Service Manager - Count Me In Service
About People In Action (Yorkshire)
People in Action (Yorkshire) is a thriving Leeds based charity, established in 1983 to benefit people with learning disabilities, difficulties and similar conditions. The charity makes a real difference to the lives of the most vulnerable and socially isolated; inspiring and empowering people to recognise their potential, fulfil their aspirations and lead safer healthier, better connected lives.
Role and Responsibilities
Manage the safety and quality of the Count Me In Service
- Be responsible for the safe delivery of the service in line with legislative requirements and company policy and procedures and requirements of Care Quality Commission.
- Taking a quality assurance approach of self-assessment, action planning and improvement working to standards of external frameworks including those of CQC.
- Undertake training and development to keep up to date with the law, best practice and changes in company policy. Apply this knowledge to day to day management and delivery of care
- Understand and monitor health and safety in the workplace and in the field.
- Maintain full and accurate records and internal reporting systems in accordance with legal requirements and to ensure the effective running of the service
- Ensure quality monitoring and improvement systems are adhered to, regularly reviewed and action plans followed through.
- Effectively manage complaints and incidents. Carry out investigations relating to the quality of the service and use findings to make improvements.
- Ensure all members have a comprehensive support plan and risk assessment in place and that regular person centred reviews are carried out in line with member requirements and company policy.
- Manage any safeguarding concerns/reports raised for caseload of members and staff, following safeguarding policy and procedure.
- Be prepared to work flexibly to ensure the safe delivery of the service.
- Achieve internal and external targets and standards including those of CQC and Leeds City Council where appropriate.
Provide a good service to members
- Promote the rights of each member and keep their aspirations at the centre of their care and support
- Make sure that prior to each service commencing, a member assessment and risk assessment with the member, and/or their chosen representatives, has been completed including what the member needs and would like to achieve from their care and support
- Make sure a written individually tailored care and support plan has been created and agreed, that respects the member’s wishes and promotes their dignity and privacy. Agree appropriate risk control measures to reduce identified risks
- Provide the member, and where appropriate their representatives, with information about the service so that they are clear about what to expect and how they can raise any concerns and provide feedback
- Apply excellent communication skills with members, their families and representatives, staff and other health and social care professionals to deliver high quality personal care services
- Keep all information about members and their families secure and confidential
- To appropriately match and introduce staff to members and families in a timely manner
- Attend regular meetings regarding members progress with social workers/psychiatrists/nurses/home managers/schools/parents and carers
Leadership, management and service delivery
- To provide leadership and direction to the remote staff team by setting performance standards and monitoring performance during the supervision and appraisal process.
- To manage and coordinate the activity of all direct reports to ensure achievement of KPI’s.
- To demonstrate and set high standards for personal and professional behaviour.
- To work to agreed targets for growth income.
- Take an entrepreneurial approach to increase our overall growth in the Count Me In service by meeting with external third party professionals to promote our service and recruiting new potential members.
- Ensure income is maximised to its full potential.
- Celebrate and share examples of outstanding performance and innovation within the service and within the organisation.
- Support the effective recruitment, induction and training of support staff. Identify ongoing training needs and ensure staff are up to date with current best practice
- Ensure there are sufficient numbers of suitably qualified staff allocated appropriately to meet members and service needs at all times.
- Implement company policy and procedures in relation to managing your team including; supervisions, appraisals, holidays, sickness, attendance, performance management, complaints, disciplinary and grievances.
- Provide information, guidance and ongoing supervision to enable staff to effectively and safely carry out their roles. Carry out appraisals and monitoring of staff performance
- Ensure all emergency on-call issues are dealt with effectively, such as covering calls either directly or indirectly when staff are sick or absent
Experience and skills
- Effective practice in the utilisation of quality assurance and improvement processes as identified by CQC
- Experience of working within a CQC led organisation
- Experience of meeting with third party professionals to increase overall growth and recruit new members to the service
- Ability to promote and sell our service to professionals
- Excellent communication skills. Experience of building positive working relationships with people who use services and their families, staff and other health and social care professionals
- Ability to support members with all aspects of their daily living in a manner that respects their dignity, is non- judgmental and promotes their independence, choices and privacy
- Excellent leadership skills with ability to motivate staff and improve performance.
- Experience of managing and developing an effective staff team including recruitment, training, supporting and supervising staff
- Ability to empower individuals and manage change.