We are an agency led by the needs of those we are constituted to serve, maintaining a positive, future focus, led by our ethos and values.

Transcription

1 Job Description Job Title: Director of Operations Reports to: Chief xecutive Officer [CO] Direct Reports: Heads of Service/Operations Managers Location: Head Office, Swansea Hours: 35 per week Salary: 43,000-46,000 p/a Caer Las Cymru s identity, aims and values We are an agency led by the needs of those we are constituted to serve, maintaining a positive, future focus, led by our ethos and values. We are driven by our Statement of Strategic Intent and wider Strategic Plan. This outlines the challenges we face, our vision, identity and purpose, and critically our direction of travel. It gives the whole organisation focus to do whatever we can to tackle the effects of poverty and combat social exclusion. In addition, Caer Las is driven by these key Values: MPOWRMNT - We believe that everyone has the strength to help themselves RSPCT - We treat people with dignity and without judgment FAIRNSS - We are committed to equity in everything we do COMMITMNT - We are driven by the challenge of always putting our clients at the centre of everything we do It is essential that our staff deliver services directly in line with these Values. In addition, we expect that staff sign up to these values when working in a Caer Las capacity, because they are at the heart of what we believe, how we work, our culture, and most importantly how we view clients of our services. We look to recruit staff who demonstrate personal qualities of passion, talent, and resilience. We continually strive to increase our professionalism and accountability to both clients and commissioners whilst being firmly led by our mission and values. Leaders and Managers need to be:

2 excited about empowering people and being asset focused able to construct solutions rather than fix problems a creative thinker and have a Can Do attitude passionate about providing excellent customer service and being accountable to our clients and commissioners committed to driving up the quality of services we provide organised, able to work on your own initiative and willing to go the extra mile committed to doing with and not doing to a person who flourishes when given responsibility and is not afraid to be held to account. Job summary/purpose The Director of Operations is part of the executive leadership team [LT]. As such, leadership is a core and vital part of the role. The potholder will be: A role model for behaviours consistent with Caer Las beliefs, ethos and values. Highly active in development and implementation of the strategic plan across the whole organisation, and specifically within operations. The specific purpose of the role includes: nsuring clients receive the highest possible quality of service; driving practice development, inspiring service innovation, and delivering standards that consistently exceed client expectations. Developing and maintaining the most effective relationships with commissioners, funders and donors, ensuring that their customer expectations are fully met. Leading the operational division of Caer Las, being an ambassador for the organisation, and a source of support and guidance for all operational activities. nsuring high visibility, and developing key business relationships across Wales. Holding strategic responsibility for all aspects of compliance in relation to contract management, our own quality management system (ISO9001), health and safety, regulatory obligations, well-being, and client care. Actively supporting the Caer Las model of support, currently Solution Focus Working. Being a change driver in terms of staff culture. We describe our staff culture as freedom of action, balanced by accountability. The Director of Page 2 of 12

3 Operations will be central to fostering this cultural ambition, and communicating this across all branches of operations. Key responsibilities Leadership To provide comprehensive and cohesive leadership to the operations division of Caer Las, ensuring delivery of services in a joined up and strategic way, in line with the vision set out in the organisation s strategic plan. To develop and maintain consistency across Caer Las services; ensuring staff deliver services where clients are placed at the centre of their thinking. To foster and role model an organisational culture where clients are treated as the best expert in their own lives, and empowered to make changes of their own design. To hold overall responsibility for our operational services and contracts, including the line management of the Heads of Service/Operations Managers, supporting them to ensure quality and compliance across all aspects of operations. To role model the knowledge, understanding, skills and behaviours outlined in the competencies section. It is vital going forward that managers within Caer Las are able and willing to lead and manage staff in a way consistent with the expectations of Board and LT. To provide leadership to operational management tiers that ensures strong internal communications, organisational cohesion and excellent service delivery. Provide operational managers with clarity, advice, guidance and leadership as required. Acting as a representative of Caer Las at a range of external events and meetings, including provider meetings and forums, commissioner contract liaison and budget meetings, conferences, seminars and other learning events. It is expected that the post holder will be confident to deliver presentations, make contributions and make strategic decisions appropriate to the position. To strategically lead, as well as participate in the manager on-call rota alongside all other operational managers. Strategy and Policy Development To lead the development and implementation of policies specific to operational projects that support the strategic plan, ensuring compliance with the law, regulatory obligations, and commissioner and funder requirements. Page 3 of 12

