Director of Retirement Living & Care Services

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1 Operations Services Directorate Recruitment pack for: Director of Retirement Living & Care Services Director of Supported Living Contents Wecome etter from David Tayor Executive Director of Operations Roe profies Midand Heart 2020 Corporate Strategy Key dates - recruitment timetabe

2 Dear Appicant Thank you for your interest in Midand Heart. Since our foundation in 1925, our focus for the past 90 years has aways been to hep peope to ive independenty. These are exciting times for our organisation; we have agreed a new and ambitious corporate strategy for the period to 2020 and are moving forward in the deivery phase. This incudes the estabishment of a new Operations Directorate and these roes wi be part of a eadership team shaping this. Our key objectives incude high eves of customer satisfaction, subsidy free care and support services that deiver vaue and deveoping a high performing eadership and management team. We are serious about increasing housing suppy and our pan is to buid up to 4500 new homes over the next 4 years, incuding housing soutions for retirement iving. The roes: We are committed to being a eading provider of Care & Support services and have a positive vision for the future of this important part of our work. Our ambition is to be a dominant provider of accommodation based retirement iving, oder person s services, incusion, homeessness and supported iving services. Your chaenge wi be to deiver the highest quaity services that are effective, efficient and financiay viabe in an increasingy difficut externa environment. You wi need to be commerciay astute and be abe to combine strategic thinking with an abiity to deiver, and motivate those around you to deiver. We are ooking for someone who shares our vision and organisationa vaues: Being peope focussed. Is incusive. Professiona in approach. If you have the ambition, drive and resiience to make our new strategy a success then this is a fantastic opportunity for a taented individua to join our team. We very much ook forward to receiving your appication. Yours sincerey, David Tayor David Tayor Executive Director of Operations 20 Bath Row, Birmingham B15 1LZ Customer contact number a other enquiries fax Midand Heart Limited operating as Midand Heart Registered office: 20 Bath Row, Birmingham B151LZ A registered society under the Co-operative and Community Benefit Societies Act 2014 No.30069R A charitabe housing association

3 Roe Profie Director of Retirement Living and Care Services Job Tite: Hours: Location: Saary: Reporting to: Director of Retirement Living and Care Services 35 per week Bath Row, Birmingham 75,750 for fu time pus 5.5k car aowance Executive Director, Operations Responsibe for: CQC registered services, catering services, extra care and retirement iving services. Job purpose: Lead and deveop a high quaity retirement iving and care services that are commerciay focussed, person centered and compy wi a ega and reguatory requirements. Create an environment where coeagues are engaged and motivated and Midand Heart s vaues and behaviours are fuy embedded. Key Responsibiities and Accountabiities Lead, deveop and manage the team, acting as a roe mode for team members and eading by exampe to maximise their performance potentia. Creating a working environment where coeagues fee empowered and engaged. Support the Executive Director and executive board to make an effective contribution to the strategic vision of the group. Provide eadership & vision for the on-going deveopment of high quaity retirement iving and care products and services. Work with the new business deveopment team to identify and ensure that new business opportunities are deveoped with stakehoders in sectors identified by our corporate strategy. Pay a prominent roe in the repatriation of externay managed extra care schemes. Ensuring services to customers are maintained during a time of transition and eading the integration of the schemes into the Midand Heart portfoio. Act as the main point of contact with the Care Quaity Commission by being the egay responsibe person for the business as a whoe; but aso ensuring our reationship is proactive and enabing.

4 Be responsibe for supervising the management of CQC reguated activity, ensuring a ega and reguatory matters are compied with. As a minimum ensuring a registered services achieve at east a good rating foowing inspections. Lead the provision of catering services to our customers. Keeping these under review so they remain commerciay viabe. As part of the Directors Group create a cross directorate cuture of co-operation and joint working. Deveop strategies and pans that wi structure services for the future and encourage their deveopment ensuring maximum efficiency and effectiveness. The aim is to ensure our processes are simpe, effective and that work. Keep abreast of housing, care and support poitica deveopments across the housing sector and the UK economy in genera. Buid and manage reationships with externa stakehoders, incuding commissioners, reguators and trade bodies, activey promoting the work of the Group with our partners and stakehoders. To contribute to, and operate at a times in accordance with the principes of good governance and the poicies and procedures of the Association; working effectivey with interna stakehoders to ensure the deivery of high quaity services. Be accountabe for the preparation and management of a designated operationa budgets and management of assigned suppier contracts. Keep business costs and aocated resources under constant review and successfuy deiver financia targets. Ensure our work on VFM remains high profie and that it remains transparent. Very much aigning this to our corporate pans and benchmarking work. To be responsibe for the heath, safety and wefare of yoursef, customers and others at work and to undertake the heath and safety duties outined in the Midand Heath & Safety Poicy. Promote and embed the Midand Heart organisationa vaues. To take part in the on ca arrangements within Care and Support. Any other duties commensurate with the roe.

