Job Purpose At Hft our Service Managers (SMs) are accountable performance managers leading their services in terms of their performance delivery against all KPIs and metrics and will be held responsible for effective delivery of all care and support and be expected to liaise closely with internal and external housing landlords to resolve any matters arising. The postholder will be required to manage the performance of their team; including their team s delivery of care and support which promotes dignity, wellbeing and independence and a person-centred culture. SMs will be accountable for the effective, compliant and safe provision of care and support in their registered services and will be the lead professional and a role model for their team. This means that the SM is accountable for delivery of high-quality consistent care and support which meets the personalised needs of the people we support and maintains their dignity and independence. The SM is responsible and accountable for delivering, monitoring, maintaining and providing the highest standards of support and service delivery in line with our strategy of delivering an operating model that realises our 2033: Your life. Your Way strategy. The SM may be required to hold the CQC registration for an allocated group of Supported Living settings. This registration requirement is driven by an organisation decision based on where in each circumstance is it most appropriate for the CQC registration to sit. All SMs will be required to have the capability to hold the registration irrespective of whether or not the registration is actually held. The SM will have overall responsibility for all aspects of the operational day to day leadership and management of their services which includes compliance with all regulatory and legislative requirements and internal standards (Housing/Quality/Compliance) and to the Local Authority contractual standard. The SM will also have accountability for undertaking quality monitoring including audits of day-to-day practice and will be expected to be able to role model all aspects of a support worker role duties and responsibilities. The SM is accountable for the effective management of the agreed support delivery hours and for ensuring the budgeted income/contribution levels are met within the setting/location. They are responsible for all colleague rostering, improving occupancy levels by proactively filling voids. The SM will have responsibility for service growth, implementation of organisational change and will have an active involvement in making strategic decisions about the future and growth of their service. Our SMs are expected to be great role models for our culture and will be required to uphold our values and work in accordance with our leadership behavioural framework. The post holder will therefore be accountable for their services delivery against people metrics, culture and process related to Hft s workforce strategy (get grow keep) including stemming workforce attrition, growing and retaining talent, improving engagement and safe staffing levels through the management of staff vacancy levels and recruitment (post holder to initially hold co-accountability for recruitment as interim centralised model is in place). SMs are responsible for actively minimising agency spend through proactive workforce planning. SMs are also responsible for the effective management of all Hft owned resources including the environment and building management so that a high-quality environment is provided and housing compliance KPI s are met. SMs will line manage all Deputy Service Managers (DSMs) whilst still retaining overall people management accountability for all Support Workers within their setting/location group. This includes effective management of the rota, payroll processes, supervision, annual leave, sickness absence management, capability and all other formal people matters as and when they arise. SMs will be required to be great at coaching and growing the talent in their teams; ensuring all are exceptionally well trained, that all successfully complete all mandatory and required learning and development to achieve our compliance standards and that development opportunities are provided. SMs will be Care and Support systems experts as our resident Subject Matter Expert (SME) they will be responsible for delivering any required SME training and for ensuring competency levels are being attained (for new starters and then maintained for all) SMs will need to be Subject Matter Experts (SMEs) on all relevant regulatory requirements, legislative and national policy frameworks for their services. They will be required to have an in-depth understanding of organisation policies and procedures and for ensuring they are in place, such as managing performance, sickness absence, and health and safety. They must also have a thorough understanding of the best practice detailed in the Code of Conduct Employer Guide for managers of Healthcare Support Workers and Adult Social Care Workers in England. The Service Manager will report to the Regional Service Manager (RSM) and, in the absence of the RSM, there may be a requirement for the SM to deputise for the RSM. The SM will be required to lead for the region a specific champion role as agreed with the RSM, for example Regional Involvement lead. The SM role is considered to be a manager (level b2) role within our organisation structure. There is a requirement to hold a valid driving license, have your own transport and a preparedness to insure and use this for work purposes. Responsible for Key Accountabilities - include but not limited to: Quality, Compliance and Safety: Delivering and evidencing an exceptionally high quality, safe service by: Working with the Regional Quality & Improvement and Health and Safety Leads to understand, manage and ensure the delivery of the service s key quality and safety priorities, such as incident / accident management, safeguarding, risk management, internal assurance (Quality Assurance Framework) and regulatory requirements / actions (CQC, HSE, Local Authority, etc.), complaints resolution, etc. Ensuring registration and Care Quality Commission (C.Q.C) compliance with a minimum service rating achievement of Good. Ensure the rights of people we support are promoted and always respected in compliance with the Human Rights Act, Mental Capacity Act and all Deprivation of Liberty guidelines and Hft policies and procedures. Contributing