Service Manager – Recovery Services

Closing date: June 6th, 2024

Job Title:

Service Manager

Responsible to:

Director of Regulatory Services  

Responsible for:

Rise Rehab and Prehab services in Liverpool 

Hours of Work:

37.5 hrs per week, 9am-5pm some earlies and lates necessary for the role


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 6th June 2024

Interview/Assessment day 11th 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

RISE – Recover, Inspire, Support, Empower is part of a recovery pathway for the city of Liverpool. We work in partnership with New Start to deliver a female only harm reduction service, rehab and  step down service. This role is Service Manager for the rehab element. RISE is a 33 bed residential rehab for people wanting to become abstinent from drugs and/or alcohol. The service is rated outstanding by CQC. The service offers a fully integrated model incorporating elements of pre-engagement, a treatment programme and ongoing support, in a supported housing setting, 24 hours a day, seven days a week, and 365 days a year. We ensure that every service we deliver is psychologically informed and underpinned by Cognitive Analytical Therapy offering a wide range of support and assistance that empowers and enables people to have a range of choices and create positive, sustainable futures for themselves. 

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

  • Manage the day to day running of the service 
  • Ensuring Compliance to CQC regulations 
  • Support and supervise the staff team 
  • To support the Therapists and Practitioners to deliver their interventions in a genuine psychologically informed environment. 
  • Maintain excellent communication with Operational and Strategic Leadership teams 

The specific areas of responsibility are set out below. These are subject to regular review in order to meet the changing needs of the organisation and the environment in which it operates. 

Managing service delivery and performance

  • Ensuring that the voices of service users are consistently sought and used to shape service delivery 
  • Ensure implementation our quality management system so that internal and external standards and reporting requirements are met and external quality marks are maintained. 
  •  Acting as an expert ‘trouble-shooter’, providing expert guidance and leadership in relation to complex operational crisis and safeguarding situations involving potential operational, legal and reputational risk to survivors and to the organisation.  
  • Delivering required performance to all contracts ensuring adherence and positioning for successful retendering. 
  • Managing commissioner relationships including identifying risks, assessing and responding to changing requirements by effective negotiation and ensuring performance to contracts is met. 
  • Lead on the management of health, safety and security in operations.  
  • Acting as the expert lead for organisation on operational activities including where required acting as an advisor with external organisations, policy and focus groups.  
  • Contributing to the strategy of operations and YMCA including facilitating consultation with staff at the service to ensure effective business planning.  
  • Overseeing all activities through local engagement strategy liaising with development, fundraising and services and agreeing fundraising activities for operations. 
  • Overseeing budgets and advising Director of Finance of exceptions and remedial actions  
  • Developing the expertise and skills of the workforce in alignment with new, evolving and existing models of provision.  

Line Management and HR responsibilities

  • Support and develop the capacity and motivation of the team to deliver an innovative and high quality support approach 
  • 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 support team and make recommendations to the Director of Community Services to ensure the service achieve its KPI’s 
  • Allocation of individuals to Empowerment Practitioners  to ensure the most appropriate case worker assigned 
  • Organise the staff rota and cover for the programme and keep records of sickness, TOIL, rotas and annual leave ensuring the continuity of support for individuals 
  • Monitor and collate Recovery Practitioners weekly reports, achievement records, risk management plans, support plans, support contracts, accommodation checks, and outcomes to ensure all are reflecting the delivery of high quality consistent support. 
  • Set individual objectives with the team in negotiation with the Director of Community Services and team members 
  • Identify goals, training needs and requirements for individuals to ensure successful delivery of the service 
  • Assist the Director of Community Services to manage disciplinary and grievance procedures when necessary 
  • Assist with the induction of new staff to the service 

Managing Self

  • Promoting and supporting equality and empowerment which underpin our work
  • Work within our values and behaviour requirements 
  • Develop and maintaining positive, collaborative working relationships with all our staff and externally 
  • Adhere to and co-operate with all our policies and procedures  

