Job Description - Home - Social Interest Group



JOB DESCRIPTION

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|POST: |Service Manager |

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|RESPONSIBLE TO: |Head of Services |

| |Lewisham Services (Main Office in New Cross) |

|LOCATION: | |

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|MAIN PURPOSE OF POST: |To successfully manage all elements of the service. The Service Manager will be an |

| |effective manager and motivator, supporting their business area/s to achieve and exceed. |

| |You will be an excellent communicator, regularly liaising with staff, commissioner and |

| |partner agencies in providing support and advice to service users. You will be responsible |

| |for ensuring performance targets are achieved and will drive continuous improvement to |

| |benefit those who use our services |

| |£35,000 |

|SALARY: | |

SERVICE DETAILS:

Equinox Lewisham work across 6 sites and provide support for service users who have been diagnosed with mental health conditions. Our clients include those who have a forensic history and those who may be coming into contact with mental health services for the first time via Early Intervention Services. We offer step down supported accommodation and continue to support individuals as they move through our service into lower-support accommodation and onto independent living within the community. Delivering holistic support according to client need, we aim to motivate and encourage recovery along with assisting our service users to develop responsibility whilst gaining confidence and independence, ultimately leading to successful reintegration back into the community.

As the Service Manager you will have responsibility for all aspects of managing the service efficiently and effectively. You will give overall leadership, direction and guidance to the staff and volunteers to enable the provision and development of high-quality services in line with the Social Interest Group Mission, Values and Strategy.

The successful candidate will have experience of working in or managing services that support people with multiple and complex needs, including mental health issues. You will have experience of managing and motivating staff, supporting them to achieve their development goals. You will be comfortable collating and reporting outcome data to commissioners and other stakeholders, and you will have some knowledge of setting and managing budgets.

Although the role will predominantly work normal office hours, some flexibility to cover evening and weekend shifts will be required.

Experience

• Operational management experience, preferable in a similar service supporting people with complex needs

• Experience of line management, developing and supporting staff to achieve their targets

• Collating, reporting and analysing performance data, using it to inform decision making and drive continuous improvement

• Good IT skills, including Word, Excel and some experience of using case management systems

• Experience of setting and managing budgets, and delivering services within contract price

• Proven track record of service delivery to vulnerable adults with complex needs

• Experience of developing new income streams and new business would be an advantage

Qualities and Behaviours

• Ability to build effective working partnerships both internal and external. Be able to sustain these through sometimes complex situations.

• Motivated to deliver a high-quality service and has the ability to enthuse others to deliver their best.

• Responsible. Have an appropriate balance between being responsive to the needs of people and managing within the framework of the organisation’s objectives.

• Good problem solver and willingness to demonstrate flexibility

• Possess the resilience required to address challenging behaviour and make difficult decisions

• Forward-thinker interested in continual improvement.

KEY AREAS OF RESPONSIBILITIES:

Staff Management

• Provide high quality leadership and line management to front line staff across service provision

• Undertake regular performance reviews and appraisals to promote positive people engagement, identify training needs and development opportunities

• Participate in the selection and induction of new staff to ensure that they are aware of their duties and the policies, practice and values of Equinox and our partner agencies.

• Ensure that all staff maintain high standards of professional performance at all times through adherence to Equinox policies and procedural frameworks and those of our partner agencies.

• Ensure that disciplinary, complaints and grievance procedures are appropriately managed, including the undertaking of investigations and the conducting of disciplinary interviews when required

• Co-ordinate and monitor the workload of the team and ensure that all current performance and

Service standards are being met

• Develop areas where volunteers are able to contribute to work with the service and ensure volunteers are effectively managed and supported

Operational Management

• To ensure that all statutory records are accurately maintained and available for inspection upon request from the appropriate authorities.

• To ensure that adequate staff are on duty at all times, and that appropriate staff rotas have been prepared

• Ensure that referral routes are maintained and that all referrals meeting the criteria are accepted and case managed appropriately

• Liaise with all relevant partners, agencies and stakeholders to ensure that the services are embedded and that excellent working relationships are maintained

• Prepare information for safeguarding where required, and attend other key meetings and events.

Resettlement and Support Practice

• Ensure that innovative and personalised support is delivered flexibly to meet service user needs and wishes, building independence and responsibility.

• Ensure all relevant data is recorded in the correct timeframes using the appropriate electronic data system.

• Ensure that information is shared appropriately and in accordance with Equinox and our partner’s policies.

• Support and encourage Service User involvement and initiatives within the service, and service user involvement at the wider organisational level initiatives and services

• To ensure that your professional awareness of best practice and service innovation is maintained and shared with all Project staff.

• Ensure absolute adherence to Equinox Confidentiality Policy and all other associated policies and procedures.

Development of the Project / Community Liaison

• Continue to develop the service provisions, to ensure best practice and leading services are available to service users

• Work in partnership with other agencies supporting delivery and improvement of the services and expand provision where possible

• Promote the service through participation in inter-agency forums and attendance at other functions where appropriate and as directed by the Head of Services.

• Participate and contribute to the development of an annual plan for the service, which reflects the objectives and performance

• To assist the Head of Services in the development and maintenance of appropriate policies and procedures to ensure a high-quality service provision that ensures the safe and effective running of the service.

Financial management and Administration

• Responsible for the service budget, report on budget variances and lead on performance statistics for KPI monitoring and Quality & Performance for payroll etc.

• Work with the Head of Service and the Finance Director in the production of an annual budget for the service

• To promote effective cost control mechanisms, and encourage all staff to take responsibility for achieving financial savings where appropriate.

