Interim Carer Services and Locality Manager Delivery, Networks, Partnerships JOB DESCRIPTION Job Title: Salary: Hours: Accountable to: Based at: Carer Services and Locality Manager Delivery, Networks, Partnerships 33-35k fte Fixed Term Contract initially 37 per week to be worked flexibly in response to demands of the role including on rotation as Duty Manager with some evening and weekend working and Response Line back up to 9.00pm to meet the needs of the service. Chief Executive, Carers Support West Sussex Crawley Head Office with travel to Worthing and Littlehampton offices and service delivery venues across West Sussex Principle Locality Management Accountabilities Leadership, co-ordination and integration of county-wide team Carer Services Management of town and village carer wellbeing services delivery in Locality Management of key partnerships, liaison and working together for carers Line management of and direct support for Team Leaders and Programme Leads Build positive working relationships with CSWS management and partner colleagues Quality Assurance, performance monitoring, safeguarding advice to teams Planning and delivery of partnership Carer Learning and Wellbeing Programme Partnership working with local provider organisations Liaison with CSWS finance/business, development and central support services Implementation of HR/ER management working with Team Leaders & HR Manager in line with policy & practice guidelines Representing Carers Support West Sussex and the CEO Activity and outcome measurement, SVI, contract monitoring Quality assurance, performance reporting, impact and outcome measurement Budget control and income and expenditure monitoring Locality operational Health and Safety, Risk Management and Safeguarding Implementation of allocated Operational Business Plan priorities Page 1 of 8
Carer Services Management Lead Responsibilities Highlights denote priorities for Interim CSM - June 2018 CSWS lead responsibilities below are allocated between two CSLMs according to skills, experience and capacity. Lead areas for this Interim Role are as highlighted, subject to change according to business priorities and resourcing. Other lead areas are for agreement according to skills and experience: Carer Assessment Hospital Service Community Service Dementia Service Cancer Carer Support (new) Universal Carer Services Delivery QA & Process Contract Performance, Quality, Impact & Outcome Monitoring Safeguarding Lead Operational Safeguarding Locality Health and Safety Response Line Service Bank Staff Service Carer Services Operational Policies Carer Wellbeing Fund (Policy and Practice) Carer Learning and Wellbeing Programme Carer Support Group Programme Carer Services Staff & Volunteer Training Carer Equipment Service Drugs & Alcohol Service Specialist Teams Emotional Wellbeing Service Job Purpose Manage allocated county-wide and locality service delivery of operations and wellbeing support programmes actively integrating carer wellbeing support, ensuring oversight of locality delivery. Ensure safe, compliant, efficient co-ordination of team services working through county-wide and locality-focused teams to achieve the widest possible integrated outreach to support carers. Feed in locality, town and village service and market intelligence on wellbeing support options and opportunities for CSWS Communications, Marketing, Engagement and Fundraising and to achieve CSWS business priorities. Work with the Carer Friend and Carer Voice networks, carer groups and statutory and community partners to ensure carer views shape decision-making and delivery. Ensure services are legally compliant and meet contract and funder requirements. Report on performance, Social Value impact, carer engagement, activity and outcomes. Help develop CSWS as a growing fundraising charity and ensure continuous service improvement. Contribute to business development, excellence in carer communications and influence strategy and overall development of the organisation, always promoting carer rights and CSWS vision and values. Support, assist and represent the Chief Executive and build excellent working relationships with colleagues from statutory and community partner provider organisations. Manage agreed service changes and development as directed working closely with the Funding and Development Lead, especially in the area of charity-funded services. Be the accountable Safeguarding Lead and on-site manager responsible for locality operational Health and Safety practice as required. Participate as Duty Manager for CSWS by rotation responding to a range of staff requests and practice queries. Page 2 of 8
