JOB DESCRIPTION
Job Title: Service Manager - ShireLiving
Reports to: Domiciliary Care Manager (Lifestyles)
Accountable to: Director (Care)
JOB SUMMARY AND PURPOSE:
Our ShireLiving extra-care schemes enrich the lives of our residents through the delivery of high quality accommodation and person centred care and support services that promote independence and achieve valued outcomes. At each of our schemes we seek to create safe, homely and supportive environments that enhance people’s quality of life.
The Service Manager will operate with significant autonomy in the direct management of the scheme and in particular the management of the staff team at the scheme in order to provide a truly holistic service to residents and other customers.
The Service Manager will be responsible for creating a safe, pleasant and vibrant community at the scheme where residents and others feel able to take part in activities and social events if they so wish.
The provision of intensive housing management support to residents is an important aspect of the service in enabling people to live independently and will be a key part of the Service Manager’s role.
The key responsibilities and responsibilities of the post are as follows:
KEY RESPONSIBILITIES:
Housing and Building Related Services:
· To ensure that void properties are let promptly and in accordance with all allocations and re-let procedures and processes. The Service Manager will ensure that performance targets relating to voids and re-lets are met.
· To maximise income, ensuring that accounts are monitored regularly and that prompt and the appropriate action is taken to recover debt in accordance with policies and procedures
· In providing a comprehensive housing management service the Service Manager will ensure that all ‘tenancy issues’ are dealt with promptly and that all appropriate measures are taken to resolve them. The Service Manager will liaise with the Housing Department at Choices regarding any issues that cannot be resolved on-site.
· Ensure that the building is always presented as clean, safe and welcoming and operates and is maintained to a high standard through the effective monitoring of contracts and contractors. The Service Manager will liaise with the Housing Department regarding any deficiencies in service on the part of contractors.
Care Support and Maintaining Independence:
· In conjunction with Choice’s Domiciliary Care Management; be responsible for leading, monitoring and co-ordinating the activities of the staff team in the delivery of 24hr high quality, person centred care and support to residents in accordance with their plans of care/support. At some schemes the Service Manager will also be responsible for the delivery of care and support to customers in the local community.
· Ensure that the service supports and promotes choice and independence.
· Behave with maximum integrity in all dealings with residents’ personal and financial affairs, and avoid abuse of the privileged relationship that exists with residents and ensure that all members of the staff team are conscious of professional boundaries
· Ensure that the staff team operate in accordance with the appropriate regulatory; statutory and organisational standards and requirements.
· Where appropriate be responsible for analysing information relating to the health and well-being of residents and in discussion with the Domiciliary Care Management Team at Choices implement any changes required in relation to their care and support needs.
· Ensure the staff team recognise and facilitate the day to day needs of residents and assist in the provision of their daily care and support needs in accordance with their plan of care/support.
· Ensure at all times that residents are treated with dignity and respect especially in relation to their sex, ethnicity, culture and religion and that the staff team support individuals in exercising their rights and choices.
· In conjunction with the Domiciliary Care Management Team at Choices and through pro-active supervision, audit and inspection; ensure that residents care/support plans and all other records are accurate and being maintained properly in order to facilitate effective evaluation and monitoring of their care and support needs.
· Ensure the effective operation of all core care and support activities at the scheme including the organisation and maximisation of leisure and social opportunities and activities at the scheme that promote residents’ independence and sense of well-being.
· Ensure effective liaison and co-operation with social care and health colleagues and other care providers who may be providing services to residents in order to develop positive working relationships that enhance the service being provided to residents.
Staff Management and Supervision:
· Provide effective, positive leadership to the staff team and respond appropriately to any concerns or problems raised.
· Be responsible for the performance management and conduct of team members and where necessary assist in any disciplinary investigation or process.
· In managing and supervising the staff team and by leading through example; ensure that all organisational policies, procedures and operational practices are adhered to.
· Participate in monitoring and managing employee absence in line with the organisational policy.
· Establish and maintain a good team ethos in the scheme by motivating staff and promoting good team work practices. Also, ensure effective communication takes place at the scheme and that all communication is conducted in a professional manner and appropriate manner.
· Together with the Domiciliary Care Management Team assess the on-going skills and training needs of team members and to participate in the planning and delivery of appropriate scheme based and/or organisational training initiatives and provision.
Customer Care / Quality Assurance:
· Uphold the principles and practice of customer care and continuous improvement in leading on the development; monitoring and review of service provision.
· Instigate and maintain good customer care practices and challenge interactions that fail to deliver a quality service.
· Ensure that residents are enabled to comment and complain about any of the services they receive and ensure that all comments and complaints received are dealt with promptly and in accordance with organisational policy and procedures.
· Enable and promote resident consultation and involvement mechanisms that support the creation of an inclusive and supportive community within the scheme.
· Contribute and co-operate fully with any regulatory or organisational inspections / audits
Health and Safety:
· Take a lead role in the development and maintenance of a safe working and living environment for employees; residents and all others affected by our work activities by promoting safe working practices and responding promptly to any health and safety issues brought to your attention.
· Ensure that the staff team adhere to statutory, regulatory and organisational health and safety policies; procedures and practices and through personal example and effective management and supervision ensure employees conform likewise.
· Be responsible for the planning and delivery of any training; drills; inspections and audits considered appropriate and ensure that all administrative records relating to health and safety matters and/or training are completed and maintained correctly.
· To have an awareness of relevant relative health and safety regulations and legislation as it relates to the safe and effective running of the scheme. Also to undertake risk assessments and ensure any necessary control measures are introduced, monitored and reviewed and communicated to the staff team.
