Job Title: Operations Manager
Area: Newham London
Role: Senior management of 5 supported living and residential services for adults with Learning Disabilities, Autism, ABI & Complex behavioural needs.
Requirements of the role
· Ensuring Precious Homes compliance with relevant legislation including Health and Social Care Act 2008, Care Quality Commission guidance and Precious Homes policies and procedures.
· Ensuring the provision of high-quality services enabling Service User needs and organisational priorities to be met.
· Provide hands on support to Registered Manager especially in relation to 'requires improvement' areas identified from audit processes.
· Management of the services within a geographical region within available resources and budget
As this is a hands-on role, you will be expected to travel between your services, devoting your time to supporting your management team and working alongside staff and Service Users to provide practical support, coaching and development advice.
Key Responsibilities, Tasks and Outcomes:
To ensure that all services are personalised and tailored to meet individual needs.
Ensure choice and control for those we support is at the forefront of the care being delivered within each service.
To manage the service hours and their delivery based on Service Users budgeted hours.
Ensure monthly (or other agreed timescale) reports on Service Users are provided by managers to social workers and other relevant stakeholders.
Ensure services are consistently recording customer feedback.
Ensure the people we support are protected from harm and safeguarded and any safeguarding notifications are also reported to the line manager and MDT.
Ensure effective communication with all support functions.
Challenge poor practice and work with Registered Managers to develop a culture of continuous improvement of services.
To ensure all transitions of new Service Users are managed safely and effectively in line with our policies and systems.
Ensure 'requires improvement' and 'inadequate' areas and future actions to achieve outstanding CQC ratings are incorporated into one Service Improvement Plan
To ensure clear understanding of MCA and DoLS, that these are reflected in care plans, teams are appropriately trained, and Service Users adequately/appropriately protected.
To be accountable and provide excellent leadership to Registered Managers encouraging team working, individual and team commitment and team development.
Attend group supervisions and staff meetings every month for each service.
Ensure all staff at services are receiving induction, probation, supervision and appraisals within Precious Homes policies, procedures, and timescales.
Ensure existing Registered Managers receive a minimum of a formal supervision every 8 weeks and new Registered Managers receive a minimum of a monthly formal supervision for their first 6 months. Thereafter, on an annual basis, formal appraisals should be conducted mid-year and end of year to review objectives and performance.
To proactively implement performance improvement plans where deficits are identified for the Registered Manager, including items identified from the monthly Manager and Operations Manager audits.
Ensure every service has a rolling 4-week staff rota on Maxtime and this is communicated to staff and matched to Service User budged hours and support needs.
To conduct grievance hearings, disciplinary hearings, or appeal hearings as appropriate.
Lead by example, setting and maintaining high standards of care and support.
Provide a clear approach, ensuring professional boundaries are maintained in all instances.
Provide timely feedback to your team in relation to their performance, actively using the appropriate policies and procedures on performance management where required.
To ensure consistency of approach within your region.
Review all incidents over last 4 weeks and ensure safeguarding notifications and actions are completed by managers
To ensure all services comply with and adhere to all internal company policies, procedures, and external legislation, CQC, Preferred Provider and Local Authority contractual standards.
To effectively manage complaints from stakeholders in partnership with the relevant individuals in line with internal and external policy and procedures. Ensure all complaints and learning outcomes are recorded on Nourish and reported to OD in monthly board report.
To improve efficiencies without compromising quality or safety of Service Users or staff.
To establish continuous improvement processes within the services and to ensure that the Registered Manager and Operations Manager audits are completed monthly
Ensure services complete audits in line with Precious Homes Quality Policy and any action plans are added to Service Improvement Plan and addressed promptly and monitored to ensure remedial action is met.
To ensure the Registered Managers monthly audit is robust, shortfalls are identified, and actions are in place to address these.
Monitor 'requires improvement' and 'inadequate' actions from KLOE/Golden Thread audits are completed within timescales agreed with the Registered Manager and 'requires improvement' and 'inadequate' areas are added to the Service Improvement Plan d reviewed monthly.
To ensure that best practice is implemented in all services, and your own knowledge within this area is continually updated.
Management of multiple sites with Learning Disabilities, Autism and Complex behaviours.
Previous experience of managing a dispersed management structure
Successful track record of working with Commissioners, CQC and Local Authorities
Experience of new services