Support Team Leader

The Support Team Leader will provide operational leadership for ORL's Housing Support Team, ensuring residents receive safe, high-quality, person-centred support that promotes independence, wellbeing and successful move-on.

The postholder will lead and develop Support Workers, oversee support planning, safeguarding, case management, partnership working and quality assurance, and ensure services meet organisational values, contractual requirements and sector best practice.

Key Responsibilities

Leadership and People Management

·       Lead, motivate, supervise and develop Support Workers through regular supervision, appraisals, induction, mentoring and learning support.

·       Manage rotas, annual leave, service cover and staff wellbeing, promoting reflective practice and a positive, inclusive team culture.

·       Ensure staff understand and follow organisational policies, procedures and quality standards.

·       Oversee assessments, risk assessments and person-centred support plans, ensuring they are outcome-focused, regularly reviewed and accurately recorded.

·       Promote independence, wellbeing, resident choice, tenancy sustainment and successful move-on planning.

·       Ensure support reflects trauma-informed, strengths-based and psychologically informed practice.

·       Review case files, audit support plans and ensure the Case Management System is used consistently and compliantly.

·       Monitor outcomes, performance indicators and service trends, producing reports for senior managers, supporters and funders as required.

·       Identify areas for improvement and contribute to service development and best practice.

·       Promote safeguarding across the service and ensure concerns, incidents and investigations are managed promptly and appropriately.

·       Support staff with complex or high-risk situations, ensuring robust risk management, professional boundaries, lone working and positive risk-taking where appropriate.

·       Oversee referrals, admissions, occupancy, move-in and move-on arrangements across supported accommodation.

·       Work with the Property & Compliance Team on repairs, property standards, licence agreements, rent arrears and tenancy sustainment.

Partnerships, Volunteers and Compliance

·       Develop effective partnerships with agencies, volunteers and internal teams to improve resident outcomes and service delivery.

·       Support volunteer induction and positive volunteer engagement, ensuring safeguarding responsibilities are understood.

·       Promote compliance with health and safety, GDPR, organisational policies, legislation and emergency procedures.

Finance and General Duties

·       Manage resources responsibly, maintain accurate financial records and support budget, rent and Housing Benefit processes in line with ORL procedures.

·       Attend meetings, undertake required training, maintain confidentiality and promote the values and reputation of One Roof Leicester.

·       Undertake other duties reasonably required by the Deputy CEO.

Additional Information

 ·       The role requires regular travel between One Roof Leicester properties and partner organisations.

·       Occasional evening or weekend work and some manual handling may be required.

·       The postholder must undertake training appropriate to the role and participate in an on-call rota should one be introduced.