Job Remit
Post Title / Extra Care Manager
Line Manager / Head of Support Services
Location / Esther Randall
Department/Team / One Support
Grade / Band 3
Budgetary Responsibility / Yes
Version Control / Version: 01 Date: January 2016
Job Purpose and Background
To ensure the delivery of a high quality care and housing service in an Extra Care setting which
reflects best practice and adheres to all relevant legislation and performance standards.
To have overall responsibility for management and delivery of the vision of the Extra Care Scheme
and to oversee the wellbeing and welfare of customers living at the scheme including safeguarding.
To have overall responsibility for management and development of the Domiciliary Care Team,
working in conjunction with the HR department in relation to all areas of recruitment, selection and
retention of domiciliary care staff.
Principle Outputs & Responsibilities
  • To assist in the development of the service objectives and annual local business plan,
including quality assurance and marketing of the service. To monitor and update
programmes of work to ensure targets are met.
  • To develop and maintain positive and effective working relationships with external
agencies such as CQC, social work and community teams, purchasers, commissioners
and other stakeholder agencies and individuals, as required. In particular work with
professionals to deliver an effective service in relation to the needs of older people and
people with dementia.
  • Liaise effectively with partner agencies and stakeholders to ensure referrals and
assessment issues are dealt with within time objectives of the department and minimising
void loss.
  • To identify group and individual learning and development needs; to organise, participate
in and deliver training.
  • To ensure effective communication within the team (via team meetings, handovers, etc.);
with customers, their families and friends in accordance with their wishes and withprofessionals
from other statutory and voluntaryorganisations, including providing written reports.
  • ensure the development and management of effectiveadministration systems and procedures relating to the dailyrunning of the service, including customer records, health& safety etc paying particular attention to ensuring all riskassessments are in place, implemented, monitored and
updated as required.
  • Liaise with customers and/or their representatives to ensure their requests and concerns
are responded to efficiently and effectively.
  • In consultation with customers, promote a range of social/leisure activities at the scheme.
Involve voluntary groups and residents from the wider community as appropriate.
  • To provide supervision and appraisals to staff members, in accordance with One Support
policies.
  • To assist in the budget making and management process reflecting service objectives and
ensuring effective monitoring of funding and expenditure.
  • To make effective use of One Support IT systems as appropriate to position held.
  • To lead and participate in any formal or informal investigations as required, relating to staff
or as a result of formal complaints in accordance with One Support policies.
  • To monitor and manage the use of bank or temporary (including agency) staff within
Domiciliary Care.
  • To ensure that the Organisation’s Health and Safety policies and procedures, including fire
safety procedures, lone working procedures and infection control, are properly adhered to
and to be responsible for the implementation of health and safety practice across One
Support Domiciliary Care Service.
  • Willing and able to work shifts, nights and at weekends as required including lone working.
Policy Formulation & Implementation
To contribute to the development of new domiciliary service policies and procedures and
to ensure they are effectively implemented.
To ensure existing organisational policies are implemented consistently across services
and that domiciliary service policies as required are implemented in line with this.
To assist in the management and implementation of change and development, paying
particular attention to detail ensuring effective communication, and a positive approach.
Organisational /Statutory
To review service provision, in line with local quality management processes, to meet
CQC Domiciliary Care Essential Standards of Quality & Safety and Supporting People
regulations in relation to the Quality Assessment Framework, taking account of changes in
legislation and care practice.
To undertake research, anticipating and acting upon
current and future demands of purchasers and services.
To at all times carry out responsibilities with due regard to
One Support Equal Opportunities policy.
To respect the confidentiality of data stored electronically
and by other means in line with the Data Protection Act.
Continuous Improvement
To participate in and contribute to regular supervision and performance review meetings
with line management.
To participate in the staff development programme as identified during supervision and/or
annual appraisal.
The above list is not exclusive or exhaustive and the post holder will be required to undertake such
duties as may reasonably be expected within the scope and grading of the post. All members of
staff are required to be professional, co-operative and flexible in line with the post, service /department and organisation.
Essential Knowledge, Skills and Experience
  • Good level of IT skills and literacy
  • Knowledge of the Housing Sector and One Housing’s activities.
  • Experience of producing performance indicators that measure business activities for senior executives.
  • Knowledge and understanding of up to date legislation, government frameworks relevant to the customer group. e,g. CQC
  • Sound knowledge and understanding of issues affecting individuals relevant to the customer group
  • Safeguarding adults and children.
  • Knowledge of resettlement and housing issues for people with support needs including welfare benefits
  • Knowledge of health and safety issues in relation to the customer group
  • Experience of working within an assessment and support planning process relevant to the customer group
  • Experience of fostering and maintaining relations internally and externally
  • Ability to promote customer involvement, choice and diversity
  • Ability to communicate effectively in writing including the preparation of letters reports & file notes.

