Overview
Job Introduction
Who is Triage?
Triage provides information, advice, guidance, skills, workplace training, work preparation and supportive recruitment services that help people secure a job, progress in the workplace and build meaningful careers.
Delivering from locations across Scotland and England, Triage partners with multiple public, private and community organisation. Working with local, regional, and national stakeholders, prime contractors and Jobcentre Plus, we deliver employment, education and training programmes that respond to the social, cultural, inclusive and economic growth agendas.
We are looking for people to join us, who reflect our values. With offices across the UK, our values are what helps unite our teams and provides us with a sense of belonging. No matter the location we work in, or the role we carry out, we feel a sense of community and that\'s all because of our values. For us, our five values frame our interactions and set standards both internally and externally - they are the building blocks on how we do business.
"We thrive together", "We do something amazing everyday", "We never give up", "We know our knowledge is power", "We act with kindness".
In other words, if you have a true passion for working with and helping others, Triage could be the employer for you.
About the role:
The Operations Manager plays a pivotal role in overseeing and managing a team consisting of IPS (Individual Placement Support) Employment Specialists, Partnership Engagement, Front Line Managers and Administrators. There may also be a requirement to oversee or support other programme delivery in surrounding areas.
The programme will support individuals with health conditions (including mental health), disabilities and complex barriers to employment, to gain and sustain meaningful paid employment, and is built around the Individual Placement and Support (IPS) model, which is an evidence-based approach to vocational rehabilitation.
The Operation Manager will lead on the successful delivery of the programme, ensuring adherence to the IPS model, driving performance, and fostering a culture of person-centred support and continuous improvement.
This position is a crucial leadership role in guaranteeing we continue to make a positive difference and achieve financial, performance and quality targets set by our commissioner.
The successful candidate will inspire and lead the team to achieve challenging targets, ensuring high quality and performance and addressing any underperformance proactively.
The service will be delivered across local communities therefore a willingness to travel across the region as often as is required is essential.
Triage is a Disability Confident Employer who wishes to engage and encourage people with a disability or long-term health condition, ensuring they have the opportunities to fulfil their potential and realise their aspirations. We will interview all disabled applicants who meet the minimum requirements for the job and make reasonable adjustments to ensure candidates are not disadvantaged in any way.
Required criteria:
* Extensive leadership and people management experience in operational management within health, social care, or employment services.
* Experience in building relationships with senior management and external partners to support seamless service delivery.
* Strong understanding of the IPS model and its application in mental health or supported employment settings.
* Ability to analyse data, produce reports, and use insights to drive improvement.
* Experience in leading high-performing teams and driving performance through detailed management information analysis.
* Exceptional communication skills, (verbal, non-verbal, written, listening) with the ability to build collaborative relationships at all levels.
* Extensive experience of managing teams across multiple locations and /or programmes.
* Ability to multitask and effectively manage multiple priorities and deadlines.
* Proven solutions focussed, self-motivated leader, able to work independently.
* Understanding of HR policies and procedures and confidence in dealing with HR related people activities (formal and informal).
* Committed to and strong understanding of safeguarding in vulnerable adults.
* Passionate about recovery and inclusion and empathetic and person-centred in approach.
* Strategic thinker with a hands-on attitude who is resilient, adaptable, and solution focused.
* Driver with a car and willingness to travel, as required.
Desirable criteria:
* Familiarity with fidelity reviews and IPS performance frameworks.
* Experience of working on programmes targeting relevant disadvantaged groups in society.
* Experience in the Employability and/or Adult Skills sector.
* Experience of leading or mentoring managers.
* Knowledge of employment law, welfare benefits, and vocational rehabilitation.
* Experience of supporting the implementation of a new programme/service.
* Experience of overseeing Income and Cost in relation to Profit & Loss reporting.
More details about the role:
Service Delivery & Model Fidelity
* Ensure IPS services are delivered in line with the evidence-based IPS model and meet fidelity standards.
* Monitor and evaluate service outcomes, including job placements, retention rates, and client satisfaction.
* Lead on quality assurance and prepare for external fidelity reviews and audits in collaboration with the Fidelity Lead.
* Promote a high quality and minimal error ethos across the team.
* Monitor customer service and resolve escalated complaints.
Leadership & Development
* Support and develop your team, providing supervision, coaching, and professional development, promoting training opportunities and addressing capability gaps to enhance overall performance.
* Support staff wellbeing and resilience in a demanding frontline environment.
* Promote a collaborative and inclusive team culture focused on recovery and empowerment.
* Cascade information and disseminate company briefings effectively gaining co-member commitment and ideas through a regular programme of team meetings.
* Promote the importance of continuous improvement to the team.
Stakeholder Engagement
* Build and maintain strong relationships with clinical teams, commissioners, employers, and community partners in collaboration with partnership roles.
* Represent the IPS service at strategic meetings, forums, and partnership events.
* Advocate for IPS principles and contribute to service development and innovation.
* Share best practice with internal and sub-contractor managers on various topics including quality, employee engagement and performance management.
Operational Oversight and Performance Management
* Manage caseload distribution, service coverage, and resource allocation across multiple locations.
* Oversee data collection and reporting systems to ensure accurate and timely performance monitoring.
* Lead on recruitment, onboarding, and training of new IPS staff in collaboration with L&D.
* Through the scheduling of resources ensure consistent and effective coverage of each geographical area.
* Oversee the delivery of key performance indicators, adherence to the IPS model, service level agreements, and customer service standards across all locations.
* Report and disseminate analysis of MI to senior management and reports as necessary, in collaboration with the Analysis and Insights Manager.
* Propose and implement changes to operational processes in conjunction with other teams and sub-contractors.
* Present quarterly presentations to the business and complete monthly reports.
* Ensure that periodic performance management meetings occur and are properly documented and that these set stretching but achievable targets following a thorough interrogation of performance and quality.
* Conduct regular performance reviews and bi-annual professional development reviews.
* Work closely with the Head of Delivery on subcontractor management, employee relations and HR related activities.
NB: This job description is designed as guidance and there may be requirements to take on additional or alternative tasks to support the business as required. Your key tasks and responsibilities will be agreed with your line manager as part of the Triage performance management cycle.
All applicants must obtain a Disclosure Check on successful appointment (cost reimbursed).
#J-18808-Ljbffr