Job Description
Position title: Support Co-ordinator
Job status: Permanent
Hours of work: 37 per week – 9am – 5pm with flexibility to meet needs of service
Salary and Benefits: £25,000, 25 days annual leave
Application Deadline: 14th June 2017
Interview Date: 21st June 2017
Background to Job: Future Projects is a Charity active in helping children and adults to address
severe and multiple deprivation by providing a range of high quality, community-based projects and
services which promote education, health, skills, employment, wellbeing and life chances. We aim
to help people in difficult situations build on their strengths and capabilities, and develop the
confidence, skills, and resilience to take control and transform their lives. The working environment
may at times be challenging and varied so flexibility is very important. The post holder must be able
to deal with a range of vulnerable people.
We are rooted in the communities we serve and deliver a number of projects and services from
venues in some of Norfolk’s most deprived areas, including:
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Future Education: Our Independent Special School for 13-16 year olds who have been excluded
from mainstream education and have multiple and complex needs. Rated ‘Good’ by Ofsted,
Future Education works on a ‘Secure Base’ model developed by the University of East Anglia,
providing a balanced education and therapeutic care to build emotional resilience in some of
Norfolk’s most vulnerable children.
Future Support: Holistic community-based support service which provides open access
information, advice and advocacy for those experiencing severe problems. We provide personal,
practical and emotional support to clients, helping them in areas such as health, housing,
finance, welfare rights and benefits, criminal justice, and wellbeing. The service also builds
social capital, resilience and skills through activities such as peer support groups and courses in
wellbeing, ICT, Literacy and Numeracy.
Future Media: brings together our professional standard music studios, digital/media training
courses, and alternative education provision for young people. We use music and media to
support individuals to develop skills, aspirations and social capital, and we often work with
people with acute physical and mental health issues in partnership with a range of therapeutic
and medical partners.
Future Radio 107.8fm: Our Ofcom licenced community radio station for Norwich through which
we provide broadcast and media training and personal development support for up to 170
volunteers each year. We support volunteers to build transferrable skills and confidence, to
create and broadcast radio shows, and to represent their communities - raising awareness of
the issues, support and services available.
Vision statement: Our vision is of vibrant and strong communities which have equality of
opportunity and are free from disadvantage or deprivation.
Job Title: Support Manager
(November 2015)
Page 1 of 6
Job Description
Purpose of the Job: The Support Co-ordinator will oversee the community based advice,
information and guidance services delivered by Future Projects.
The Support Co-ordinator will manage a coordinated and effective support service across core
projects ensuring the day-to day operation of Future Support, developing and maintaining support
services which cover a range of life needs including family, criminal justice, budgeting/debt,
housing, welfare benefits and jobs, education and training.
The role is responsible to the Operations and Services Manager for the day-to-day operation of the
Future Support Service, to ensure compliance with funders and Quality Standard requirements and
all targets are reached.
To be involved, where necessary assisting in the leadership and management of Future Support,
and to contribute to the Strategic Development, Business and Service Development Plans, making
recommendations for improvements where necessary.
This role is a significant Co-ordinator role to ensure the delivery of our core support services,
managing our fixed and outreach sites, and ensuring the continuity of our key stakeholder
relationships.
Key Deliverables:
 Through sound planning, ensure the service has the human, material and financial
resources it needs to operate safely effectively
 Contribute to under direction of Operations and Services Manager the strategic view of
successfully developing and improving the support services on offer, using business,
development and strategic plans to effectively plan, manage and communicate those
activities
 Through discussions with the Operations and Services Manager advise on the formulation
and implementation of suitable policies and working procedures
 Develop and maintain effective networks and partnerships with stakeholders to promote and
develop the service
 Lead and manage delivery staff and volunteers across the service’s localities and themes,
undertaking HR and project management tasks
 Ensure that advice, guidance and support is of the highest standard, taking account of best
practice, industry developments, risk management and safety requirements
 In conjunction with other members of the Management Team, develop and implement a
common culture across the organisation
 Undertake efficient, compliant and timely reporting of performance to funders, the CEO and
the Trustee Board.
 Follow current health & safety systems and maintain accurate records including (but not
limited to); risk assessments, lone working systems, regular case reviews, case notes,
information sharing, client consents, risk screening and risk management plans and any
other Future Projects Policies & Procedures
 Ensure Service captures relevant monitoring and reporting information
 Maintain effective control of expenditure against agreed budgets, and contribute to
development of budgets for new services and income generation plans.
Job Title: Support Manager
(November 2015)
Page 2 of 6
Job Description
Key Work Areas and Tasks:
Service delivery
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Ensure that appropriate policies, systems and procedures are developed and maintained for
case recording, statistics, follow up work and quality control.
Ensure that the service across the project is client focused.
Develop and implement consistent, effective and efficient supervision model under the
direction of the Operations and Services Manager.
Ensure service delivery across all delivery points is consistent and of the highest quality.
Ensure there is equality of opportunity and diversity is promoted throughout the Service
On-going assessment of service and practice, identify and embed best practice, identifying
training needs where appropriate.
Promote and assist in internal and external audit/evaluation and take corrective actions
where necessary.
Ensure the service complies with funders’ requirements, and provide monitoring/evaluation
reports as required
Keep abreast of client trends and needs, developing services to meet these needs.