5 Education, quaifications and training Housing or socia care quaification or significant work experience in a reated fied Experience Experience of eading and managing registered care services at a senior eve, preferaby in a commercia environment Experience of working with the CQC Experience of successfuy eading and managing arge and dispersed teams of peope Experience of successfuy deveoping and controing significant budgets Experience of successfuy deivering arge change programs Experienced in deveoping strategies and pans that deiver tangibe resuts Knowedge & Skis Skied at motivating arge teams of peope and abe to communicate the vaues of the organization Abe to work under own initiative Appy strategic thinking and effective probem soving Detaied knowedge of care and support environments and egisative and reguatory frameworks Exceent communications skis sufficient to expain compex issues easiy An abiity to write high quaity reports to governance boards Abe to deveop systems, pans and strategies Proven competence in change management Abe to deveop demanding performance standards that successfuy deiver service and financia objectives Abe to work coaborativey through exceent negotiating and infuencing skis Proven competence in managing and controing budgets to meet financia targets Persona quaities Committed to eiminating discrimination and inequaity as we as embracing diversity Customer focussed with a commitment to respecting dignity and pursuing an exceent customer experience High degree of persona drive, capabe of deivering resuts to tight timeframes and under pressure Committed to the aims and ambitions of the organisation and the broader issues of the housing and care sector Appication Interview Test Appication Interview Test Appication Interview Test Appication Interview Test

6 Roe Profie Director of Supported Living Job Tite: Hours: Location: Saary: Reporting to: Job purpose: Director of Supported Living 35 per week Bath Row, Birmingham 65,207 for fu time pus 5.5k car aowance Executive Director, Operations Lead and deveop high quaity homeessness, incusion and supported iving services that are commerciay focussed and compy wi a ega, contractua and reguatory requirements. Create an environment where coeagues are engaged and motivated and Midand Heart s vaues and behaviours are fuy embedded. Key Responsibiities and Accountabiities Lead, deveop and manage the team, acting as a roe mode for team members and eading by exampe to maximise their performance potentia. Creating a working environment where coeagues fee empowered and engaged. Support the Executive Director and executive board to make an effective contribution to the strategic vision of the group. Provide eadership & vision for the on-going deveopment of high quaity homeess and supported iving services. Work with the new business deveopment team to identify and ensure that new business opportunities are deveoped with stakehoders in sectors identified by our corporate strategy. As part of the Directors Group create a cross directorate cuture of co-operation and joint working. Deveop strategies and pans that wi structure services for the future and encourage their deveopment ensuring maximum efficiency and effectiveness. The aim is to ensure our processes are simpe, effective and that work Keep abreast of housing and support poitica deveopments across the housing sector and the UK economy in genera.

7 Buid and manage reationships with externa stakehoders, incuding commissioners, reguators and trade bodies, activey promoting the work of the Group with our partners and stakehoders. To contribute to, and operate at a times in accordance with the principes of good governance and the poicies and procedures of the Association. Be accountabe for the preparation and management of a designated operationa budgets and management of assigned suppier contracts. Keep business costs and aocated resources under constant review and successfuy deiver financia targets. Ensure our work on VFM remains high profie and that it remains transparent. Very much aigning this to our corporate pans and benchmarking work. To be responsibe for the heath, safety and wefare of yoursef, customers and others at work and to undertake the heath and safety duties outined in the Midand Heath & Safety Poicy. Promote and embed the Midand Heart organisationa vaues. To take part in the on ca arrangements within Care and Support. Any other duties commensurate with the roe.

8 Education, quaifications and training Housing or socia care quaification or significant work experience in a reated fied Experience Experience of eading and managing peope focussed services at a senior eve, preferaby in a commercia environment Experience of working within a reguated environment Experience of successfuy eading and managing arge and dispersed teams of peope Experience of successfuy deveoping and controing significant budgets Experience of successfuy deivering arge change programs Experienced in deveoping strategies and pans that deiver tangibe resuts Knowedge & Skis Skied at motivating arge teams of peope and abe to communicate the vaues of the organization Abe to work under own initiative Appy strategic thinking and effective probem soving Detaied knowedge of care and support environments and egisative and reguatory frameworks Exceent communications skis sufficient to expain compex issues An abiity to write high quaity reports to governance boards Abe to deveop systems, pans and strategies Proven competence in change management Abe to deveop demanding performance standards that successfuy deiver service and financia objectives Abe to work coaborativey through exceent negotiating and infuencing skis Proven competence in managing and controing budgets to meet financia targets Persona quaities Committed to eiminating discrimination and inequaity as we as embracing diversity Customer focussed with a commitment to respecting dignity and pursuing an exceent customer experience High degree of persona drive, capabe of deivering resuts to tight timeframes and under pressure Committed to the aims and ambitions of the organisation and the broader issues of the housing and care sector Appication Interview Test Appication Interview Test Appication Interview Test Appication Interview Test

