Service Manager Role Profile

Click here to download this role profile

Title

SERVICE MANAGER  
Reporting to LOCALITY MANAGER 
Job Purpose
  • To manage a team of support workers and/or shared lives carers
  •  To manage support co-ordinators
  •  To ensure customers progress towards support outcomes through the provision of quality services
  •  To ensure that service provision is conducted within the Avalon policy & procedure framework
  • To promote Avalon services

 

Role  Specific Competencies

 

Staff Recruitment & Management

 

  • Knowledge and understanding of managing individuals and staff teams
  • Knowledge and understanding of recruitment processes
  • Knowledge and understanding of health and safety requirements
  • Use a framework of coaching and mentoring to develop staff to effectively deliver a quality service
Carefree/ Administration
  • Ability to understand IT systems
  • Ability to use the ‘Carefree’ system for rotas/payroll/invoices
  • Ability to understand written guidelines (i.e. policies & procedures) & act accordingly
  • Competent in keeping accurate & up to date records both physical & electronic
  • Ability to produce written and statistical reports
Quality Assurance
  • Knowledge & understanding of CQC Fundamental Standards and other external standards such as Investors In People and CHAS.
  • Ability to administer & apply the organisation’s quality assurance system
  • Ability to complete audits of finances & medication
  • Competent at identifying safeguarding issues & matters directly affecting service delivery
Partnership Working
  • Ability to work closely & positively with customers, relatives, advocates, other professionals & agencies
  • Show commitment to working as part of a wider team of Avalon Group employees
  • Develop good relationships with all external agencies to portray Avalon in a positive light
Supporting Customers
  •  Ensure our customers are at the forefront of all we do
  • Ensure customers’ needs, wishes and views are respected

 

Tasks & Responsibilities

 

Staff Recruitment & Management

 

 

  • To follow Avalon’s recruitment process & procedures and complete required paperwork
  • To arrange recruitment interviews, set appropriate questions & exercises & organise customer involvement
  • To provide appropriate induction for new carers / staff
  • To fulfil health and safety requirements by undertaking audits, completing and reviewing risk assessments, maintaining records, reporting accidents and incidents, identifying training needs, booking mandatory training and promoting safe working practices
  • Complete carer assessments, link agreements and panel reports
  • To effectively manage a team of carers and staff to ensure that they work within guidelines to deliver an effective high quality service
  • Identify & effectively address poor practice by carers / staff under your management
  • To plan & manage staff rotas using the Carefree system complying with strict timescales for the monthly sign off/verification (by 7th of each month)
  • Develop & maintain training records
  • Identify training requirements for carers / staff
  • To conduct professional & productive quarterly carer reviews and support & supervision of staff & annual PDR’s
Carefree / Administration

 

  • Operate and effectively use the Carefree system including maintaining accurate information and the timely completion of amendments and changes that ensures the system is live.
  • To comply with written guidelines (i.e. policies & procedures) & act accordingly
  • To communicate written guidelines to the wider carer / staff team or other interested parties
  • Keep accurate & up-to-date records both in manual files & on electronic systems
  • To produce written & statistical reports on issues and performance relating to services you manage
  • To ensure all relevant records concerning the delivery of service are in place (i.e. person centred outcome based support plans, link agreements, risk assessments, financial & medication records)
  • To arrange care reviews (min. annually) inviting all relevant participants, for all customers under your management
  • Complete needs & risk assessments for all customers and staff under your management
  • Use the electronic referral’s log to record & monitor all new referrals, taking appropriate action to ensure maximum conversion
Supporting  Customers
  • To provide direct support to our customers either due to emergency cover or as good practice to check service quality
  • To ‘match’ carers / support workers with customers to ensure positive support relationships
  • Ensure customers in your services are safeguarded from abuse and to report all accidents, incidents and safeguarding issues in accordance with policies and procedures
  • Ensure that customers are aware of & are offered support by other relevant agencies, such as advocacy
  • Proactively manage customer rotas using the Carefree system to ensure service levels are maintained, using all available resources to cover any gaps
  • Ensure customers’ support plans are person centred & outcome based & that work is completed to achieve customer outcomes & evidence is collated to show the ‘distance travelled’
  • Ensure customers are informed of all inclusion events & activities & are encouraged to take part
  • Support customers to maintain their tenancy (if relevant) including dealings with landlords, tenancy agreements, housing benefit claims and maintenance issues.
  • Regularly visit all customers in services you manage to ensure they are receiving high quality care & support
Partnership Working
  • To work closely & positively with our customers / their advocates / other professionals & agencies
  • To work with our customers & other interested parties to continually improve services offered
  • Foster good relationships with service commissioners and care managers portraying a positive image of the organisation and encourage the use our services
  • To work as part of a wider team of Avalon Group employees, contributing to the support of other departments such as Finance & Inclusive Learning & Development
Quality Assurance

