Service Manager Role Profile

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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
  • 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


  • 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


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