Operations Manager
Competency Based Person Specification
Achieving Results of High Quality and Value
Demonstrates a drive to do things better and to set and strive for challenging goals that support the long-term success of Crossroads Care. Identifies priorities and develops clear goals that are consistent with agreed strategies and objectives, and ensures they are implemented effectively. Establishes plans of action to ensure achievement of results and delivers the expected results in a timely manner.
Essential
· Working knowledge of implementing and meeting related standards.
· Self motivating and uses own initiative when making decisions.
· The ability to remain calm and objective when under pressure.
· Positively managing customer complaints and concerns.
· Excellent organisational skills.
· Working within a changing environment.
Desirable
Experience of
· Implementation of operational policies and procedures.
· Effectively managing resources and budgets.
Monitoring and Evaluating
Uses systems and processes to regularly review their own performance and the performance of others. Analyses and uses information to seek improvement and deliver change. Consistently and regularly reviews work to identify progress against agreed targets/objectives/budgets/plans etc.
Essential
· Experience of translating operational performance information into action plans
· An attention to detail and ability to undertake and manage accurate recording and reporting of information.
· Experience of assessing care plans and monitoring outcomes.
Desirable
· Experience of financial performance monitoring (unit costs, costs per hour).
Customer Focus
Demonstrates commitment to providing and maintaining a high quality, affordable service. Displays a desire and willingness to understand and address the needs of others. Meets customer needs by obtaining feedback and improving the levels of service provided.
Essential
· Experience in carrying out care planning, risk assessments and health and safety assessments.
· Experience of working in a service provision environment.
· Knowledge and understanding of National Care Standards; Regulatory QA requirements; the workings of social care and health care.
· An understanding of the legislation relating to the provision of care for children with disabilities.
· Knowledge of the legislation relating to care, child/adult protection and disability
· Experience of (personal, paid or voluntary) working with, or caring for, vulnerable adults or children with disabilities.
· An understanding of the needs, rights and issues of Carers, children and people with disabilities.
· Experience of building relationships with diverse groups.
· Committed to anti-discriminatory practice.
Desirable
· Understanding of the working and values of the voluntary sector.
· Understanding of and commitment to the promotion of diversity, choice and equal opportunities.
· Knowledge of Cambridgeshire health and social care teams and networks.
· A knowledge and understanding of the issues relating to domiciliary care and community services.
· Experience of working with families in a care environment.
Effective Communication
Displays good interpersonal and communication skills, talks and writes logically, concisely and persuasively. Actively listens, observes and picks up on the content of what is being said. Communicates ideas and information in the appropriate manner for the audience.
Essential
· Experience of communicating regularly and effectively with teams and individuals at all levels, whilst remaining diplomatic, confidential and approachable.
· Ability to give and receive instruction.
· Can communicate ideas and information in the appropriate manner for the audience.
· Experience of effectively planning and chairing meetings and/or making presentations.
· Proven ability to pro-actively promote and raise awareness of services.
· Familiar with communicating decisions that are not well received.
Desirable
· Experience of promoting and raising awareness of issues.
· Experience of writing reports
Leadership
Manages and motivates staff to achieve objectives and excel in whatever they do, using a variety of leadership styles appropriate to solutions. Introduces and manages change pro-actively and positively.
Essential
· Experience of staff management and development.
· Proven ability to motivate others and form good working relationships.
· Ability to lead teams and remain focused on objectives and outcomes.
Desirable
· Experience of conducting interviews.
Team Working
Develops and maintains positive working relationships with colleagues and other team members both within and outside the organisation. Contributes to the achievement of the team and the organisation’s goals by working collaboratively in ways that value diversity. Has the ability to overcome potential conflict and gains co-operation by explaining benefits of proposals and demonstrating an understanding of the views of others.
Essential
· Proven ability to form and maintain good working relationships.
· Familiar with listening and responding positively to people with differing views and opinions.
· Ability to work effectively and in partnership with external agencies.
· Ability to work independently and part of a management team.
Desirable
· Previous experience of working with other care agencies.
Judgement
Makes effective decisions that respond to the short-term pressures, yet do not compromise either long term strategies or the broader business issues. Evaluates the pros and cons of alternatives, considers the impact of decisions on others and on the organisation. Seeks out and balances relevant information, assess the issues and reaches effective timely decisions with confidence.
Essential
· Experience in analysing information or situations and generating reasoned solutions.
· Ability to prioritise urgent issues whilst achieving outcomes to agreed deadlines.
· Experience of assessing complex situations.
· Experience of managing expectations and difficult situations.
Professional & Technical - Job Specific
Essential
· NVQ Level 4 in Care Management or equivalent qualification.
· Ability to travel around the county as necessary, including some working in Cambridge City.
· IT literate including MS Office.
Desirable
· Willing to study towards relevant qualifications, for example Registered Managers Award (RMA).
West Anglia Crossroads Caring for Carers (known as Crossroads Care Cambridgeshire) is a company limited by guarantee.
Registered Charity No. 1091522 A company limited by guarantee Registered in England No. 4379948
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