1. Dec 2014 – Present: Birmingham Inclusion Services Support Team Leader
 To provide appropriate support to ensure effective management of the
team and service
 To enable customers who face social exclusion access to services that will
meet their needs
 To ensure that service is meeting contractual requirements and staff is
working in conjunction with customers on achieving outcomes identified
 To ensure that services is working closely with the referring and partnership
agencies
 To contribute to the safety and wellbeing of all customers supported and of
staff managed
 To ensure that service is fully compliant with Safeguarding regulations
 To ensure that service is financially viable
 To ensure that service is meeting internal and external reporting
requirements within the deadlines
 The Team Leader will be required to work some irregular hours, which will
include evenings and weekends on occasion
 The Team Leader will be accountable to the Inclusion Services Manager, and
will take day-to-day responsibility for the effective management and
delivery of the service
 To ensure that service will maintain excellent communication with internal
and external stakeholders
 To ensure that service will be fully complaint with Midland Heart policies
and procedures
KEY RESPONSIBILITIES:
 To ensure the requirements of the contract and service specification are
met recorded and evidenced in line with contract and organisational
requirements
 To ensure each customer who is receiving the services have a risk
assessment, risk management plan and a support plan reviewed within
timescales agreed for the service.
 To carry out recruitment and selection of staff as required in line with
Midland Heart policy and procedure.
 To provide day to day supervision of eight support staff - including carrying
out formal supervision sessions on a monthly basis and annual appraisals.
 To ensure that support staff rotas are efficiently managed and that
adequate cover is available at all times in line with service specification.
 To ensure referrals are processed within appropriate timescales.
 To promote the service offered and develop professional relationships with
key stakeholders
 To ensure staff training is closely monitored and each member of staff has a
training matrix with key training identified.
 To ensure staff competencies are checked and where gaps are identified,
support and guidance is provided to staff.
 To monitor individual and team performance and address underperformance
where necessary.

2.  To interview potential customers, allocating support with regard to the
relevant policy, and selection criteria
 To monitor customer’s progress through their support plan on a regular
basis with focus on outcomes achieved.
 To deal with complaints in line with Midland Heart policy and procedure.
 To ensure that all safeguarding concerns are logged, investigated and
monitored.
 To ensure the safety of vulnerable adults and children in line with Midland
Heart’s Policies and Procedures.
 To support and engage customers in service delivery.
 To assist customer’s needs in line with the support detailed in the service
specification, service contracts and individual support plans.
 To ensure effective and appropriate management of Sickness & Absence in
line with Midland Heart policy and procedures.
DUTIES:
 To work in partnership with other Midland Heart services and external
agencies to deliver a quality service to customers
 To undertake day to day administration and prepare information for reports
as per line managers instructions – to include but not exclusively – duty logs,
OSKA and contact sheets
 To complete reports and feedback as and when required – to include but
not exhaustively – monthly reports, quarterly reports and KPI monitoring
 To ensure confidentiality is maintained and data protection followed as per
Midland Heart Policies and Procedures
 To participate in activities and customer involvement within the service as
directed by your line manager
 To adhere to all Midland Heart policies and procedure and ensure they are
read and understood
 To contribute to own individual development through an annual review and
learning plan
 To contribute to the training and development of other staff, and customers
 To attend all scheduled training, which may take place in a location other
than the service you are employed to work at
 To adhere to and manage Midland Hearts policies and procedures on
sickness absence
 To contribute to the continuous improvement of the service and
organisation
 To ensure compliance and quality is sustained in accordance of regulating
bodies e.g. Supporting People and Key Lines of Enquiry
 To adhere to Midland Hearts Code of Conduct
 To engage in external review processes where required
 Assist customers to access both internal and external support as required
and assist with referrals or signposting to other agencies
 To develop and implement good practice on tenancy sustainment work with
customers
 To attend external meetings as and when required as directed by your line
manager
 To report to the line manager any identified risks in relation to customers in
accordance with existing procedures.
 Dealing with any complaints made - ensuring they are dealt with in a
timely, accurate, appropriate and effective manner – as per policy and
procedure

3.  To manage the service within the set budgetary parameters
 To ensure that staff are providing and evidencing appropriate level of
support to customers.
 To ensure that Contractual Support hours are being delivered/recorded and
evidenced by support staff team
 Responsibility to ensure any concerns are reported which may include using
the whistle-blowing policy and procedure where appropriate
 Attend and contribute to all staff meetings held within the service
 Attend and contribute to regular supervisions with your line manager
 Develop and maintain professional relationships with customers, ensuring
boundaries are kept
 Develop professional relationships with key stakeholders and referral
agencies
 To be responsible for the health, safety and welfare of yourself and others
at work and to undertake the health and safety duties outlined in the
Midland Heart Health and Safety Policy and Procedures commensurate with
this position
 Contribute to the training and development of other staff
 Promote and uphold Midland Hearts policy on equal opportunities
 To comply with reasonable management requests
 To deputise for the Inclusion Service Manager as and when required
 To undertake other duties commensurate with the grading of the post as
may be required from time to time
 To provide out of hours cover through begin part of an on-call rota for
services