SOUTH OF ENGLAND ADVOCACY PROJECTS
JOB DESCRIPTION
Job Title Team Manager
Project ICAS
Salary Scale NJC Scale Point 35-37
Reporting to Operations Manager – South East
Job Purpose
The Team Manager will be concerned with managing the Independent Complaints Advocacy Service (ICAS) in their locality, for people who are in receipt of health services, or who require such services. The service aims to support anyone who wishes to make a complaint about any aspect of their NHS treatment or care, and is a way of providing an additional safeguard to ensure fair and appropriate care.
The Team Manager will ensure that the service is appropriate and sensitive to differences of race, culture, belief, sexual preference, age, gender and ability, and that it is accessible and actively promoted to all sections of the community.
The Team Manager will promote the service as a process by which people are enabled to articulate their views themselves, or through a competent and independent voice, which will express their wishes and feelings.
The Team Manager will, in the first instance, develop and maintain a local service, which is sensitive to local conditions, whilst ensuring that it conforms to the same high quality standards being implemented by the rest of the South of England locality teams. This will include supporting a staff team that will deliver the service across the locality.
The post holder will have responsibility for the development and management of the local service, the line management of its staff, and will promote the service to all relevant stakeholders in the local health community. It is essential that the post holder works to develop constructive working relationships with PCTs, Trusts, and other health related partners.
Key Responsibilities
1. Develop and maintain, in line with the Operations Manager, a high quality advocacy service across the locality managing the implementation, delivery and coordination of both remote and specialist advocacy provision across levels 1 to 5.
2. Ensure quality standards are achieved by implementing operational policies and procedures to maintain a professional and consistent service across the locality.
3. Provide line management support, supervision and appraisals to locality ICAS staff and facilitate monthly peer reviews.
4. Provide support and supervision to Advocates in Group Supervision.
5. Liaise and work with the Specialist Outreach Co-ordinators in developing and delivering the service to harder to reach groups.
6. Promote the service to voluntary and statutory agencies and NHS funded private healthcare providers , and to develop and maintain good working relationships.
7. Be responsible for overseeing their locality’s service budget, in liaison with the Operations Manager, including petty cash.
8. Assist in the implementation of national standards, performance management key indicators and assist senior managers in working towards an externally accredited quality assurance award.
9. Ensure regular monitoring and evaluation of the local service is undertaken, in line with the guidance from the Department of Health and the Project Director, to assess the local service’s overall effectiveness, consumer satisfaction with the service, and the extent to which it identifies unmet needs, including provision of monthly internal reports on locality issues.
10. Attend and participate in regular supervision and appraisal sessions with the Operations Manager.
11. Liaise with the Project Managers of SEAP’s specialist Advocacy Projects and other independent advocacy services for client groups across their locality.
12. Keep abreast of new legislation and government reports which impact on people’s rights and health care practice, and to ensure such information is disseminated to staff.
13. Work within, and ensure that their locality ICAS Staff adhere to all existing SEAP policies and protocols.
14. Attend and participate in service reviews, organisational training and Team Manager meetings as required.
15. Raise awareness and understanding of the role of the service, and the difficulties that clients face when wanting to make a complaint, or when facing a problem with their health services, undertaking presentations on the service across the region.
16. Be aware of current trends and issues relating to health services and forms of advocacy.
17. Maintain up to date and accurate administrative records.
18. Ensure strict confidentiality is maintained at all times.
19. Travel beyond the immediate geographical area as required from time to time.
20. Some evening and weekend work will be required from time to time.
21. Undertake relevant training as necessary.
General
1. To attend and participate in regular supervision, in line with SEAP’s supervision policy. Participate in annual performance appraisals, training and internal meetings.
2. Become familiar with, and work within, the policies, procedures and protocols of SEAP.
3. Ensure that all duties and services provided are in accordance with SEAP’s Equality and Diversity Policy.
4. Comply with individual responsibilities in relation to health and safety in the workplace in accordance with SEAP’s Health & Safety Policy & Procedure.
5. Undertake such other duties and tasks commensurate to the grade and character of work. Therefore the above list of main tasks in this job description should not be regarded as exclusive or exhaustive.
Note; This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot themselves justify a reconsideration of the grading of the post. SEAP reserves the right to update the Job Description from time to time to reflect these changes in or to the post after consultation about any proposed changes.
Signatures
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Post Holder Date
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Line Manager Date
SOUTH OF ENGLAND ADVOCACY PROJECTS
PERSON SPECIFICATION
Job Title Team Manager
Project ICAS
Salary Scale NJC Scale Point 35-37
Essential Criteria / Desirable CriteriaEducation & Qualifications / A good level of written and verbal English
A good standard of general education / Management qualification at NVQ Level 5 or equivalent
Key Skills & Abilities / Ability to communicate well with both vulnerable people and service providers
Ability to operate a computer and undertake own administrative tasks when necessary.
Ability to deliver presentations to a wide audience
Good administrative and organisational skills
Ability to maintain a positive, non-judgemental approach and address discriminatory practices
Knowledge / Knowledge, and understanding of the principles of advocacy and empowerment, and an awareness of the benefits and issues involved for people who use services, service providers and planners. This should be based on personal experience or direct involvement with service provision.
Working knowledge of vulnerable people’s rights and relevant legislation / Knowledge, understanding or experience of NHS Complaints Procedure
Understanding of the way local authorities provide services for vulnerable people
Experience / Line Management, ideally within the advocacy field
Working with vulnerable people
Experience of monitoring and evaluating a project/service / Provision of direct advocacy support or complaints work
Personal Attributes / Ability to be self-motivating in managing, organising and prioritising workload
A commitment to team work
Ability to respect, and promote, vulnerable people’s right to make their own informed decisions without influence
A commitment to equal opportunities and anti-oppressive practices with an understanding of the principles of anti-discriminatory practice and equal opportunities and a non-judgemental attitude
Behavioural Approach / A commitment to the rights of vulnerable people to access Health Care and the NHS Complaints Procedure
Ability to support vulnerable people through the process of resolving complaints and other issues
Other / Flexibility to work unsocial hours when required
Ability to travel throughout the locality / Driving License and access to a car for the purpose of work
SEAP Job Description & Person Specification October 2009