4 Advise the CO, Board of Trustees and LT on legal obligations, changes to policy and good practice measures across the operational projects including the requirements of all current funders, changes in housing legislation and public policy. To keep up to date with policy and legislative changes within your portfolio at a local and national level and to lead and contribute to policy responses required by different lobbying bodies and funders. Jointly [with the CO, Board of Trustees and LT] lead the development of new services in support of the strategic plan, and horizon scan for new opportunities that fit Caer Las strategic remit. To lead on the development of all Caer Las operational service plans including performance measures and standards that ensure consistent quality, value for money and a focus on continuous improvement. To develop a commercial approach to delivering Caer Las services which is reflected in annual regional plans, encourages proactive financial management, joint working and added value. Acting as a catalyst and conduit for new services and projects across Caer Las that will bring in additional income streams, enable a wider impact and reach, resulting in organisational sustainability. This will include supporting the person responsible for bids and tenders during formal tendering processes, new business development bids and opportunities with new partners. Performance Lead, motivate and develop a team of operational managers providing support, guidance and performance management to ensure high levels of staff motivation, retention and performance. nsure all operational managers provide effective leadership and appropriate supervision, in line with our policies. nsure front line staff hold regular, team meetings to ensure staff are properly supported, and to ensure appropriate mechanisms of data recording, and reporting of client work, are being applied in line with commissioner requirements, and our strategic plan. Lead initiatives that seek to maintain and develop service quality, meet stakeholder requirements and uphold the values of Caer Las. To work with other managers within Caer Las to develop additional performance measures. This will lead to evidence of added social value, data that represents value for money, improved client outcomes, financial savings, and partnership working. To work closely with heads of service/operational managers to embed a regional approach to services across Caer Las, leading to consistent standards and practice, joint working, sharing resources, as well as improving links with the rest of the organisation. To provide regular supervisions and performance management to direct reports in accordance with Caer Las policy and procedures. This includes Page 4 of 12

5 the requirement that information on individual and team performance is shared with LT and HR in a timely and accurate fashion. Control and Quality Assurance Hold overall management responsibility for all the organisations Domiciliary Care Projects. To act in the capacity as the Responsible Individual (RI) for our projects registered with CSSIW (The Care and Social Services Inspectorate for Wales). This will involve ensuring that the regulated projects are compliant with, and ready for the implementation of the Regulation and Inspection of Social Care (Wales) Act nsure Caer Las successfully complies with all audit requirements [including Welsh Government, Local Authority, SPPG (Supporting People Programme Grant) & CSSIW requirements]. Managing the overall budget for operations, ensuring that grant income is maximised and services are carefully planned and resourced. nsure appropriate financial control and probity is exercised within operations. nsure the completion of regular service reviews in line with funding or commissioning requirements. nsure compliance with all aspects of client and housing management health and safety requirements. nsure full compliance with relevant SOVA or POCA requirements. Lead housing management functions, including legal initiatives regarding tenancy or occupancy issues. Hold overall responsibility for ensuring successful start-up of new services. To ensure that services operate in line with Caer Las quality assurance systems (iso9001) and contribute to the maintenance and development of quality standards. To ensure that projects contribute to the prevention of the homelessness agenda through Supporting People, and they empower and support the wellbeing of people with an enduring mental health condition. Communication and Reporting Lead the strategic implementation of reporting and recording mechanisms, ensuring the appropriate flow of information through the organisation as well as to funders and commissioners. To provide data, analysis and reports on services to the CO, Board of Trustees and LT/Leadership Group. nsuring that reports enable appropriate board scrutiny as well as informing the future direction and growth of the organisation. nsure commissioner reporting requirements are fulfilled, overseeing excellent support planning and delivery against the SPPG outcomes Page 5 of 12