Managing the Locality* and Teams 1. Promote positive PR, staff relations and integration of locality services including close working with the opposite Carer Services Manager and regular liaison with the CEO. 2. Take overall responsibility for leadership and management of locality services, line managing Team and Programme Leads, delegating as required. Ensure that all function as county-wide teams. Help develop town and village locality links, focusing to align provision to local communities. 3. Coordinate planning and organisation of carer outreach activity and events liaising between teams to maximise efficiency and effectiveness of support in outreach settings. 4. Keep under review and supervise and appraise the work of staff who are direct reports. 5. Work closely with the Finance Manager and Communications Manager and in liaison with the Central Services Team to ensure efficient activity recording and administration processes. Ensure systems integrate with working arrangements of front-line support teams. 6. Implement HR policy and procedure for direct reports and associated staff working through Team/Programme Leads. Handle any internal conflicts and disciplinary and grievance matters in accordance with policy and procedure. 7. Liaise with other members of the Leadership Team to promote compliant, wellorganised best practice across all areas of service delivery and the locality. Input into development of HR, IT, CRM, data, Social Value Impact reporting, marketing and other information systems. 8. Ensure high quality of customer service delivery in all service areas and implement and maintain agreed CSWS quality standards. 9. Monitor, evaluate and report on activity and outcomes for contracts and service level agreements, liaising closely with responsible management colleagues. 10. Ensure expenditure is controlled in line with agreed budgets and take action to address variances as agreed with the Finance Manager and Chief Executive. 11. Provide innovative and creative leadership to help develop the county-wide service as a model of excellence for carers and ensure continuous improvement in all management areas. 12. Ensure that carer views are reflected in day to day service delivery and represent carer opinion and experience local and county-wide forums. 13. As the designated locality lead for Safeguarding keep up-to-date with Sussex Multi- Agency Policy and Procedures for Safeguarding Adults at Risk, Sussex Child Protection Policy and Procedures and Carers Support Safeguarding Policy. Be the main point of expert advice and co-ordinate internal policy, practice and recording, giving consistent and clear direction. Page 3 of 8
14. Be responsible for ensuring compliance and best practice in organising and supporting Social Work placements, apprenticeships/internships across the organisation. 15. Manage and audit local health and safety policy and procedure to ensure health and safety of staff, volunteers, carers and visitors. Undertake risk assessments in line with the agreed programme, ensure timely, appropriate action is taken to address identified risks and update the CSWS Risk Register. 16. Undertake staff supervision and annual reviews/appraisals and help develop and manage the CSWS programme of Staff Training & Development. 17. Manage day to day practical working arrangements, organisation of office space and use of resources in liaison with the Governance and Head Office Lead and all other colleagues. * The Interim post-holder will ideally cover the locality spanning mid and north of the county (Horsham, Crawley, Haywards Heath, Burgess Hill, East Grinstead areas). Duty Manager Role (shared by 9 Managers) 1. Be available via mobile phone/text for any concerns or queries across the 7 day rota (required to back up the hospital service and other weekend activities). 2. Respond to any operational or service delivery queries from staff including the admin and central services team when other managers not available. 3. Liaise with the Governance and Head Office Lead regarding office cover and support. 4. Check the SPOC rota each day to be aware of who is due to staff the Response Line and be available to check in/out with the teams if required. (Other line managers to inform the Duty Manager of any reported support worker sickness that may affect SPOC or group cover). 5. Check which Support Groups are running during the week including out-of-hours groups and activity and take a lead to ensure cover. 6. Be aware of who is on leave and who has been absent/on sick leave the previous week. 7. Be the point of contact and action/delegation for any immediate changes to website (e.g. support group cancellation or rearrangement) in liaison with the Communications Team/Media Lead where appropriate. Corporate Management and Development 1. As a member of the CSWS Management Group contribute to development of strategy, business plans and operational policy and practice guidance. 2. Represent the locality, CSWS organisation and Chief Executive at external meetings and events as agreed. Proactively seek opportunities to engage with Trustee Directors and promote Board level understanding of carer services and Team Leaders. Page 4 of 8
