Job Summary: Service Manager

Watford Mencap

Job Summary: Service Manager

About Our Organisation

Watford Mencap is one of the largest Mencap societies in the UK and has a long established history of providing high quality social care services to people with learning disabilities and their families in South West Herts. We are a registered charity No 1004431 with a trustee body, the Council of Management. Whilst we are affiliated to National Mencap we are independent and self funding.

2011 marked our diamond anniversary, an important event in our history, and at our AGM we celebrated the progress made towards achieving our personalisation aims. Ensuring our customers have full choice and control over the services they use has been an important part of our business plan and has enabled us to develop a range of creative and innovative new services meeting people’s changing needs.

In the last 5 years we have increased our annual turnover by £1 million to £2.5 million and now employ 120 staff, have over 140 volunteers and provide support to more than 500 local people with learning disabilities and their families.

Changing Needs

The current financial climate brings real challenges to our organisation and it is essential that we build on our reputation in order to compete successfully in a tough open market. Our primary focus is identifying new ways of working so we can operate as efficiently as possible to offer real value for money, whilst maintaining service quality at the highest level that our customers have grown to expect. Delivering services that meet individual and commissioners requirements is essential to our long-term sustainability.

Purpose of the Post

While we are well positioned to meet the challenges ahead we want to strengthen leadership and management within our Development Department; Residential care, Domiciliary Care, Individual Services, and Housing Related Support. This will enhance our ability to respond to financial pressures and implement our efficiencies strategies. Working in partnership with the Local Authority we are in the process of negotiating the remodelling of our residential care services to meet new funding requirements while maintaining our commitment to personalisation and quality.

With overall responsibility for designing, leading and implementing the change process within our care homes, and with external stakeholders, this post requires a skilled and confident manager with a proven track record of successfully remodelling services at this level. Communication, financial and political acumen, strategic vision, operational knowledge, logistical skills, empathy, sector credibility and leadership are critical to delivering our objectives and aims.

For the right candidate this position will provide an exciting and interesting opportunity to help shape the organisations services so that Watford Mencap becomes the recognised social care provider of choice for people with learning disabilities and their families living in South West Hertfordshire.

Position – Service Manager

Responsible to – Development Manager

Reports – Residential Care Home Managers

Additional duties include deputising for the Development Manager

Core Duties and Responsibilities:

1.  To have overall responsibility for designing and implementing the change strategy to financially and operationally remodel our 3 residential care homes in accordance with Watford Mencap and HCC agreements

2.  To have lead responsibility for engaging, involving and communicating with key stakeholders to maintain their support and assistance in service development and implementing new ways of working

3.  To ensure that services are remodelled and developed in accordance with the needs and preferences of people with learning disabilities, their family carers, commissioners, organisational priorities and local need

4.  To define and introduce new staffing structures across the residential care services to meet the needs of the organisation and residents, leading from the front and promoting change within the staff teams to ensure the workforce is equipped to take on new roles and responsibilities as required

5.  To provide direct line-management supervision, mentoring and leadership to Residential Care Home Managers to ensure services continue to be delivered at the highest standard complying with CQC regulations and organisational policies, procedures and practices

6.  To lead and support the recruitment and retention of staff, ensuring employment, training and development good practice is followed and that staff are competent and confident in their roles

7.  To regularly prepare and present qualitative, quantitative, and financial written and verbal presentations, reports and proposals to inform the Senior Management Team and other stakeholders of service delivery outcomes, developments and change management progress

8.  To be registered as the Watford Mencap nominated individual responsible for supervising the management of regulated activities for CQC requirements and fulfil the legal duties accordingly

9.  To promote the personalisation agenda ensuring residents have maximum choice and control over their lives and have the opportunity to enjoy new experiences and achieve their full potential

10. To be self-sufficient in own administration and communications using relevant IT, taking responsibility for own performance and personal development, seeking opportunities to enhance and improve service delivery

11. Develop an outcome focused quality assessment audit system and process suitable for all services provided by the organisation, and ensure regular monitoring and evaluation against standards involving staff, customers and other relevant stakeholders to meet statutory requirements while driving forward efficiency and personalisation

12. To work in partnership with a range of stakeholders and colleagues to market Watford Mencap services and identify opportunities to create and expand our range of new housing and/or support services for people with learning disabilities

13. To contribute to the on-going smooth running of the Development Department services, providing operational cover in the absence of other managers, participating on the on call rota as required and deputising for the Development Manager in their absence

14. To actively promote Watford Mencap services and the personalisation agenda at county level to a wide audience to ensure that all people with a learning disability are able to secure the housing and support services meeting their specific needs, wishes and expectations

15. To seek out and respond to new opportunities for service development and growth, negotiating new service contracts and tenders in consultation with the Development Manager

16. To act as an ambassador for Watford Mencap in order to raise the profile of the charity, working flexibly and creatively to meet the needs of people with learning disabilities, their families and supporters, volunteers and partner organisations

17. To carry out other additional duties appropriate and commensurate with the post of Service Manager and to support the organisation’s wider goals by working flexibly across the organisation from time to time as directed by the Development Manager

This list is not exhaustive and will be reviewed from time to time in discussion with the post holder. It requires flexible working, including occasional weekends, evenings and bank holidays as deemed appropriate by the organisation. The post holder is expected to be conversant with and work within the aims and objectives of the charity and to adhere to current policies, practices, and procedures.

Core Person Specification: Service Manager

The following information tells you about the qualities and abilities we are looking for in potential candidates. Please describe in your application form how you consider that you meet the essential and desirable criteria listed below with as much detail as you feel appropriate.

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December 2011