People Management and Service

Delivery  - Team manager competencies

These competencies apply to all  team manager roles within advice, advocacy, support services and ICT. They are

mostly focused on the daily line management of staff, either on one or across multiple projects. In addition to

these competencies team managers must also demonstrate all of the core competencies for an advice, advocacy,

or support services worker.

Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

1. Team Leadership

You are able to lead and motivate
teams to accomplish goals and
overcome challenges

A. You deliver regular, effective,
accessible and inclusive team
meetings (in person by default
with hybrid options as needed)

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Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

B. Promote collaboration and
effective team working

Recognition of Prior Learning (RPL)   Observation
Self-assessment   Learning assessment   Case checking

2. Manage people (where
applicable)
You are able to recruit, induct and
effectively line manage and support
others.

C. Plan and monitor the work of
the team, measuring progress
and celebrating team
achievements

A. You deliver supervisions and
PDRs with all members of your
team in accordance with
organisational policy.

B. Support the recruitment,
onboarding and induction for
new staff /volunteers.

C. Sets expectations and
monitors and reviews
performance of others (against
quality standards, relevant
frameworks and competencies
and agreed objectives/ KPIs) by
providing constructive feedback,

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Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

support and direction
appropriately; addressing
concerns and recognising
achievements.

D. Discuss, agrees and reviews
learning and development
plans, enabling others to
undertake learning and
development to meet their
objectives and achieve required
competence for their role.

E. Promote and manage
staff/volunteers wellbeing by
discussing wellbeing with
individuals and support them in
addressing problems where
possible (inc signposting and
referring to appropriate support)

F. Ensure the people you manage
have access to the resources and
the right level of access to

3

Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

systems they need for the role,
promoting the correct level use
of systems in line with
organisational policies and
procedures.

G. Maintains staff/volunteer
records in line with
organisational policies and
procedures (e.g. Supervision and
annual reviews, learning records
etc.)

H. You address any performance
or behavioural issues inline with
organisational policies

A. You ensure that you follow the
induction process for your staff
members role and that they have
everything that they require to
complete it, including all
mandatory and core training for
their role and that records are

3. Staff induction, training,
competencies and record keeping

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Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

4. Lead and manage
projects/operational plans
You are able to  develop, deliver and
report on progress  on projects
and/or plans  as part of your role,
recognising how they contribute to
the wider team and organisation
work.

kept as such within their HR
profiles.

A. Plan, develop and deliver the
work in a particular area of
expertise and maintain their
knowledge in that area up to
date.

B. Contribute to project planning;
including, allocating and
delivering tasks, identifying risks
and resource allocation

C. Identify and work with relevant
internal (and external where
relevant) stakeholders in
planning projects and work
collaboratively to achieve the
operational/project
goals/objectives.

D. Actively monitor KPIs on both
performance and quality through

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Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

a combination of reporting tools,
ensuring to proactively address
any issues.

E. Identify problems and propose
solutions to overcome them
including evaluating
opportunities for innovation and
improvement

5. Embeds the principles of equity,
diversity and inclusion in the
organisation.
You understand the policies and
approach to Equity, Diversity and
Inclusion, and are able to support
and guide team members and others
to work in  an equitable, diverse and
inclusive service

A. You actively monitor EDI issues
in your area of responsibility,
undertake effective Equality
Impact Assessments and make
appropriate adjustments to your
approach and are open and
responsive to feedback from
relevant stakeholders.

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Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

B. Use language and behaviours
that role-models the organisation
commitment to EDI and monitor
the language and behaviours
used by colleagues/members of
your team  to ensure it supports
the service commitment

C. Promote ongoing self and
team learning and development
on EDI (for example by ensuring
your team completes EDI related
learning, encouraging team
conversations about EDI and
covering EDI issues in team
meetings and briefings to
improve the work of the team or
the team culture).

D. Understand the organisation’s
responsibilities, the scope of the
organisation’s EDI related policies
and your role in their

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Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

implementation; including
communicating the policy and
keeping your team up to date
with policy changes; and
supporting and responding
appropriately when concerns are
raised.

