The Role of Central Support Functions

by James, IT Analyst

Can you tell us how you started at Lifeways and what your journey has been like so far?

I joined Lifeways towards the end of 2019. Back then, I’d just come out of education, had taken a gap year, and was looking for work. I hadn’t really planned on a career in social care - I found Lifeways through a referral, saw they needed support workers with no experience required, and thought I’d give it a try.

My mum was an NHS nurse for over 40 years, so she encouraged me to go for it. I started in Birkenhead and then settled at the Wallasey service, where I stayed for five years. I absolutely loved working with the people we support and the amazing team there - no two days were ever the same.

Eventually, I wanted to follow my passion for IT, so when an internal role came up, my manager encouraged me to apply. I got the job and started working in the IT service desk in April 2025. It was a big change, but it’s been brilliant to grow my career while still making a difference behind the scenes.

Male and female colleagues reviewing work on a laptop

In your own words, what are Central Support Functions and why are they important in social care?

Central Support Functions include teams like HR, IT, Finance, Marketing, and Recruitment working together behind the scenes to keep the organisation running smoothly.

They’re absolutely vital because without them, day-to-day care just wouldn’t happen. For example, payroll makes sure everyone’s paid correctly and on time; HR keeps our staffing records right and supports recruitment so we have the right people in the right roles; IT makes sure our systems work, so support workers can log important information and managers can track care plans properly. All these teams mean frontline colleagues can focus on what really matters which is providing quality care and support.

In social care, things move fast and people rely on us every day. Without Central Support, everything from paying bills to accessing care records would be so much harder. In short, they’re the backbone of how we deliver safe, reliable services.

How do support teams like HR, IT and Recruitment help improve outcomes for the people we support?

Support teams help indirectly but powerfully, they make sure our frontline team members have what they need to do their jobs well.

For example, Recruitment helps find the best people to support each individual’s needs. HR keeps everyone’s training up to date and makes sure team members are supported and looked after. IT keeps our systems running and secure, so records are accurate and accessible when needed. If we didn’t have these teams, support workers would spend more time doing admin or dealing with system issues instead of focusing on care.

Good communication, accurate records, and the right team members in the right roles mean better, more consistent support for people.

While I’m not directly working with the people we support anymore, I know the work we do in IT helps everyone deliver the best care possible. It keeps everything connected and compliant, which is vital in social care.

James talks about making an impact in his role

What skills and qualities do you need to work remotely in a Central Support role?

Working remotely needs a slightly different skill set compared to being on-site. First, you need patience - technology won’t always work the way you want, so staying calm and solution-focused is crucial. Good communication is also key. When you’re remote, your colleagues are your lifeline to the rest of the business, so you have to be proactive in asking for help or clarifying things. Interpersonal skills matter too. You’re still part of a team, just not sitting next to each other.

It helps to be organised and self-motivated because you manage your own time and tasks more independently. When I switched from frontline support to IT, I found it a bit strange at first. I wasn’t sure how formal to be, but I soon learned everyone’s really supportive and approachable. Now I feel confident working remotely and know exactly who to go to if I need help.

How do Central Support teams and frontline teams work together?

Central Support and frontline teams rely on each other. When I was a support worker, we’d always go to our manager with issues, and they’d pass things on to HR, IT or whoever needed to sort it out. That worked well but effective means of communication are vital which is why Lifeways uses a range of digital tools to make sure people can access the information they need, when they need it.

What opportunities are there for career growth in Central Support roles?

There’s a lot of opportunity, honestly! When I moved into IT, I discovered so many paths I hadn’t even considered: cybersecurity, applications support, networking, and more. It all starts with getting experience in an area like the Service Desk, where you learn about people, systems, and problem-solving. From there, it’s about finding what interests you most and building on it with training and qualifications.

Lifeways has been really supportive - my managers have already talked to me about options for further study and specialisms. So, if you’re interested in growing your career, Central Support can open lots of doors. It’s about being willing to learn, ask questions, and take on new challenges.

I like to say I help the people who help people! That keeps me motivated because I know that, at the end of the day, my work supports the same goal: giving the people we support the best life possible.

How does it feel working ‘behind the scenes’ rather than directly supporting people now?

It feels really rewarding. Even though I’m not doing hands-on care anymore, I know my work still makes a difference.

In IT, I help my colleagues do their jobs, whether that’s fixing a system, helping them log something important, or making sure they have access to the information they need.

How to become a Central Support Function team member

If you’re looking for a central support function role, please take a look at our available roles. We have exciting opportunities across the country, many of which are remote based.

If you have any questions about becoming a central support function team member at Lifeways, please feel free to get in touch.

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