional circumstances.
12. WORKING CONDITIONS:
No demands arising from inevitability adverse environmental conditions and hazards.
Working in an open plan environment with the attendant issues that arise regarding concentration.
Equipment used on a routine basis includes PC, printer, scanner and photocopier.
13. QUALIFICATIONS AND/OR EXPERIENCE SPECIFIED FOR THE POST BY THE EMPLOYING
AUTHORITY
Educated to degree in Business Management or equivalent subject. Membership by Examination
and Qualification of the Chartered Institute of Purchasing and Supply or appropriate professional
institute or equivalent experience.
Allied to this, a substantial requirement exists to undertake regular on-the-job and professional
development training to ensure the Postholders maintain essential currency of knowledge across
an extensively regulated and rapidly changing European legislative framework and is equipped to
deliver high value business outputs (routinely in excess of £1M per annum and up to £25M per
annum) in a highly dynamic commercial environment.
Postholders must have, as a minimum of 3 years senior procurement experience in developing,
managing and delivering bespoke commercial projects and must have demonstrable experience
in managing performance to plan and remote stakeholder outputs against critical delivery
deadlines In reality the average experience of the Postholders is approximately 8 years.
Whilst the precise training requirement will vary according to each of the Postholders specialist
portfolio responsibilities, the training and knowledge requirement shall in all case be broadly
equivalent, whether gained in academic qualifications, experiential learning or a combination of
both, to that gained in postgraduate level studies.
Highly developed personal, written and verbal communication skills as well as tact, diplomacy and
negotiating expertise in dealing with a wide range of knowledgeable customers, suppliers, patient
organisations , other NHS UK Procurement Organisations and user groups would be a
prerequisite for a Commodity Manager in a Procurement Centre Of Expertise.
The Postholder is required to have gained considerable pre-employment training and experience
in several professional competencies including, but not limited to, procurement best practice,
legislative and regulatory compliance, market dynamics, contracting, high value business strategy
development and management reporting. In all cases knowledge and professional skills will be
supported with relevant independent academic study
14. JOB DESCRIPTION AGREEMENT
Job Holder’s Signature:
Date:
Senior Officer/Head of Department:
Signature:
Title:
Date:
PERSON SPECIFICATION FORM
Post Title/Grade:
Division:
Dept:
ATTRIBUTES
Experience
Commodity Manager - Band 7
National Procurement
Strategic Sourcing
ESSENTIAL
Able to demonstrate management experience
within a complex supply chain environment.
Able to evidence a successful track record in
procurement
Delivering best value procurement solutions.
Able to demonstrate a successful track record in
change management preferably in a large
organisation.
Able to demonstrate a high level of initiative and
team leadership skills. Written and verbal
communication skills are key, as well as
relationship management experience in dealing
with a wide range of knowledgeable customers,
suppliers and trade organisations.
DESIRABLE
Experience gained within a leading edge
environment applying best practice
procurement and change management
processes.
Experience leading the delivery of significant
economic and service benefits from joint
working activities ( cross sector / organisation).
Demonstrable leadership skills.
Possesses high level data analysis skills.
Can demonstrate extensive IT literacy involving
data analysis and presentation.
Qualifications/
Training
Knowledge
/Skills
Educated to degree level.
Hold or be working toward Membership Of The
Chartered Institute Of Purchasing And Supply
(MCIPS) or equivalent.
Evidenced team leadership aptitude.
Evidence well developed Procurement Skills.
Good working knowledge of NHSScotland
supply chain and supporting IT systems.
Excellent interpersonal, organisation and
communication skills.
Knowledge of public sector procurement
legislation.
Proven high level IT data analysis skills with
excellent working knowledge of Microsoft
packages Word , Excel and PowerPoint.
Knowledge of eProct Systems.
Excellent written, verbal and presentation skills.
Aptitude
Ability to work on own initiative to meet
deadlines.
Able to work effectively at shop floor and board
room level
Assertive team leader.
Always meets objectives and works to
challenging deadlines.
Flexible Worker.
Proven ability to handle complex statistical data.
Other
Educated to post graduate level.
Current Driving License.
Ability to travel within Scotland, occasionally UK.
Summary of Key Terms and Conditions of Post
Division/Department:
Procurement, Commissioning & Facilities
Location:
Larkhall/Edinburgh
Job Title & AfC Pay Band:
Commodity Manager, Band 7
Salary/Salary Scale:
£31,072 - £40,964 per annum
Conditions of Service:
Your terms and conditions of service are in accordance with the Agenda for
Change Terms and Conditions Handbook. Agenda for Change comprises a
National pay system and job evaluation scheme for the Health Service, a
harmonised set of terms and conditions of employment and a Knowledge and Skills
Framework.
Hours of Duty:
The standard full-time hours for NHS staff are 37.5 hours, exclusive of meal breaks,
normally to be worked over 5 days per week. The hours of this post are 37.5.
Annual Leave:
The annual leave arrangements are:
o
o
o
27 days (202.5 hours) on commencement
29 days (217.5 hours) after 5 years’ service
33 days (247.5 hours) after 10 years’ service.
8 public and statutory holidays are also available within the leave year.
Superannuation:
All new entrants to NHS National Services Scotland who are
aged sixteen but under seventy five will be enrolled
automatically as a member of the NHS Superannuation
Scheme (Scotland). The pension scheme is provided by the
Scottish Public Pensions Agency. This scheme is a
Qualifying pension scheme, which means it meets or exceeds
The government’s new standards. All benefits including life
Insurance and family benefits are explained on the SPPA
Website www.sppa.gov.uk
For further information on
Membership benefits, contributions, or how to opt out of the
Scheme, please refer to the enclosed factsheet “Auto
Enrolment.
Medical Assessment:
Appointment to this post will be subject to satisfactory medical clearance. The
successful candidate will be required to complete a pre-employment health
declaration form and, where appropriate, undergo a health assessment by the
Occupational Health Service.
Knowledge and Skills
Framework:
The NHS Knowledge and Skills Framework applies
to all jobs covered by Agenda for Change. Under the Knowledge and Skills
Framework, staff will have annual development reviews, which will result in the
production of a personal development plan.
There is equal access to training for all staff.
Equal Opportunities Policy:
NSS is an Equal Opportunities employer and the policy applies to all aspects
of employment.
Smoking Policy:
NSS operates a No Smoking Policy.
Right to Work in the UK
In accordance with the Immigration, Asylum and Nationality Act 2006, NHS National
Services Scotland has a legal obligation to ensure that it does not employ anyone
who has not been granted the relevant permission to work in the UK. We are
therefore required to check the entitlement to work in the UK of all prospective
employees.
All shortlisted applicants will be asked to produce specific original
documentation plus a photocopy when attending interview.
Applications from candidates who require a Tier 2 Certificate of sponsorship
will only be considered if no suitable UK or EEA national is identified for this
post.
NATIONAL SERVICES SCOTLAND
STAFF BENEFITS PACKAGE
Working for the NHS provides individuals with excellent career prospects and access to a wide range of
jobs. NHS National Services Scotland employs approximately 3,500 staff working in a number of locations
across Scotland.
Some of the benefits of working for NHS National Services Scotland are:
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A minimum of 27 days annual leave (pro rata) increasing with service
Eight public holidays (pro rata) per year
Access to flexible, family friendly working arrangements
Membership of the NHS Scotland superannuation scheme. Membership also includes a lump sum
death in service benefit.
Excellent training and development opportunities
Season Ticket Loan Scheme
Childcare Voucher Scheme
Cycle to Work Scheme
Access to national and local staff discounts and promotions
Occupational Health Service
Employee Counselling Service