JOB DESCRIPTION Quality and Assurance Manager Region/Department: Quality and Assurance Reports To (Title): Head of Quality & Assurance (Scotland) Signature of Job Holder: Date: Signature of Manager/Supervisor/Head: Approved/Date: Cost Centre and Job Number: 110 - Quality & Assurance Scotland 1. JOB PURPOSE (Explain in two or three sentences the main purpose of the job and why the job exists and how it contributes to the departmental end results) The post holder has responsibility for supporting the measurable improvement of the Region s operational performance to optimise the delivery in all aspects of the Group s learning, community support, employability and supported employment services. The post holder will work on quality improvement projects that support a quality framework across all business and service activity in Scotland, aligned with the Quality & Governance Directorate for the Rehab Group. The post holder will ensure quality assurance and compliance with all statutory, contractual and funding requirements and the integration of contract compliance with Quality Assurance measures in partnership with Operations Management. They will work individually and within teams on various Quality Improvement projects in order to ensure compliance with all statutory and legal requirements. The post holder will shape the effective future development and integration of quality assurance within Rehab Group, Scotland in order to develop a system of shared learning across the organisation, in line with the goals of the Rehab Group Strategic plan. The post holder will play a pivotal role in both developing and embedding an integrated holistic and customer focused delivery model approach across the operational function to maximise customer choice and support and learning opportunities. Working collaboratively within the Quality & Assurance team and The Quality & Governance Directorate, the Quality Manager will drive excellence through innovative and measurable performance enhancing solutions across the Group s operations and Quality functions. 1
2. MINIMUM QUALIFICATIONS/EDUCATION/EXPERIENCE/TRAINING/KNOWLEDGE Formal Education Include any specialised education and qualifications needed to do the job. Work Experience Clarify the minimum years of total work experience and other relevant work experience required to do the job Skills and Knowledge Include any specialised skills or knowledge needed for the job. 3 years experience in quality and assurance development, implementation and assessment. An experienced Manager with strong operational and general management competency. Require a conceptual understanding of their specialism typically gained through gained through advanced training or a full professional qualification combined with significant practical experience. - Experience the quality and assurance process and assessment - Experience of developing operational approaches to ensure organisational policies/objectives are delivered and improvements in practice and service delivery are measurably improved. A commitment to living the organisational values of Team work, Dignity, Justice, Advocacy and Quality. A results-focused Manager with a track record of performance to achieve business targets and embed Quality Improvement into service delivery. Positive relationship management skills with the ability to build and maintain key relationships across the organisation and with external partners demonstrating Quality Assurance and Improvement. The skillset to identify areas where greater operational efficiencies are possible and to translate these in meaningful deliverable actions. Competence to support and implement business and Quality improvement activities across multiple locations and disparate teams. Robust ability to anticipate and address delivery challenges, as well as an aptitude for dealing with emerging issues in a timely and measured manner. A team player with the ability to operate as a member of the Quality & Assurance Team, and to identify optimal opportunities for collaboration and improvement within the Operations division and across the wider Group. Participate in the wider agenda of Quality Improvement with focus on policy and procedure within the wider remit of the Quality and Governance Directorate Involve the planning and organising of a complex workload and significant coordination of related activities. A senior specialist within a complex service area. Identify and assess service issues and decide the best course of action where there may not be a clear solution. There will be a framework for delivery but some initiative and judgement will be needed to resolve problems as they arise. Require the skills necessary to persuade, be assertive and show empathy and sensitivity to the situation of others. 2
3. JOB DUTIES AND RESPONSIBILITIES Job Area (What is done, and to what, and why) 1. 2. 3. 4. 5. 6. Manage and maintain Momentum Scotland internal Quality and Assurance systems, processes and visits. To include: - the examination and verification of operational activities to determine effectiveness in line with funders requirements and expectations which includes DWP s/sg PRaP System (Provider Referrals and Payments) and Momentum Skills Management Information system ( PICs ); - identifying areas of risk, best practice and the issuing of improvement Action Plans; - the independent validation of all payable Self/Employer Verification Templates aligned to funder s specifications; - the maintenance of all supporting documentation and management information systems to support this process (PICs ). In order to ensure that quality is at the forefront of service provision and that the services delivered across the division adhere to internal and external quality/registration/certification standards and the co-ordination of appropriate responses to repair deficiencies identified. Actively promote a culture of innovation and continuous improvement throughout the Region where shared learning opportunities are optimised and national/international best practice is embedded at the earliest opportunity. This will be done through close working with colleagues from the Strategic Planning & Development and Quality &Governance Directorate directorates. To work with all stakeholders and partners, colleagues and customers in a way that reflects organisational values of equality and inclusion and high standards of professional conduct. Review, establish and implement