9 Corporate Pan

10 Where do we want to be by 2020? How wi we know we have got there? How wi we do it? STRATEGY OVERVIEW KEY OBJECTIVES FIT FOR THE FUTURE Mission Customers Customer First To be a eading provider of housing and care, heping peope to ive independenty. We do this through providing housing, care and opportunity to our customers High eves of customer service from our core andord services Continue to buid as many homes as we can Support home ownership and provide homes for affordabe rent Vision Focus on homeessness and oder persons services High performing managers Staff with the right skis, technoogy and expertise Strong support and trust from partners High customer satisfaction for our andord and Care and Support services Customers access services ess often and in different ways Support sustaining tenancies Dominant provider of incusion services across Birmingham Dominant provider of oder persons services across the Midands Financia Ensure we remain financiay heathy Reduce management costs in genera needs Our Care and Support business covers direct and indirect costs Growth We want to transform how we interact with our customers in genera needs so we can target resources effectivey, resoves queries quicker and improve satisfaction Right homes in the right pace Continue to focus on proactivey improving our homes and buiding as many homes as we can with our resources Care & Support A compete review of the Care and Support business to ensure that it is sustainabe in the future MyVaues PEOPLE FOCUSED INCLUSIVE PROFESSIONAL Vaues Continue to buid as many homes as we can Repace properties ost through Right to Buy Be prepared for merger or partnership New ways of working Peope Focused Incusive Professiona Peope, Systems and Governance High performing managers Easy pace for staff to get things done Simpe and effective governance structures Support services that are increasingy streamined (paperess), standardised and automated 2016/17 Deivery pans and key projects Corporate Strategy Page 2

11 OVERVIEW MISSION & VISION VALUES KEY OBJECTIVES FIT FOR THE FUTURE CORPORATE DELIVERY PLAN Mission, Purpose and Vision Our four year vision to 2020 what does this mean in practice? Our mission and purpose For our customers: For Midand Heart: For stakehoders: Our mission is to be a eading provider of housing and care, heping peope to ive independenty. We do this through providing housing, care and opportunity to our customers. Our vision We wi deiver a range of housing options to our customers baancing great customer service, exceence and vaue for money. We wi aso support our customers, where appropriate, to move into home ownership, and wi continue to deiver the new homes which this country so desperatey needs. Our Care and Support business wi aso continue to work with a range of customers anchored in our accommodation, with a particuar focus on homeessness & oder persons services Finay, we want others to approach Midand Heart as the first port of ca shoud they want to work more cosey with a housing and care provider. Good quaity housing which supports home ownership and continues to provide homes for affordabe rent Consistenty high eves of core andord services Care and Support customers who ive independenty and in a safe way Advice and support provided to hep peope access empoyment and skis opportunities Customers can access services in a way that works for them without the need to phone a member of staff A Care and Support business that covers a of its costs Dominant provider of oder persons services within the Midands and the dominant provider of incusion in Birmingham Continue to sustainaby buid and acquire as many homes as we can A Property Care repairs service which performs better than the private sector High performing managers who behave in a consistent way Staff have the right skis, technoogy and expertise A merger partner of choice and have strong support from partners such as oca authorities Retain trust with our reguators e.g. Homes and Communities Agency, Care Quaity Commission Corporate Strategy Page 3

