Support Team Manager

The Role (30hrs per week)

·       To provide day to day management and supervision of our remote Support Team, providing guidance and support to deliver appropriate information and advice for our mums and families.

·       Provide casework support to Mummy’s Star families.

·       Work closely with the Operations Manager to implement consistent processes and ensure appropriate training and development for the Support Team.

Job Purpose & Responsibilities

Reporting to the Operations Manager, the post holder will manage the Support Team at Mummy’s Star. More specifically you will be responsible for:

Support Team Management (50%)

• Provide quality support, leadership, development and line management
• Oversee the delivery of individual, tailored support for families

·        Regular review and assessment of caseload including co-ordinating weekly caseload meetings and management of new grant application flow to Trustees.

·        Work with the support team to regularly monitor, evaluate and report on the support provided by Mummy’s Star.

·        Act as Lead Professional in complex cases if required.

·        Working with the CEO and Operations Manager to ensure the wider team has appropriate resources and support around wellbeing

·        Complying with the charity’s administration, monitoring and financial systems

·        Working in close partnership with health care professionals, charities, and other key stakeholders

·        Work with the Operations Manager to develop new engagement tools for families to improve accessibility.

·        Assist the team to co-ordinate the Ask the Expert events and other resources

·        Contribute to, and support the development of, the charity locally, regionally, and nationally

Information and Support Casework Delivery (50%)

·       Receiving referrals and assessing needs of families from contact via self referral (post, email, online and social media) and third party referrals (health care professionals, families and charities)

·       Providing families with the appropriate support based on their needs, this will include 121 emotional support, signposting to financial/practical support and peer support via our online forum.

·       Ensuring support to mums and families is reviewed at regular intervals. 

·       Maintain and monitor the online peer support forum.

Other Duties and information about the role

·       The post holder may be required to undertake any other duties that fall within the nature of the role and responsibilities of the post as required to support the charity and beneficiaries.

·       Some evening and weekend work may be required but time off in lieu (TOIL) will be given for this.

·       A DBS check will be required for this role.

·       Mummy’s Star promotes equal opportunities and as such all staff members are expected to treat staff, beneficiaries, and anyone else they interact with as part of the role, with dignity and respect and without discrimination. Any concerns around treatment or behaviour must be escalated to the CEO or Chair.