Head of Support Services

The Head of Support Services will work with the Director of Support Services to create a positive, supportive culture of personal growth, underpinned by a holistic and empowering health and wellbeing approach.​​

Supported by the trustees, the CEO, staff and service users, the postholder will be a leader and will provide a constant stimulus for self-improvement in a learning, supportive and diverse environment. A candidate with a proven track record of delivery, they will provide high level and efficient management of Betknowmore UK support and community programmes, including all three primary services, GOALS, New Beginnings and Peer Aid, as well as bespoke projects which include the development of Hubs within key London Boroughs and creating digital activities.​

The postholder will work to ensure impactful service provision and outcomes; recruit, train and supervise a team of staff/mentors/volunteers to deliver support and community activities; and oversee service integration and collaboration with the National Gambling Support Network (NGSN) partners and other key stakeholders.​

A key aspect of the role will be to work closely with people presenting with gambling-harm issues and/or people impacted by someone else's gambling. The Head of Support Services will oversee sustainable recovery interventions which may include structured psycho-social 1:1 ​and group activities, counselling and therapy, peer and mentoring support, with services ​co-produced by clinicians and health professionals, and insight and knowledge from experts ​by experience. ​

The candidate should demonstrate previous experience of management and oversight of similar programmes of work, within mental health, addiction or community NHS or voluntary sectors. ​

Experience of gambling support and treatment and/or harm minimisation programmes is desirable, but not essential.​

Working with other members of the Senior Management Team, they will input into the management of the charity, as well as supporting grant, contract and tender submissions, operational management, governance, performance and contract monitoring and outcome reporting. This will include financial planning and budgeting.​

Adherence to health and safety, and equal opportunities and diversity policies is expected at ​all times.​

Key responsibilities and accountabilities​

Development and Delivery ​

• Manage the strategic and operational performance of services to agreed standards and targets with the Director of Support Services and CEO.​
• Provide management oversight to service teams and ensure the activities they are leading on are delivered to set quality and outcomes, that they are safe and operate in positive environments, and adequately supervised, monitored, audited and reviewed.​
• Provide management oversight to the charity’s portfolio of programmes and projects, including those within the National Gambling Support Network (NGSN)​
• Ensure strategic & performance coverage of all areas of service delivery outlined in the services’ SLAs.​
• Review service delivery and implement necessary changes, to ensure high quality service, reflecting best practice and clear impact for all service users.​
• Conduct regular supervision with staff and service users about service effectiveness and maximise client involvement in service design and development.​

Monitoring and Evaluation​

• Produce a monthly service review, linked to the charity’s strategy and business plan.​
• Manage monitoring and evaluation framework and oversee CMS/CRM systems.​
• Liaise with external support networks, such as universities and research organisations, to aid data management requirements.​

Line Management​

• Ensure staff are recruited, supervised and developed in accordance with Betknowmore UK systems and processes, in particular annual planning and review and objective setting.​
• Support the provision of staff training to the highest standard and in accordance with Betknowmore quality assurance standards ​
• Provide HR support and on-going staff line management.​
• Liaise with Clinical Supervisor to ensure staff have adequate support and resources.​
• Contribute to the development of services knowledge and practice, by keeping up to date with current research and practice and ensuring that the clinical and support approach of the teams reflects such current information as appropriate.​

Partnerships Building and Collaboration​

• Develop our operational and strategic relationship with external partners and stakeholders to maximise the success and impact of Betknowmore UK services.​
• Co-ordinate Betknowmore UK contribution to service-related networks ensuring attendance at relevant operational and strategic meetings and provide feedback and sharing of information.​
• Represent the organisation at events, webinars and other meetings to inform service development and promote best practice in service delivery.​

Financial Management​

• Oversee budgets and expenditure related to the services and help meet targets.​
• Provide oversight to petty cash and day to day expenses.​
• Assist with other fundraising associated with service development as agreed with Senior Management Team.​

Health and Safety Responsibilities​

• Ensure the safety and wellbeing of staff, clients and other beneficiaries is intact.​
• Oversee Betknowmore UK premises and risk assess external sites, ensuring all working environments work correctly to policies and procedures. ​
• Ensure that Betknowmore UK Diversity and Equality policies are upheld.​

General​

• Attend regular supervision sessions with the Director of Support Services.​
• To operate with clear professional & confidentiality boundaries to work within the organisations code of conduct.​
• To carry out other duties commensurate with the post.​

The Disclosure & Barring Service (DBS) - Disclosure ​

Betknowmore UK aims to promote equality of opportunity for all with the right mix of talent,​ skills and potential. Betknowmore UK welcomes applications from diverse candidates. Criminal​ records will be taken into account for requirement purposes only when the conviction is​ relevant. As Betknowmore UK meets the requirements in respect of exempted questions under​ the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2013) by SI 2013​ 1198. All applicants who are offered employment will be subject to a criminal record check from​ the Disclosure & Barring Service before the appointment is confirmed. This will include details of​ cautions, reprimands or final warnings, as well as convictions.​

Qualifications or Relevant Experience​

• Educated to degree level or equivalent​
• Evidence of Continued Professional Development relevant to the role purpose and level​
• Two years minimum experience in a similar role​

Essential Knowledge & Skills​

• Knowledge of mental health or drug, alcohol or gambling support and recovery services​
• Ability to manage complex support and training services​
• Experience of establishing a positive recovery culture, aiding sustainable behavioural change​
• Experience of working with complex addiction and/or high support needs service users (group and 1:1 work)​
• Experience of safeguarding lead and procedures​
• Demonstrable track record of achieving successful outcomes and performance indicators at management level in a comparable national/ international organisation​
• Good understanding of IT applications and database​
• Commitment to continuous learning and development​
• Experience of multi-agency working and maintaining positive relationships​
• Ability to work with service users with multiple needs across diverse/emerging communities.​
• Experience in helping people to acquire life-skills including budgeting, healthy life choices, employment/education advice​
• Commitment to the charity’s principles and willingness to work within policies and guidelines​
• Be able to organise and prioritise your work working as part of a team or by yourself​
• An understanding of the principles of user involvement​
• Good verbal and written communication skills​
• Ability to keep accurate records​

Desirable Skills​

• Experience of working within NHS settings​

To find out more about this role, a Q&A webinar will be held on Wednesday 31st July at 7pm. Please register your interest here