The Service Manager is responsible for performance management of Carers services and support staff. Reporting to a senior manager and working as part of the management team, this role is pivotal to ensuring our contractual responsibilities are met and that we deliver best value to funders and outcomes for Carers.
The post-holder will manage a team of support staff and services (delivered through contracts/project funding) and associated budgets to make sure that strong relationships are achieved with internal and external stakeholders, and our services are widely regarded as being of a high standard.
Manage a team of support staff ensuring they are well recruited, managed (including management of performance issues), motivated, developed, supervised and appraised
Identify staff training needs and work with the management team to deliver/source training to ensure staff skills are nurtured and developed appropriately (including Statutory, Mandatory and developmental training)
Ensure the organisation's Vision, Culture, Values and Behaviours are embedded in the workplace
Ensure policies and procedures are understood and applied to operational practice by the staff team
Problem solve day to day staff issues, liaising with other members of the management team where appropriate
Engaging with staff around change and continuous improvement.
Support the CEO and Head of Services by cascading information quickly and consistently to/from staff in a positive way, and by managing expectations and difficult conversations
Support the CEO and Head of Services to implement service delivery strategies and plans
Problem solve service delivery issues, liaising with other members of the management team or external parties where appropriate
Evaluate performance against contract requirements and service provision regularly and take proactive action where needed to ensure successful delivery of contracted outcomes and continuous improvement
Ensure data collection tools, methods and systems are accurately and effectively utilised. Provide information and contribute to/produce reports for senior management and stakeholders for decision making and continuous improvement/development
Provide regular and timely two-way communication of plans, policies and performance to staff and management and with peers.
Ensure adherence to KCC Carers Assessment policy (and associated policies and procedures) and take action to ensure personalised solutions are offered to Carers.
Ensure Carer Payments adhere to policy, are reviewed and authorised and that accurate records are maintained
Ensure ongoing growth through the planning, management and delivery of activities that will increase the volume of Carers accessing services year on year
Ensure risk assessments are in place and monitored for service delivery areas, events and activities, delegating as appropriate.
Actively participate in multi-agency and network meetings/events to advance the work of
Ensure legal compliance, the practical application and fulfilment of all statutory requirements and keep abreast of developments relating to health & social care, in particular around Safeguarding policy and practice and Carers rights and ensure support teams are informed of changes.
Support the development and implementation of a system of engagement, involvement and ownership, by involving Carers in the shaping of future service development
Contribute to the evaluation of service provision and lead continuous improvement, engaging with stakeholders around change and continuous improvement.
Take lead responsibility on specific areas and/or projects (as required by the organisation) and deliver project outcomes on time and within budget, using a robust project management methodology.
Ensure all external communications and marketing are in line with the organisation's policies, branding guidelines, values and ethos
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