3. Help control expenditure to maximise the organisation s resources to operate effectively across the locality (staff, funding, equipment, travel) and implement cost savings. 4. Implement new working arrangements in line with action plans to continue to streamline service delivery e.g. Single Point of Contact Response Line, CRM Database, Social Media etc and lead other new areas of work associated with quality, locality, Social Value or team operations as agreed. 5. Ensure staff teams understand/operate in accordance with CSWS policy and procedures. Working for Carers, Engagement and Volunteering 1. Help support and develop the Carer Friend and Voice networks, Families and Friend Network and other carer and volunteer networks and ensure that carer issues and views shape services. 2. Help develop effective methods to record, monitor and evaluate carer outcomes across the range of the organisation s activities 3. Ensure efficient implementation of carer-support programmes and promote equal access for carers county-wide, proactively engaging with under-represented groups working closely with the Carer Communications team. Communications and Partnerships 1. Help ensure excellence in public relations, provision of information for carers and effective promotions to maximise outreach and take-up of carer services. 2. Actively promote and develop effective working relationships with all stakeholders and partners, targeting engagement with under-represented groups, ensuring compliance with Equality and Diversity principles and policy. 3. Help develop integration of service delivery, working well with nominated key carer provider partners. Promote these partnerships in all work areas. Other Any other reasonable duties as requested by the Chief Executive and/or Board of Trustees. Equality and Diversity CSWS is committed to anti-discriminatory policies and practices. The post-holder is required to make a positive contribution to promote equality of opportunity and diversity. Page 5 of 8
Fundraising Carers Support West Sussex is a fundraising charity. Our staff are expected to make a positive contribution to the charity s aims by promoting and supporting fundraising activities, identifying fundraising opportunities and generating ideas of how to encourage people and organisations to support our work. See required Competencies for the role below Page 6 of 8
CARER SERVICES AND LOCALITY MANAGER, DELIVERY, NETWORKS, PARTNERSHIPS COMPETENCIES Use of Resources 1. Able to manage, allocate and supervise staff and use of resources and prepare and monitor a service budget 2. Looks for opportunities to work more efficiently and takes action to avoid unnecessary cost 3. Seeks and uses feedback constructively for continuous improvement Working with others, communicating, influencing 1. A strong team player with demonstrable commitment to team-working 2. Adapts style to work effectively with all partners building trust and respect 3. Adopts a flexible, proactive approach to work challenges across organisational boundaries 4. Approachable with strong listening skills and communicates openly, inclusively, persuasively and confidently 5. Identifies opportunities for integrated working to minimise duplication and deliver shared goals 6. Actively develops new professional relationships to influence external stakeholders, partners and funders 7. Is positive in presenting the organisation internally and externally 8. Clearly articulates key points of an argument in verbal and written communication 9. Keen to explore scope for wider use of technology and marketing and social media tools Managing & Organising 1. Enthusiastic self-starter with strong organisational and motivational skills 2. Able to work flexibly and manage competing priorities and time pressures 3. Provides staff with clear direction ensuring they understand expectations 4. Maintains high level of intuition and integrity, adopts encouraging management style 5. Makes sound decisions quickly when a situation requires intervention 6. Encourages others to make decisions within their own areas of expertise 7. Actively prioritises work in line with business/service objectives and anticipates change 8. Builds on ideas for creative problem-solving and proposes solutions 9. Implements quality measures paying attention to detail to analyse and improve processes and quality standards 10. Recognises achievements and provides constructive feedback and guidance 11. Identifies and responds to training and development needs for staff Page 7 of 8
Change and Development Provisional to be confirmed on appointment 1. Diplomacy and willingness to support or be part of the Leadership Team 2. Forward-thinking in delivering change, growth, development and income-generation including shifting culture in collaboration with the whole organisational staff team 3. Keen to work with the Funding and Development Lead and Chief Executive to achieve change in culture and capacity 4. Sees change as an opportunity to improve ways of working, participates fully, motivates and encourages buy in of others 5. Demonstrates openness to new ideas, changing priorities and deadlines and thinks clearly and creatively 6. Is committed to CSWS as a fundraising charity and as an excellent provider and partner organisation and generally 7. Is supportive and proactive in promoting integration of health, social care and community services to benefit carers and staff June 2018 Page 8 of 8