Operations & Relationships Manager Job Description

Transcription

1 Operations & Relationships Manager Job Description May 2016 Copyright Astral PS Limited - All rights reserved No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of Astral Public Services

2 About Foundations Our Mission To share the magic about what makes good home improvement and adaptation services Our Vision A thriving range of home improvement agencies supporting people to live safe, independent and happy lives in the home of their choice Our Objectives Identify and meet the training needs of the sector Engage with stakeholders, providers and commissioners and facilitate networking opportunities Represent and promote the sector Develop tools and resources for providers and commissioners Monitor activity, quality and performance and find out what good looks like Develop and promote quality assurance systems Provide an information management and workflow system For me information visit:

3 Our Values Our shared values guide our actions and describe how we behave: Leadership: Collaboration: Integrity: Accountability: Passion: Scalable: Quality: The courage to shape a better future Leverage collective genius Be real If it is to be, it's up to me Committed in heart and mind National solutions for a local scale What we do, we do well About Home Improvement Agencies Home Improvement Agencies (HIAs), sometimes known as Care & Repair or Staying Put schemes, help vulnerable people maintain independence in their own homes. Their services include: visiting clients at home or providing detailed telephone advice; setting out housing options to help clients decide what type of housing is best suited to their changing needs; checking entitlement to any financial help, including grants and charitable funding; project management, drawing up plans, getting estimates and liaising with others involved in any building work/adaptations needed, such as council grants officers and occupational therapists; provision of handyperson services, to carry out small jobs around the home, help with gardening, or coming home from hospital; and helping to make homes more energy-efficient. A searchable directory of accredited HIAs and handyperson services is available at: About FILT Foundations Independent Living Trust (FILT) is the charitable arm of Foundations. FILT helps older and vulnerable people live with dignity in their own homes this by operating funds which enable local HIAs to provide a range of support including repairs and improvements to people s homes. FILT distributes Corporate Social Responsibility and charity funds through the network of HIAs. These then deliver a fast and effective service by assessing the customers needs and carrying out the necessary work quickly and cost-effectively. Foundations manages the delivery of these programmes, reporting to an independent board of trustees. 3..

4 Job Title: Location: Reports to: Supervisory responsibility: Operations & Relationships Manager Glossop plus some travel Director of Foundations Customer Support Team (up to 4.0 FTE) Base salary: Up to 28,000 Job Purpose The role is responsible for operational management of the Foundations work plan including the management of programmes delivered on behalf of Foundations Independent Living Trust. The purpose of the role is to lead the Customer Support Team to successfully deliver a high performing, customer focused, and responsive service to our stakeholders: the public; the home improvement agency sector; service commissioners; government departments; FILT funders; and FILT trustees Working with the Director and the Regional Development Team, to secure a performance driven and unified response to stakeholders first time and within the financial budgets. The post holder will ensure that: Foundations and FILT work plans and funding agreements are being delivered within agreed tolerances; efficient and effective operating processes are in place for the Customer Support Team including dealing with FILT grant applications, decision making and payment; positive relationships are maintained with funders including timely reporting; FILT trustees are fully supported to discharge their duties; the home improvement sector has positive engagement with both Foundations and FILT; The Glossop based Customer Support Team is managed effectively..4

5 Key Responsibilities Staff and resource management Implementation of operational work plans and budgets Recruitment and management of Customer Support Team staff and resources to achieve required service response, quality and cost performance indicators Development and oversight of Customer Support Team staff appraisal and supervision systems Resolving performance issues among Customer Support Team staff. Managing Contract Performance Reporting Monitoring performance against targets and deliverables for all contracts and funding agreements including performance of any sub-contracting partners Financial tracking and monitoring of FILT income and expenditure Ensuring contractual and regulatory (funding) compliance Reporting contract performance trends and issues to the Director Responsible for ensuring all funding monitoring reports are accurate and submitted in a timely manner, including from sub-contractors. Production of monthly and quarterly contract management reports. Ad hoc reports as requested by the Director or FILT trustees Service and business development Analysis of performance leading to service changes and improvements to increase stakeholder and funder outcomes/level of satisfaction/perceived value of the services. Administer and attend FILT Board meetings including production and presentation of reports and updates to the FILT Board and associated minutes and action plans. Representing the Organisation Representing the organisation at external events Maintaining positive relationships with stakeholders, including FILT funders Other responsibilities Work collaboratively with other members of Foundations staff. Meet legislative and all relevant regulatory requirements Carry out duties in accordance with Foundations principles, policies and procedures Lead on the development and monitoring of quality assurance systems Attend meetings and training courses as required, including regular supervision meetings and annual appraisal with the Director. Undertake from time to time such other tasks as may be required including administrative duties in connection with the post Uphold and implement the policies and procedures of Foundations throughout all aspects of the work of the organisation 5..

6 Person Specification Experience Skills 1. Minimum 3 years direct experience of operational management in the housing, health & social care or voluntary sectors within a service providing organisation 2. Experience of administering grant funding programmes 3. Experience of contractual performance management 4. Experience of handling large quantities of data 5. Experience of project planning and management including budgeting 6. Evidence of successful collaborative working with relevant stakeholders 1. Excellent communication skills, highly articulate verbally and in writing 2. Strong interpersonal, influencing and negotiating skills and experience 3. Well organised and capable of meeting deadlines 4. Workforce planning and development. Leadership to motivate staff within a rapidly changing environment 5. Strong skills in finance and budget management 6. High level of accuracy and attention to detail 7. Computer literate Knowledge 1. Knowledge of voluntary sector operating environment and key current issues and opportunities 2. Knowledge of issues facing older and vulnerable people 3. Wide knowledge of outcomes and value-based approaches to service development and delivery 4. Good understanding of H&S, QA and Safeguarding processes and application Personal Qualities 1. Self-motivated 2. Well organised 3. Resourceful & able to think clearly under pressure 4. Assertive but empathetic. A good listener and non-defensive in approach 5. Self-directed. Willing to take responsibility and be held accountable..6

7 The Old Co-op Building, 11 Railway Street, Glossop, Derbyshire, SK13 7AG 7..