HELP AT HOME SERVICE MANAGER JOB DESCRIPTION Job Title: Help at Home Service Manager Responsible To: Head of Services Hours: 37 hours / week Salary: Help at Home (HaH) offers free practical and emotional support in the home, for any adult who has come out of hospital, or is experiencing an illness or crisis at home. We provide a person-centred service with the aim of helping our clients to return home from hospital in a safe and timely manner, prevent an admission, or readmission to hospital and make connections in their community. Our aim is to empower the confidence of our clients to live happy, independent lives. Our hospital discharge work is offered as part of our Voluntary Sector Alliance (VSA) partnership, an innovative arrangement which brings us together with Age UK Cambridgeshire and Peterborough and Caring Together Charity to provide effective support for clients from a single referral. Role Summary: This role is responsible for developing and running the Help at Home service, providing collaborative and solutions focused service management across the county, within the community and at the three acute hospitals within the area. The role effectively delivers services through strong leadership of a team of staff and volunteers, and creation of operational plans which support the strategic direction of the service and the charity. The postholder will confidently represent Help at Home, the VSA and Care Network. Be solutions-focused on meetings with system and voluntary sector partners, demonstrating our ethos of ‘People at the Heart of Everything’. Role Specific Principal Tasks 1. As service manager: o Enable staff to actively engage with personal development within their roles, through 1:1s and annual appraisals, identifying their goals and objectives to aid CNC with its ambition to continue to be an employer of choice. o Ensure the service staff and volunteers adhere to CNC policies and procedures. o Manage any HR issues that may arise as part of the Help at Home service. o Encourage the team to support each other in their roles and across the wider organisation in delivery of the one client journey, providing a responsive service that works in a person-centred way to empower clients to achieve their desired goals. o Engage with other managers at CNC to ensure effective collaboration, consistency of approach and to develop and deliver organisational plans. o Take responsibility for the services contracts and agreements ensuring we are compliant with our operational delivery. 2. Support CNC’s Volunteer Coordinator in the induction and training of volunteers, and other tasks in accordance with Investing in Volunteers standards. 1 3. Work with the Head of Services to develop annual operational and strategic development plans to give the team sight of short-, medium- and long-term service and organisational direction and goals. 4. With Head of Services and Data & Business Manager take part in recruiting and inducting new staff to the team, when necessary, in line with our strategic objectives. 5. Undertake service development work, which complements and strengthens existing provision as identified and agreed with the Head of Services. Identifying opportunities to partner with other organisations to maximise delivering the best outcomes for clients. 6. Be flexible, person-centred and always embrace changing approaches to delivery, to ensure that HaH is fully responsive to and accommodating of the needs, wishes and aspirations of the people who use it. 7. Using data from our CRM database, lead on performance management of the service, preparing reports for funders, other external partners and CNC’s Leadership Team and Trustees providing these in the agreed format in a timely manner. Ensuring that deviation from contractual targets, gaps in provision and any serious incidents are escalated to the Head of Services/LT immediately and risks are mitigated. 8. Represent HaH at relevant operational and strategic meetings with system partners within Health, Social Care and the wider voluntary sector. Be open to opportunities to collaborate and work with others to achieve the best outcomes for those we are all here to support. Discuss key outcomes of these meetings with Head of Services to help with service planning. 9. Actively promote the HaH Service and wider CNC services, with relevant partners and agencies, networking and raising awareness of all services, among potential clients, volunteers, referrers, and within the wider community. 10. Contribute case studies, reports and articles for Care Network’s meetings, newsletters, and website and social media. 11. Work closely with all CNC services to maintain useful local information, such as contact numbers of other services or agencies to whom clients may wish to be referred on to. 12. Actively work with fundraising team in either applications to trusts and foundations (reviewing drafts as required, supplying case studies) or supporting community fundraising 13. On rotation with colleagues provide out of hours telephone cover for volunteers 4-8pm weekdays and 10am-4pm weekends. 14. Ensure that all complaints and compliments received are recorded in line with organisational procedures. 15. Recognise the importance of safeguarding procedures within the service, and to ensure that any concerns, disclosures, or allegations of abuse are immediately and correctly reported. 