Support & Recovery Manager (Specific-Purpose Contract)

Operational Leadership

• Support the execution of SDVS strategic and operational plans, with a particular focus on future service development and sustainability.
• Provide leadership, direction and operational management of safe refuge services, ensuring a cohesive and integrated approach across all SDVS pillars and locations.
• Develop, implement and review operational policies, procedures and plans to ensure safe, high-quality, survivor-centred services grounded in trauma informed and recovery-focused practice.
• Lead strategic planning in conjunction with the Executive Leadership Team, ensuring services respond effectively to the evolving needs of survivors.
• Develop and implement effective risk management, safeguarding, crisis response and escalation processes across refuge services.
• Ensure refuge buildings and environments are trauma-informed, safe, welcoming and conducive to recovery for women and children.
• Promote a culture of continuous improvement, using data, audits, feedback, incidents, complaints and service-user experience to strengthen service delivery and practice.

Governance, Compliance & Risk Management

• Oversee, under the direction of the Director of Services, compliance with AHBRA Approved Housing Body Standards and relevant housing requirements.
• Implement systems and processes that support compliance with Charity Regulator requirements and ensure SDVS achieves its charitable objectives in an effective, efficient, accountable and transparent manner.
• Ensure compliance with GDPR, Health & Safety, Children First, the Domestic Violence Act 2018 and other relevant legislative and regulatory requirements.
• Monitor refuge operations, identifying and addressing areas of risk, non-compliance or service improvement.
• Ensure learning from incidents, complaints, audits, inspections and reviews is translated into appropriate improvements in policy, practice, training and service delivery.

Staff Leadership, Management & Development

• Lead and strengthen the refuge leadership team, fostering cohesive, resilient and high-performing teams across all locations.
• Provide guidance, mentorship and strategic direction, promoting a culture of collaboration, accountability, professional development and continuous improvement.
• Provide direct line management and support to Refuge Coordinators, ensuring consistent leadership and high-quality service delivery across locations.
• Oversee staff recruitment, performance management, professional development and training, in partnership with HR.
• Ensure staff receive appropriate training in domestic violence, trauma informed practice, child protection, safeguarding, risk assessment, case management and related areas.
• Promote a positive, supportive and trauma-informed workplace culture that prioritises staff wellbeing and professional growth.

Service Delivery & Survivor Support

• Ensure refuges provide safe, supportive, confidential and high-quality services for women and children.
• Oversee risk assessment, safety planning, case management and safeguarding processes to ensure best-practice interventions.
• Ensure services are culturally inclusive and accessible, with appropriate support for marginalised groups, including survivors with disabilities, migrant women and LGBTQ+ individuals.
• Maintain oversight of service standards and ensure delivery is consistent with organisational policies, best practice and a recovery-focused model of practice.
• Ensure the safety, dignity, rights, empowerment and individual needs of victims and survivors remain central to service delivery.

Operational Systems, Data & Reporting

• Provide strategic oversight of ESafe, CRM and other internal information systems, ensuring they are fit for purpose and consistently used across refuge services.
• Ensure accurate, timely and appropriate data entry, case recording, incident reporting and service activity recording.
• Develop and maintain effective reporting processes to support operational oversight, performance management, governance, funding requirements and organisational decision-making.
• Monitor data quality, confidentiality and GDPR compliance, identifying trends, gaps and areas requiring improvement.
• Provide regular operational and performance reports to the Director of Services and Executive Leadership Team as required.
• Use data, trends, feedback and performance information to inform service development, risk reduction and workforce planning.

Property, Procurement & Resource Management

• Provide operational oversight of refuge buildings, facilities, equipment, maintenance and housekeeping services, ensuring they are safe, functional, well-maintained and compliant with relevant requirements.
• Oversee maintenance and housekeeping arrangements, including service standards, staffing, performance, preventative maintenance and the timely resolution of urgent or emergency issues.
• Ensure refuge environments maintain high standards of cleanliness, hygiene, safety and dignity and are managed in a trauma-informed manner.
• Oversee the procurement of goods, services, equipment and supplies required for refuge operations, in accordance with SDVS procurement procedures, delegated authority and funder requirements.
• Ensure procurement provides appropriate value for money, quality, transparency and accountability and is aligned with approved budgets and organisational priorities.
• Develop and maintain effective supplier relationships and escalate concerns relating to quality, contractual, safeguarding, health and safety or service delivery standards.
• As directed by the Executive Leadership Team, oversee Refuge service budgets and ensure effective financial planning and compliance with contractual and funding requirements, including CUAN funding agreements.

On-Call, Critical Incidents & Operational Escalation

• Lead and oversee the SDVS On-Call Service, ensuring a robust, consistent and responsive out-of-hours support structure.
• Develop and maintain appropriate On-Call arrangements, escalation pathways, communication protocols and staff rotas.
• Provide senior management oversight and direction in response to complex incidents, safeguarding concerns, serious complaints, significant maintenance issues, staffing matters or other operational risks.
• Ensure appropriate procedures are in place for emergency response, incident management, risk escalation and management notification.
• Lead or coordinate post-incident reviews following significant or critical incidents, ensuring learning is identified and appropriate actions are implemented.
• Ensure appropriate recording, follow-up, debriefing and staff support following critical incidents, in partnership with HR and relevant senior staff.

Partnership & Advocacy

• Build and maintain effective relationships with Tusla, An Garda Síochána, Local Authorities, Housing Bodies, the Courts Service and community organisations to strengthen support for victims and survivors.
• Represent SDVS in multi-agency forums, networks and policy discussions as agreed by the Director of Services.
• Advocate for increased housing, legal protections and appropriate services for victims and survivors of domestic violence and abuse.
• Identify opportunities for partnership working and service development that enhance outcomes for survivors and support the strategic objectives of SDVS.

Funding & Resource Development

• Identify and contribute to funding opportunities that support service development and sustainability, as agreed with the Director of Services.
• Ensure compliance with contractual, financial and funder requirements and maintain accurate records, reports and data to support monitoring, evaluation and accountability.