Support Team Lead
Role: Support Team Lead
Responsible To: Head of Operations & Events
Hours: 30 hours (0.8 FTE)
Location: Remote, with in-person Team Days four to six times a year
Pay Band: Band 4 [£35,200 to £41,179 per annum FTE]
Key Contacts: Head of Operations & Events, Communications Officer, Outreach Officer, Family Support Officers, Project Engagement Coordinator, Family Support Executive
Responsible For: Family Support Officers, Outreach Officer, Project Engagement Coordinator
Closing Date: 9am, Monday 7th July 2025
Main Purpose of the Role:
To lead the Support Team to provide emotional and practical support to families and individuals living with Duchenne muscular dystrophy. It includes leading the support team to provide 1-2-1 and group support provided in person or virtually, and creating and growing support networks for the wider Duchenne community which includes Duchenne parents/caregivers; young people and adults living with Duchenne; extended family and friends; and professionals in environments such as schools, local authorities and clinics.
Specific Tasks:
The focus areas and key deliverables of this role are as follows:
- Develop a clear process for identifying case loads and capacity for the Support Team.
- Identify opportunities, alongside the team, for cross team working – including residentials; family events; Science Educations workshops with regional meetups and education visits to schools and local authorities.
- Obtain, decipher and provide training to the Support Team on new updates relevant to Duchenne families, such as DLA, EHCP and more.
- Work closely with your team, to ensure that each family receives the best support possible, and that long-term support is provided.
- Lead on the development and delivery of monthly reporting of engagement and support contact, which will feed into the wider All Through Support journey.
- To work with the Head of Operations and Events to contribute to Agenda topics and speakers from the community; assign roles for the conference to the Support Team.
- Establish a database for external stakeholders also supporting those living with Duchenne on a national basis, fed in to from the Support Team.
- To develop a triaging and caseload process for the Support Team, and how best to regularly monitor this.
- Be involved in the recruitment, selection, and induction of volunteers appropriate to your area of work.
- To maintain the contact database, keeping it up to date and accurate.
- Coordinate cover for the Support Team when there is sickness or leave.
NB This is not an exhaustive list, the role holder will be asked to carry out additional tasks as required for the Team’s successful service delivery. Such tasks will always be reasonable and broadly in line with current knowledge levels and skill sets.
Person Specification Criteria (essential, except those noted specifically as desirable)
Education and Qualifications
- Experience leading a team (either through line management or mentoring)
Knowledge and Experience
- A proven track record of providing support to those in need in a professional setting.
- Experience of safeguarding reporting.
- Experience of reporting on services and development of monitoring dashboards.
- Knowledge of current legislation around either accessibility, equal opportunities, Disability Living Allowance, or Education Health Care Plan.
- Knowledge of networks and signposting for those living with a life-limiting condition.
- An understanding of and commitment to Equal Opportunities and the ability to promote this in the day-to-day work of the post.
- Experience working in the health sector or at a patient-led charity. [Desirable]
- Experience of a CRM system. [Desirable]
Skills and Aptitude
- Passionate about improving the lives of young people, adults and their families living with Duchenne.
- Ability to communicate effectively, both in writing and verbally.
- Excellent organisational and time management skills, ability to work as part of a team and work on own initiative and to deadlines.
- Ability to be assertive but also have empathy and the ability to be sensitive with the families and young adults we support.
- Interest in networking and continued learning about new areas of support for those living with Duchenne.
To apply for the position of Support Team Lead, please complete our online application form.
