Quality, Performance and Inclusion Senior Officer – Services Operations TeamHours Full Time (37 hours per week)

Salary Scale NJC Scale PO1 points 27 to 30

Salary £31,346 - £34,728 per annum

Contract Permanent

Location Clarence House, Horsforth, Leeds, LS18 4LB with travel to other Leeds Mind premises and occasional travel across Leeds and surrounding areas.

Agile working is available for part week working from home

Annual Leave 28 days a year plus 8 Statutory holidays, rising to 31 days after 3 years

Pension 3% employer contribution, 5% employee contribution, enhanced by salary exchange

Probationary Period

6 months

Reporting to Operations Director

DBS Check Level

Standard IntroductionThis is an opportunity for a committed, initiative focussed individual in developing an environment of continuous improvement, robust systems, quality assurance and planning.

The post holder will join Leeds Mind as part of the Services Operations Team with specific duties to support and develop quality and data assurance, performance, and inclusion. The postholder will support the Services Operations function with information management, planning, reporting systems, information governance, safeguarding and user involvement. The post will be based at Clarence House, agile working is available for the postholder to work part of their week from home

Leeds Mind is the city’s leading mental health charity with a turnover of approximately £3m each year. The Operations Management Team is at an exciting point in delivering strategic priorities with the development of existing and new services across West Yorkshire. This role is pivotal in supporting the Operations Team and wider organisation to progress, demonstrate impact and engagement.

Purpose of the role The postholder will be the first point of contact for key performance information (KPIs), data analysis and reporting. This role supports with reporting to the board on all KPIs, Service User Involvement and Assurance. Proven experience in understanding data and information to inform and develop systems and processes is key, as is using data to inform service design, organisation strategy and development and demonstrating the value of information to internal and external audiences. The post holder will have lead responsibility for successful implementation, review of reporting systems. The ability to collaborate with teams, understanding the services they deliver and design appropriate systems and reporting is essential in contributing to the overall development of the operations function in Leeds Mind.As part of the Operations Management Team, the postholder will work closely with the Operations Director to develop key work streams, including leading on user engagement, assurance (including data protection) safeguarding and inclusion. They will support with service mobilisation/exit planning as required. In addition, the ability to develop resources and support teams with best practice development will be key.

Main Tasks and Responsibilities 1. Data management: Develop data collection processes and analytic

tools, maintaining accurate datasets to provide valuable data and intelligence about the Leeds Mind services. (including business intelligence and promotional data, client demographics and evaluation, local and national mental health data)

2. Create, collate and present quality assurance and KPI reports qrtly and annually, ensuring information is presented appropriately for the audience.

3. Develop and support the implementation of relevant and appropriate quality assurance frameworks/measures including key performance indicators, complaints, compliments, and incident analysis and internal quality assurance audits.

4. Implement learning across whole organisation to ensure continuous improvement, best practice, and policy development.

5. Work with the CEO and Operations Director to ensure data is held in line with Information Governance processes and best practice development, acting as a contact for staff and volunteers for queries relating to Data Protection.

6. Support the role of the organisation’s Caldicott Guardian in the application of Caldicott principles and shared learning.

7. Understand business and operational requirements alongside customer needs to support with service and bid development.

8. Facilitate the Leeds Mind Service User Group and embed the service user voice throughout the organisation.

9. Progress the Equality, Diversity and Inclusion Workstream by collaborating with the E&D working group, attending local and national forums to improve the organisations understanding of equality in mental health services.

10. Support the Designated Safeguarding lead in the development of best practice, and risk management, ensuring systems and monitoring are robust.

11. Support service teams with Case Management systems and reporting requirements.

Organisation Participate in 1:1s, performance and development, including Leeds Mind

compulsory training programme

Attend and participate in service/team meetings

Work within the framework of Leeds Mind’s policies and procedures

Undertake any other reasonable duties as and when required

Manage staff, volunteers, undertaking appraisals, and managing any performance issues (as appropriate to the role).

Maintain constructive relationships with a broad range of stakeholders, internally and externally.

This job description may be subject to change.

It is our policy to make reasonable adjustments to enable workers with disabilities to undertake

Person SpecificationEssential Desirable

Knowledge/Qualifications

Degree or equivalent level qualification or significant experience of working at a similar area with quality and performance systems

Policy and process development

Systems management and reporting

Organisational risk management and safeguarding

Information Governance, data protection and information sharing

The role of the Caldicott Guardian and/or application of CG principles

Skills/Ability High level of IT skills, proficient with a wide range of Microsoft Office programmes (Word, Excel, Outlook, PowerPoint, CRM Database) including using formulae, visually appealing formats to present information for a variety of audiences

Excellent administrative and organisational skills

Excellent communication and customer care skills

Good level of written and spoken English

Excellent skills in data collection, analysis and problem solving

Attention to detail to ensure

Ability to supervise volunteers /staff

Ability to liaise with a wide variety of stakeholders

Using an evidence based approach to inform strategy

data integrity

Strong project management skills with a track record of delivering performance against agreed objectives

Prioritise effectively and manage own workload/projects with limited supervision

Anticipate the needs of others and work on own initiative

Experience Experience of handling confidential information, in line with data protection legislation

Experience of utilising databases, inputting, collating, analysing & presenting data

Experience of managing multiple priorities

Demonstrable and recent experience of setting up, implementing processes and managing information systems

Experience of working with quality assurance frameworks and measures

Engaging with a range of stakeholders internally and externally

Coproduction and working with service users

Experience of working in a charity

Working with people with mental health difficulties

Working with staff/departments across different locations

Behavioural Motivated, confident and resilient.

Open to change and able to work flexibly in line with the needs of the service/organisation.

Commitment to working in partnership with service

Lived experience of mental health difficulties.

users, management, and staff.

Understanding of the challenges faced by people experiencing mental health difficulties.

Demonstrate a commitment to equality and diversity in the workplace.

Commitment to safeguarding clients and others you may come into contact with as part of your role.

Demonstrate a pragmatic and methodical approach

Solutions focussed and positive