Tidworth, Wiltshire

£36,170 per year

Permanent, Full-time

About the organisation

SEE THE DIFFERENCE YOUR SUPPORT MAKES

HELPING VETERANS, SERVICE PERSONNEL AND THEIR FAMILIES

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Job Description

Job Title:          Support Hub Manager

Reports to:       Line management:  Regional Recovery Manager

Functional lead:  Head of Welfare and Clinical Services

Based at:           Tedworth House

Job Purpose:

Manage and develop the provision of welfare services and case management delivered by the Support Hub to Wounded, Injured and Sick (WIS) veterans, serving personnel and their families.

Accountabilities:

Responsible for the line management of H4H Support Hub staff and the coordination of Welfare provision, including case management across the Recovery region delivered by the Charity and co-located agencies and partners.

Main Responsibilities

Core Responsibilities:

  • Lead Support Hub services delivered to veterans, the serving military and families, by working with 3rd sector partners and a range of agencies using a Case Management model
  • Line-manage keyworkers and other designated staff who operate from the Support Hub.
  • Chair the MDT, leading the coordination of casework by knitting together specialist support and delivering appropriate referral decisions.
  • Deliver as the welfare lead within the Recovery Centre Management Team.
  • Deliver the regional contribution to the development of H4H national welfare policy.
  • Develop and maintain relationships with the Military’s Regional Defence Recovery Team.
  • Attend quarterly Managers Meetings, and monthly Management calls.
  • Attend and present to regional welfare and veterans’ conferences, forums, meetings and seminars.
  • Promote and market the Support Hub, identifying opportunities and developing regional services.
  • Manage welfare input into the Case Management system (Eclipse).
  • Maintain client confidentiality in the Support Hub meeting Data Protection requirements.
  • Ensure that the Support Hub Keyworkers are appropriately trained and maintain an up to date CPD profile.
  • Ensure the Welfare team complies with H4H Supervision Policy.

Location specific:

  • Catterick (Phoenix House Recovery Centre)
    • Undertake Duty Manager responsibilities and deputise for the Recovery Centre Manager when necessary.
  • Tidworth (Tedworth House Recovery Centre)
    • Organise and chair the quarterly Inter-agency meeting with H4H staff and charitable partners.
  • Colchester (Chavasse VC House Recovery Centre)
    • Undertake Duty Manager responsibilities and deputise for the Recovery Centre Manager when necessary.
  • Plymouth (Endeavour Building Plymouth Naval service Recovery Centre)
    • Represent the Recovery Centre Manager when necessary.
    • Act as the grants representative.

Essential Qualifications:

  • Level 3 Diploma in Welfare or other relevant discipline  – or demonstrate the ability to achieve qualification within a year of being appointed

Essential Knowledge, Skills & Experience:

  • Proven Management and leadership skills with the ability to drive change and improve service delivery.
  • Experience of leading a case management team and driving a model offering 360 assessment and support to complex service users.
  • Experience of working with adults at risk in the welfare or support sector using a case management system to manage allocation and progress.
  • Understanding of assessment tools to assess client need and to achieve goal setting through use of specific tools ie; outcome star.
  • Detailed understanding of the requirements around working in a multidiscipline environment supporting the delivery of case management.
  • Ability to manage a team operating within clearly understood professional boundaries.
  • Recognise the coaching culture’s role in supporting clients with goal setting, increasing their resilience and owning their recovery.
  • Proven ability to communicate at all levels including team members, beneficiaries and their families, senior managers and external partners.
  • Knowledge of the purpose of both the Recovery Centres and the Support Hubs with an empathy and passion for the H4H cause.
  • Able to perform as a self-starter, applying effective project management skills and confidence to deliver with minimal supervision.
  • The ability to prioritise requests, manage a varied complex caseload and engage with a variety of stakeholders.

Desirable Knowledge, Skills & Experience:

  • Understanding of the military environment
  • Understanding of the 3rd sector

Key Competencies & Behaviours:

  • Confident and polite manner
  • Ability to build rapport quickly and to understand needs and expectations
  • Positive, empathetic, patient, polite and friendly manner
  • Ability to remain calm under pressure
  • Displays the highest levels of integrity, confidentiality  and commitment
  • Respond quickly to changing demands and demonstrate strong skills in prioritisation and time management
  • Work within a range of environments and working cultures, adapting personal style accordingly
  • Lead and drive work forward with minimal directionAnalyse information quickly and communicate in a concise and articulate manner
  • Well organised with the ability to prioritise
  • Attention to detail in all aspects of work
  • Demonstrates an ability to work as part of a team and be a flexible team player
  • Demonstrates self-motivation
  • Flexible re. hours of work