Operation Support Manager

This role is a pivotal role in the leadership team of the group. This role will involve the strong leadership of allocated homes, often managing short term assignments which may include Quality Improvement, New service commissioning, closure or specific KPI improvements as deemed appropriate by the Divisional Director. The role will often involve crisis management.
The role will include National Travel, overnight stays and time away from home. This is a high-profile role within the organisation and will involve multi stakeholder engagement.
At all times operating and adhering to our values and behaviours.
This role will cover all of our SEMH services only., Hours: 40 hours per week, Take accountability for short term projects within the business, which will vary in nature. They may include service improvement, commissioning new services, interim home management or specific projects around KPI improvement.
- Ensure that where possible, projects are managed in line with budget expectations, or where not- that there is a robust understanding and approval from the Divisional Director for the reasons why not
- In exceptional circumstances, become the Registered Person for that location to prevent regulatory action or to offer assurances around service improvement to funders or commissioners.

Care/Quality and Service Improvement

- Ensure the project you are working on or in is managed in line with the expectations of the regulatory function that regulates it, for example in line with the Health and Social Care Act, Ofsted and CIW.This will be done with the support of the Regional Director and divisional support teams.
- Ensure that any documentation held for the people we support is person centred, updated and reflects their needs.It must also be stored safely and securely.
- Provide ongoing support while mentoring peers and junior colleagues as required and as part of key projects.
- Ensure that there is a robust plan in place for support for any location that you are managing, utilising existing teams and divisional support teams as required.
- To complete service quality visits as directed by the Regional Director and Divisional Director utilising Nourish as required.
- To ensure that any project/service has a robust action plan in place, which will be owned by the Regional Director, but delivered by the manager of the location.
- Ensure compliance with internal compliance reporting, including upwards and downs reporting if improvements made etc.
- To operate in an open honest and transparent nature, with a can-do approach and striving for best quality
- Identify, action and implement control measures for risk, ensuing that any serious risks are escalated to the senior leadership team.
- Ensure that company initiatives are implemented as required.
- Effectively manage stakeholder relationships and family relationships as required.
- Investigate any complaints, conduct issues in partnership with the HR function and provide robust feedback/actions as required.
- Ensure that Medication is managed in line with National Guidance and in line with our Policy and Procedure
- Work with the Responsible Individualand Registered Manager to ensure all areas of the homes meet children's regulations.

Finance/Occupancy/New Business

- Lead on referral activity for the location, ensuing robust assessments take place, utilising Salesforce as a platform to inform the wider group.This may also include leading on new locations or repurpose of existing locations.
- Support and enable the team to manage meet and exceed budget, throughout robust management of costs, Direct, Non-Direct and Labour costs- utilising the support of the Finance Manager
- Identify opportunities for business development and link with Business Development colleagues, ensuring new location provisions and also a referral pipeline.

People

- Ensure that colleagues are supported, recruited and managed in line with our Policy and Procedures, and are managed in line with budget expectations. This will include ensuring sufficient staffing is made available and Rota's planned 4 weeks in advance.
- Consideration to be given to multi-site management, and managing different managers as directed by the Regional Director/Divisional Director.
- Manage colleague performance in line with expectations, linking with our HR support functions as required, and that staff have the required training and have the skills to meet the expectation of the role through linking with the Learning and Development team.

This is an outline of the post holder's key duties and responsibilities. It is not intended as an exhaustive list and may change according to service needs, following discussion with the post holder and Divisional Director
Our Values
-We are Supportive by promoting opportunities for everyone so they can reach their full potential
-We are very Ambitious to provide the best possible outcomes for the people who use our services
-We are Loyal because we put the people that we support and our staff at the centre of everything we do, and we deliver on our promises. We also are committed to ensuring that our services are meeting the needs of all stakeholders
-We are Unique because we are ambitious and innovative about the diversity of the services that we provide without compromising quality
-We are Transparent by being open, honest and fostering a culture of mutual respect. We promote a culture where we learn by our experiences, and we are committed to doing things better and setting the highest standards in what we do
-We are Engaging because we work in partnership with the people that we support, our staff and all our stakeholders
-We encourage everyone to experience a Meaningful life by being aspirational and by offering opportunities