Service Manager – Florence House

Closing date: June 3rd, 2024

Job Title:

Service Manager

Responsible to:

Director of Homeless Services  

Responsible for:

Florence House Liverpool 

Hours of Work:

37.5 hrs per week (flexible working hours can be agreed)


YMCA Together – Florence House

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 4th June 2024

Interview/Assessment day 7th June 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

The Hostel Manager is responsible for the effective operational management of the Florence House service. The post holder will line manage the Support Staff. Working closely in a team with the Director of Homeless Services,  and wider operational leadership and the post holder will provide day to day management and assist in the development of the services. 

Hours of Work

The post holder will be working primarily between the hours of 9am and 5pm, with the occasional requirement to work flexible hours as appropriate to the post including some weekends and evenings as part of the 24/7 rota and to be on call out of hours. 

Duties and responsibilities

  • Ensure residents receive flexible, person centred support informed by Cognitive Analytical Approach (CAT) and reflective practice. 
  • Manage the day to day running of the hostels utilising “The Flexible Hostel Approach” 
  • Maintain excellent communication with YMCA Management team 
  • To Maintain the quality standard of the buildings ensuring all Health & Safety compliance is in place and repairs and maintenance are completed 
  • To supervise, support and direct your staff to make appropriate and informed decisions around our clients support and accommodation 
  • To compile and collate monthly reports on KPI’s 
  • To give informed opinions and make recommendations regarding support, housing and HR issues that impact on the service, residents and staff team. 
  • To make recommendations to the Director of Homeless Services 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 Director of Homeless Services and OLT, submitting reports on request 

Representing YMCA Together

  • Attend all meetings both internal and external.
  • Attend stakeholder days, forums and other external events.
  • 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.
  • Monitor the team’s contribution to the collection of rents and ensuring compliance of staff with the HB application process and complex HB claims 
  • Collate data on the performance of the service and team and make recommendations to the Director of Homeless Services to ensure the service achieves its KPI’s 
  • Allocation of residents to support workers to ensure the residents have the most appropriate support worker assigned 
  • Organise the staff rota and cover for the service and keep records of sickness, toil, rotas and annual leave ensuring the continuity of support for residents 
  • Monitor, collate and audit support workers weekly folders, achievement records, risk management plans, support plans, support contracts, CAT plans, Outcome Stars, room checks, and outcomes to ensure all are reflecting the delivery of high quality consistent support across the service. 
  • Set individual objectives with the team in negotiation with the Director of Homeless Services and team members 
  • Identify training needs and requirements for individuals to ensure successful delivery of the programme 
  • Assist the Director of Homeless Services to manage disciplinary and grievance procedures when necessary 
  • Ensure the induction of new staff to the service 

Working with Residents

  • Encourage involvement and participation from residents in the development, running and shaping of the service 
  • Hear appeal cases, complaints and complaints from the public as required 

Health and Safety

  • Liaise with emergency services 
  • Ensure at all time the safety of yourselves and others on the premises in which you work 
  • Ensure the buildings meet legislation requirements 
  • Ensuring that you embed and adhere to organisational Health & Safety policies and procedures within your service delivery 


  • 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



  • A degree level qualification or equivalent in a relevant discipline or a significant level of experience 


  • Housing, 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 operational HR matters such as Supervising Staff/recruitment/ selection/ induction of employees and volunteers
  • Must be financial literate
  • Experience of handling grievances, disciplinary, supervisions and appraisals  


  • Experience of delivering training 
  • Experience of supervising staff 



  • Working knowledge of housing legislation, HMO requirements, 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 cognitive Analytic Therapy (CAT) framework or Trauma Informed Care 



  • Manage the day to day running of the hostels and the issues arising from a 24/7 service 365 days a year 
  • Assist with the management and development of a team through sound recruitment, selection, induction procedures for new employees and volunteers 
  • Develop a high quality person centred approach
  • 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 
  • To be an exemplary professional displaying Strength, Humility, respect, empathy and kindness in day to day working relationships. 
  • 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

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