JOB TITLE: Services Director
JOB DESCRIPTION
JOB TITLE: Services Director
LOCATION: Lewes office
RESPONSIBLE TO: Chief Executive
RESPONSIBLE FOR:
Health and Community Development Manager
Community Clubs Development Manager
Information and Advice Manager
Isobel Blackman Centre Manager
HOURS: 35 hours
SALARY £33,415
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Purpose of the post.
a)To ensure successful and sustainable delivery and development of Age UK East Sussex’s services
b)To lead the Services Management Team and provide line management to service managers (and others as agreed) in line with agreed policy.
c)To take a strategic and customer-focussed approach to effectively managing and developing Age UK East Sussex’s services to ensure these meetaims and objectives.
d)To lead the development, delivery and marketing of services to individual paying customers, working closely with the Directorate teamand Finance & Central Service team staff to ensure this is successfully integrated with the organisation’s infrastructure and strategic objectives.
e)Lead the process of identifying and/or developing service-related funding opportunities.
f)With the Chief Executive, Directorate and Services Management Team, ensure Age UK East Sussex is able to successfully tender for services and / or apply for service-related funding.
g)To lead the process of bid-writing and/or applying for service-related funding.
h)To ensure effective contract/account management of commissioned services, and work closely with the Finance and Central Service Manager to ensure that all related HR, financial, legal, insurance, policy and procedural requirements are fulfilled.
i)To ensure compliance with professional and regulatory standards.
j)To ensure the organisation is identified as a key partner in the strategic networks and forums.
k)To ensure effective relationships exist with Health, Housing, Adult Social Care and voluntary sector partners.
l)To be a proactive/active member of the Directorate Team contributing to the strategic direction and management of the charity, and taking corporate responsibility.
m)To act as the key point of contact between Age UK East Sussex and Age UK in respect of services for older people.
n)To deputise for the Chief Executive as appropriate.
Responsibilities
Service delivery(approx. 50% of role)
a)To line-manage service delivery managers and other staff as identified by the Chief Executive.
b)Ensure that a person-centred and customer-focused approach is maintained and developed across all services.
c)To ensure people in later life are at the heart of the planning and development of current and future services.
d)To ensure effective Risk Management processes are in place for each area of service delivery and that there is an on-going culture of risk management
e)To ensure inclusivity and equality in service design, delivery and evaluation within the context of Age UK East Sussex’s equal opportunities, equalities and diversity policies.
f)To ensure that all services have Annual plans aligned to Age UK East Sussex Strategic and Annual Business plan.
g) To work with service managers to ensure that service plans are successfully delivered.
h)To identify, innovateand develop new opportunities and new models for delivering services that supports the work of the organisation
i)Ensure that all services meet national statutory regulations and requirements and work within the policies and procedures of Age UK East Sussex.
Service contract and funding monitoring(5%)
a)To maintain and develop summary files for existing commissioned / non- commissioned services, and ensure these are in place for future services.
b)To review and approve on-going contract monitoring reports by service delivery managers prior to final reports being submitted.
c)To play a leading role in formal contract review meetings with commissioning authorities / contract officers, working closely with individual service managers and the Director of Resources as appropriate.
Quality Management(5%)
a)To ensure compliance within the team to Age UK East Sussex quality standards (currently ISO 9001 and Age UK’s Quality Counts).
b)To ensure that service team’s template (standard) documents are kept up-to-date at all times and logged on the template document schedule (according to the template document procedure)
c)To ensure that regular customer satisfaction surveys, for all activities are conducted by service teams and summaries provided to the Quality Manager for presentation at the quarterly quality review meetings
d)To ensure that all external complaints are logged and acted upon according to the complaints procedure
e)To ensure that all non conformance of services and activities (i.e. where the service/activity does not meet the standards expected), are logged together with preventative action, for the attention of the Quality Manager
Partnerships and representation(20%)
a)To play a leading role in the management of Age UK East Sussex partnership-working in line with the organisation’s policy.
b)To monitor Age UK East Sussex’srepresentation at external networks and forums, and ensure this is built into the Quality Management process.
c)To represent Age UK East Sussex’sin its engagement with the Age UK Consortium on Services for Older People, local Health Partnerships, and other meetings as agreed with the Chief Executive.
d)To develop Age UK East Sussex’s existing partnerships and establish new partnerships as appropriate.
e)To work with the Directorate team to in the development of relationships with local Friends of Age UK, Age Concern Groups and Seniors Forums.
Influencing and campaigning (10%)
a)To keep up to date with Campaignsdeveloped through the Age UK Influencing Consortium, and with policy resource material developed within Age UK.
b)With the CEO,play a leading role in the identification of local issues (whether related to or independent of national campaigns) and in raising these with Directorate team.
Organisational Development(10%)
a)To lead on the development, implementation and review of service-related operational policy and procedures.
b)To lead the development of an Older People’s Involvement and Engagement strategy.
Other
a)To work within the policies and procedures of Age UK East Sussex and apply consistent principles of diversity and equal opportunities throughout the work of the organisation
b)To undertake any duties as many reasonably be required
Date created: 26/03/2008
Last date reviewed: ……19/12/ 2012