Desirable Knowledge, Skills and Experience
  • Staff management experience
  • Experience of promoting diversity and participation
  • Ability to represent OHG to other agencies and companies.
  • Good organisation skills and ability to prioritise workload.
  • IT skills including use of Microsoft packages such as Word
  • Ability to monitor service qualitySignificant experience of working with older people preferably
in an Extra Care setting and of working with people with dementia
  • Recent experience of managing staff, involvement insupervising and developing a staff team including staffrecruitment, induction, probation & training or mentoring asrequired
  • Experience of multi-agency working and communicating withcustomers and their families and friends, including providingwritten reports
  • Experience of managing effective administrative systemsrelating to the daily running of the service
  • Experience of budget management ensuring effectivemonitoring of funding and expenditure
  • Experience of complaint management and carrying out formalor informal investigations
  • Understanding of the regulatory and statutory framework ofsocial care and a Domiciliary Care Service ensuring workingpractices are in line with organisational policies & procedures
  • Must demonstrate a commitment to continuous improvement inservice delivery
  • To be committed to your own personal learning & development
  • Willing and able to work shifts, nights and at weekends asrequired including lone working

Professional Qualifications and Membership
Good general standard of education (GCSE Maths & English)
or equivalent
  • NVQ 4 and/or Registered Managers Award or equivalent

Decision Making Accountability
  • Which key stakeholders does the post holder have to work with to be successful in their role?
  • What are the top 3 key decisions the post holder would be responsible for?

Other Duties
  • Ensure that responsibilities for Health and Safety are properly understood and discharged as defined in One Housing’s Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people.
  • Comply fully with One Housing’s policies and procures including the standing orders and financial regulations.
  • Comply with the Equal Opportunities and Diversity Policy
  • Comply with the data protection act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public)
  • To carry out any other reasonable duties as required

Behaviours Framework
Collaboration /
  • we proactively work with and communicate with other managers and departments
  • we are dedicated to getting the best from each of our team members and encourage contributions and sharing knowledge

Engagement /
  • we consider the impacts of our actions or non-actions on our colleagues, our customers and our reputation
  • we give regular, positive, and constructive feedback to our people;
  • we pride ourselves in bringing out and utilising, wherever possible, our people’s unique skills and experiences

Excellence /
  • we regularly facilitate team reviews that identify and action service improvements for our customers, our colleagues, and partners
  • we prioritise based on what is important to our customers and our colleagues, and not just ourselves

Respect /
  • we address any incidents of disrespect, negativity or low performance immediately
  • we actively support our people in building resilience, and take action to proactively prevent stress levels from rising

Ambition /
  • we create and communicate learning and advancement opportunities for people
  • we set clear objectives in agreement with our teams and team members

Progression Pathway
  • Senior Team Manager, OneSupport areas of the business
  • Assistant Head of department
  • Head of department
  • Other management roles
  • Experience of more than one type of service – cross contract / diverse
  • Experience / strategic understanding of contract management
  • Demonstrate a strong understanding of different areas of the business
  • Can evidence significant standard/understanding of CQC requirements
  • Budgetary management responsibility
  • Ability to assess work, strategic thinking in delegation, decision making and responsibility

Collaboration / Engagement / Excellence / Respect / Ambition