measurable performance enhancing strategies that evidence a customer focused and holistic, high quality, progressive and added value driven approach to provision in order to enhance the life choice opportunities, independence and personal progression of those people we support. Instruct and mentor operational teams and members of the Quality & Governance Directorate on various quality and improvement projects to include the development of written guidance and standard operating procedures in order to ensure internal ownership, quality improvement and a system of shared learning across the organisation in line with the goals of the Rehab Group strategic plan. Construct and compile key performance indicators relating to the strategic and operational responsibilities of the Quality and Governance directorate to include: - The accurate and effective recording of all findings and potential risks to Momentum Scotland contracts, ensuring a robust escalation process to Momentum Scotland Head of Quality and Assurance or appropriate member of Momentum Scotland Senior Management team. - Managing and maintaining all relevant supporting documentation and evidence from each timetabled Q&A visit and producing a final Compliance report including recommendations for improvement and the sharing and promotion of best practice. In order to ensure consistent and accurate reporting of safeguarding issues, complaints and compliments and evolving metrics. Organise and chair (where required) forums, focus and Quality and Assurance groups designed to support Momentum Scotland; internal staff and Supply Chain partners to include the dissemination and supporting of best practice, and facilitate good communication across the organisation in order to deliver staff awareness and education of the quality agenda in line with the priorities of the Quality and Governance Directorate promoting continuous improvement and staff ability to deliver quality services. 3
4. COMMUNICATION AND WORKING RELATIONSHIPS (Explain the relationships involved with what type of people and what level of communication skills and explain reasons for communications both within and outside the organization with which this job has to interact) Typical Level of Interaction Select one only Standard: Typical interaction is to request and provide information. Courtesy, tact and effectiveness are required. Advanced: Influence using logic and facts. Communication is important but not critical to the achievement of job objectives. Expert: Win the hearts and minds, changing opinion of people. Critical in achieving the job objectives. Primary Audience (Internal) Identify key parties Level of Audience (Internal) Typical level of audience Primary Audience (External) Identify key parties Level of Audience (External) Typical level of audience Senior Management Team Quality & Assurance Team Operational Managers All staff within the region Members of the Quality & Governance division Members of the Strategic Planning & Development division Clerical/Operational Supervisory/Junior Professional Middle Management/Seasoned Professional Senior/Top Management People who use our services along with families/carers External and Internal Stakeholders inclusive of commissioners and regulators Clerical / Operational Supervisory / Junior Professional Middle Management / Seasoned Professional Senior / Top Management 5. KEY DIMENSIONS AND RELATED JOB RESULTS (Specify annual dimensions for any financial or budget responsibilities, and the nature and value of any transactions on which the job has an impact or contribution, and the number of employees reporting directly and indirectly to this job, and any other critical relevant dimensions). No Budget responsibility No direct management of employees Operational & Quality KPIs as agreed as part of the annual budgetary process. 6. OPERATING ENVIRONMENT (Comment on any specific factors that affect the job and how the job is performed, such as special conditions, travel, work pressure, etc.) This role requires the job holder to: Be action oriented; enjoying working hard and seeking challenges with an ability to act and react as required, even in circumstances of limited/incomplete information. Be flexible regarding working hours and travel in order to meet the operational needs of the organisation. (Select the critical competencies and behaviours that should be demonstrated to achieve fully satisfactory performance) 4
Rehab Competency Framework Building Relationships & Communication (Interpersonal and Communication Skills) Judgement & Decision Making (Analysis & Decision Making) Management & Delivery of Results You build and maintain contact with colleagues and other stakeholders to assist in performing role. You act as an effective link between staff and senior management. You encourage open and constructive discussions around work issues. You project conviction, gaining buy-in by outlining relevant information and selling the benefits. You treat others with diplomacy, tact, courtesy and respect, even in challenging circumstances. You present information clearly, concisely and confidently when speaking and in writing. You gather and analyse information from relevant sources, whether financial, numerical or otherwise weighing up a range of critical factors. You take account of any broader issues and related implications when making decisions. You use previous knowledge and experience in order to guide decisions. You make sound decisions with a well reasoned rationale and stands by these. You put forward solutions to address problems. You take responsibility and are accountable for the delivery of agreed objectives. You successfully manage a range of different projects and work activities at the same time. You structure and organises your own and others work effectively. You are logical and pragmatic in approach, delivering the best possible results with the resources available. You work effectively, providing clear information and evidence as to what is required. You proactively identify areas for improvement and develop practical suggestions for their implementation. You demonstrate enthusiasm for new developments/changing work practices and strive to implement these changes effectively. You apply appropriate systems/ processes to enable quality checking of all activities and outputs. You practice and promote a strong focus on delivering high quality customer service, for internal and external customers. 5