Shift Manager - Children and Young People

Job Title: Shift Manager - Children and Young People

Reports to: Service Operations Manager

Location: Remote - Nationwide

Salary: Part time £27, 878

Part-time 28 hours per week (fixed term contract 12 months)

Closing date: Monday 19th May 2025

This position is fully remote and our working hours are between 12.00pm to 10pm and weekend working 6.00pm to 10.00pm

Kooth is a fast-growing business with a social purpose. Listed on the London Stock Exchange (LSE:KOO), our mission is to provide welcoming and effective digital mental health support.

Working in partnership with the NHS, we are already the UK’s largest digital mental health platform for young people aged 10-25. We use the collective insight from over one million hours of professional support we have provided to guide people to self-help, community support, and professional help that matches their wants, needs, and goals in life.

Role Objective

Responsible for managing the overall direct delivery of services by all the practitioners on shift overseeing and prioritising the service user flow, allocation of casework and practitioner activity,  and having  overall responsibility of resources and the rota.

Main Responsibilities:

Management & Leadership

• Lead and manage and have oversight of all Practitioners working on the platform.
• Managing service users flow while on shift to ensure effective and efficient service delivery.
• Direct and allocate the activity of the practitioners to ensure all service delivery priorities are met.
• Adjust practitioners duties during the shift to relevant tasks depending on service demand - for example drop in chats, risk assessments, message support, goals/buddying or journals.
• Management of the waiting list, having oversight of caseloads, prioritising service users and allocating effectively.
• Effective communication to all practitioners on the shift of their individual responsibilities and the shift priorities.
• Support practitioners with working with external services and sending welfare messages to service users where appropriate.
• Provide safeguarding advice, guidance and manage the triage to ensure risks are appropriately managed in a timely manner.

Resource management

• Ensuring all available staff are deployed appropriately prior to shift commencement, depending on daily service demand.
• Work closely with the Service Support Team to be aware of levels of daily staffing levels and adjust rota duties accordingly.
• To monitor and act, where necessary, in relation to shift challenges, which will include staffing shortfalls and fluctuations in service demand.
• Monitor and evaluate the quality control and effectiveness of online services provided by the teams to ensure adherence to company protocols, evidence-based practices, and ethical guidelines.

Service Developments

• Support the wider SD Management team to identify areas for improvement and make recommendations for service enhancements.
• Report on service level performance, identifying trends driving operational improvements where and when needed.
• Stay informed about the latest research, best practices, and technological advancements in digital behavioural health services. Contribute to the development and enhancement of company policies, procedures, and service delivery models where relevant.

Requirements

Essential

• A relevant professional qualification/degree such as social care, mental health nursing, counselling, social work, psychology or equivalent professional qualification; or qualified by experience in previous roles 
• Experienced in leading or managing teams in the field of Mental Health or other relevant adult services
• Excellent communication skills, a team player who will be an integral part of the Service Delivery management team
• Ability to demonstrate leadership skills within a team or project
• Knowledge and Training In Safeguarding & Child Protection 

Desirable

• A relevant professional mental health qualification and demonstrable experience
• Data literate; confidently analyse and use data in a meaningful way to map demand, resources, trends and areas for further improvement
• Ability to solve problems, manage complex problems and deal with critical situations in a calm and effective manner
• Safeguarding and risk management interventions training

Personal and Clinical Skills

• A willingness to learn and keep up to date with mental health research, issues and theories around psychological change
• A belief that clinical outcomes matter and have to be measured
• Exceptional time management skills, in addition to having the ability to communicate effectively with teams via online communication platforms
• Sensitivity and understanding of the social, environmental, and economic factors that impact people’s mental health
• Be resilient, empathetic, and mentally equipped to help people that may present in distress
• Ability to work as part of a team to build something really special in line with our mission statement
• A clear understanding of issues pertaining to equality, diversity, and inclusion and how an awareness of these informs your practice
• Experience and ability to work collaboratively across multi-disciplinary teams
• You are available for a minimum of 25 hours per week comprising 4, 6 or 8 -hour shifts per day - which are spread across afternoons, evenings, and weekends.
• The ability to work remotely with a good broadband connection installed in your home/place of work, a comfortable and safe home working setup, alongside a competent and confident use of technology.

Benefits

• Salary: £34,848 (full-time equivalent) p/a £27, 878 pro-rata part-time (dependant on level of qualification and experience)
• 12 month fixed term contract of employment: Part-time 28 hours (salary pro-rata)
• Set weekly rotas: Afternoon, evening and weekend shifts (4 and/or 6-hour shifts, or split shifts)
• Service times: Rota hours during hours: 12pm - 10pm (Mon - Fri), 4pm - 10pm (Sat - Sun)
• Tech: A Kooth laptop for you to comfortably work from home
• Annual leave: Generous annual leave package
• Clinical Supervision and in-house clinical support: all paid for and monthly
• Training: A full training programme to get you started
• Free CPD: Yearly professional training programmes structured around you
• Pension: Pension contributions
• LTIP: Eligible for the annual award of Long Term Incentive Plan (shares)
• Healthcare Package: Healthshield
• Wellness days
• Life Assurance (4x Salary)
• Group Income Protection - long-term sick insurance policy

At Kooth, we are committed to fostering an inclusive and diverse workplace that values and embraces the unique contributions of every individual. We believe in equal opportunities for all, regardless of race, colour, religion, gender, gender identity or expression or sexual orientation.

Our dedication to creating a fair and unbiased environment is reflected in all aspects of our recruitment, hiring, and employment practices. We strive to provide a work environment that is free from discrimination, where every employee is treated with respect and dignity.

Request for Reasonable Adjustments:

We are dedicated to providing reasonable adjustments to applicants and employees with disabilities or individuals who require accommodations to participate in the application process, interviews, or job-related tasks. If you require any reasonable adjustments to ensure your equal participation in our recruitment process, please inform our Human Resources team.

Your openness will allow us to work together to provide appropriate accommodations and ensure a fair and accessible application and employment experience for everyone.

Kooth plc is committed to our responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults . We are committed to recruiting candidates who share this commitment to safeguarding, and therefore we apply robust recruitment and selection procedures to ensure that the people selected are right for the job, and that all candidates are appropriately screened prior to appointment. This will include a DBS check.