JOB DESCRIPTION

POST: Service Manager

RESPONSIBLE TO: Head of Services

LOCATION: Lewisham Services (Main Office in New Cross)

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

SALARY: £35,000

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:NVQ / Diploma level 4 in Health & Social Care or professional equivalent or equivalent experience.

Desirable

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 target client groups

Essential

KnowledgeAn understanding of the needs of vulnerable people with complex needs including mental health problems

Essential

Knowledge and practical application of key legislation - Equality and Diversity, Mental Health, Criminal Justice, Social Care and Housing and H&S

Essential

Knowledge and understanding of the practical requirements of the Care Standards Act 2000 and other relevant legislation

Essential

A good understanding of the principles of staff development and management, e.g. supervision, appraisal & training

Essential

Budgetary & performance management Desirable

Skills and abilitiesProven 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 make sound judgments

Essential

Excellent I.T skills Essential Able to influence and form strong relationships with commissioning bodies and professional

Essential

agenciesAn effective communicator Essential

Excellent planning and organisational skills Essential

Demonstrate the ability to build key relationships to the benefit of the project

Essential

Competencies

Service Manager

Competency Definition LevelOral communication Communicates in a way

that is unambiguous using appropriate terminology and non-verbal communication, providing accurate data that influences and informs the recipient.

Level C - Communicates effectively in all situations and environments and supports others to effectively express themselves

Written communication Expresses ideas clearly in a well-structured manner, using correct grammar and appropriate terminology. Uses a variety of media.

Level C - Actively supports others in their written communications. Corrects and amends texts of others.

Coaching and motivating

Directing and guiding others in the performance of their tasks. Establishing a spirit of working together to set and achieve goals.

Level C - When collaborating with others, stimulates and contributes actively to the provision of mutual feedback and support aimed at fostering individual development

Planning and organising Use good planning skills to deliver results. Stipulating the time and resources needed to achieve the results

Level C - Demonstrates good project management skills to deliver on cost, quality and timescales. Encourages and coordinates others to effectively plan and organise effectively

Commercial Demonstrating business and commercial awareness when making decisions.

Level B - Applies business acumen to own decision making including an awareness of new opportunities

Leadership Directing and guiding employees in the performance of their jobs; employing management styles and methods which are tailored to the employee/team and situation in question.

Level B - Provides independent direction and guidance to others in the performance of their tasks

Results Orientation Actively focused on achieving results and

Level B - Manages priorities to achieve agreed outcomes and

objectives. takes timely action to ensure no delays

Sensitivity

Shows awareness of the diversity of those they work with and for and is aware of their own influence both. Recognises the impact of own behaviour on others.

Level C -Give others feedback on the effectiveness with which they respond to differences in needs and feelings and raises the issue sensitively when considering the skills of team members.