6 framework, and ensuring services operate in line with all organisational policies and procedures. To be responsible for ensuring that all monitoring information provided to commissioners and LT is on time is accurate and presented in the manner required. Work collaboratively with the other members of the leadership group building effective working relationships. To provide high quality reports and management information linked to the key performance indicators/accountabilities in all service areas, and which can assist the organisation to tender/bid for new services. Customer Services To lead the continuous improvement of the client experience in all of Caer Las services Attend external networking events appropriate to strategic development and developing and maintaining commissioner / funder relationships. To ensure that all services are delivered in a way that is aligned to the aims and values of Caer Las, and result in an excellent customer experience which meets commissioner and other stakeholder requirements. In addition, that the impact of services is maximised through excellent relationship management with local authority departments and partner agencies. Page 6 of 12

7 Health and Safety Management Overarching responsibility for ensuring a positive and proactive approach to the safety, health and well-being of clients, staff, volunteers and visitors in the operations division. Managing the overall health and safety procedures for the services within the operations division, through excellent planning, reporting, and review with project managers, to ensure that each project has full understanding of the importance and impact of health and safety within the workplace. nsuring that organisation policy and procedure captures the needs of the project s activities. Property Management Overseeing the protection and development of the charities properties; making use of our stock condition surveys, taking a long-term view of maintenance, development, and asset management. nsuring that all premises used for service delivery are maintained to specifications required by commissioners and regulatory bodies, through regular reviews with project managers. To lead on any significant maintenance projects for all premises within operations; liaising with landlords, contractors, regulators and local authorities as necessary. To take a lead on proposed changes to the layout or structure of premises, with a view to improving the customer experience. General In addition to the duties and responsibilities outlined, you must be prepared to undertake such additional duties that may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post. You will be subject to a performance review which will incorporate a review of the above duties and performance over the period. This job description is indicative of the range of current duties and responsibilities of the post holder, it is not comprehensive. It is inevitable that the duties will change to reflect organisational development, and it is essential therefore that it should be regarded with a degree of flexibility, so that changing needs can be met. Caer Las Cymru operates a no smoking policy, which applies to all members of staff. However, please note that residents are permitted to smoke if they wish and therefore staff may be required to work in a smoking environment. Page 7 of 12

8 Person specification 1 Skills & Abilities 1.1 Strong leadership skills with the ability to take people with you, engage and establish dialogue, and role model integrity, emotional intelligence and resilience. 1.2 xcellent communication skills, with the ability to engage individuals and groups, and build strong relationships at all levels in and outside of the organisation. 1.3 Advanced planning, prioritising and organisational skills; and able to take personal responsibility to deliver agreed outcomes 1.4 Demonstrable resilience; the ability to shows courage, be robust and balanced, whilst maintaining high performance even when under pressure 1.5 Ability to inspire, coach, support and mentor people on a range of staffing and operational issues 1.6 Ability to hold people to account and drive a strong performance management culture within an organisation 1.7 Ability to develop strategic, high quality, robust operational policies and procedures, using knowledge of the sector and environment 1.8 Confident budget holder and manager, able to make decisions based on clear rationale and evidence 1.9 Ability to lead staff and advise the board and senior executive on complex operational matters 1.10 Demonstrable ability to work within a quality framework, exhibiting attention to detail, accuracy, consistency and high performance standards 1.11 Strong information management skills, including data collection, analysis, evaluation and reporting; using IT based corporate management tools alongside standard MS office packages Accomplished project management skills, able to organise and prioritise own workload Capable and talented in people management issues, including: recruitment, disciplinary & grievance and attendance management Ability to communicate in Welsh D 2 Knowledge Page 8 of 12

9 2.1 An up to date, strategic level, understanding of the housing and support arena, familiarity with related legislation and its impact and implications for the organisation 2.2 Understanding of housing management and support principles and how they work in practice 2.3 Performance improvement/quality framework(s) and how they can be applied to current working practices 2.4 Health and safety legislation and ability to apply practically in projects 2.5 Understanding of the principles and practices of Solution Focused working 2.6 Understanding of change management; both in terms of models and processes, but also in terms of relationship and people management. 3 Qualifications 3.1 Degree/post graduate qualification (or currently working towards one) 3.2 Management Qualification QCF level 5 or willingness to work towards 3.3 Car Owner in possession of full driving licence and Business level insurance. D D D Competencies Knowledge and Understanding As a manager you: 1. Are aware of the organisational strategy and vision, have a more in depth understanding of your department/area strategy or business plan and are able to link this back to the overall strategy of Caer Las. 2. Maintain and enhance your knowledge of the sector and external factors impacting on your area and the organisation as a whole. 3. Are aware of good practice in relation to your profession, specialism, subject or area of work, you keep pace with developments and consider how and if they might be relevant to Caer Las. 4. Understand how other departments/areas within Caer Las operate and how the work of your department/area interlinks with and impacts on other areas. Page 9 of 12

