RBLI – Head of Welfare


Permanent, full time contract, based in Aylesford, Kent with travel

37 hours per week

Salary: £55-60,000 per annum, dependent upon experience

Main Purpose of the Job:

  • To be responsible of the effective management of welfare services across RBLI located predominantly on the 72 acre RBLI Village in Aylesford Kent including a supported accommodation and floating support across the village to vulnerable veterans.
  • To provide support and guidance to the Veterans and their families and dependents on the village to support their transition to sustainable independent living beyond the village when appropriate.
  • To develop and deliver a welfare framework appropriate to our beneficiaries that provides support and guidance to residents in a safe and empathetic way to tackle complex needs and also ensure that staff have appropriate skills and are supported to work safely with supervision.
  • To build and maintain partnerships with external agencies who can support the needs of veterans.

Your Key Responsibilities:

General Responsibilities

  • Responsible to develop a deliver an appropriate framework for RBLIs welfare provision e.g Psychologically Informed Environments or Trauma Informed.
  • To develop a performance management framework and culture and lead continuous improvement in key operational performance.
  • Take a strategic lead in welfare issues with key partners e.g. COBSEO housing group, Kent Housing Group, Local Authority partners and other housing providers and referral partners.
  • Work closely with the Heads of Service across RBLI Living to ensure that veterans and appropriate housed and supported to progress from supported to independent accommodation.
  • Take part in the recruitment and selection of new staff.
  • Contribute to the preparation of the annual plan for RBLI Living and the Welfare service identifying unmet need on the village, in the wider sector and future opportunities for development.
  • Oversee the completion of concise and accurate performance reports for senior management and the boards and sub-committees to report and progress and facilitate appropriate strategic decisions
  • Deliver and implement a service user involvement strategy and ensure that residents have an input and influence in the design, delivery and evaluation of services.

Support Services

  • Support the welfare team to review, deliver and develop the STEP-IN support programme to residents of Mountbatten Pavilion
  • To provide STEP-IN and wider floating support to veterans and their families across the RBLI village.
  • Ensure that outcomes of support and effectively recorded and reported including statutory reports and reports to funders.
  • Work with the fundraising team to identify areas of need to support bids for new work and to ensure that reports for current funding are completed accurately and promptly.
  • Work with referral partners to ensure that homeless and vulnerable veterans are identified and supported through the RBLI Village or through referral to other agencies
  • Oversee the delivery of benefits advice to RBLI residents and work closely with local authority and national partners to ensure that veterans access the support they are entitled to.
  • Oversee the development and delivery of a range of community activities across the RBLI village to support the range of residents on the village and ensure there are supportive peer engagement opportunities
  • Oversee the development of a range of community activities around education, training and employment including our horticulture and fitness activities in the welfare team.
  • Work with the Director RBLI Living and the RBLI fundraising team to identify new community services, facilities or activities that support the wellbeing of veterans and their families across the RBLI Village and wider RBLI portfolio.
  • Ensure systems are in place to protect beneficiaries and that staff are trained and experienced in identifying and reporting concerns.
  • Establish an appropriate supervisory programme for staff dealing with complex beneficiary cases.

Financial Management

  • Control all income and expenditure within the agreed annual budget and ongoing forecasts to achieve successful cost control and income streams leading to successful financial management.
  • Ensure that funding reports and returns are completed promptly and accurately.


  • Enthuse and inspire the Welfare Team to deliver excellent services to veterans
  • Develop and foster good working relationships and communication with Head of Property Services, Health and Safety Manager and care managers across the village.
  • Ensure effective and clear communication with residents and allow feedback from residents
  • Develop plans to maximise the use of technology to deliver more effective and efficient services to residents

People Management

  • Undertake all HR related activity and processes as requested by the HR Department and SMT including but not limited to line management of your direct reports, absence management, performance management, investigations, disciplinary and grievance hearings and annual appraisals.
  • Undertake recruitment as and when necessary in order to ensure that a balanced, skilled and flexible workforce is maintained now and in the future.
  • Ensure that training needs are assessed, implemented and monitored for all team members where appropriate
  • Implement Investors in People in the division as part of a Company-wide initiative.
  • Ensure a safe working environment for all employees, providing training as appropriate and health and safety measures as required in order to comply with legislative requirements.
  • Promote by example the high standards that RBLI expects of its employees and volunteers when representing RBLI and support staff and volunteers to understand and reach these standards.
  • Promote good data protection and information security principles within your team


  • Show courtesy and respect to tenants/residents and relations at all times to ensure that they enjoy the highest quality of life, respect and confidentiality.
  • During day to day activities such as visits to tenant’s homes, report any concerns to the Director of RBLI Living without delay.
  • Be aware of and at all times comply with, all relevant company policies and procedures and all relevant statutory responsibilities including fire arrangements, Health and Safety issues including moving and handling, COSHH regulations, maintaining records diligently and accurately as required.
  • Friendly, courteous and efficient manner and promote RBLI positively at all times in the local community.
  • Attend and participate in training sessions and staff meetings.
  • Maintain good working relations with all colleagues at all times.
  • Participate in the supervision and appraisal process using RBLI procedures and documentation.
  • Advise immediately any defects in plant or equipment used for the care and safety of tenants / residents and their relations as well as staff health and safety.
  • Keep the Director of RBLI Living informed of any concerns or changes in staff that could affect the smooth operation of the division.

Working Environment:

  • Office based
  • Regular estate visits
  • Occasional visits to other accommodation in Kent

Personal Attributes:

  • Leader and motivator
    • Operationally focussed
    • Accountable
    • Decision maker
    • Team player

Skills & Experience Required:


  • Relevant qualification Social Work, Occupational Therapist, Psychologist or similar with management experience.
  • Experience of developing and delivering welfare support services
  • Track record in empowering teams to deliver excellent performance
  • Understanding of the needs of veterans with a empathy for their experiences
  • Excellent planning and organisational skills
  • Able to challenge and take action to address poor performance
  • Ability innovate and transform services to become user focussed
  • Excellent understanding of the regulatory framework around welfare and support services in England


  • Management qualification
  • Knowledge of charity or private sector
  • Working with local authorities
  • Risk Management
  • Passionate about supporting veterans of the armed forces


25 days holiday allowance + bank holidays, a Group Flexible Retirement Plan and Life Assurance.

To Apply:

If you wish to be considered for the above role, forward your CV and covering letter including a supporting statement to recruitment@rbli.co.uk.  RBLI is an equal opportunities employer.

RBLI is an accredited Disability Confident Leader. We guarantee to interview disabled applicants who meet the minimum criteria for the role. If you consider yourself to have a disability and would like more information of how to apply for the above role under our disability confident scheme then please visit https://rbli.co.uk/disability-confident/ for more information.   Alternatively please call us on 01622 795917.

* RBLI reserves the right to remove a vacancy at any time prior to the published closing date


CLOSING DATE: 2 September 2022

Our Executive Members

By @Cobseo 54 years ago

Afghanistan support

In light of recent events in Afghanistan, please find information and support resources here