12 OVERVIEW MISSION & VISION VALUES KEY OBJECTIVES FIT FOR THE FUTURE CORPORATE DELIVERY PLAN Our Vaues In order for us to fufi our mission we need to ensure that staff are aso abe to personay reate to the standards and behaviours that wi make Midand Heart a ong term success. Our vaues and the associated behaviours are defined using the MyVaues summary: MyVaues are MyVaues are MyVaues are PEOPLE FOCUSED INCLUSIVE I am passionate about supporting our customers, coeagues and partners. I vaue everyone s abiities, respect their views and embrace individuaity because that makes us a stronger team. PROFESSIONAL I am a proud ambassador for Midand Heart working with integrity, honesty and drive to hep Midand Heart succeed. MyVaues PEOPLE FOCUSED INCLUSIVE PROFESSIONAL Pacing customers at the centre of what we do Enabing my coeagues to be the best they can be, recognising the exceence and expertise of others Committed to working cosey with our externa partners Fexibe, approachabe and understanding Vauing the diverse nature of our teams and the customers we work with Ensuring feedback is aways wecomed Ensuring that what we do, we do we - understanding that we need to be a financiay strong organisation to deiver great services Committed to continuous improvement, taking persona accountabiity for actions and resuts Acting as a positive roe mode for the organisation Corporate Strategy Page 4

13 OVERVIEW MISSION & VISION VALUES KEY OBJECTIVES FIT FOR THE FUTURE CORPORATE DELIVERY PLAN Our Key objectives CUSTOMERS: We wi know we have achieved our strategy when we have deivered on a number of key objectives by 2020 Key objectives What is the target? How wi we do it? SOC1: Deiver consistenty high eves of customer satisfaction for our andord services and provide quaity Care and Support services Target to 2020: 90% for overa satisfaction and 95% compiance for C&S inspections Key areas: - Customer First - Property Care expansion - C&S review SOC2: Customers: have a esser need to contact Midand Heart and we provide more efficient methods for customers to make service requests Target to 2020: At east 50% of a customer transactions are done onine - Customer First Programme Phase 2, this wi focus on onine services for customers SOC3: Support sustaining tenancies Target to 2020: Reduce the preventabe ending of tenancies to 10% - Customer First and the impact of the Peope team SOC4: Be the dominant provider of incusion services in Birmingham Target to 2020: Depending on the terms of the retender we seek to hod onto the Birmingham Supporting Peope contract - C&S review - Successfuy meet current performance targets SOC5: Be the dominant provider of Oder Persons accommodation within the Midands Target to 2020: Highest number of homes in the Midands - Transfer of 14 schemes from Extra Care Charitabe Trust wi make this achievabe. - In addition, we wi aso expore a programme of sef-financing oder peope s deveopment Corporate Strategy Page 5

14 OVERVIEW MISSION & VISION VALUES KEY OBJECTIVES FIT FOR THE FUTURE CORPORATE DELIVERY PLAN Our Key objectives FINANCIAL: Key objectives What is the target? How wi we do it? SOF1: To ensure we remain financiay heathy Target to 2020: Deivering our 10m efficiency savings target and meeting our business pan objectives, incuding our financia goden rues A SOF2: Reduce management costs in Genera Needs by 300 per home SOF3: Our C&S business wi be subsidy free i.e. that has an income which covers a the costs of providing services Target to 2020: Reduce management costs in Genera Needs by 300 per home Target to 2020: To be subsidy free Cross cutter - Customer First - C&S review - New ways of working - VFM programme and benchmarking - Customer First and the impact of the Peope team Corporate Strategy Page 6

15 OVERVIEW MISSION & VISION VALUES KEY OBJECTIVES FIT FOR THE FUTURE CORPORATE DELIVERY PLAN Our Key objectives GROWTH: Key objectives What is the target? How wi we do it? SOG1: We wi continue to buid desperatey needed new homes Target to 2020: We wi buid up to 4,500 new homes by Right homes in the right pace SOG2: To repace ost Right to Buy homes over the ife of the strategy on a 1:1 basis Target to 2020: Repace a homes ost from Right to Buy - Right homes in the right pace SOG3: Mergers and Strategic Partnerships: Being prepared and keeping reguar diaogue with potentia partners Target to 2020: Target not appropriate Corporate Strategy Page 7

16 OVERVIEW MISSION & VISION VALUES KEY OBJECTIVES FIT FOR THE FUTURE CORPORATE DELIVERY PLAN Our Key objectives PEOPLE, SYSTEMS AND GOVERNANCE: Key objectives What is the target? How wi we do it? PSG1: To have a eadership and management team that is highy engaged, motivated, diverse and abe to both ead and manage change Target to 2020: Staff engagement survey target of 90% (managers) Sickness Absence 4.1% - Tota reward strategy - Leadership and management programme - Behaviours and standards framework - Succession Panning PSG2: To make Midand Heart an easy pace for staff to interact with back office so that they can focus effectivey on frontine deivery Target to 2020: 90% of key back office transactions with frontine staff are automated (paperess). - New ways of working PSG3: To have the right governance and Board/ Committee structures in pace to support our vision and deivery pans Targets & Monitoring: Key eements wi be: - Have we deivered the 15/16 Governance Improvement pan? - Board review Corporate Strategy Page 8

