Family Services Manager

We're looking for an experienced Family Services Contracts Manager (internally called a Programme Manager) to lead the delivery of our family and significant others services at HMP Send, while overseeing service delivery and line managing staff across HMPs Downview, Highdown and Coldingley.

This is a hands-on management role. You'll be responsible for ensuring our services are delivered effectively, that positive family relationships are maintained and strengthened, and that family work is fully integrated within prisoners' care and rehabilitation plans. You'll manage teams of paid staff, volunteers, students on placement and serving prisoners acting as family champions — supporting, supervising and developing them to deliver consistently high-quality services.

You'll manage day-to-day operations across your allocated sites, contributing to operating plans and performance monitoring, and providing regular reports to your line manager. You'll play a key role in ensuring contractual targets are met and that the needs of prisoners, family members and carers are at the heart of everything we do.

You'll lead on recruitment, selection and induction for your teams, and support training and development for practitioners. Building strong working relationships will be central to your success — with HMPPS, prime contractors, healthcare providers, and other voluntary sector partners — to strengthen referral pathways and improve continuity of service.

You'll also embed learning into programme delivery, drawing on performance data, frontline experience, lived experience, feedback from families and prisoners, Pact's own research, and relevant external evidence and policy.

We need someone who can demonstrate:

• Experience of managing services and staff across multiple sites, ideally within the criminal justice, social care or voluntary sector
• A strong understanding of the challenges facing prisoners and their families
• The ability to build productive relationships with a wide range of stakeholders, including statutory and voluntary sector partners
• Experience of performance monitoring, reporting and using data to drive service improvement
• Confidence in recruiting, inducting and developing staff, volunteers and peer supporters
• A collaborative approach, with the ability to work across organisational boundaries and share learning and best practice
• A commitment to involving the voices of people with lived experience in service design and delivery

Pact is a highly respected independent charity, working across England and Wales to develop and deliver a range of innovative services. We provide practical and emotional support to prisoner’s children and families, to prisoners and those who have resettled back into the community. Our work is founded on core values, the first of which is a belief in the innate dignity of every human being, and our work focuses on human relationships, family and community.

We are committed to achieving high standards of quality in all that we do.

Pact offers a range of benefits including a free advice, information and counselling service, contributory pension, corporate eye care scheme, cycle to work scheme and generous holiday entitlement. You will have the opportunity to attend training events to further develop yourself as a professional training and interventions worker. You will undergo a thorough induction process and be supported by a friendly and enthusiastic team.

Pact is an equal opportunity employer and welcomes all applications including those with a criminal conviction (appointment to post is subject to a risk assessment).

This post is subject to a 6-month probationary period, verification of identity and proven right to work in the UK, satisfactory references from previous employers covering a 3-year period, declaration of any unspent criminal convictions (and where appropriate a satisfactory risk assessment), Prison Vetting and a Disclosure and Barring Service check. Please note that being bankrupt or having County Court Judgements may affect your ability to be successfully vetted to work in a prison.

37.5 per week…