Deputy Service Delivery Manager
Operational Management Operations Deputise as required for Service Delivery Managers of Complex Care and/or Secure Transport services as required by the company. Address any operational issues promptly and take necessary actions to resolve them.
Be part of the on- call rota to be on call as required by the Company Stand in for Clinical Support Managers/Customer Support Coordinators where required Service Contracts Ensure the completion of service contracts compliance with terms and conditions.
Verify that services provided align with the defined scope, duration, and pricing.
Confirm authorisation of services as per contractual agreements to ensure correct billing Quality Monitoring Conduct investigations into operational and clinical issues, incidents, or complaints, gathering relevant data, analysing findings, and preparing comprehensive reports with recommendations for improvement or corrective action.
Compile and analyse operational data, key performance indicators (KPIs), and other relevant metrics to generate insightful reports for presentation to the senior leadership team, enabling informed decision-making and strategic planning.Utilise monitoring tools to assess the quality and efficiency of service provision.
Provide constructive feedback to team members to enhance performance and patient care.
Offer coaching sessions to develop skills and address areas needing improvement.
Management Supervise and support a team of substantive and zero-hour frontline workers, providing direction, guidance, training, and feedback to ensure optimal performance and adherence to company policies and procedures.
Ensure adherence to Complex Care and Secure Transport policies, procedures, and protocols.
Conduct service visits to all new and ongoing services to ensure good practice and quality of care delivery.
Ensure team compliance with clinical guidelines and best practices and conduct audits and remedial actions required.
Address any deviations from established standards and provide guidance for correction.
Ensure shifts are schedule and allocate tasks efficiently to ensure optimal coverage of new and ongoing services.
Monitor attendance and address any issues or gaps promptly.
Generate and analyse performance reports to identify trends and areas for improvement.
Leadership Support and Guidance Offer assistance to team members dealing with complex or challenging services.
Handle escalated issues/concerns and complaints with professionalism and empathy.
Serve as a resource for the team, providing guidance and solutions as needed.
Stakeholders Management: Maintain open communication with other leaders and managers to ensure alignment of goals and strategies.
Collaborate with stakeholders to streamline service delivery and resolve issues efficiently.Foster a culture of collaboration and teamwork across departments.
Improvement and Innovation: Proactively seek out areas for improvement in Complex Care and Secure Transport processes and systems.
Implement innovative solutions to enhance efficiency and effectiveness.Encourage team members to contribute ideas and participate in improvement initiatives.
Training and Development Organise regular team meetings to disseminate information, updates, and feedback.
Provide training sessions to enhance skills and knowledge relevant to the job.
Cultivate a positive and collaborative team culture that promotes learning and growth.
Mental Health Act, Mental Capacity Act and Legal Status Management including DoLS Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS
- new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Complex Care Secure and Transport Provide guidance and information to support to patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints.
Maintain accurate and confidential records of the legal status and treatment of patients Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS
- new legislation pending) and the Code of Practice.
Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training