Service Manager

Job summary

As a Service Manager, you lead a team which provides the best possible care and support for people living within a supported housing service. You deliver an outstanding service which enables people to stay healthy, be safe, and live well.

You’ll ensure that the people living within the service have their tenancy rights protected, are supported to achieve their life potential, and are included in making decisions about their lives at every available opportunity no matter their level of disability.

You’ll ensure that you understand and work within relevant legislation, operational budgets, organisational policy, and procedures. You act as an outstanding role model, leader, and manager of your team, and ensure that you:

• lead your team on quality improvement, safeguarding, health and safety, and resource and financial management.
• create a high performing team that reflects our values and supports our purpose, in a harmonious, open, and positive working environment, where people are confident to speak up.
• create a culture that promotes equity, values diversity, and champions inclusion where differences are celebrated, everyone can contribute, and feel recognised and valued.

Expected outcomes of the role

People we support stay healthy

• You ensure an outstanding Active Support model of service delivery is consistently delivered across the team; where individualised support addresses day to day needs in relation to health promotion, risk management, domestic standards, employment, education, culture.
• You create a Total Communication environment that maximises communication skills and maintains or develops individuals’ skills.
• You ensure health monitoring is undertaken and action is taken as a result.
• Your team demonstrates their duty of care, duty of candour, and their responsibilities as professionals.
• You liaise as appropriate with other professionals from Social and Health Services and families.
• Your team are good health advocates and support individuals to understand and manage their health well.

People we support are safe

• You ensure safeguarding is understood by all as paramount; meaning your team are aware of any risks that impact on the people you support, are alert to the potential for abuse, have the confidence to, and are supported to report concerns promptly.
• You appropriately recognise, record, report, investigate, and follow up incidents.
• You appropriately assess, manage, and review risks, involving the team and the person, with people supported assisted to understand and take risks.
• You have full oversight of all Health and safety checks and follow up where there are issues.
• You ensure the building is safe for the people who live there and elements of buildings within R.I.S.E Support Services are maintained to a high standard.
• You disseminate learning from safeguarding and health and safety to your team.

People we support live well

• You ensure effective person-centred planning and support is delivered which identifies aspirations and ensures plans support development of potential and maintaining existing skills.
• You ensure people supported are included at all times and families, friends, advocates and external organisations are appropriately involved so those supported progress and achieve positive outcomes that can be evidenced.
• You seek regular feedback from people and their families and advocates about their level of happiness and satisfaction including in areas about their home and their support, and you demonstrate effective learning from feedback.
• You encourage relationships, support people with their emotional needs, advocate on behalf of people as appropriate and encourage self-advocacy skills,
• You ensure all support documents and records are accurate and kept up to date; you use information from digital and paper records to identify gaps, trends and issues and use this to make improvements.
• You ensure the quality of furniture, furnishings and décor reflects the people living there in their tastes as well as meeting their needs regarding adaptations. Staff with the right values, skills, and deliver great support
• You lead by example, working alongside your team delivering support and demonstrating best practice.
• You undertake recruitment and selection activities for the team and R.I.S.E and you include people you support and families in that process were appropriate.
• You induct and train people for their role, maintaining 80% mandatory training and needs specific training, to ensure people gain and maintain the right skills and knowledge to understand the choices, preferences, and needs of those they support to enable them to deliver consistent and safe support.
• You manage underperformance through probation, conduct improvement, and performance improvement processes.
• You attend internal and external learning events and develop relevant knowledge, techniques, and skills and share your knowledge and learning across R.I.S.E
• Your team understand the role of key working and use this model to deliver good outcomes for people.

Staff are engaged and enjoy their work

• You promote equity, value diversity, and champion inclusion, celebrating difference so all staff can contribute and feel recognised and valued.
• You hold regular meetings, supervisions, and annual appraisals.
• You involve your team in service developments, drawing on staff diversity and seeking and listening to opinions, ideas, and experience to improve decision making.
• You seek opportunities for job enlargement and enrichment for your team.
• You recognise the effort and achievements of your team in your daily dealings.
• You resolve disputes and complaints, escalating claims of bullying, harassment, victimisation, or unlawful discrimination.