Support Services Manager

Summary of the role:
As Support Services Manager you will be a key member of the Senior Management Team reporting to
the Manager – CEO. You will be responsible for the delivery and development of Drogheda Women &
Children’s Refuge services, supporting and empowering women and children experiencing domestic
The purpose of the role is to manage the refuge services and its staff team for Drogheda Women &
Children’s Refuge and Support & Outreach Services in line with the organisation’s vision, mission and
core values.
The Refuge provides a broad range of services which include the provision of emergency refuge
accommodation to women and children leaving their homes as a result of domestic violence and
women who find themselves for various reasons; a listening ear through a 24-hour Helpline over 7
days a week; Outreach and Court accompaniment service; Aftercare support and Transitional house.
As a crisis and advice support service it is a busy and challenging environment. The role of the Support
Services Manager is to manage both staff and the services provided by the refuge and through working
with external agencies to ensure women and children’s needs are met effectively and appropriately
in a timely fashion.
In addition, as Support Services Manager you will have responsibility to co-ordinate the on-call process
for the refuge and be a member of the On Call Team. Payment for this is separate to the core salary.
The position is full-time and dependent on annual funding. The hours are 39-hours per week. The
salary will be dependent on skills and experience in line with the NGO Sector. Drogheda Women &
Children’s Refuge require flexibility around the role; the successful candidate will be asked to work
unsociable hours from time to time.
Location: Drogheda County Louth
Duties & Responsibilities
SERVICE USERS: 1. To lead Core & CE Support & Outreach teams, to deliver
quality services to best practice standards and ensure
standards are being met within the relevant timeframes.
2. To oversee and manage all support initiatives for women
using our services, including case management,
assessments, advocacy and accompaniment of service
3. To ensure that the highest standard of professional
support is always maintained with women and children.
4. To ensure appropriate service evaluation procedures are
in place with a view to introducing continuous
improvements and developments in services offered,
especially the quality of support for service users. STAFF
1. To oversee Support & Outreach work allocations including
collation of Support & Outreach staff rotas.
2. To be responsible for the supervision and support of the
Refuge & Outreach Team members to carry out their role.
3. To assess the performance of staff at regular intervals and
perform annual staff appraisal for each staff member in
refuge, with a view to developing all staff to reach their
full potential and perform as valued and key contributors
in the operation of the Refuge.
4. To ensure that staff receive appropriate on-going training,
while providing adequate cover.
5. To participate supervision and support sessions with your
line Manager and attend relevant training to the position.
6. To ensure that the work of the Team adheres to the
requirements of relevant legislation and internal policy
procedures and to manage and oversee this at team level
e.g., GDPR, Complaints Policy and Health and Safety
1. To promote good communication and teamwork amongst
staff including the facilitation of team meetings and other
communication tools.
2. To work in collaboration with other Members of the
senior Management team, including the Manager, Office
Manager & Childcare Manager.
3. To undertake on call duties as part of the on call team to
support refuge out of hours
1. To represent the work and ethos of DW&CR in a
professional and ethical manner at all times in line with
the organisation’s strategic goals, vision, mission and
2. To represent the Refuge & Outreach Team as and when
required externally and work collaboratively with relevant
agencies and fora.
3. To network and develop formal links with local service
providers relevant to clients’ situations including, gardai,
schools, housing authorities, social welfare, women’s
groups, social work, hospitals, etc
RECORDING / REPORTING 1. To set clear guidelines on the standards and management
of written and electronic records for all Refuge staff and to
audit these regularly.
2. To ensure the timely submission of written and verbal
reports to the manager as required, including statistical
and financial analysis.
AWARENESS & TRAINING 3. To create community awareness and raise consciousness
regarding the issue of Domestic Violence and best
practices in combating it.
4. Coordinate the development of Domestic Violence
training programmes
5. To coordinate the delivery of awareness raising &
domestic violence programmeREVIEW & PLANNING 1. To work closely with Senior Management Team and
Manager around operational and strategic planning
including HR, Health and Safety, Accommodation (relating
to accommodation based services), Information Systems
and Finance
Health & Safety 2. To work in collaboration with the Health & Safety
Committee to oversee and ensure all Health & Safety
regulations are adhered to and environment is
maintained for all service users, staff, volunteers and
visitors to DW&CR
3. To ensure that the Children First Guidelines and DW&CR
Child Protection and Welfare Policy are adhered to and
understood by all staff and that the Service is friendly,
safe and child centred working with the DLP in this regard
Management 1. To assume management duties as part of your role as
SMT, when the manager is unavailable
2. To perform such other duties appropriate to the office as
may be assigned from time to time by the manager as a
member of the SMT
Essential Knowledge, Skills & Experience Required:
 BA in applied social studies e.g., social care or social studies and/or must be working in the
Social Sector for more than 5 years
 To have at least 3 years’ experience of working with victims of domestic abuse.
 Be aware and have knowledge of current legislation and key policy documents relevant to
domestic abuse and possess a deep understanding of the dynamics and impact of domestic
violence and abuse
 Thorough knowledge of procedures and practices relating to the Safeguarding of Children
and Young People.
 Understanding of and capacity to work in a non-judgemental manner and a commitment to
gender equality and human rights of women, children, and young people
 Demonstrable experience of supervising and supporting staff, students, trainees in your role
working with adults/ children and young people.
 Experience of working in a support service for people with complex needs/Experience of
working in supported residential services.
 Experience of crisis management.
 Ability to manage, support and motivate staff, and to delegate responsibility appropriately,
including the prioritisation of case load safely and sensitively and supporting staff to do this
 Experience working in team settings and on own initiative, have strong self- motivation, be
reliable and flexible in work practices as well as being a strong team leader
 Ability to assess the needs and risks to women experiencing domestic abuse in crisis
situations and act appropriately and professionally, using problem solving processes that
meet the needs of women experiencing domestic violence and supporting staff to do this
 Demonstrable Experience of interagency working and joint service provision, working with
relevant agencies to advocate on behalf of women and children in refuge  Excellent verbal and written communication skills including recording of data and report
writing for funders, development of work plans plus ability to communicate effectively with
staff in relation to the work of the organisation
 Excellent organisational skills and the ability to manage a varied workload with structured
 Excellent computer skills and experience of using central management systems (CMS) for
data collection
 Willingness to participate in appropriate training as required and continuous professional
development in line with the expectations of the Support Services Manager Role This job
description is intended as a summary of the primary responsibilities of and qualifications for
this position.
The job description is not intended as inclusive of all duties an individual in this position might be
asked to perform that may be required either now or in the future.
Salary: €44,063.00 (2017 HSE salary scale for Social Care Leader Point 1)
This position is full time and funded by Tusla, the Child and Family Agency Number of Hours 39 hours
per week Monday to Friday (flexible working may be required outside of normal working hours)
Annual Leave: 23 days per year (+ 2 Concession days)
On Call: One Week in Four, dependent of On Call workers (a separate additional payment is paid for
this role)-this work will form part of your core contract
Application Process The application is by application form only. Please contact to request an application form.
Completed forms can be sent for the attention of the Manager to
Closing Date for applications is: 4pm Friday June 18th 2021
Interviews will take place on the week beginning June 28th. Only shortlisted candidates will be
contacted. It is expected that this position will begin in July 2021.
Please note any offer of a position is subject to Garda Clearance. Drogheda Women & Children’s
Refuge CLG is an equal opportunities employer.



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