 

  • To understand and interpret CQC Fundamental Standards and apply them to the services you manage
  • Promote practices & systems that enable staff to meet CQC standards and ensure compliance across services you manage
  • Proactively monitor services through the Quality Assurance system, completing quarterly self assessment reports & addressing issues and  weaknesses identified through action plans agreed with your line manager
  • To meet any performance targets set by your line manager
  • Complete monthly financial audits for customers who we assist to manage finances
  • Complete regular medication audits (determined by your line manager) for customers who we administer medication
Housing
  • To carry out property inspections & report any maintenance issues to the landlord or relevant person
  • To carry out Health & Safety inspections & ensure Risk Assessments are in place, reporting findings to relevant personnel
  • Work with tenants to ensure they are fully aware of their rights & responsibilities & facilitate & minute regular tenants meetings
  • To ensure all properties are kept in reasonable order by the tenants or by carers
General

 

  • To manage workloads effectively and to ensure deadlines are met
  • Arrange and facilitate various(team/house/care management) meetings dictated by the service & record minutes
  • To work flexibly in hours dictated by the requirements of the service
  • To be part of the locality’s out-of-hours on-call service
  • Attend all necessary mandatory training and any training or development requirements identified through support & supervision or PDR

 

Expertise in role

(role-related knowledge, skills & experience required at selection)

  • Experience of working within the support sector at a supervisory level for more than 1 year
  • Knowledge of relevant legislation within the sector   –  especially CQC, The Care Act, and Shared Lives Framework.
  • Proficient ICT user, particularly MS Office applications plus databases
  • Have access to own transport that can be used for work purposes, with a full valid licence
Relevant technical, vocational or educational qualification for the role
  • Possess, or be willing to work towards, a relevant professional / management qualification

 

Our Values

Respect, Integrity, Learning and Reflection, Working Together, Quality

 

Core  Competencies
Communicates well

(Respect, Integrity, Working Together, Quality)

  • Listens to others
  • Asks relevant & pertinent questions
  • Communicates in a clear & concise way
  • Effectively uses a range of communication tools & techniques
  • Keeps accurate, objective & clear records
Has a positive & practical approach to work

(Integrity, Quality, Learning and Reflection)

  • Tackles things in a direct & orderly manner
  • Can be depended upon to get things right
  • Able to prioritise tasks & manage workload
  • Reliable under pressure
  • Undertakes learning and development which is identified as mandatory for the role
Works well with other people

(Respect, Integrity, Working Together)

  • Earns the respect of others
  • Shows respect for the views & actions of others
  • Builds & maintains mutually beneficial relationships
  • Motivates self & others
Able to respond to & solve problems

(Integrity, Quality, Working Together, Learning & Reflection)

  • Plans ahead
  • Tackles issues voluntarily & positively
  • Able to identify the cause & not just the symptoms of problems
  • Able to anticipate problems & develop solutions in advance
  • Solves problems in a calm, direct & organised manner
  • Helps other people with problems
Able to innovate & have new ideas

(Integrity, Working Together, Quality, Learning & Reflection)

  • Full of ideas which provide fresh insight & broader perspectives
  • Responds positively to change
  • Self- motivated
  • Reflects on own practice to improve and develop
  • Identifies opportunities to develop own skills and knowledge

 

How can we help you?

To contact us simply fill in the form below and we will get back to you as soon as possible.

    Don’t worry, we will only contact you with regards to your enquiry and your details will be deleted forever after an appropriate period of time. We will never pass on your information to anyone else.

    Yes, I am happy for you to hold my data and send further correspondence.No, please do not send me any future correspondence
    This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.