JOB DESCRIPTION
Operations Manager, Accommodation/ Prevention
CAYSH (revised Jan 2018)
1.Position in Organisation
1.1.Accountable to the Head of Service, CAYSH
1.2.Responsible for Team Leaders, Advice & Support Officers, Apprentices, Volunteers
2.Main Purpose and Scope of the Post
2.1.To contribute towards the development of new business opportunities and effectively manage existing contracts and services.
2.2.To provide day-today management for services and projects as required by the Chief Operations Officer including being part of an on call manager duty rota.
2.3.To provide line management support and supervision to Advise & Support Officers and volunteers where appropriate.
2.4.To ensure agreed recognised accredited quality standards are achieved and maintained.
2.5.To deputise for the Chief Operations Officer where appropriate and required to do so.
2.6.To lead on and co-ordinate safeguarding practices across ateam and work within legislative requirements laid down by the All London Safeguarding Children Procedures and the Local Safeguarding Children Boards.
2.7.To promote CAYSH’s commitment to equal opportunities within the team delivery.
2.8.To be responsible for the delivery of the Service User Engagement strategy and its outcome measures.
2.9.To work flexibly across the operational teams and areas as required by the Chief Operations Officer and the CEO.
2.10.All aspects of the job description are subject to supervision by the Chief Operations Officer
3.Managing Services
3.1.To assist the Chief Operations Officerin the formation and implementation of the Businessplan.
3.2.To form and implement the Operational Delivery plan in line the organisations requirements.
3.3.To assist the Chief Operations Officerin reviewing and formulating policy to meet the needs of the organisation regarding changes in legislation and any other good practice guidance and changes.
3.4.To assist in providing reports for, both internal and external stakeholders, as requested by theChief Operations Officerand CEO.
3.5.To ensure the team is successfully developed and meets the requirements of Commissioners, Grant Funders, Framework Outcomes, Supporting People Outcomes, Team Performance and Key Performance Indicators.
3.6.To ensure safeguarding policies and practices are adhered to and concerns are reported, recorded and reviewed.
3.7.To ensure that CAYSH’s targets are maintained including performance and quality and that we are contract compliant
3.8.To ensure a high standard of support and team delivery to allService Users.
3.9.To ensure that CAYSH’s service usersengagement strategy and policy are consistently delivered across the team.
3.10.To ensure that CAYSH’s health & safety standards meet and adhere to current legislation within the delivery of teams.
3.11.To ensure adequate rota cover is in place for 24/7 projects.
3.12.To provide management out of hours on call cover and office cover as part of a rota.
3.13.To assist in commissioning and tendering processes as directed by the Chief Operations Officer
- Managing People
4.1.To ensure service users are safely accommodated and that the safeguarding policy and protocols are adhered to by all staff.
4.2.To be responsible for case load management including allocation, monitoring and auditing
4.3.To liaise with the Housing Officer, Health & Safety and Maintenance to ensure properties meet required standards
4.4.To be responsible for undertaking the induction and training needs assessment of new staff and volunteers, delivering regular supervision and annual performance appraisals in line with CAYSH’s policies and procedures.
4.5.To ensure adequate staff cover within the team at times of annual leave and sickness.
4.6.To co-ordinate regular team meetings and attend operational management meeting as required.
4.7.To set clear standards, work plans and targets for staff, to monitor their performance through regular supervision identifying training needs where appropriate.
4.8.To undertake audit and inspections of the SU recording system. To ensure the case management system is completed accurately and in a timely manner by all staff.
4.9.To undertake probationary assessments and annual appraisals, where appropriate in conjunction with theChief Operations Officer.
4.10.To manage sickness absence and other absence for supervisees, in accordance with CAYSH policy and best practice.
4.11.To arrange provision of locum staff in order to ensure adequate cover at the project.
4.12.To organise staff recruitment in conjunction with the Chief Operations Officer.
4.13.To carry out necessary procedures in connection with disciplinary, grievances and
4.14.To ensure support workers complete CDPin line with policy and procedures and carry our regular audits of cases.
