Survivor Services Manager

Women's Aid; City Of London; Remote; GBP 39,000 - 48,000; Full time

Benefits offered by this job

25 days leave

Pension 7% employer contribution

Remote working

Job summary

Women's Aid is seeking a Survivor Services Manager to lead the day-to-day delivery of survivor services in a UK-wide context. The role focuses on safeguarding, quality assurance and continuous improvement across projects, while managing staff and volunteers.

You will drive service planning, impact monitoring and partnership development, contributing to income generation and organisational growth with a commitment to survivor voice.

Qualifications

• Knowledge of safeguarding issues relating to survivors and children.
• Knowledge of rights and options for women and children fleeing domestic violence.
• Knowledge of refuge provision and survivor services across England and Wales.
• Experience working directly with survivors and their children.
• Experience managing staff and volunteers, including recruitment and supervision.
• Experience monitoring and evaluating advice/service provision.

Responsibilities

• Oversee day-to-day delivery of Survivor Services with a focus on safe, high-quality practice.
• Lead service planning, delivery, impact monitoring and budget management.
• Ensure safeguarding and quality assurance across survivor service projects.
• Provide leadership to senior support workers, support workers and volunteers.
• Develop partnerships and contribute to income generation and service development.

Skills

Safeguarding knowledge

Rights & options knowledge

Refuge provision knowledge

Direct work with survivors

Staff/volunteer management

Service monitoring & evaluation

Policy development

Telephone/online support operations

Tools

Budget management

Job description

Survivor Services Manager

Location: Remote - London based

Salary: £43605.00 (Grade 5) per year (plus Inner London Weighting of £3,483.94, if eligible)

Length of contract: Permament

Hours per week: 37

Closing date: We reserve the right to adapt the advert at any time per organisational circumstances and to close this vacancy early for the role.

Interviews: Interviews will be scheduled on a rolling basis

Who are Women's Aid?

Women's Aid is the national charity working to end domestic abuse against women and children. We are a federation of just under 180 organisations which provide over 300 local lifesaving services to women and children across England. For 50 years we have campaigned on behalf of our members and survivors to shape policy and practice, and to raise awareness of domestic abuse.

Our support services, which include the Survivors' Forum, the No Woman Turned Away Project, the Survivor's Handbook, Love Respect (our dedicated website for young people), the national Women's Aid Directory and our advocacy projects, help thousands of women and children every year.

Purpose of the Survivor Services Manager role:

Survivor Services provide a range of interventions that support the safety of Women and Children affected by Domestic Abuse. Namely, but not exclusively - the Survivors' Forum, The No Woman Turned Away project, the Dedicated Service for Professionals and the National Quality Standards assessment role.

The postholder will oversee the day-to-day delivery of Women's Aid Survivor Services, ensuring safe, high-quality and effective practice. This will involve taking responsibility for service planning, delivery, impact monitoring, budget management, quality assurance, and evaluation. They will manage a team of senior support workers and support workers, and may oversee bank staff, and volunteers in the future. The postholder will provide leadership across Women's Aid's survivor service projects and be responsible for safeguarding, practice support and quality assurance, alongside contributing to income generation and service development. Working closely with the Head of Policy and Survivor Services, the postholder will champion survivor voice across the organisation and builds partnerships that strengthen the organisation's impact, sustainability and influence.

Key duties and responsibilities of the Survivor Services Manager

• Responsible for safeguarding management and oversight/decision making in the need for emergency intervention.
• Develop and implement effective policies and procedures to ensure high-quality, best-practice service delivery in line with Women's Aid's NQS
• Oversee both the effective and timely allocation of referrals, and the management of the caseload, including assistance with casework and case holding as required.
• Support delivery and quality assurance of staff undertaking the assessment of member service applications within a national standards framework, ensuring the flow of work and supporting staff to maintain balanced workloads
• Contribute to on call shift cover to oversee paid staff and volunteers and to provide support when required.
• Act as practice relationship lead in developing and managing Women's Aid's survivor-support offer to corporate partners
• Ensure that survivor voice is consistently fed into the wider organisational function
• Supporting the Head of Policy and Survivor Services with the management of the organisation's Experts by Experience Group, including overseeing risks and continuous improvement of the service
• To ensure the safety and wellbeing of survivors sharing their stories on public platforms, following organisational safeguarding protocols at all times.

What we are looking for in our Survivor Services Manager

• Knowledge of safeguarding issues relating to working with domestic abuse survivors and children.
• Knowledge of the rights and options available to women and their children living with and fleeing domestic violence, including knowledge of relevant legislation.
• Knowledge of refuge provision and the range of services available for survivors and children affected by abuse provided across England and Wales.
• Experience of direct work with survivors and their children who have experience of domestic violence or other forms of abuse.
• Experience of managing staff /volunteers including recruitment, training, supervision, and performance management.
• Experience of maintaining effective systems for monitoring and evaluating advice service provision, including user feedback information.
• Experience of developing and implementing policies and procedures to set up new services or to ensure continuous improvement of existing services
• Considerable experience of the operational management of telephone and online advice/information/support services to the public
• Ability to lead and motivate a team to deliver high quality services.
• Ability to liaise and communicate effectively, assertively, and diplomatically with a wide range of audiences.

Benefits of joining us as our Survivor Services Manager

• Generous Annual Leave: 25 days + 2 Company Holidays + 8 UK Bank Holidays, with an extra 1 day per year after 1 year of service, up to a maximum of 5 additional days.
• Valuable Pension Benefits: a generous 7% employer contribution.
• Flexible Working: remote working, a generous TOIL scheme, and family-friendly policies

NB

• Women only need apply under schedule 9 (Part 1) of the Equality Act 2010
• All posts must be based in the UK.
• Women's Aid is committed to quality, equality, and valuing diversity. Applications are particularly welcome from Black and minoritised women. Please see the Reasonable Adjustments Statement on Job Description.
• Please read our Single Sex Statement on the Women's Aid Website