Role Description

Location: Remote (Home-based with travel to UK events and monthly meetings in London)

Department: Support Services

Responsible to: Support Services Manager

Salary: £27,000 per annum

Contract Type: 18 month fixed term contract  

Hours: Full-time, 37 hours per week (Monday to Friday, 9:00 am – 5:00 pm, with occasional evenings and weekends for events/projects)

Holiday Entitlement: 25 days per year plus bank holidays

Benefits: Optional contributory pension plan, EAP and wellbeing days

Other: Training and supervision provided.

Start date: Immediate start and dependent on notice
periods

How to apply: Please email your CV and a covering letter (one side of A4) explaining your suitability and motivation for the role to info@musicsupport.org

The closing date for applications is Wednesday 5th March

About the job

Purpose of the role:

The Support Services Officer will deliver high-quality, proactive support to individuals in the music industry (and their family and friends) experiencing challenges with substance use, addiction and other behaviours and mental health. This includes managing a caseload, assessing risk, providing interventions and triaging complex cases for further support.

Key Responsibilities: 

1. Helpline and Case Management

• Manage daily helpline operations, responding to calls and emails.
• Conduct risk assessments and maintain a caseload of clients.
• Provide timely, accurate information and support.

2. Support Services, Group Facilitation and Counselling Service

• Organise and facilitate weekly online support groups.
• Deliver regular support calls, offering advice and signposting to external services.
• Manage the administration and coordination of the Music Support in-house counselling service.

3. Partnership and Stakeholder Management

• Manage partnerships, including external answering services.
• Represent Music Support at events, promoting services and raising awareness.

4. Monitoring, Reporting, and Compliance

• Maintain accurate client records and monitor service impact.
• Provide reports to senior management and stakeholders.
• Adhere to safeguarding protocols, GDPR, and confidentiality standards.

5. Professional Development and Collaboration

• Participate in supervision, team debriefs, and training.
• Stay updated on developments in family services, legislation, and best practices.
• Contribute to service development through feedback and collaboration.

6. Safeguarding and Operational Duties

• Stay informed on safeguarding policies and ensure compliance.
• Monitor and evaluate data to demonstrate impact and improve services.

Person Specification

Essential Skills and Experience:

• Music Industry Knowledge: Experience or strong understanding of the UK music industry.
• Substance Use Support: Experience as a keyworker with competence in recovery caseload management and brief interventions.
• Client Support & Risk Assessment: Skilled in person-centred interventions and risk assessment, including suicide and self-harm awareness.
• Safeguarding & Liaison: Knowledge of safeguarding practices and experience working with statutory and voluntary services.
• Communication: Strong verbal and written communication skills, with the ability to handle sensitive issues.
• Organisation & Self-Management: Highly organised, able to manage multiple projects, work independently, and meet deadlines.
• Technical Proficiency: Competent in MS Office and databases, with the ability to produce reports and presentations
• Flexibility & Teamwork: Adaptable and committed to continuous improvement, with excellent teamwork skills.
• Education: Degree-level qualification or equivalent experience demonstrating critical thinking and problem-solving.

Equal Opportunities

Music Support is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

Right to Work & DBS

Applicants must be eligible to work in the United Kingdom. Verification checks will be conducted during the interview process and a full DBS check on acceptance of offer.

Data Protection

Your personal data will be used by Music Support for the purpose of this recruitment exercise only.  This includes relevant staff/team managers and interviewers (who may include other relevant external colleagues).  We do not share your data with other third parties unless your application for employment is successful and we make you an offer of employment. We will then share your data with former employers to obtain references for you.

Music Support is a UK registered charity that provides help for those working in the UK music industry experiencing challenges with substance use, addiction and/or mental health. Find out more about what we do.

Registered Charity Number: 1170231