Support Co-ordinator

The role focuses on case management, mentor support, and quality assurance, ensuring that participants receive appropriate, goal-focused support that promotes independence and wellbeing.

Key Responsibilities

1. Client Support & Outcomes

• Support service users with diverse needs to achieve personal goals and promote independence
• Develop structured, person-centred support plans
• Monitor progress and adjust support where needed

2. Case Management & Allocation

• Manage allocation of mentors to mentees based on needs and suitability
• Oversee mentor caseloads to ensure balance and effectiveness
• Ensure accurate and up-to-date case records are maintained

3. Risk Assessment & Safeguarding

• Ensure effective triage of new service users, including risk assessments
• Maintain oversight of safeguarding practices within mentoring relationships
• Escalate concerns appropriately in line with organisational policies
• Support implementation of safeguarding training for mentors

4. Mentor Support & Development

• Provide guidance and oversight to mentors delivering support
• Monitor mentor performance against KPIs and expectations
• Ensure mentors have the tools, training, and resources needed
• Support ongoing development and confidence of mentors

5. Quality Assurance

• Review mentoring support to ensure it is effective, consistent, and appropriate
• Monitor quality of interactions and outcomes for service users
• Ensure client notes and reports are completed accurately and on time

6. Partnership & External Liaison

• Liaise with relevant service providers, agencies, or support networks where appropriate
• Support coordinated care or referrals for service users with additional needs

7. Team Collaboration

• Work closely with the COO, and other coordinators to ensure effective service delivery
• Contribute to the development and improvement of mentoring services
• Support a collaborative and inclusive team environment

8. Inclusion & Accessibility

• Ensure all support is inclusive and responsive to individual needs
• Work effectively with a diverse team, including individuals with and without disabilities
• Promote equality, dignity, and respect in all interactions

Time Commitment

• Average weekly hours: 5–8 hours
• Flexibility: Additional time may be required for complex cases or training activities
• Minimum commitment: 12 months preferred

Key Skills & Experience

• Experience in support work, mentoring, case management, or similar roles
• Strong organisational and record-keeping skills
• Ability to assess needs and manage risk appropriately
• Good communication and interpersonal skills
• Understanding of safeguarding principles (essential)
• Experience working with disabled individuals or diverse needs (desirable)

Values & Attributes

• Compassionate and person-centred approach
• Strong sense of responsibility and accountability
• Detail-oriented and organised
• Calm, professional, and solution-focused
• Committed to inclusion and empowerment

Reporting & Relationships

• Reports to: COO
• Works closely with: Service Coordinator, CEO, mentors, and volunteers
• Supports: Mentors and service users directly