Assist and advise the Operations and Services Manager on compliance where it applies to
your area of responsibility
Undertake to deliver support, advice and guidance directly to clients in complex cases where
a high level of expertise is required and advise support staff in complex cases, providing
guidance and personal development opportunities.
Financial management
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Work with Operations and Services Manager and the Funding and Development Manager in
setting service and project budgets
Take decisions on direct expenditure within the Support Teams budget within agreed
parameters, ensure all expenditure provides value for money and is within budgetary
guidelines.
Justify any significant variances from budget, recommend and take any corrective actions
required.
Staff and Volunteer management
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Attend and contribute to Management Team meetings.
Co-ordinate and lead the support service team, to ensure that appropriate support and
supervision methods are in place for all staff and volunteers to deliver a consistent and high
quality client service.
Develop and implement Staff and Volunteer recruitment and training program, to ensure the
support team is manned at the appropriate skilled level.
Be responsible for the recruitment and selection process of staff and volunteers.
Ensure that new recruits are successfully inducted and receive the appropriate training
appropriate to their role.
Job Title: Support Manager
(November 2015)
Page 3 of 6
Job Description
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Develop and implement effective and efficient staff and volunteer performance management
using clear objectives and targets, which are regularly reviewed. Action any
underperformance promptly and in line with Future Projects policy. Ensure a consistent and
effective annual appraisal takes place for all staff and volunteers.
Ensure that HR, IT and Health and Safety processes and policies are adhered to across
teams. Adopt appropriate measures to resolve any staff or volunteer conflict in a
professional and prompt manner.
In conjunction with the Management Team, promote a common culture across the charity,
including good teamwork and lines of communication between all members of staff.
Identify your own training and development needs as well as the teams training and
development needs in conjunction with the Operations and Services Manager as part of
support and supervision arrangements.
Wider environment
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Keep up to date with changes in legislation, best practice and local policy.
Promote the work of Future Support services both locally and nationally, through networks,
partnerships and other initiatives.
Represent Future Projects in a professional way at relevant meetings and networking
functions to build on good practice and development opportunities.
To build a strong working relationship with funders and any consortium partners, undertaking
stewardship and stakeholder management.
Maintain and develop contacts with local and regional media.
Other duties and responsibilities
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Promote the aims, policies, and objectives of Future Projects.
Undertake such other duties as may lie within the scope of this post to ensure the effective
delivery and development of the service
Develop a good working knowledge of the operational area, its demographics, key
communities, third, private and public sector contacts, networks and partnerships
Represent the Service at events and present information about Future Support to audiences
as required
Make adjustments on practice and approach as required in conjunction with the Operations
and Services Manager, based on the above, and external factors such as socio-political
changes, client need trends etc.
Maintain confidentiality in the working environment, ensuring that the privacy and dignity of
clients are protected at all times
Job environment: The post holder will lead the Future Support post 16 support projects across the
county and will regularly liaise with other members of Future Projects’ Management Team.
Supervision: The Post will be managed by the Operations and Services Manager. The post holder
will be subject to regular support and supervision sessions.
Job Title: Support Manager
(November 2015)
Page 4 of 6
Job Description
Key job interactions: The post holder will manage Future Support Workers, Life Connectors and
volunteers, will work closely with members of Future Projects Senior Management Team, clients,
service providers and partners.
Health and Safety:
The post holder must lead the Baseline team in complying with policies and procedures relating to
health and safety, security, confidentiality, data protection, vulnerable adults and safeguarding
children; and report all concerns or disclosures to the appropriate person.
Equalities:
The post holder must be aware of, support and promote diversity in all its forms, and ensure that
clients have equality of access to the service.
Disclosure and Barring Service Checks: This post is classed as having a high degree of contact
with children/vulnerable adults and is exempt from the rehabilitation of offenders’ act 1974. An
enhanced disclosure will be sought through the DBS as part of Future Projects employment checks.
Please note that additional information referring to the DBS is in the guidance notes to the
application form. If you are invited to an interview you will receive more information.
Job Title: Support Manager
(November 2015)
Page 5 of 6
Job Description
Person Specification:
Skills, Knowledge, Experience
Demonstrable success in a management role and proven, strong management skills
Very strong experience in effectively managing staff and volunteers teams and good
understanding of Human Resources practice
Experience effectively preparing and managing budgets
Experience of successfully obtaining funding through applications, tenders or
partnership arrangements
Strong ICT skills
Project management experience
Understanding of equality and diversity and health & safety
Ability to prioritise workloads for self and others – including teams
Experience working as part of multi-agency teams
Experience of person-centred support and safety planning with relevant client group
(SMART)
Experience dealing with safeguarding disclosures
Extensive experience of case management delivering support, advice and guidance to
vulnerable clients
Experience of report writing, compiling and evaluation monitoring information and
evidence of impact
Broad range of support knowledge covering several core areas including but not
limited to health, housing, welfare rights, substance misuse and crisis management
Ability to work flexibly in response to client needs, including some out of hours
working.
Full, clean drivers licence, access to a car and willingness to travel extensively across
the county
Awareness of the National IAG Board’s Principles for Coherent IAG Delivery
Experience of lone working, ability to manage difficult situations and using initiative
Qualifications/Training
5 GCSEs ideally including English and Maths
Specialist qualification, skills and training in relevant field.
Child and Vulnerable Adults Protection Training (can be provided)
Evidence of learning and commitment to professional development
Information, advice and guidance training
Job Title: Support Manager
(November 2015)
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Desirable
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