to the delivery of regional targets and ensuring that Key Performance Indicators (KPI) are delivered within their services Ensuring every person we support has a dynamic life plan, which involves the person, as far as is possible, takes account of that individual s needs and aspirations, and is reviewed regularly. Accountability for the proper and safe use of medicines, including the collection of prescriptions, administration and storage of medication for the people we support. Managing DSMs, where appropriate, ensuring that they understand their part in contributing to and supporting the wider team in delivering excellent care and support. Establishing an understanding of, and adherence to, all policies and procedures across their services by role modelling best practice and coaching team members where appropriate. Completing audits and verification of audits, reporting on findings and developing plans to maintain or improve standards. Delivery of Local Authority quality compliance by monitoring and spot checking where necessary. Ensuring that Health & Safety, CQC and other regulations are understood and adhered to at all times within services Regularly reviewing and managing risks to the delivery of exceptional service within individual services Planning for and regularly reviewing systems and procedures aimed at delivering business continuity to ensure they are up to date and fit for purpose. Operating an effective and efficient On Call process. Encouraging and empowering colleagues and the people we support to raise any concerns they may have around safeguarding. Investigating any safeguarding, complaints or any other quality issues in a timely, accurate and professional manner, using evidence to support findings. Ensuring culture is an enabler to the achievement of continuous quality improvement Ensuring the living environment is safe Repairs are reported within the required timescale Equipment is kept in good condition Equipment and installations are kept in good repair Commercial and Financial Accountable for growing income and delivering efficiencies To agree the service contribution target as part of the budget setting process and put in place plans to ensure that it is delivered against Leading proactive void or empty room management for their services Understanding the commissioning intentions and planning to develop the service to meet them to ensure the service is viable in the longer term in line with the strategic plan Supporting the development of accurate budget and forecasts Collaborating in the preparation of accurate and financially viable tenders for new business or renewal of contracts in line with Hft policy and in partnership with their RSM and the Head of Commercial Business Development Implementation of organisational change and will have an active involvement on making strategic decisions about the future and growth of their service Contributing to the delivery of the overall strategic plan by ensuring that local actions are delivered on time, to a high quality and within budget. Accountable for ensuring internal stakeholders are updated for contractual changes such as people supported, hours delivered or hourly rates received and ensuring finance have the correct information to invoice. Support the annual hourly rate uplift negotiations Support finance with the resolution of issues with Local Authorities contributing to incorrect or late invoices Relationships Building, growing and maintaining great relationships with peers, commissioners, internal and external key stakeholders based on mutual respect and trust. Playing an active part in Regional meetings and ensuring that own their team are up to date with what s happening by disseminating the relevant information from these meetings and sharing it with their team in a meaningful and timely manner. Contributing to the delivery of the Regional engagement action plan with the involvement of team members. Engaging with local Partnership Forum and Voices to be Heard representatives to ensure that regular and meaningful communication takes place and that actions coming from those meetings are taken and updates given. Leading on co-production within the Services by ensuring that everyone who s supported has a voice and that they can contribute in a meaningful way in decisions that affect them. Promoting and encouraging membership to Hft s Colleague Inclusion Groups Communicating effectively with a supported person and their circle of support and other professionals Workforce In partnership with the recruitment team, and in line with Hft recruitment policy, attract and recruit great people who share our values and passion for enabling the people we support to live Their Life: Their Way. Contributing to the delivery of the Regional engagement action plan with the involvement of team members. Creating and reviewing meaningful succession plans that allow us to nurture grow and retain our talent In partnership with each member of direct team, setting SMART objectives that stretch them and allow them to use their existing skills and develop new ones Holding regular one to one conversations focusing on development, wellbeing and performance. Having regular career conversations with team members to understand their ambitions and needs and how you can support them to take ownership for their development and work towards their career goals Responsible for contributing to making the overall region and specifically your own team within it, a great place to work. Ensuring your workforce are treated equally, feel included and valued, and are supported to stay well and pursue their careers at Hft. Proactive management of employee relations issues In addition to the above, as a manager of people there is a responsibility for everyday management processes, such as ensuring accuracy of payroll reconciliation reports to prevent over and underpayments, raising contractual changes, authorizing leave requests, recording and managing absences and reviewing flexible working requests. Leadership We expect our SMs to be the role models for and the custodians of our culture, making Hft a great place to work, and challenging any subcultures or behaviours that seek to derail this ethos. Professional & Technical Expertise Level 5 Diploma in in Leadership and Management for Adult Care (or acceptable equivalent) OR the ability to achieve this within 18 months of appointment. Level 3 Diploma in Adult Care or above (or acceptable equivalent).