Working with Residents

  • Encourage involvement and participation from service users in the development, running and shaping of the service 
  • Ensure service users receive first night packs, receive an induction and have the support of a buddy/peer mentor 
  • Hear appeal cases, internal and external complaints 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 all Risk Management protocols are in place and reviewed regularly  
  • Ensure all staff adhere to all service user checks, handover and Incident process 
  • Ensuring that you embed and adhere to organisational Health & Safety policies and procedures within your service delivery 


  • Attend and participate in regular team meetings to ensure good communication. 
  • Contribute to the formulation of policy and procedures in relation to support services. 
  • Develop excellent and robust relationships, protocols, contacts and service level agreements with referring agencies, statutory services and wider stakeholder 


  • To have a flexible and positive attitude to all team members. 
  • To be committed to learning both as an individual and as part of a team. 
  • Undertake own administrative services and report writing. 
  • Prioritise work load  
  • To work to agreed individual, team and organisational objectives and to work towards the organisations performance targets. 
  • Sharing information and expertise with colleagues, covering absence and working together to deliver a high quality service. 

The post holder will be required to have contact with a variety of people during the course of their work. The context of this contact will vary from formal ‘Key working’ to informal networking and relationship building with the Local Authority and other relevant agencies. 

It is recognised that the association is operating in a dynamic environment and as such this job description may be varied in consultation with the post holder to reflect evolving needs of the business and changing nature of the job 

Person Specification – Service Manager



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


  • Holds RM status with CQC 



  • Demonstrable experience of managing support services ideally within in a psychologically informed framework. 
  • Experience of managing complex and challenging safeguarding issues 
  • Demonstrable experience of monitoring and auditing service quality and performance management. 
  • Experience of working within a multi-disciplinary environment or partnership working. 
  • A track record of effective communication at all levels to differing audiences. 
  • Extensive experience of sensitively assessing and responding to the needs of vulnerable people 
  • Experience of  operational HR matters such as recruitment/ selection/ induction of employees and volunteers 
  • Proven ability to manage budgets 
  • Experience of preparing and presenting reports to Senior Leadership and Board of Trustees 


  • Demonstrable experience of running a large, diverse business unit or department 
  • Demonstrable experience of managing more than one service



  • Working knowledge of Health & Safety issues within a recovery setting. 
  • A clear understanding and specific knowledge of the issues people in recovery face 
  • A deep understanding of substance misuse issues and therapeutic approach to service delivery. 


  • Knowledge of the Cognitive Analytical  Therapy (CAT) framework 
  • Knowledge of health intervention and harm reduction 



  • Manage the day to day running of the service  and the issues arising from a 24/7 service 365 days a year.  
  • An ability to think strategically and translate strategies into achievable goals. 
  • Strong leadership and teambuilding skills. Able to manage, motivate, and inspire a team to achieve business objectives and targets.  
  • Strong organisational skills, agile and adept at meeting changing priorities whilst ensuring long term outcomes achieved. 
  • An ability to represent and advocate on behalf of the organisation 
  • Good presentation skills and an ability to speak effectively and persuasively to a wide range of audiences. 
  • Effective negotiation skills to achieve desired outcomes for all parties. 
  • Committed to deliver outstanding outcomes and provide strong leadership to the service users and the staff teams.


  • A proven ability to manage risk and recognise potential impact of decisions across all sections of the organisation. 

Behaviour/ Attributes


  • Highly committed to improving the lives of people in recovery 
  • Committed to personal development and able to identify own personal development needs. 
  • Friendly personality with a good sense of humour.  
  • Ability to work within/ have a commitment to our ethos, philosophy and SHREK values (Strength, Humility, respect, empathy & kindness) 
  • Energetic, dynamic and self motivated, with a reputation for being held in high regard by peers and the ability to contribute to quality team work. 
  • Ability to self reflect and be self aware

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