ROLE TITLE Independent Living Service Manager
DIVISION Community Services
RESPONSIBLE TO Community Services
Manager RESPONSIBLE FOR
Staff team delivering services to older people in Cheltenham (currently , Housing Support Team Leader, Housing Support Officers Community Activity Coordinator, Housing Support Assistant) ROLE PURPOSE
Overall, the purpose of this role is to deliver, in a cost effective manner, high quality, needs based flexible services to older people across Cheltenham to enable them to maintain independence and enjoy a high quality of life.
The post holder will be responsible for providing exceptional leadership, direction and overall support to the Organisation’s Independent Living Service; The post holder will also support the Community Services Manager in developing effective partnerships and stakeholder relationships at a senior level in order to secure funding to support existing services and seek additional future funding to support the development of new business initiatives..
ACCOUNTABILITIES Statement of the main areas of responsibility Leadership and management
Business Plan objective, Shaping Stronger Communities.
• To be the organisation’s expert on all aspects of the Independent Living service , ensuring that a high quality, efficient and effective service is delivered to customers and internal colleagues through prompt and accurate advice and guidance.
• To provide exceptional leadership and support to staff; ensuring clear direction, excellent communication and a commitment to developing individual potential. Taking full
responsibility for all aspects of line management including regular 1-2-1s, annual personal development review, performance management and target setting, capability, disciplinary and recruitment issues.
• Develop a team framework that effectively and appropriately delegate’s responsibility and accountability to staff while ensuring company processes are followed.
Service development and delivery
• Support the Community Services Manager in developing and implement innovative strategies which respond to the challenging operating environment, and to position the service to ensure that it is well placed to take advantage of new opportunities that arise. • Ensure that services are aligned with local, county and national policy directives and
reflect health and adult social care strategic priorities.
• To ensure that services continue to develop and that the company enhances its reputation for offering strategically relevant, VFM delivery models.
• Ensure the delivery of agreed service standards that support the delivery of high quality and consistent services.
• Establish and maintain effective procedures and management information and service costing systems.
• Implement and maintain a culture of service excellence, which encourages involvement and embraces continuous improvement and quality management. This should be supported by actively seeking the views of partners, tenants, residents and future customers.
• To assist the Community Services Manager with the development of the organisations alarm service, which will include other innovative forms of technology such as “Telecare”; ensuring the needs of the customer are met at all times and that the service continues to grow.
• To be responsible for ensuring that all relevant costs of service delivery contracts are properly managed and that they are inspected and monitored on a regular basis to
• The post holder’s duties must at all times be carried out in compliance with the
Company’s Equal Opportunities Policy and other policies designed to protect employees or service users from harassment.
• Take reasonable care of the health and safety of self, other persons and resources whilst at work. Co-operate with management of the service as far as is necessary to enable the responsibilities placed upon the service under the Health and Safety at Work Act to be performed.
• To undertake such other duties and responsibilities of an equivalent nature, as may be determined by the post holder’s supervisor from time to time, in consultation with the post holder.
• Positively represent and promote CBH when liaising with external partners.
KNOWLEDGE/SKILLS/EXPERIENCE/PHYSICAL REQUIREMENTS The tools needed to do the role
Essential
• Experience of establishing and delivering independent living services to meet the diverse needs of older people in all housing tenure.
• Track record of delivering complex projects on time and budget using an established methodology
• Experience of working with commissioners to successful secure and sustain funding
• A track record of effectively using management and cost information to deliver value for money, quality and service excellence
• A comprehensive understanding of current best practice in relation to service provision for older people
• Ability to apply the principles of equal opportunities, and an understanding of best practice in working with disadvantaged communities
• Ability to lead, manage, coach and motivate individuals and teams • An understanding of Health & Safety and Human Resources
legislation
Desirable
• An understanding of the role of housing management in the development of sustainable communities
• An understanding of the operational environment in which ALMOs operate
• An understanding of marketing techniques in relation to social housing and customer involvement
PERFORMANCE MEASURES
For those with no performance measures defined, list the critical success criteria used to determine whether desired results have been achieved
Measure 1 • Meet agreed performance targets and report on progress as appropriate
Measure 2 • Implement strategy and plans for the delivery of services to older people
Measure 3 • Ensure individual personal development interviews are completed and the delivery of the annual training plan (in relation to staff/teams managed)
Measure 4 • Company policy and procedures are followed by self and team members in relation to service delivery, management of budgets, recruitment and selection, staff support, communication etc. Measure 5 • Ensure that customers are actively involved in the development of
services and plans, and in the monitoring of performance and delivery.
GENERIC COMPETENCIES
Personal attributes/behaviours the role holder must possess to be successful in the role Level Commitment Sets self challenging targets in excess of company
expectations and overcomes setbacks/obstacles that arise.
5
Communication Communicates complex information in a variety of formats 4 Customer Focussed,
contribution to service delivery
Actively pursues customer requirements 4
Improvement Identifies new and novel ideas and solutions to make practical improvement in current performance.
5
Personal persuasion & Influence
Uses a range of influencing techniques and strategies 4 Planning & Organising
own work
Sets challenging goals measured against others and reviews and evaluates to ensure success
4 Self Learning &
Improving
Implementing corporate objectives using learning and development tools
4 Sharing Information Networking seen as an essential part of effective
working
4 Team Working,
co-operating, collaborating
Actively encourages team work and uses a range of influencing techniques.
4
MANAGEMENT COMPETENCIES
Personal attributes/behaviours the role holder must possess to be successful in the role Level Judgement, Decision
Making, Problem Solving & Decisiveness
Makes complex analysis 4
Leadership, Developing Others
Promotes team effectiveness 4
Managing Projects Holds people accountable 4
Managing, Implementing, Adapting &
Supporting Change
Manages specific change projects 4
Strategic Thinking, Financial & Commercial Awareness
Manages specific change projects 4
February 2015
