Key responsibilities Strategic Leadership & Service Development: Lead and strategically develop Family & Patient Support Services, aligning them with the hospices goals and broader palliative care and bereavement support trends. Collaborate with the Senior Leadership Team to set and deliver objectives that meet the hospices overall strategy. Ensure services are patient-centred, safe, and responsive, meeting the needs of patients, clients, carers, and families. Act as a member of the leadership team, contributing to cross-organisational planning, policy development, and decision-making. Promote integrated working with clinical and other hospice services, including Day Hospice and Hospice at Home. Operational Management: Ensure efficient day-to-day management of Family & Patient Support Services, including adherence to regulatory and safety standards (e.g., BACP, CQC). Lead on service audits to ensure compliance with quality and safety standards. Monitor performance through KPIs and regular service reviews to assess outcomes and service effectiveness. Collaborate with the Hospice Services Committee, Quality & Safety Sub-Committee, and the Safeguarding Sub-Committee, providing reports and ensuring action plans are implemented to drive continuous improvement. Develop, implement, and monitor robust referral systems, policies, and procedures, ensuring that services are delivered to a high standard and data is accurately recorded. Work closely with the Head of Clinical Services & Quality on statutory reporting to the Integrated Care Board (ICB) and NHS Quality Account. Oversee the bereavement service allocation process, ensuring appropriate case management and staff support. Manage budgets effectively, ensuring services operate within financial constraints and resources are used efficiently. Staff & Volunteer Leadership: Provide leadership, line management including people management processes, and professional support to a multidisciplinary team, including social workers, counsellors, pastoral volunteers, financial and welfare adviser, and befriending coordinator. Oversee staff and volunteer development, ensuring regular training, clinical supervision, and compliance with CPD and mandatory training. Ensure all members of the team maintain professional standards and are role models for excellent care. Lead on recruitment, development, and retention of staff and volunteers within the Family & Patient Support Services team. Clinical Governance & Safeguarding: Ensure all services comply with regulatory requirements and national guidelines, including those set by the Care Quality Commission (CQC) and the British Association for Counselling and Psychotherapy (BACP). Serve as the Safeguarding Lead alongside the Head of Clinical Services and Quality, ensuring effective safeguarding policies are in place and followed. Ensure robust clinical supervision is provided for the counselling team and that safeguarding procedures are adhered to across all services. Conduct regular data accuracy checks, ensuring reporting is precise and supports performance monitoring and quality assurance. Maintain responsibility for service user feedback, using it to inform service improvements. Report risks, issues and incidents promptly, ensuring mitigation plans are developed and implemented in line with hospice procedures and governance standards. Collaboration & Partnership: Build and maintain strong relationships with external agencies, including schools, social services, health professionals, and other charities. Represent the hospice and promote its services at local and national levels, ensuring effective collaboration with partners. Act as a subject matter expert in palliative care and bereavement support, advising and supporting colleagues in the multidisciplinary team (MDT). Data & Quality Management: Ensure accurate data collection, reporting, and evaluation for all Family & Patient Support Services, in line with internal and external requirements. Maintain and update service policies and procedures regularly, ensuring alignment with best practices and regulatory standards. Report risks, issues, and incidents promptly, ensuring mitigation plans are developed and implemented. General: Champion the vision, mission and values of KEMP Hospice internally and externally. Comply with all relevant charity and other legislation. Uphold KEMPs policies. Undertake other reasonable duties requested by the CEO.