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Gateway Manager

Key Changes
London SW9 / London EC1
£31,000 pro rata
Closing date
26 Mar 2021
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Key Changes provides award-winning recovery-focused music industry mentoring programmes in hospitals and the community for musicians experiencing mental health difficulties.

We are looking for a confident professional with health or social care experience and a passion for music to manage our services in hospitals and the referral pathway to our opportunities in the community.

This is a demanding office-based role with responsibility for coordinating a wide range of mental health in-patient settings and developing the gateway to our free and funded programmes at studio locations in London and elsewhere.

You will have proven interest in mental health and demonstrate an awareness of the regulatory and commissioning framework. Knowledge of the Mental Health Act (1983) and Care Act (2014) is desirable. A keenness to learn and ability to develop expertise are essential.

You will be working at our offices in South London (Brixton, SW9) and North London (Old St, EC1) both independently and as part of a small team, with occasional travel to hospital and other sites as required. You will manage specialist music mentors delivering services in hospitals and maintain ongoing contact with health and social care professionals, service users and other stakeholders.

The role requires a methodical and meticulous approach in a busy, sometimes challenging, workspace. The nature of the work demands sensitivity, flexibility, resilience, and exceptional communication and inter-personal skills.

You must have commitment and flexibility in order to be innovative and responsive to continual developments within inpatient and community services. You will need to demonstrate an understanding of current professional and community issues. 

You are likely to have substantial experience of implementing effective operational systems and managing projects and other people. You will be an ingenious problem-solver with stamina and persuasive in getting others’ help and support. A goal-oriented, entrepreneurial and pro-active approach is a must.

This is a key role, working closely with and supporting the CEO. You should be comfortable managing and prioritising a varied workload and be able to work effectively under pressure with minimal supervision or admin support.

The post-holder will have the opportunity to influence how the organisation develops and work alongside a committed and motivated team and Board of Trustees.

Key responsibilities:

  • Maintain day-to-day delivery of in-patient session timetable through liaising with hospital staff and music mentors
  • Ensure services are delivered to the agreed content, frameworks and methodology, and ensure they meet internal and external standards for quality and impact
  • Promote opportunities for patients to engage with our services during the transition from hospital to the community
  • Manage incoming correspondence and general enquiries, and act as single point of contact for NHS trusts, local authorities and other agencies looking to place service users into our community programmes
  • Assess new referrals for suitability and funding eligibility, coordinate and direct activity to set up local authority social care payments
  • Oversee onboarding new referrals to ensure engagement, completion and progression
  • Build and maintain relationships with stakeholders including service users, health & social care workers, music industry professionals and the media
  • Collect, manage, analyse and evaluate data and information around outcomes and impact from various sources and disseminate across a diverse range of stakeholders
  • Identify and explore possibilities to for expanding the range of services offered
  • Support and supervise mentors
  • Maintain accurate client/staff records and office systems
  • General administrative duties as required

Person Specification


Health and social care – track record in supporting engagement in recovery focused activities; understanding of mental health issues; knowledge of in-patient and community mental health services, social care funding, statutory and regulatory framework

Project management – experience of implementing services or projects; coordinating resources, budgeting, health and safety, managing risk, compliance with policies and protocols

IT skills – confident user of Microsoft Office apps

People management – experience of identifying and contracting talent; line managing staff, volunteers or interns; continuing professional development, coaching and improving staff performance

Monitoring and evaluation – able to track project data, evaluate information, compile reports, documents and presentations, share learning in an accessible format

Communication – excellent interpersonal skills and self-awareness, spoken and written English; comfortable using and learning professional and technical language; good client manner, able to show empathy, authoritative and responsive, firm but non-confrontational style

Workload management – can effectively handle a very busy and diverse workload across multiple teams, pay attention to detail, appreciate need for accurate and error-free work, take pride in the quality of work, take responsibility for getting the job done

Personality – reliable, punctual, flexible with a professional "can do" attitude, smart appearance and image; tactful and diplomatic, enthusiastic, energetic and has a sense of humour

Relationships and representation – used to building relationships; able to represent Key Changes externally and to develop and maintain networks


Experience of working in environments involving vulnerable people

Knowledge of the Mental Health Act (1983) and Care Act (2014)

Understanding of current health and social care policy and political context

Competence in using Mac OS and Microsoft Teams

Knowledge of contemporary music genres and music industry professional practice

Enthusiasm for social media

Relevant vocational qualification / education to degree level or higher


Initial 1-month probationary period

Can provide two recent employer references and enhanced DBS certificate

Must have the right to work in the UK

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