Community Housing Service Manager – SHAP

Closing date: May 20th, 2024

Job Title:

Service Manager

Responsible to:

Head of Community Housing

Responsible for:

SHAP Team (4 x Support Practitioners and 3 x Night Practitioners)

Hours of Work:

37.5 hrs per working as part of a rolling rota made up of earlies, lates and possible weekend shifts. 


YMCA Together Leeds Street – TBC

Salary and benefits:

  • £34,955 and possibility of 5% on call allowance
  •  35 days annual leave including bank holidays per annum
  • Paid Medicash support
  • Birthday day off
  • Charity day of your choice
  • Well-being Hours
  • Cycle To Work Scheme
  • Refer a Friend Scheme
  • Company Pension Scheme 4%
  • Funded Training Opportunities

Shortlisting and Interview Dates

Shortlisting 21st May 2024

Interview/Assessment day 28th May 2024

YMCA Together is a registered charity and company Limited by Guarantee. We were founded in 1846 and so we build on a long history of providing a place for people experiencing challenging times in their lives.

YMCA Together is a truly value driven organisation.

Our vision is that everyone should feel safe, understood, empowered and positive for their future. We meet our vision by working within our values of Strength, Humility, Respect, Empathy and Kindness. These SHREK values run through all that we do from recruitment to how we work alongside people in our services to our partnership approach with other providers.

Our clear vision and values come together to help us in our mission to inspire and support people to change their lives by instilling hope, valuing the person and maximising potential.

Job Purpose

This service will provide support to vulnerable young people (age 18-25) who are experiencing or are at risk of homelessness or rough sleeping with medium to high support needs. The support will be focused around facilitating recovery, self-development and preparing for independent living. The aim of the support is to ensure that young people are supported and empowered to make positive choices about their life and to develop the tools required to live a life free from homelessness. 


This role will be to support a Team whilst monitoring and allocating referrals and placements into the SHAP service. You will be the initial YMCA point of contact for SHAP and will be the point of contact between Housing options and support staff. You will work closely with stakeholders effectively managing referrals into accommodation preventing homelessness in the City. You will understand the principles around a Psychologically informed environment and approach and work to embed this with your team. You will work collaboratively with move on accommodation to ensure that a permanent home is secured for those that enter our service. 

Hours of Work

The post holder will be working shifts. initially, you will be expected to work 9-5 weekdays but this will change over time depending on the needs of the service and staff team. 

The service will offer 24-hour outreach support to enable us to respond and offer support and guidance. Your Outreach Team will be based within one of existing 24/7 services and will have the ability to visit throughout the night any SHAP home. This is in additional to the early evening, visiting support that they will provide. They will also provide telephone support, advice and call-out support if required 

Duties and responsibilities

  • Manage and allocate referrals into the service.  
  • Maintain excellent communication with YMCA Together Management team. 
  • Hold fortnightly team meeting. 
  • Lead on the delivery of a forward-thinking support service that proactively meets the needs of those that use the service. 
  • Identify any training needs within your team and address these alongside the L and D department. 
  • Lead on reflective practise or commit to the 6-month CAT training course to ensure that this can take place. 
  • Actively lead on managing the rota and ensuring that the service can fully operate while managing any staff absences/annual leave. 
  • Build excellent links with all housing providers and partner agencies and feedback any learning around this to your team. 
  • To compile and collate monthly reports on KPI’s. 
  • Ensure YMCA Together complies with contractual requirements.  
  • To make recommendations to the Head of Community Housing on the development of the service which involve any financial commitments or alterations to service delivery 
  • Attend and meaningfully contribute to weekly communication meetings with the Support Manager, submitting reports on request. 

Representing YMCA Together

  • Attend all meetings both internal and external.
  • Attend stakeholder days, forums and other external events.
  • Represent YMCA Together at regional and national level from time to time.
  • Develop relationships with partner agencies, referral agencies and all other stakeholders.

Line Management and HR responsibilities

  • Support and develop the capacity and motivation of the team to deliver an innovative and high-quality support and housing service.
  • Line manages 7 team members.
  • Collate data on the performance of the service and team and make recommendations to the Head of community Housing to ensure the service achieves its KPI’s
  • Allocation of Service Users to support workers to ensure the residents have the most appropriate support worker assigned.
  • Ensure the induction of new staff to the service.

Working with Service Users

  • Manage initial sign ups into service.
  • Allocate service users to support staff ensuring that everyone receives the relevant support.
  • Take on some case management when needed .

Health and Safety

  • Ensure the safety of yourselves and others on the premises in which you work.
  • Ensure that all staff follow the lone working protocol and use the correct devices.
  • To report, log and communicate all incidents to the appropriate people.
  • To adhere to all risk management protocols.


  • Develop trusting and secure working relationships with colleagues, sharing information and expertise, covering absence, and working together to deliver high quality services.
  • Maintain contacts with local statutory and voluntary agencies and organisations attending/ representing YMCA Together at relevant local community forums, seminars and conferences as required.
  • Contribute to the organisations formulation of policy and procedures
  • Attend and participate in team meetings to ensure good communications and liaison with colleagues.
  • Prepare for and attend supervision and appraisal sessions with the Support Manager taking direction as appropriate and contributing to the development of both you and the service.


  • Undertake own administrative services.
  • Uphold and develop YMCA Together Equal opportunities and Diversity policy of anti-discriminatory practices across all services.
  • Adhere to Protection from abuse policy.
  • Report and log all safeguarding incidents.
  • Observe and ensure compliance with the professional boundaries and data protection policy.

The post holder will be expected to carry out other duties consistent with the responsibilities of the post and may be requested from time to time, they will be expected to demonstrate flexibility in all areas of their work. They will be expected to carry out some out of hours duties such as emergencies and meetings called at short notice

Scope and limits of authority

Work within agreed policies recommending changes where necessary and co-operate with all other staff to ensure the best interests of YMCA Together are always a prime consideration.

Person Specification – Service Manager



  • Qualification or working experience in homelessness, mental health, or offending. 


  • Recognised management or training related qualification 



  • Experience of working with supporting people with multiple and complex needs who have experienced a period of homelessness. 
  • Experience of leadership and managing a team  


  • Experience of delivering training 
  • Experience of supervising staff 



  • Working knowledge of housing legislation, Health & Safety, protection of vulnerable adults, safeguarding,  
  • A comprehensive working knowledge of the latest best practice in: Risk Assessments, Creative support planning, Welfare Reform, Human Resource Management, Supporting complex needs 


  • Knowledge of day services
  • Working knowledge of health interventions
  • Knowledge of Trauma Informed Care 



  • Manage referrals and allocations into the service. 
  • Develop a high-quality person-centred approach to support.  
  • Develop the potential of individual staff via supervisions and appraisals to facilitate effective succession planning  
  • Must be computer literate in MS Word, MS Excel, MS office and have the ability to learn new software packages 

Behaviour/ Attributes


  • Develop a strong culture in accordance YMCA Together values 
  • Develop and sustain excellent working relationships with partners, the city council officers and commissioners. 
  • Develop and sustain sound working relationships with local people and local community groups. 
  • Enthusiastic, self-motivated, and passionate about their work 
  • Flexibility, adaptability and ability to work as part of a team. 
  • Work within the ethos and philosophy of the YMCA Together

If you would like to apply for this role please click here APPLY NOW

To download a copy of our application form, please click HERE

If you would like to apply not directly through the website, please email your completed application form to