• Responsible for providing on time reporting and submission of information to Central Office functions, such as training record updates. Ensure all Equinox policies and procedures are appropriately understood, followed and implemented at the Project

Health & Safety and Environment

• Promote and encourage best practice in Health & Safety and Environment.

• Ensure all the organisations rules/policies regarding Health, Safety and the Environment are strictly adhered to and that safe working practices are adopted at all times and risk assessments are both carried out and followed.

• Responsible for reporting any incidents /accidents occurring at the Project to Line-manager, as per organisational guidelines

• Ensure all RIDDOR incidents are reported in a timely fashion.

• Responsible for ensuring COSHH and Risk assessments records are maintain and available for reference and use.

Equal Opportunities

• Ensure consistent and effective implementation of Equinox Equal Opportunities & Diversity policy and procedures.

• Positively promote an environment within Equinox which respects and values the diversity of both staff and service users.

Other Responsibilities and Duties as Required

• Other responsibilities than those described above may be required to be undertaken from time to time and will be expected to be performed to as long as it is within the capability and level of the position.

AUTHORITIES:

• Signing documents in conformance with the Authorisation Policy

ACCOUNTABILITIES:

• Service and Staff performance.

• Service budget targets met or exceeded.

• The maintenance of quality / care standards (where applicable).

• Maintenance of excellent partnership arrangements with partners, professional bodies and commissioners.

• Comply with any required standards or procedures as detailed in the Organisation’s ISO9001 QMS.

• Achievement of KPI targets and personal objectives.

• Service user feedback and satisfaction.

• Safeguarding and risk management within the service.

Please note that this job description is subject to change (following consultation) depending on the needs of the organisation

Person Specification

Service Manager

| | | | |

|Qualifications and Experience |Rating |Application Form |Interview |

|Appropriate professional qualification: |Desirable | | |

|NVQ / Diploma level 4 in Health & Social Care or professional equivalent or| | | |

|equivalent experience. |Desirable | | |

|Staff Management Experience |Essential | | |

|Direct experience of working with vulnerable adults with complex. |Essential | | |

|Experience of working with ethnically diverse groups of service users |Desirable | | |

|Experience of successful management of budgets/KPI’s |Essential | | |

|Experience of providing commercial viable services and interventions to |Essential | | |

|target client groups | | | |

| | | | |

|Knowledge | | | |

|An understanding of the needs of vulnerable people with complex needs |Essential | | |

|including mental health problems | | | |

|Knowledge and practical application of key legislation - Equality and |Essential | | |

|Diversity, Mental Health, Criminal Justice, Social Care and Housing and H&S| | | |

|Knowledge and understanding of the practical requirements of the Care |Essential | | |

|Standards Act 2000 and other relevant legislation | | | |

|A good understanding of the principles of staff development and management,|Essential | | |

|e.g. | | | |

|supervision, appraisal & training | | | |

|Budgetary & performance management |Desirable | | |

| | | | |

|Skills and abilities | | | |

|Proven ability to provide clear leadership and management to a team |Essential | | |

|Ability to reflect and look at self |Essential | | |

|Ability to assess information quickly and |Essential | | |

|make sound judgments | | | |

|Excellent I.T skills |Essential | | |

|Able to influence and form strong relationships with commissioning bodies |Essential | | |

|and professional agencies | | | |

|An effective communicator |Essential | | |

|Excellent planning and organisational skills |Essential | | |

|Demonstrate the ability to build key relationships to the benefit of the |Essential | | |

|project | | | |

Competencies

Service Manager

|Competency |Definition |Level |

|Oral communication |Communicates in a way that is unambiguous |Level C - Communicates effectively in all situations |

| |using appropriate terminology and non-verbal|and environments and supports others to effectively |

| |communication, providing accurate data that |express themselves |

| |influences and informs the recipient. | |

|Written communication |Expresses ideas clearly in a well-structured|Level C - Actively supports others in their written |

| |manner, using correct grammar and |communications. Corrects and amends texts of others. |

| |appropriate terminology. Uses a variety of | |

| |media. | |

|Coaching and motivating |Directing and guiding others in the |Level C - When collaborating with others, stimulates |

| |performance of their tasks. Establishing a |and contributes actively to the provision of mutual |

| |spirit of working together to set and |feedback and support aimed at fostering individual |

| |achieve goals. |development |

|Planning and organising |Use good planning skills to deliver results.|Level C - Demonstrates good project management skills |

| |Stipulating the time and resources needed to|to deliver on cost, quality and timescales. Encourages|

| |achieve the results |and coordinates others to effectively plan and |

| | |organise effectively |

|Commercial |Demonstrating business and commercial |Level B - Applies business acumen to own decision |

| |awareness when making decisions. |making including an awareness of new opportunities |

|Leadership |Directing and guiding employees in the |Level B - Provides independent direction and guidance |

| |performance of their jobs; employing |to others in the performance of their tasks |

| |management styles and methods which are | |

| |tailored to the employee/team and situation | |

| |in question. | |

|Results Orientation |Actively focused on achieving results and |Level B - Manages priorities to achieve agreed |

| |objectives. |outcomes and takes timely action to ensure no delays |

|Sensitivity |Shows awareness of the diversity of those |Level C -Give others feedback on the effectiveness |

| |they work with and for and is aware of their|with which they respond to differences in needs and |

| |own influence both. Recognises the impact of|feelings and raises the issue sensitively when |

| |own behaviour on others. |considering the skills of team members. |

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