ISL Service Manager
Managing the 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.
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.
Main Duties 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 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 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 Manager 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 Manager, reporting findings back to the CQC Registered Manager and Deputy Director. To ensure that all staff members are inducted and trained into their roles and that this is recorded and monitored by the Quality Assurance Manager.
Work closely with the Registered Nurses and Quality Assurance Manager 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 a Case Manager / 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 Deputy Director regarding service provision including quality, recruitment and resource need in advance.
To work with other manager to prepare for and the attendance of quarterly strategy meetings for the Service. Work closely with the Business Development Manager to identify any opportunities for business and service development. Responsibilities To adhere at all times to the Companys confidentiality requirements in relation to Service Users and staff as detailed within the confidentiality policy.
To have overall responsibility for data protection and record keeping for the service. Be responsible for your own transport arrangements for accessing your designated place of work, inclusive of necessary insurance, MOT and tax. Have an open-minded approach to and be flexible, adaptive and considerate of their needs at all times Act in a professional manner and maintain a professional image at all times, being respectful of service users, families and any associated professionals.
Work in an anti-discriminatory manner mindful of the lifestyle, values, customs and spiritual beliefs of service users and their families. Undertake any other duties and training as directed, in order to meet the requirements of the role.