The Outreach Support Officer plays a vital role in delivering Vector24’s mission to reduce isolation and improve the wellbeing of the armed forces, blue light & Seafarers community. The postholder will proactively identify, engage, and support service users’ and their families particularly those in rural and underserved areas ensuring they can access transport and integrated support services when they need them most.

Working in alignment with Vector24’s REACH strategy, the Outreach Support Officer will build strong relationships with local communities, partner organisations, and referral networks to expand awareness and accessibility of services. They will provide person-centred, compassionate support, helping individuals overcome barriers to healthcare, social connection, and essential services.

The role contributes directly to improving mental health outcomes, increasing engagement, and empowering beneficiaries to maintain independence and wellbeing. It also supports the organisation’s wider goals of sustainable growth, partnership development, and community impact through collaboration, insight gathering, and continuous service improvement.

OBJECTIVES OF THE POST:

• Deliver safe, reliable, and person-centred transport support, ensuring service users including serving personnel reach appointments and services on time, prepared, and supported throughout their journey.
• Provide holistic, relationship-based support by connecting individuals to appropriate health, social, and community services through warm handovers and follow-up engagement.
• Build trusted, respectful relationships with service users, carers, volunteers, and partners, promoting dignity, empowerment, and high levels of satisfaction.
• Act as a key representative of Vector24, strengthening partnerships with organisations and contributing to local networks and third-sector engagement.
• Recruit, support, and coordinate a minimum of 15 volunteers, fostering a strong, motivated local volunteer network.
• Maintain accurate and timely records using CRM systems, ensuring all client interactions, welfare updates, and referrals are documented effectively.
• Plan and manage daily schedules and routes efficiently, adhering to organisational policies and ensuring punctual, dependable service delivery.
• Proactively identify, assess, and manage risks, maintaining high standards of health and safety for both self and volunteers, including completing risk assessments.
• Communicate clearly and professionally in a fast-paced environment, responding constructively to feedback, comments, and complaints.
• Support the wider work of Vector24 by contributing content for communications, attending events, and assisting with administrative tasks when required.
• Provide practical, hands-on support to service users, carers, and escorts, including assisting those with mobility needs, recognising the physical demands of the role.
• Operate consistently in line with Vector24’s policies, procedures, and values, maintaining professionalism and flexibility in all aspects of the role.

PERSON SPECIFICATION:

Essential

• A full driver’s licence
• Experience of working in the community within a health, social care, or welfare setting
• Demonstrate an understanding of the military environment
• Experience of assessing service users’ needs and knowing when to escalate issues to relevant professionals
• An understanding of risk awareness
• An understanding of safeguarding or previous safeguarding training
• Good interpersonal and communication skills
• The ability to work independently and as part of a team
• Good listening skills and knowing when to talk and when to listen to clients
• PVG clearance or willingness to obtain such clearance

Desirable

• SVQ Level 3 or above
• The ability to champion and embrace change
• Experience in community development or community networking
• Experience working within a mental health setting
• A mental health first aid qualification
• Suicide awareness training
• Experience in working with volunteers, ideally in a coordination or leadership role.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong time management skills with the ability to plan routes effectively, accounting for traffic diversions and weather delays.
• Good mentoring skills, with the ability to support and guide volunteer outreach support drivers within your designated area.
• High standards of personal presentation, excellent communication skills, and professional telephone manners.
• Ability to prioritise tasks efficiently in a dynamic environment.
• Initiative in solving problems and handling complaints diplomatically and positively.
• Commitment to creating a supportive environment, sharing information openly, and fostering team collaboration.
• Understanding equality and diversity principles with the confidence to challenge discriminatory behaviour.
• Ability to support clients with complex needs through empathetic and effective approaches.
• Basic administrative skills, including updating client records, submitting online bookings on behalf of clients, and completing health and safety incident reports as required.

BENEFITS INCLUDE

• 31 days annual leave (including public holidays, pro rata)
• Christmas closure period
• 3% matched pension contribution
• Great training opportunities
• Enhanced maternity / paternity / adoption family friendly benefits.

The Outreach Logistics Officer is the central point of coordination for all Vector24 outreach activity. The postholder will oversee bookings, diary management and the coordination of Outreach Support Officers and volunteers across geographic areas.

The role ensures the safe, efficient and person-centred delivery of services, acting as the operational link between service users, staff, volunteers and partner organisations. Every interaction must reflect Vector24’s commitment to compassionate, responsive and high-quality support.

OBJECTIVES OF THE POST:

• Manage all bookings and diary allocations using CRM (Salesforce)
• Coordinate Outreach Support Officers and volunteer teams
• Plan and optimise routes, rotas and scheduling
• Act as the main point of contact for service users and partners
• Monitor service demand and allocate resources effectively
• Respond to operational issues and escalate where required
• Support recruitment, induction and coordination of volunteers
• Ensure compliance with safeguarding and health & safety standards
• Maintain accurate records of activity, outcomes and incidents
• Produce operational reports to inform service delivery
• Provide guidance and support to staff and volunteers
• Coordinate referrals and maintain strong partner communication
• Support financial coordination including expenses and resource use
• Contribute to service improvement and operational development

PERSON SPECIFICATION:

Essential

• Experience in coordination, logistics or service delivery
• Strong organisational and time management skills
• Experience working with vulnerable individuals or complex needs
• Excellent communication skills across multiple channels
• Experience coordinating staff, volunteers or teams
• Competent IT skills including CRM systems and Microsoft Office
• Ability to work independently and make operational decisions
• Strong problem-solving skills with a practical approach
• Understanding of safeguarding and professional boundaries
• Ability to remain calm under pressure

Desirable

• Experience in community transport, social care or welfare services
• Experience working with armed forces, blue light or similar communities
• Experience producing reports and using data to inform planning
• Experience managing budgets or processing expenses
• Formal training in safeguarding, mental health or trauma-informed practice
• HND or equivalent qualification

KNOWLEDGE, SKILLS AND ABILITIES

• Exceptional listening skills and ability to build trust quickly
• Compassionate, empathetic and person-centred approach
• Ability to engage individuals experiencing complex circumstances
• High level of emotional intelligence and resilience
• Ability to remain calm, non-judgemental and professional
• Strong coordination and multitasking ability
• Attention to detail in record keeping, compliance and financial tracking
• Ability to support and guide volunteers and staff effectively
• Commitment to dignity, respect and inclusion

ADDITIONAL REQUIREMENTS

• Full UK Driving Licence
• PVG Scheme membership or willingness to obtain

BENEFITS INCLUDE

• 31 days annual leave (including public holidays, pro rata)
• Christmas closure period
• 3% matched pension contribution
• Ongoing training and development
• Family-friendly policies