Service Manager

The Service Manager will oversee the day to day provision of flexible, responsive specialist support to service users with physical and/or psychological needs, for example, neurological conditions, brain injury, learning disabilities, autism and mental health needs across our ISL and community services. Managing the ISL/Case Manager team, the Service Manager will ensure that a high quality of service is delivered as well as achieving staff and service user satisfaction. This role will involve ensuring that all CQC requirements are adhered to and that the service works to a set budget. There will be an expectation to occasionally support with our other services including contingency support for our North West service.

Suitable candidates for the role will have experience of working collaboratively with other professionals, have a positive approach and be solutions focused. They must possess excellent communication skills, be highly motivated and have the ability to develop team spirit within a team.

Lead and manage a team

• Be an effective role model for the whole team by actively working within the core values of the company


• Manage and supervise the ISL/Case Manager team.


• To carry out team meetings, encouraging a positive flow of company information relevant to staff specifically with regards to team performance.


• Support individual members of the core team on a 1:1 embracing change and encouraging career development.


• To work in partnership with other Managers, leading positively and respecting the working styles of others.


• To have a presence with regards to challenging cases in order to support the ISL/Case Manager.


• Be able to work in a positive, solutions focused way with your team.


Manage Safety and Quality.

• To ensure that the service is compliant with company policy and CQC guidance.


• Have responsibility for safeguarding, safety and well-being of service users and staff, inclusive of health and safety, training and competencies.


• Monitor staff and service user satisfaction, taking actions to improve or maintain satisfaction levels.


• To work with the Quality Assurance Lead to meet the needs of the service and have adequate resource for service provision, forecasting recruitment and training.


• Attend quarterly health & safety meetings.


• To carry out internal audits twice per year with the Quality Assurance Lead, reporting findings back to the Registered Operations Manager and Directors.


• To ensure that all staff members are inducted and trained into their roles and that this is recorded and monitored by the Quality Assurance Lead.


• Work closely with the Registered Nurses and Quality Assurance Lead to ensure that all complex, clinical training is completed.


• Deal initially with all complaints received and make recommendations to ensure improvement to the quality of the service and ultimately reduce complaints.


• Work as part of an on call team providing telephone support in the evening or weekend as part of a rota.


• Ensure that key performance indicators are adhered to within the company including the following: Supervisions & Appraisals, Reviews, Initial assessments, Team Meetings, Operational Reports, Case Reviews, Team Meetings, Strategy Meetings & associated action points, Accident and Incident forms, Safeguarding Reporting, CQC Notifications, Quality Questionnaires, Complaints and Investigations.


Promote and develop the service

• Develop effective professional relationships with commissioners and other professionals as needed.


• To take referrals, receive background information, and allocate an ISL/Case Manager and/or Registered General Nurse to oversee the initial assessment process, implementation of setting up packages of care including staffing and recruitment.


• Report on the financial performance of the services to agreed timescales.


• Contribute to the business plan for the region involving all members of the team.


• To relay significant information to the Registered Operations Manager and Directors regarding service provision including quality, recruitment and resource need in advance.


• To work with other managers to prepare for and the attendance of quarterly strategy meetings for the Service.


• Work closely with the Registered Operations Manager to identify any opportunities for business and service development.
  
  Suitable candidates for the role will ideally have experience of working within an ISL service or/and within community settings with young people and adults.


• They will have experience of working collaboratively with other professionals, have a positive approach and be solutions focused.


• They must possess excellent communication skills, be highly motivated and have the ability to develop team spirit within a team.


• Candidates who hold a PBS or related qualification would be desired but this isn't essential as additional training can be provided.


• Must be able to drive as the role will involve regular travel across the North East region.
  
  Annual FTE Salary; £30,000.00


Contract type; Permanent

Hours; Starting at 30 hours per week. We understand the importance of work-life balance. This role offers the flexibility and hybrid working, with the option to split your time between home and the office. We're committed to finding an arrangement that works for you and the business, and the specific details of your working hours can be discussed and tailored during the interview process. This role has the potential to lead to full time hours from 2025.,
• A contract that works for you; permanent 40 hours per week


• Paid Annual Leave; 5.6 weeks annual leave


• Training, Mentoring and Shadowing programmes; inhouse with our own RGN, Occupational Therapist and trained Psychologists


• Double Pay for bank holiday working


• Paid Enhanced DBS check


• Colleague Referral Scheme - £200 incentive bonus (T&C's apply)


• FlexEarn; which is a simple and safe way of accessing the wages you've already earned


• Blue Light discount card; giving you BIG discounts at major retailers


• Employee of the month scheme; winners receive a monetary voucher


Who are Keyfort Group? Keyfort Group deliver packages of care and support to individuals with a range of conditions and disabilities. Our support is person-centred, we only work with people if we think we can provide great care not based on their disability. We have experience of working with people with a brain injury, neurological condition, learning disabilities, spinal injuries, physical and mental health needs.

KEYFORT Group Ltd are committed to Safeguarding and protecting Adults and Children.