Bereavement Services Shift Manager

The On Demand Shift Manager provides operational leadership, clinical oversight and shift coordination for the On Demand bereavement support services which operate Mondays through Fridays 8am to 8pm. The role ensures that children, young people, and adults receive timely, safe and compassionate responses to bereavement needs through digital and on-demand channels.

In addition to line managing the On Demand Bereavement Specialists, the post holder also works on shift as part of the delivery rota to support the team directly, provide real-time guidance, and covers frontline services gaps. This blended role combines hands-on leadership, active service participation, and quality assurance, promoting excellent clinical standards, safeguarding practice, and a culture of learning and care. The post holder will work closely with the Head of On Demand Services to ensure that On Demand Services remain responsive, trauma-informed and aligned with best practice and organisational priorities.

Main Responsibilities

Leadership and Management

Lead and coordinate daily On Demand service operations to ensure timely and effective response to live support requests

Working closely with the other On Demand Shift Managers, manage team rotas, shift allocations, and cover arrangements to maintain consistent staffing and service continuity

Provide real-time oversight during active service hours, offering guidance on case complexity, prioritisation and risk management

Work on shift as part of service delivery to provide direct bereavement support, model best practice and ensure adequate cover during periods of high demand or staff absence

Ensure service efficiency through proactive communication, timely handovers, and smooth transitions between shifts

Support the Head of On Demand Services in monitoring resourcing, workflows and performance metrics

Offer live, on-shift supervision and mentorship to On Demand Bereavement Specialists, ensuring quality and consistency of interventions

Support staff in making safe, informed, and trauma-sensitive decisions in line with organisational safeguarding policies

Provide clinical leadership for the On Demand Bereavement Specialists on shift, offering case consultation and decision-making support particularly in high-risk, ethically complex or emotionally intense presentations

Hold clinical responsibility for the most complex service users on shift, supporting staff to formulate risk, decide on interventions, and coordinate onward referrals or emergency responses in line with organisational policies and processional codes of ethics

Model high standards of clinical thinking, boundaries and self-care, supporting staff and volunteers to manage vicarious trauma, moral distress and the emotional impact of working on an On Demand service

Facilitate reflective debriefing following challenging or traumatic cases to maintain staff wellbeing and service stability

Ensure all support aligns with the NICE (2004) Level 2 psychological intervention framework and current evidence-based practice

Foster a compassionate, psychologically safe team culture that prioritises practitioner wellbeing, resilience, vicarious trauma awareness and continuous learning from service delivery

Collaborate with the Head of On Demand Services on workforce planning, recruitment, induction and succession to maintain service resilience and capacity

Communication and Relationships

Communicate clearly and sensitively within the organisation and with external partners, including parents, carers and professionals across social care, education, health and mental health services (i.e. schools, social services, CAMHS, CMHTs and/or GPs)

Provide clear, supportive and trauma-informed communication to bereaved children, young people and adults during live shifts, adapting approach to age, crisis level and digital medium

Offer real-time guidance, debriefing and constructive feedback to On Demand Bereavement Specialists during shifts, promoting consistent standards and shared learning

Build collaborative relationships with internal teams and external stakeholders to support integrated care pathways

Communicate effectively with the Head of On Demand Services and senior leadership on shift incidents, risks, service pressures and quality improvements, escalating appropriately

Handle sensitive feedback, complaints and critical incidents with empathy, transparency and solution focus, maintaining trust with internal and external stakeholders

Adapt communication style and approach to suit the needs, preferences, and emotional states of children, young people and adults, including those with neurodiverse profiles or communication difficulties

Provide clear, compassionate explanations of support options, safeguarding procedures, and next steps to children, young people, adults and families

Maintain professional boundaries while fostering a safe and supportive environment for children, young people and adults

Respond to challenging or emotionally charged situations with sensitivity, professionalism, and a focus on empathy and support

Ensure accurate and timely documentation of communications and decisions in line with organisational policies and data protection regulations

Knowledge, training and experience

Assess and engage in interventions with children, young people and/or adults in accordance with best practice

Complete comprehensive psychosocial assessments which include assessments of risk and determining appropriate level of response/intervention

Deliver targeted pre/post bereavement support and interventions utilising a range of therapeutic and psychosocial techniques, working within level 2 of the NICE (2004) psychological framework

Advanced understanding of grief, loss, trauma, child development, and the psychological and social impact of bereavement on children, young people, families and adults

Apply sound clinical judgment and maintain professional accountability for practice in line with national standards, organisational policies, and personal relevant professional Code of Conduct

Maintain knowledge about current, evidence-based practice

To maintain a personal profile of professional development in accordance with professional requirements/governing bodies

Demonstrate knowledge of all relevant policies and procedures

Adhere to legislation and statutory guidance related to Safeguarding Children and Young People, Safeguarding Adults, and the Mental Capacity Act, providing advice and guidance to colleagues and partner agencies where appropriate

Participate actively in clinical supervision and reflective practice to ensure safe, ethical, and effective service delivery

Contribute to the development and sharing of knowledge within the team by supporting training, mentoring, and peer learning opportunities

Analytical and judgment skills

Strong ability to make rapid, sound clinical and safeguarding judgments during live shifts, assessing risk, prioritising cases and deciding on immediate interventions or escalations

Analyse real-time service data to optimise shift deployment, identify trends and recommend operational improvements

Alongside the Head of On Demand Services critically evaluate team performance, recordings, transcripts and audits to provide targeted service or staff development, mitigate practice drift and uphold clinical governance standards

Exercise exceptional professional judgment in assessing the emotional, psychological, and social needs of children, young people, and adults pre and post bereavement and in the delivery of immediate on demand support

Analyse complex information gathered through assessment, observation, and communication to identify individual needs, risks, and strengths

Recognise and manage situations that involve ambiguity, uncertainty, or emotional intensity, drawing on supervision and established frameworks for professional support

Apply a trauma-informed and developmentally appropriate lens to clinical decision-making, ensuring sensitivity to cultural, social, and contextual factors influencing grief

Contribute actively to meetings, clinical supervision, peer supervision, case discussions, and service reviews to plan, coordinate, and evaluate strategies of care and support

Ensure accurate, timely, and meaningful data recording and reporting to inform clinical practice, service evaluation, and organisational performance monitoring

Planning and organisational skills

Strong shift and staff coordination

Plan and organise work autonomously while engaging collaboratively with colleagues and volunteers to support coordinated care and seamless service delivery

Support in the organisation of comprehensive quality assurance processes including shift audits, case sampling, outcome tracking and compliance monitoring

Plan and deliver team training, drills and simulations for crisis scenarios, digital tool proficiency and new protocols, ensuring readiness for peaks in bereavement demand

Provide cover and support for On Demand Support Service staff during periods of absence or high demand

Maintain accurate, up-to-date documentation in accordance with confidentiality, data protection, and statutory requirements

Demonstrate self-awareness and reflective capacity, using supervision and peer support to sustain personal wellbeing and professional effectiveness

Contribute to the development of efficient . click apply for full job details