The Witness and Victim Engagement Support Programme Manager (WAVES) will act as the central point of contact for the programme, providing oversight and coordination to ensure consistent and effective delivery of the programme across PFEW’s 43 branches. They will be responsible for ensuring that PFEW complies with the WAVES policy and the effective implementation of this throughout the branch network. This role is responsible for launching the WAVES, embedding the policy framework, and maintaining programme governance.

The post holder will oversee the system of case referrals, ensure arrangements exist for the secure handling of sensitive information, and monitor outcomes to guarantee fairness, trust, and confidentiality. They will play a key role in programme development, incorporating member and representative feedback to ensure WAVES remains responsive, effective, and up to date. Lead the launch and implementation of the WAVES across all branches ensuring the policy framework is followed.

Work alongside the Learning and development team to oversee the roll-out of training to representatives and case handlers (training is delivered by Learning and Development team) to ensure adequate trained representatives at each branch. Maintain programme policies and procedures, ensuring alignment with regulatory changes and good practice. In exceptional cases only, be the escalation point for branches and members to resolve casework allocation decisions to ensure the confidence of the member in support and representation arrangements is maintained.

Monitor and review casework across branches to ensure fairness, consistency, and effective support. Track case volumes and distribution, escalating risks relating to capacity or workload. Produce regular reports on caseload trends, programme activity, performance outcomes and recommendations for improvements.

Promote continuous improvement and share good practice across branches. Build programme capacity to meet increased demand, where required. Uphold PFEW’s ethical wall, safeguarding impartiality and preventing conflicts of interest.

Requirements

at all times. Foster trust with members through professional, empathetic, and impartial case handling. Build and manage relationships with Branch Secretaries.

Manage the centralised victim and witness reporting function. Provide a centre of expertise to branches on the operation of the policy and appropriate advice and support arrangements for victims and witnesses. When and if required, identify, recruit and manage additional resource for the WAVES central team ensuring an efficient and effective department.

Experience in casework management, programme coordination, or oversight in sensitive/confidential environments. Demonstrated ability to handle highly confidential information with integrity and discretion. Strong organisational, attention to detail, problem solving skills, with experience coordinating workload across multiple teams or locations.

Excellent interpersonal and communication skills, with the ability to build trust and influence stakeholders.

High level of accuracy and attention to detail in record-keeping and reporting. Expereince of working with and analysing sets of data. Proficiency in case management systems and Microsoft Office applications.

Experience of working with victims, witnesses, or vulnerable individuals. Knowledge of trauma-informed approaches would be an advantage. Familiarity with criminal justice system, policing environments, membership organisations, or trade unions would be an advantage.

Experience of launching large-scale programmes or initiatives in comparable organisations would be an advantage.

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Responsibilities

are not exhaustive and may be changed from time to time in line with the reasonable