Due to an internal move, we are excited to offer an opportunity for a Support Manager to join our team.
This role is responsible for leading, supervising, and developing a small team of Support Workers, delivering high-quality, person-centred support to approximately 40 young people aged 16–25 living in supported accommodation.
The Support Manager will ensure effective day-to-day service delivery, strong safeguarding practice, and compliance with YMCA policies, regulatory requirements, and funding obligations. The postholder will also hold a small caseload, maintaining direct involvement in supporting young people.
You will play a key role in promoting a psychologically informed, strengths-based, and trauma-informed culture, ensuring consistent, safe, and empowering support across the service.
This is an exciting opportunity to join a small, supportive team where no day is the same. If you thrive in a fast-paced environment, can confidently manage challenging situations, and are passionate about supporting vulnerable young people, this role could be for you.
Key Responsibilities
1. Team Leadership & Line Management
- Provide day-to-day leadership, supervision, and guidance to the Support Team
- Conduct regular 1:1s, appraisals, and performance reviews
- Manage staff rotas, absence, annual leave and workload allocation to ensure effective service coverage
- Support staff wellbeing, resilience, and professional development
- Promote a positive, inclusive, and values-led team culture
2. Service Delivery & Quality Assurance
- Ensure residents receive high-quality, outcome-focused support aligned with YMCA values and contract requirements
- Oversee the quality of support plans, risk assessments, case notes, and reviews
- Monitor caseloads and delivery to ensure consistency and compliance
- Lead on maintaining service standards and embedding continuous improvement
- Ensure accommodation environments are safe, welcoming, and well-maintained in partnership with housing and maintenance teams
3. Safeguarding & Risk Management
- Act as a safeguarding lead within the service
- Ensure safeguarding concerns are managed promptly and in line with policy
- Oversee daily safeguarding face to face checks of all U18 and at risk tenants
- Oversee risk assessments and ensure effective risk management practices
- Support staff to manage challenging behaviour, crisis situations, and disclosures
- Attend internal and external Safeguarding meetings monthly
- Liaise with external professionals (e.g. social care, police, health services)
4. Partnership Working & Communication
- Build and maintain strong relationships with external agencies
- Ensure smooth and effective handover daily to staff working outside of normal office hours
- Represent the service at multi-agency meetings
- Work collaboratively with internal teams including housing, maintenance, finance, and leadership
- Communicate service performance and key issues effectively to senior management
5. Data Management & Reporting
- Ensure accurate and timely recording on case management systems
- Monitor KPIs, outcomes, and compliance requirements
- Ensure adherence to data protection and information governance standards
- Produce monthly Support Team reports for the Board of Trustees
6. Health & Safety
- Ensure safe working practices across the service
- Oversee incident reporting, investigations, and follow-up actions
- Ensure compliance with health and safety policies and procedures
7. Caseload Management
- Hold a small caseload of residents
- Complete assessments, support plans, and key work sessions
- Monitor outcomes and support progression to independence
8. On-Call Responsibilities
- Participate in the out-of-hours on-call rota (additional payment applies)
- Provide guidance and decision-making support during incidents or emergencies
Person Specification
Essential
- Experience of leading, supervising, or mentoring staff in a support or housing setting
- NSPCC Level 4 or above Safeguarding qualification
- Experience working with vulnerable individuals, ideally young people aged 16–25
- Strong understanding of safeguarding, risk management, and multi-agency working
- Excellent communication, organisational, and problem-solving skills
- Ability to model professional boundaries, resilience, and reflective practice
- Ability to manage competing priorities in a fast-paced environment
- Commitment to equality, diversity, and inclusion
- Alignment with YMCA values
Desirable
- Relevant qualification (Level 3+ in Health & Social Care, Housing, or Leadership)
- Experience within supported housing or homelessness services
- Knowledge of psychologically informed environments (PIE) and trauma-informed practice
- Familiarity with Outcomes Star or similar tools
YMCA Values
All staff are expected to work in line with YMCA’s core values:
- Caring – Acting with compassion and empathy
- Honesty – Being trustworthy, open, and fair
- Respect – Valuing every individual
- Responsibility – Being accountable for our actions
- Inclusivity – Ensuring services are welcoming and accessible to all
Pay: From £30,420.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Experience:
- support related: 3 years (preferred)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