17 OVERVIEW MISSION & VISION VALUES KEY OBJECTIVES FIT FOR THE FUTURE CORPORATE DELIVERY PLAN How wi we do it? Our Fit for the Future programme sets out the actions we wi take to deiver the above. We have grouped the programme into four main themes which are shown to the right: Customer First: We want to transform how we interact with our customers in genera needs so we can target our resources in the right areas, resove queries quicker and utimatey increase customer satisfaction. Deiver a cross-directorate Customer Hub Peope team to provide expert services that tacke compex customer issues Pace team to ensure our neighbourhoods are managed to a high standard Promote a positive customer experience and service improvement by istening to customer feedback Combine Empoyment and Skis and Money Advice to positivey support peope affected by wefare reform Income coection and aocations and ettings wi remain core activities that we need to deiver we Care and Support 2020: A review of the Care and Support business to ensure that Midand Heart provides financiay viabe, quaity care and support services to meet the needs of the business, commissioners and customers A panned exit from speciaist earning disabiity and three menta heath registered services Improving operationa business performance and addressing issues of services that do not deiver the required financia return Bringing back into the business extra schemes previousy managed by Extra Care Charitabe Trust A review of how we operate our commercia services such as Frost and Snow and TLC Deveop and impement a new mode for how we deiver Care and Support in the future through the creation of an Operations Directorate Right Homes in the Right Paces: We wi continue to focus on a proactive approach to maintaining and improving our homes. We wi continue to deveop new homes by directing resources to deveopment as far as we can New Ways of Working: Our support services wi need to respond to the chaenges of new ways of working. Our vision is support services across the business that are increasingy streamined (paperess), standardised and automated. Look at options for properties that are inefficient to manage and maintain e.g. sae Growing our in-house Property Care team Find further efficiencies in terms of the works we undertake for repairs and panned maintenance Repace any homes we ose through the extension of Right to Buy Deveop additiona new properties to deiver the much needed suppy of new homes Continue to buid properties for affordabe rent and deveop more properties to support ow cost home ownership e.g. shared ownership Enhance regiona working by enabing staff to be coser to the homes they manage. This wi incude cosing our regiona offices and moving to touchdown points Enabe change through the Tota Reward Strategy A priority wi be to support staff to deiver our changing frontine services in both housing and Care and Support We want to have processes that are simpe, effective and that work Corporate Strategy Page 9

18 OVERVIEW MISSION & VISION VALUES KEY OBJECTIVES FIT FOR THE FUTURE CORPORATE DELIVERY PLAN Corporate Deivery Pan 2016/17 There are a number of key projects in Fit for the Future that wi be deivered in 2016/17 Customer First: Care and Support 2020: Timeine Right Homes in the Right Paces: New Ways of Working: Strategy in pace to respond to Government changes Customer Hub goes ive in Assets & Neighbourhoods Peope & Paces team go ive Deveop detaied pan for the review Ro out new approach to rotas and using agency staff Action pan for services which do not deiver the required financia return; Business case for working with Heath Service Strategy for maximising income for Extra Care Exit LD, commence with Hereford Pan for transfer of Extra Care Charitabe Trust schemes Appraise commercia services Review directorate overhead March 16 June 16 September 16 Property Care expansion business case for approva Agree pans to exit underperforming properties Deveop pan (what, where & how many) for new buids on top of Right to Buy Right To Buy Poicy/ Repacement Programme pan in pace (timing subject to further detai being announced) Launch of new vaues Tota Rewards go ive Mergers & Partnerships review update E-Learning go ive Launch of Leadership & Management Programme, Behaviours & Standards Framework & E&D Strategy Finance and Procurement system fuy ive Governance review Externa Affairs Strategy Repace tenancy transfers with mutua exchanges Look at how we deveop Sef Serve e.g. onine rent statement Voids review competed & new process in operation December 16 IT update on key projects Staff engagement update: one year on -Partnership Counci Regiona offices repaced with touchdown points Impemented commercia services and direct overheads pan March 17 Exit pan progress update on under-performing properties Asset management system: Keystone review Property Care expansion - go ive Review of how we manage our information IT update on key projects Tota Reward review 1 year on Corporate Strategy Page 10

19 Recruitment timetabe Director of Retirement Living & Care Services Director of Supported Living Activity Fina date for submission of CVs and cover etters First interviews Assessment Centre & fina interviews Date 5pm on 15th Juy th Juy th August 2016 midandheart.org.uk