16. Maintain high standards of personal accountability. 17. Be aware of and comply with the requirements of Data Protection Legislation and CNC’s Data Security and Protection Policy, ensuring confidentiality of information in respect of records maintained and tasks undertaken. Demonstrating commitment to CNC’s values and behaviours. 18. Consider the impact of your actions on other projects, delivering a ‘one team’ approach for the benefit of our clients. 19. Review and identify any training needs that the service may require, taking into consideration our data and trends to inform these decisions. 2 20. Carry out any other task requested by the line manager that may reasonably be regarded as within the nature of the duties and responsibilities/grade of the post as defined, subject to the proviso that normally any permanent changes will be incorporated into the job description or your contract of employment. Additional Requirements: • Ability to work from home, using all remote resources to operate in an effective manner. • Driving license and own vehicle to travel to various sites of work as required. • Flexibility in working hours to meet business and community needs. Person Specification: Help at Home Service Manager Qualifications Essential criteria - Educated to A Level or evidence of equivalent professional experience Demonstrable commitment to professional and personal development Desirable criteria - A higher educational qualification in management and leadership Experience Essential criteria - Two years' relevant experience of supervisory or line management experience, including performance management Two years’ relevant experience of contract or service management and development - Collaborating and working in partnership with other organisations across sectors in a person-centred approach - Writing and delivering operational plans to support (strategic) delivery of service and organisational goals Analysing and using data to manage and develop a service Writing and presenting reports to key stakeholders - Experience of leading a team through case reflection to support individual and team performance and development Desirable criteria - Experience of working with health and social care - Experience of working with people requiring emotional and or practical support - Experience of working with a variety of sectors including health, social care and the voluntary sector Working with and managing volunteers Knowledge Essential criteria - Knowledge of how the voluntary and statutory sectors work together to provide a holistic approach to promoting independence, confidence and connection. 3 - Dynamic risk management to ensure safety of staff, volunteers and clients - Knowledge of volunteering; legal requirements and how to provide an engaging and meaningful volunteering experience Understanding of the current landscape of health and social care, and the key issues affecting the systems within which we work Desirable criteria - Knowledge of issues influencing HaH and CNC in general, e.g. safeguarding, health & safety etc. - Knowledge of issues that threaten independence and happiness including loneliness, social isolation, financial issues, long term condition management. - The difference between regulated and non-regulated care, to guide what support HaH can provide. - Understanding of the NHS long term plan and the concepts of Integrated Care Systems. Skills - Able to lead and motivate a team, fully utlising the skills and experience each individual brings Can organise and prioritise own work and that of others to meet deadlines, contractual requirements, and organisational goals - Excellent communication skills in formal and informal settings, with the ability to adapt style to suit the audience Excellent networking and influencing skills - High emotional intelligence and ability to work effectively with others during stress and stretch Ability to work on own initiative, make decisions within the remit of own job role - Can read and understand professional journals, reports and regulations, with the ability to extract relevant information that will affect HaH or CNC in general - Writes clearly and persuasively for articles that are used in a range of public forums and formats - Presents information effectively (informative, interesting and persuasive) to audiences - Ability to problem solve and ability to plan a way forward in situations that can be affected by a range of variables - Proficient in all MS Teams, Outlook, Word, Excel, PowerPoint, use of a CRM database, e.g., Charity Log - Can influence, inspire and motivate people Ability to lead with resilience within a constantly changing landscape Aptitude & characteristics - Ability to use initiative and not afraid to ask for support and able to accept direction when given - Comfortable with accountability, and the opportunity to learn when desired outcomes are not achieved, A commitment to personal development - Commitment to staff wellbeing, whilst also fostering a culture of supportive resilience within the team at times of stretch - organised, dependable and a good time-keeper - Flexible and adaptable, curious about the opportunities and benefits change can bring 4 - Able to listen and not just hear, to be open to a variety of views, able to make decisions taking all of these factors into account. 5