Music Support – Advice And Information Manager (UK)

Music Support is a UK registered charity that provides help for those working in the UK music industry, and roles supporting the UK music industry, who are affected by mental ill-health and/or addiction. Founded in 2016 by people from within the music industry with lived experienced of those conditions, Music Support provides peer-led support via a phone helpline, education, and training such as “Mental Health First Aid”, tech-based initiatives such as the Thrive mental health and wellbeing app, signposting to a network of vetted and accredited professionals, and crisis support.

Purpose and scope of the role

To provide high-quality proactive responses to enquiries from industry peers, or their families and friends, affected by mental ill-health and/or addiction, that is: compassionate, impartial, evidence based, accessible and personalised to meet individual needs.

To lead on providing both proactive and reactive content and information on prevalent topics or trends affecting peers within our community.

The aim of this information is to:

  • Destigmatise and promote recovery.
  • Enable industry peers to be informed about quality assured help available within and beyond our industry.
  • Secure the continuum of care and support that peers in the music industry need and deserve.

To implement and develop Helpline strategy and objectives in line with the vision of Music Support.

Helpline Main duties and responsibilities

A. Strategic and Leadership

  • To develop Helpline strategy and implementation plan in line with Music Support objectives.
  • To stay well-informed on information, legislation, media content, research news and other relevant items relating to issues for people affected by mental ill health and/or addition.
  • To represent the charity externally and help promote services and awareness within the music and live events community e.g., external presentations, panel appearances, social media content etc.

B. Delivery

  • To respond effectively to incoming calls and offer callers emotional support, signposting, evidence-based guidance and information, a confidential, non-judgemental, and impartial listening ear.
  • To manage incoming referrals (both self and third party) for Music Support via phone and email and all associated administration including inputting data into Salesforce database and various internal systems.
  • To conduct initial risk and needs assessments over the phone to ascertain the safety and possible risks to each caller on a case-by-case basis before referring on to appropriate support.
  • To ensure the helpline is operational during weekdays and that all callers receive accurate information regarding accessing services and support options in line with service standards.
  • Manage our external provider of out-of-hours response to ensure appropriate signposting is in place for inbound out-of-hours callers.

Please note: Training will be provided in Mental Health First Aid, Addiction, Helpline and Salesforce.

C. Reporting and Measuring Impact

  • To monitor data (qualitative and quantitative) from the helpline by collating and evaluating caller feedback and figures on a regular basis. This will be used to help demonstrate our impact to internal and external stakeholders.
  • Manage and develop use of Music Support’s database to inform awareness, decision-making, and service development.

D. Safeguarding and Operational

  • To be Music Support’s Designated Safeguarding Lead and work closely with external agencies such as adult and child safeguarding where appropriate.
  • To develop and maintain helpline policies, guidelines, and procedures to guarantee callers are getting the best support and records of calls are kept.
  • Ensure that all aspects of work comply with confidentiality, GDPR, health and safety, equal opportunities, and other legislation.

Please note: Training will be provided in this area.

E. Key relationships

  • To recruit, onboard and retain our directory of accredited and vetted BACP/UKCP therapists and counsellors, and CQC registered treatment facilities. Ensuring we have coverage throughout the country.
  • Manage relationships with external therapists and treatment facilities we refer beneficiaries to. Ensuring that we have up to date records about our therapists and treatment facilities.
  • To develop service user pathways for our beneficiaries by co-operating with other charities, agencies, industry membership bodies where to do so serves the interests of our beneficiaries.
  • Manage and develop relationships with our counterparts in other international territories who can offer similar assistance to UK industry peers in need of help while they are on tour overseas

F. Other duties

  • Any other duties reasonably required which may from time to time fall within the scope and responsibility of the post.
  • Promote a culture of high standards and continuous improvement that values and empowers all staff and volunteers.
  • Attend regular supervision with Supervisor.
  • Attend relevant training courses as identified during supervision and/or during professional development plan.
  • Comply with Music Support policies and procedures.
  • Maintain confidentiality in all matters relating to Music Support.
  • Provide ad hoc support to any part of the organisation as requested by your Line Manager, Director and/or Board to ensure the smooth running of the organisation.
Corporate Responsibilities
  • Ensure that the beneficiaries are at the heart of all service delivery and development.
  • Act as an ambassador for Music Support by representing the charity at external events.
  • Attend regular team meetings, ensuring that you contribute to effective working practice and well-informed communication.
Person specification

In addition to demonstrating our core Music Support values, the role requires knowledge, experience, and skills in the areas of:

  • Experience of working in or around the UK music industry. (Essential)
  • A good understanding of the impact of mental ill-health and/or addiction and willingness to learn more on these issues and to adopt Music Support’s processes for helping our beneficiaries. (Essential)
  • Understanding of 12 Step Recovery Programs and willingness to learn more about this area. (Desirable)
  • Knowledge about statutory, voluntary, and private services available in mental health and/or addiction fields.  (Desirable)
  • Experience liaising with mental health/addition services, agencies, and institutions. (Desirable)
  • Educated to degree level or equivalent or relevant professional experience which demonstrates ability to think critically and work at equivalent level.  (Essential)
  • Experience of advice, advocacy or casework and working with vulnerable adults. (Desirable)
  • Mental Health First Aider  (Desirable)
  • Effective listening and probing skills to support beneficiaries and signpost them to the most appropriate services, in particular over the telephone. (Desirable)
  • Friendly and empathic with excellent interpersonal skills and the ability to respond to individuals sensitively and professionally. (Essential)
  • Self aware and ability to manage boundaries. (Essential)
  • Resilience and confidence in working with distressing information. (Essential)
  • Experience building and maintaining excellent relationships with internal and external stakeholders. (Essential)
  • Excellent self-management skills, working independently and using your own initiative, with minimal supervision. (Essential)
  • Experience of managing/supervising volunteers.  (Desirable)
  • Clear and concise written and oral communication skills. (Essential)
  • Competent in use of MS Office programmes such as Word and Excel, databases, and ability to produce insightful reports on support service- related activity and trends. (Essential)
  • Organised and methodical, with an ability to prioritise a busy workload, work under pressure and meet deadlines in a professional manner. (Essential)
  • Flexible and willing to adapt to changing needs of the team/organisation. (Essential)
  • Excellent teamwork skills. (Essential)
  • Committed to quality and continual improvement. (Essential)
How to apply

Email your CV accompanied by a covering letter (no more than one side A4) that outlines your suitability for the role and motivation for applying to Music Support:

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, and roles supporting the UK music industry, who are affected by mental ill-health and/or addiction. 

Registered Charity Number: 1170231

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