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Technical advice Specific Competencies
In addition to the competencies outlined above, the Team Manager - Advice and Team Manager - Advocacy will also
demonstrate the below competencies

Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

1.  ‘Floor walking’ support. (Advice
and Advocacy only)

You contribute to a rota delivering

online (Zoom) floorwalking support

for either advocates or advisors and

advice workers (excluding Consumer

advisors)

A. Ensuring that you are available
for your allocated time on
floorwalking, managing your time
and commitments to allow for
this availability and
understanding it is your
responsibility to arrange cover (in
all circumstances other than
illness).

B. Take ownership of any
safeguarding concerns
raised to you and implement
organisational policies and
good practice.

C. Maintain the skills and
knowledge needed to deliver an

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Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

effective floorwalking service so
that staff contacting you feel
supported and able to progress
their issue

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ICT Specific Competencies

In addition to the competencies outlined above, the Team Manager (ICT) will also demonstrate the below competencies

Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

1.  Maintains oversight of

information security and
data protection at the
operational level within ICT
Systems, in particular
adherence to the ICT
Acceptable Use Policy and
the Information Risk and
Cyber Security Policy by all
staff and volunteers

A.  Ensures that access to all
CAS systems is managed
in accordance with
policies and procedures

B.  Ensures that all potential

cyber incidents are
triaged in accordance with
the Cyber Security
Incident Response Plan

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

New users are set up only when an appropriate
authority has been granted by a manager, within a
reasonable timescale.
Privileged access is only granted when an appropriate
authority has been granted by a manager
Leavers’ access to systems is removed promptly
Two factor authentication is in use by all staff and
volunteers with only documented exceptions

All incidents are triaged and attended to according to
severity

2. Maintains operational

effectiveness of all ICT

A.  Ensures a timely response
from the ICT Team in

Log of incidents, response and resolution times

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systems

accordance with priority
of issue

B.  Liaises with external

providers where this is
required

Finance Specific Competencies

In addition to the competencies outlined above, the Team Manager (Finance) will also demonstrate the below
competencies

Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the competence

Date
met

1.  Ensures all finance tasks
are carried out within
CAS Finance Procedures

2.  Finance reports and

documentation meet the
requirements of the the
Charities Statement of
Recommended Practice
(SORP), as confirmed by the
independent finance auditor

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

The annual audit will highlight any discrepancies and
good practice

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HR Specific Competencies
In addition to the competencies outlined above, the Team Manager (HR) will also demonstrate the below competencies

Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s
required to meet the
competence

Date
met

How we know this is met
(Indicate and add notes if needed)
This column describes the methods available to gather
evidence that you meet the competence. When met
notes can be added to describe how the competence
is met if needed.

1.  Maintain a comprehensive

CIPD Level 3 as a minimum

understanding of HR
legislation and good
practice and effectively
translate this into sound
practical advice and
guidance for staff and
managers

2.  Ensure comprehensive,

accurate and secure HR/
People records are
maintained and stored in
accordance with
organisational policies and
legislation.

Provides accurate guidance that
supports organisational
objectives and staff wellbeing
and enables supervisors and
managers to manage
performance

External advice sought when
appropriate and relationship
with provider managed well.

Oversees DBS and right to work
checking procedures
Oversees SAGE HR system and
resolves any problems swiftly

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Admin Specific Competencies
In addition to the competencies outlined above, the Admin Team Manager will also demonstrate the below competencies

Competency and outcome
This column lists the competence
which must be reached and
describes the success criteria

Performance criteria
This column describes what’s required
to meet the competence

1.  Operationally effective
central admin team

You maintain operational
effectiveness of central
administrative processes and
systems by ensuring
deadlines are met and
accuracy is maintained

2.  Innovation and continuous

improvement

You lead the admin team in
incorporating innovations to
increase efficiency whilst
maintaining quality.

A.  Ensures a timely response from
the Admin Team in accordance
with priority of issue and
operating procedures
B.  Identifies & logs exceptions
and responds appropriately

C.  Devises plans to address

regularly occurring exceptions

A.  Encourages and supports the
team to identify efficiencies
and innovations

B.  Ensures the full cooperation of
the team in embedding new
technology and procedures

Date met  How we know this is met

(Indicate and add notes if needed)
This column describes the methods available
to gather evidence that you meet the
competence. When met
notes can be added to describe how the
competence is met if needed.

Log of issues and exceptions
Log of plans created to address regularly
occurring exceptions

Log of considered efficiencies
Log of considered innovations
Log of implemented improvements

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