4.15.To drive service user involvement.
- Finance
5.1.To manage service budgets including contributing to the annual budget setting and quarterly reforecastingrequirements ensuringexpenditure is in line with the allocated budget.
5.2.To work with the Housing Officer, Rents andFinance Manager to ensure the effective collection and reporting of rental income including local authority invoicing and rent arrears management.
5.3.To ensure that CAYSH’s effectively manages its void levels and income targets.
- Quality and Contract Compliance
6.1.To report all complaints received from service users to the Chief Operations Officerand investigate in line with CAYSH’s Complaints Policy and Procedure.
6.2.To monitor and review the service offered by CAYSH to service users and non-service users and to participate in looking at ways to improve or extend the service.
6.3.To respond in a proactive manner regarding tenant and neighbour disputes.
6.4.To identify with the Senior Management Team the quality marks required and support the organisations attainment of them.
6.5.To project manage the implementation of achieving required standards for quality marks to ensure the quality of the service is recognised through an accredited and relevant quality mark.
6.6.To establish and regularly review quality standards in the context of external regulatory and statutory requirements implementing internal compliance reviews or audits for frontline staff.
6.7.To train and mentor staff to develop their compliance skills and embed change to improve the compliance environment.
6.8.To assist in the development and maintenance of compliance and internal control procedures and provide training on these throughout the organisation.
6.9.To provide performance and management data to the Data Inputand IT Officerswhen required
6.10.To produce monitoring records including rent, contract monitoring information, SHIP returns, grant outcome and contribute towards annual reports where applicable.
6.11.To liaise with Housing Associations and Local Authorities and attend liaison meetings with partner agencies and funders, providing written reports as necessary.
- Policies & Data Protection
7.1.To assist in the review, formation and delivery of policies, procedures and practice and promote the highest standard of teamdelivery.
7.2.To ensure that all agreed policies, procedures and practice relating to the team are understood and followed.
7.3.To ensure confidentiality of all personal data held in your care as specified in the Data Protection Act 1998.
PERSON SPECIFICATION
OPERATIONS MANAGER
Essential / Desirable1. KNOWLEDGE & EXPERIENCE
1.1. Achieved or be willing to work towards an NVQ Level 5 (or above) or hold
an equivalent qualification in Management and Leadership / Essential
1.2. Extensive post qualifying experience of providing support services to young
people / Essential
1.3. Experience of managing teams working with young people either in Local
Authority, Voluntary or Social Enterprise sector / Essential
1.4. Knowledge of benefit issues & relevant legislation affecting young
homeless people / Essential
1.5. An awareness of the needs of young people in relation to housing and
support / Essential
1.6. An awareness of the commissioning processes and requirements / Essential
1.7. Experience of managing and supervising a team providing support / Essential
1.8. Experience of assisting staff to meet continuous professional development / Essential
1.9. Experience of delivering/leading Service User Involvement / Essential
1.10. Experience of using an electronic case management system / Essential
1.11. Experience of child protection and safeguarding vulnerable people / Essential
2. SKILLS & ABILITIES
2.1. Ability to embrace change and work with, motivate and lead a team / Essential
2.2. Ability to supervise and provide management support to a team / Essential
2.3. Ability to communicate effectively both verbally and in writing at all levels of
the organisation, with partners and with Service Users / Essential
2.4. Ability to work under your own initiative& ensure frontline staffdeliver a
high quality team performance / Essential
2.5. Self-servicing in admin tasks using WORD, EXCEL & electronic recording
systems / Essential
2.6. Strong communication negotiation and presentation skills / Essential
3. PHYSICAL CIRCUMSTANCES
3.1. Ability to climb stairs and undertake light lifting / Essential
3.2. Ability to work flexibly including working a regular early evening, weekends
as and when required / Essential
3.3. Ability to take part in a management on call out of hours service / Essential
3.4. Good work attendance record with no health problems likely to impact
adversely / Essential
3.5. A (clean) UK Drivers licence / Desirable
Operations Manager, CAYSH (revised Oct 2017)
June 2015 Page 1 of 5
VERSION 3