Job responsibilities
JOB PURPOSE
To lead a committed and motivated team/s delivering efficient, high quality, cost effective, person centred services in line with CQC Fundamental Standard regulatory requirements. You will lead your team to empower customers to live independently and making it a great place to work for colleagues.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Wed also love you to have, or be brilliant at (but dont worry if not)
Experience of partnership working with strong interagency links / liaison e.g. health and social care.
Experience of housing management and working towards KPIs and void and arrears management processes.
Experience of working in line with health and safety regulations, processes and procedures.
Competent user of Word, Outlook and Excel and relevant people, performance, contract and financial management systems
Experience of working with stakeholders and commissioners in the quality assured delivery of services including evaluating and monitoring service outcomes and goals inline with contract requirements
Strong numerical skills with the ability to analyse and interpret numerical data including budgets, Key Performance Indicators
Experience of undertaking service improvement activities in response to audits and inspections.
KEY RESULT AREAS
Well-Led: By well-led, we mean that the leadership, management and governance of the service assures the delivery of high-quality person-centred care, supports learning and innovation, and promotes an open and fair culture
Accountable for ensuring the service(s) meets regulatory and audit requirements through clear monitoring and continued assessment.
Undertake relevant supervision and internal quality assurance of regulated activities to ensure they meet prescribed standards. E.g. administering medication.
Manage the resolution of review and audit findings and corrective actions. Ensure the service(s) meets and exceeds the requirements of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission Guidance (Fundamental Standard Regulations)
Lead, manage, monitor, supervise and develop staff in line with Home Groups Performance through People processes. Lead, manage and govern to ensure high quality, person centred care
To ensure the service and staff team are compliant with internal information governance policy and process and NHS Local Information Governance process as where appropriate, following required reporting processes internally and in line with CQC regulations
To ensure that a positive culture exists for customers that is person-centred, open, inclusive and empowering.
To act as a role model demonstrating good management and leadership
Safe: By safe, we mean people are protected from abuse and avoidable harm Provide effective management to ensure customers are kept safe and protected from abuse including:
Safeguarding Policies and Procedures are delivered effectively
Undertaking incident review and lessons learnt
Following Safe Recruitment and people management practices
Compliance with Care Certificate
Compliance with internal policies and procedures.
Performs appropriate health and safety checks, risk assessments and maintains records in order to ensure colleagues and customers alike are safe from harm or risk
Is a Designated Person for Safeguarding within Care and Support / Registered Services and will ensure that adequate arrangements are in place to ensure their teams have the necessary information, training and supervision to provide effective safeguarding for adults at risk of abuse or neglect; children and young people who come into contact with the service
Effective: By effective, we mean that peoples care, treatment and support achieves good outcomes, promotes a good quality of life and is based on the best available evidence
Ensure the delivery of a safe, personalised service to each customer through assessment, person centred planning and regular outcome-focused reviews of services.
Ensure customer support is effective and ensure good outcomes for individuals e.g. care provided is person centred and effectively documented in support files (audited as required)
Following safe recruitment and people-management practices, as well as ensuring care certificate and annual training plan compliance.
Caring: By caring, we mean that the service involves and treats people with compassion, kindness, dignity and respect
Ensure colleagues within teams deliver their activities in a caring, compassionate manner and oversee delivery of behavioural support approaches where appropriate e.g. customer involvement takes place with feedback acted upon.
Ensuring the team develop positive caring relationships with customers using the service?
Ensuring the team support customers to express their views and be actively involved in making decisions about their care, treatment and support.
Ensuring customers privacy and dignity are respected and promoted at all times by all colleagues.
Responsive: By responsive, we mean that services meet peoples needs.
Ensure services are responsive to meet customers needs and respect their diversity e.g. feedback is acted upon, independence is promoted and staffing levels are appropriate for service need.
Allocates resources according to customer needs and contract requirements to ensure the delivery of high quality services evidenced by customer satisfaction and Key Performance Indicators (KPIs) Participate in an on-call system where appropriate
COMMUNICATIONS & WORKING RELATIONSHIPS
Internal:
Local regional and national senior managers for business related support
Support service colleagues (Finance, Policy, HRD etc) regarding application of relevant operational and people processes and policies External:
Customers, their families and other people involved in their care, Care agencies, the CQC and local authorities.
Partner agencies and providers (housing, health and social care professionals, benefits, welfare and advocacy agencies and landlords)
3. Commissioners and regulators as appropriate according to service / customer groups
SCOPE FOR IMPACT
Colleagues
Promotes a positive working environment and contributes to making Home Group a great place to work as evidenced by colleague engagement and satisfaction.
Supports customer facing colleagues and front line managers in their work with customers to enable positive risk taking
Facilitates team learning sessions to refresh knowledge and improve professional practice on an ongoing basis
Conducts quality conversations with team members to identify development needs, carries out pre-learning and post learning discussions to encourage effective transferring of learning (knowledge and skills) to the workplace
Creates a culture which engages and motivates colleagues to be the best they can be accessing appropriate means for achieving this.
Observes their teams performance and interactions with customers to ensure practice is in line with requirements and professional standards, providing real time feedback and support as appropriate
Customers
Provides specialist support and advice to team members on appropriate interventions to enable customers to achieve their outcomes.
Advances customer involvement practices by engaging and consulting with customers regarding service delivery plans and solutions
Implements local and / or national initiatives designed to improve working practices and services to customers, monitors and measuring the impact of these
Delivers effective customer-facing work as required by rota or specialisms required
Performs the role of expert in developing and delivering effective interventions in support of service delivery and understanding of the customer groups
Quality / Cost
Sources, analyses, and provides management information, data and reports to support Key Performance Indicators and to contribute to business performance.
Monitors the quality of link working, support planning and risk assessment to ensure all customers receive consistent and appropriate levels of support aligned to customer aspirations, regulatory compliance, contract requirements, commissioner expectations
Up-to-date knowledge of new and emerging practices in customer-centred / personalised services and the courage to explore and implement these
Makes effective use of all core systems to ensure information is accurate, up to date and supports professional working practices
Maintains confidentiality of records and comply with data protection requirements regarding personal data of colleagues and customers alike.
Prepares clear and accurate reports for more senior managers relating to contracts, staffing, budgets, customer move on, arrears, voids etc. for inclusion in relevant KPI reports for key customers and stakeholders.
Ensures team members maintain accurate and up to date records for
customers and the service as a whole
Ensures the service delivers high quality and effective services within budget and quality standards by regularly auditing service records, producing action plans and taking the appropriate actions
Continually reviews the quality of service provided by the team and identifies opportunities to improve service delivery as evidenced by operational measures of success including customer satisfaction, internal audits and CQC inspections
Effectively markets the services, their achievements and results in order to demonstrate how customers needs are met
Provides effective assistance in contract monitoring, demonstrating strong understanding of the contract compliance requirements and performance against these
Contributing information to service and business development initiatives as required
Assumes responsibility for KPIs within service(s) and is fully responsible for the performance within their area of responsibility
Manages budgets effectively in all aspects of the budget / financial cycle from setting, reviewing and monitoring these