10 5. Are aware of legislative and regulatory requirements in relation to your particular area of work and more generally e.g. Freedom of Information and data protection, employment legislation, finance regulations, equality legislation, health and safety, CSSIW, SOVA, Charity law. 6. Contribute to the organisation s risk management strategy. 7. Are aware of current Caer Las policies, practices and procedures (including HR and Finance) and know how you and your staff can access information, advice or development in this area. 8. Understand your team; are aware of individual circumstances, strengths, motivators and team roles and understand the expectations of your role from your line manager and from your team. 9. Are aware of the opportunities for learning and development available to your staff both formally and informally. Understand how learning and development improves the performance of your team and links to organisational strategy. 10.Are self-aware; you know your preferred leadership style and the importance of adjusting your style to the situation. Skills As a manager you have the following skills and are able to: 1. Communicate clearly, effectively and in a manner consistent with Caer Las philosophy in a variety of situations such as: Team briefings; Individual communication with staff including 1:1 meetings, appraisal, providing feedback, return to work interviews, dealing with grievance, disciplinary & capability issues; Presentations; Chairing/participating in meetings; Coaching and mentoring. 2. Prepare strategic/operational plans, clearly identifying goals, targets and priorities and monitor and evaluate progress against the plan. You use evaluations of performance and completed development to feed into revised plans. 3. Use a variety of techniques to identify and resolve issues which may be operational and/or strategic. 4. Use appropriate methods, such as mediation techniques, problem solving, influencing and negotiating skills, to resolve conflict within your team. 5. Identify and evaluate relevant focused learning and development for individual team members and for your team as a whole. Page 10 of 12

11 6. Plan and prepare for change, recognising and dealing with issues promptly. You are also able to identify when it is necessary to affect change in response to external/internal factors. 7. Manage relationships with partners/funding bodies/collaborators/other departments or other teams to deliver results. Behaviours As a manager you are expected to demonstrate that you: 1. Communicate regularly and effectively with your team ensuring a two-way flow of information i.e. both giving and receiving information. Hold regular team and individual meetings and ensure that the views of staff are fed upwards via the appropriate forum. 2. Involve your team in strategic and operational decisions where appropriate ensuring that all team members are given the opportunity to contribute and comment. You are receptive to new ideas and opportunities and expect and encourage constructive debate from your team. 3. Act in the interest of Caer Las i.e. you place the needs of Caer Las above those of your individual area. 4. Are inclusive; valuing and respecting people as individuals ensuring that all viewpoints are considered, and ensuring equality of opportunity in respect of access to development, promotion opportunities, flexibility of working hours. 5. Provide direction for individuals and your team by communicating goals, agreeing objectives and targets and measuring achievement. 6. Manage the performance of individuals and your team in a positive manner from day one, clearly setting expectations and standards and providing regular feedback on performance. 7. Recognise and acknowledge the contribution of the team and individual members, reinforcing positive behaviours and ensuring engagement. 8. Motivate and support team members via coaching, feedback, encouragement, facilitation, maintaining and enhancing individual s selfesteem. 9. mpower your team members by use of delegation, allow them to take ownership of tasks/decisions and be accountable for outcomes, without abdication of your overall responsibility. 10.Promote change and use it as an opportunity to apply new skills and ideas. Provide a supportive environment where your team are encouraged to take considered risks. Page 11 of 12

12 11.ncourage continuous improvement and strive for excellence. 12.Manage yourself and your time in an organised manner, and remain calm under pressure. 13.Act as an ambassador for Caer Las and a positive role model to your team by demonstrating these behaviours in your day-to-day interactions. Page 12 of 12