Stoll - Support Services Manager, Fulham

Responsible to Director of Services Responsible for : Team Leader, Community Support Officers, Independent Living Services. Hours of Work 35 Hours per week: 9am - 5pm. With occasional evening and weekend working when required. This role is expected to be on site for the most of the working week, with the option of one day a week working from home . Role purpose

• To manage and lead a team to provide a support service to beneficiaries, during a period of significant change as residents are decanted to other sites.
• To promote and encourage independence, keeping veterans at the heart of any services offered..
• To lead the team in delivering and developing support plans, risk assessments and move on plans.
• To be proactive in tenant engagement, including when beneficiaries may be hard to engage.
• To maintain effective working relationships with external organisations such as Opcourage ( Veterans Mental Health and Well Being Services) the Department for Work and Pensions (DWP), the local authority, and other voluntary and statutory organisations.
• To ensure that service delivery at all sites achieves the relevant service standards, complies with best practice, the law, safeguarding and other funders requirements., To manage and lead a team to provide a support service to beneficiaries, during a period of significant change as residents are decanted to other sites.
• Lead the team to ensure that support plans and risk assessments promote independence, and that key performance indicators are met.
• Participate in Project Plans as required.
• Develop delivery plans in partnership with the Director for Tenant Engagement and Support
• Report concerns relating to safeguarding using organisational procedures.
Tenancy management
• Ensure the team works in partnership with the Housing team to resolve tenancy management issues including challenging anti-social behaviour, establishing acceptable behaviour agreements and responding to rent arrears
• To ensure that the team advise and assist in applications for Aids and Adaptations.
• Lead the team to provide beneficiaries with pre-tenancy support and appropriate support with moving in and moving on.
Tenant Participation and Engagement
• Lead the team to develop initiatives with beneficiaries to facilitate participation and engagement .
• Encourage beneficiary participation in recruitment, Tenant Meetings, and other relevant meetings.
• Act as advocate for beneficiaries who are unable to do this for themselves and support them to obtain appropriate statutory or charitable support, liaising with relevant statutory and voluntary agencies on behalf of tenants.
Management Responsibilities
• Manage and develop the Support Services Team; directly managing staff, undertaking regular one-to-ones and performance reviews in accordance with Stoll's policies and procedures.
• Motivate staff to deliver their roles above and beyond expectations.
• Ensure that staff, volunteers and students are recruited, inducted, trained and developed to enable them to deliver quality services.
• Take action to manage issues of conduct or capability, including formal disciplinary investigations/action, and to resolve issues of grievance in accordance with polices and procedures.
• Ensure that staff workloads and planned absence are managed efficiently and effectively and that adequate cover, including management cover, is provided to meet service demands and that staff work within established guidelines.
• Ensure required statistics and key performance indicators are collated for all sites as and when required and delivered on time.
• Ensure the proper and efficient running of the community emergency alarm systems, including monitoring and evaluating the service and usage with staff.
• Monitor and evaluate service delivery ensuring that services are relevant to needs and demonstrate quality outcomes.
• To participate in an out of hours on call rota.
• Provide cover to other Managers' absence , as required.
Working in a team and with others
• Contribute positively to working in a team and across Stoll to deliver quality services.
• Maximise own personal development by positively contributing to induction, supervision, training, appraisals and team meetings.
• Liaise and work with other agencies including housing, health, social care professionals and other ex-Service organisations as required.
• Act in a professional manner while on duty and when representing Stoll.
• Supervise any volunteers or trainees taken on by Stoll under any approved programmes.
Financial control
• Work within established budgets and maintain accurate financial records.
• Ensure that staff adhere to Stoll's financial policies and procedures, taking appropriate action in response to internal and external audits, recommendations and requirements.
Record keeping and data management
• Maintain accurate and up to date financial and other relevant service records, ensuring that support plans, needs and risk assessments are understandable and reviewed regularly.
• Maintain confidentiality of records and information in accordance with Stoll's Confidentiality Policy.
• Complete quarterly Key Performance Indicators and provide additional KPIs relating to service delivery as and when required.
• Complete information required for funders.
Quality and regulatory compliance
• Understand the legal framework in which Stoll provides housing and support.
• Keep up to date with best practice in respect of support to vulnerable adults and Safeguarding Adults
• Keep up to date with data management protocols and best practice.
• Continuously look to improve the quality of services responding positively to feedback and complaints
Health and Safety
• Work in accordance with Stoll's policy and legislative requirements for health and safety.
Equality and diversity
• Manage and maintain services in accordance with the principles and practice of equality and diversity, taking account of individual needs and requirements.
Other
• Carry out any other duties as required by the Director of Services, Director of Housing and Chief Executive of Stoll.
• Take part in strategic planning for the organisation