Tidworth, Wiltshire
£36,170 per year
Permanent, Full-time
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.



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
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Refreshed on: 05 September 2019
Closed date: 15 September 2019
Tags: Management, Support Worker

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