· Ensure the provision of information, instruction, training and supervision as necessary, to ensure the health, safety and welfare of all residents and employees in the scheme.
· Be responsible for your own health and safety and that of anyone else whom your acts and omissions may affect and maintain a professional and hygienic personal appearance at all times.
Resource Management:
· Comprehensively and effectively maximise all the resources available to the scheme especially in relation to the deployment of staff hours.
· Ensure that all resources and utilities are used prudently and that any waste is minimised and mange, monitor and maintain budgets agreed by Management.
General:
· Ensure that activities and services are developed to meet the needs of residents and the establishment of a stimulating, homely and inclusive community.
· Engage with the local community, other groups and organisations that can contribute to and benefit from the services provided at or from the scheme.
· Monitor all services, contractors and other organisations that are associated with the scheme to ensure residents are receiving a high quality service. This especially applies to contractors and other organisation who are delivering services that are an integral part of the core aspects of the scheme e.g. catering services.
· Ensure administrative and recording systems are maintained in accordance with organisational, statutory and regulatory requirements. The Service Manager will also provide and/or contribute to management reports as required.
· Ensure that all information and matters of a confidential nature are dealt with in accordance with statutory and organisational policies and procedures and that the staff team adhere to the same.
· Take responsibility for continuing personal development in order to enhance knowledge, skills and experience needed for safe and effective practice and the achievement of agreed service outcomes and personal appraisal targets.
· When necessary work flexible hours, including evenings, weekends and bank holidays to ensure the efficient operation of the scheme.
· Attend training appropriate to the role and maintain an up-to-date training profile.
· At all times promote and ensure anti-discriminatory practice in all matters of staff management and service delivery in accordance with the organisation equality and diversity approaches and statutory and regulatory guidelines.
Standard Requirements:
· Confidentiality: Confidentiality relating to residents; other employees and Choice’s commercial and business activities must be maintained at all times (both in and out of working hours) in accordance with professional codes of conduct and relevant legislation such as the Data Protection Act. The post holder should ensure that they are familiar with and adhere to all Choice’s policies and procedures relating to confidentiality. Any breach of confidentiality will be taken seriously and appropriate disciplinary action will be taken.
· Social Media: Inappropriate use of social media in such a way that brings the organisation into disrepute or breaches confidentiality will be taken seriously and appropriate disciplinary action will be taken. Employees should not use social media to engage in discussions about other employees or former employees of the organisation in such a way that beaches their privacy or in any way may be deemed as harassment.
· The organisation will take legal action against any individual whether currently employed by the organisation or not that uses any media, social or otherwise that brings the organisation or an employee of the organisation into disrepute.
This Job Description indicates only the main duties and responsibilities of the post. It is not intended as an exhaustive list. Choices reserve the right to amend this Job Description from time to time, according to business needs. Any changes will be confirmed in writing.
Please sign; print your name and date below to indicate your acceptance of this Job Description and your role and responsibilities.
Signature: Date:
Name: (Please Print)
Person Specification – Service Manager – Shire Living
Desirable / Application Form and/or interview
Good standard of general education.
Level 5 Diploma in leadership for Health and Social Care or the Registered Manager’s Award level4 NVQ.
(In exceptional circumstances candidates will be considered who do not hold these qualifications but have other relevant qualifications and experience. However, all applicants must commit to successfully obtaining the above qualification/s in an agreed period of time following appointment.
First Aid Training, Fire Awareness, Food Hygiene, Personal Safety, Safer Handling, Infection control. / E
E
D
D / A & certification
A & certification
A
A
Experience / Essential/Desirable / Application Form and/or interview
Minimum of 3 years’ experience working with older people and/or other vulnerable client groups in a care or supported housing setting preferably in a supervisory or management capacity.
Management / operation of a large building or facility.
Dealing with housing / tenancy issues and conflict resolution.
Knowledge and application of Care regulatory standards and planning and the co-ordination of care and support activities.
Understanding and/or knowledge of good practice in relation to the management and operation of a supported housing / extra care service.
Knowledge of Safeguarding Practices
Budget and resource management. / E
D
D
E
E
E
E / A / I
A / I
A / I
A / I
A / I
A / I
A / I
Skills and Ability / Essential/Desirable / Application Form and/or interview
Ability to plan and prioritise work load; and make/implement recommendations for good practice
Ability to lead, manage and motivate staff and create a positive team based working environment through effective communication supervision and support.
Good communication, numeracy and literacy written skills - ability to write care/support plans; risk assessments and other necessary management and care based reports / E
E
E / A / I
A / I
A / I
Ability to work without supervision and exhibit positive leadership and management skills and ability.
Ability to transfer training knowledge into practice
Ability to communicate effectively with residents colleagues, family members and other professionals / E
E
E / A / I
A / I
A / I
Commitment / Essential/Desirable / Application Form/interview
A personal commitment to the organisations values and principles
A commitment to the principles and practice of continual improvement and the provision of personalised services
A commitment to uphold the rights of older ; vulnerable and disabled people.
A commitment and the organisation’s approaches to equality and diversity / E
E
E
E / A / I
A / I
A/ I
A/ I
Other / Essential/Desirable / Application Form/interview
Ability to demonstrate a flexible approach to work
Good General Health / Attendance Record
Undertake personal and professional development in order to meet the changing demands of the job.
A full UK current driving licence and access to a motor vehicle / E
E
E
E / A / I
A/ I
A/ I
A/ I
Choices Housing Association Oct 14 Page 2