Service Manager

Job Purpose

The Service Manager is responsible for the day-to-day operational management of supported living services. Lead and manage the Supported Living service, ensuring adherence to all relevant regulatory and legislative requirements. Provide effective leadership to the staff team, promoting Harley House's values, policies, and procedures. To ensure that the workforce possesses the skills, competencies, and knowledge necessary to enable the people we support to lead as independent and fulfilling a life as possible.

To report to the Registered Manager on matters of regulatory compliance and support with mock inspections as appropriate. This job description lists the main areas in which you will be expected to provide support. We may need to add more specific tasks to this description based on the individual's needs and preferences, thereby supporting their right to control their own lives.

• Ensure that effective support plans are in place for all individuals we support, tailored to their specific needs, risks, and wishes, and developed in collaboration with them through co-production. These plans should be updated at least monthly or as needs change.
• Promote independence, positive risk-taking, and embracing Equality and Inclusion to enable the people we support to live their best possible lives, ensuring consistent compliance with The Mental Capacity Act and Deprivation of Liberty Safeguards (in situations where this applies).
• Ensure that rotas reflect individual hours and recognize the skill mix of the workforce, ensuring safe and adequate staffing levels to support people in living the life they want.
• Ensure that there is evidence of effective handovers, planning of the day-to-day activities, and ensuring staff are following support plans and relevant policies and procedures.
• Oversee and monitor accidents or incidents, ensuring these are documented to the Registered Manager and relevant safeguarding or CQC notifications have been raised or escalated to the Quality and Governance Lead.
• Monitor and oversee the interactions, performance, and conduct of staff on duty, and respond to instances of poor or inappropriate practice.
• Ensure that safeguarding concerns are reported to the Local Authority and liaise with the Registered Manager / Quality and Governance Lead immediately in response to serious incidents.
• Provide effective supervision to support staff.
• Ensure all staff are up to date with their mandatory training and address non-compliance with individual staff.
• Provide on-call phone advice, guidance, and support to the workforce.
• Ensure that medication is administered in a timely fashion and that any medication errors or discrepancies are reported.
• Develop an open, transparent culture that strives for continuous improvement, the well-being of the staff team, and a culture that learns lessons, and where the workforce feels valued.
• Lead on safer recruitment with the Registered Manager / HR Dept.
• Develop strong relationships with service users and their families, ensuring regular monitoring of care and support delivery.
• Ensure concerns and complaints are acted upon promptly.
• Ensure new care and support packages are communicated clearly to the staff team, ensuring everything is in place to deliver safe, effective care based on the needs and wishes of the service user.
• Ensure all the people we support have a robust support plan which accurately reflects the needs and risks, and ensure this is updated regularly and in co-production with the people we support.
• Ensure regular audits and spot checks are undertaken to monitor care delivery, staff competency, and service user satisfaction.
• Be a positive role model and lead the team, ensuring annual leave, payroll, recruitment, invoices, and rotas are managed effectively.
• Ensure all information is kept up to date in accordance with GDPR legislation.
• Undertake regular supervisions and commit to the development of all staff.
• Lead on initiatives to market the service and attract new referrals and inquiries. Support and lead on new referrals, transitions, and assessment processes.
• Develop key relationships with local authority,…