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Service Manager


Job Description

Job Title: Service Manager (SM) - Temp to Perm
Department: Supported Living Function
Reports To: Regional Service Manager
Location: Dual location split between registered office and assigned services
Hours of Work: 37.5 hours per week (FTE)
Location: Stroud / Stonehouse
Contract Type: Permanent

This is an initial 2 month temporary role which could lead to a permanent position with our client.

Key Accountabilities:

  • Responsible for the overall delivery of high-quality, person-centered care and support for individuals with learning disabilities living in supported living settings
  • Accountable for ensuring compliance with all regulatory and legislative requirements, including the Care Quality Commission (CQC) Once Registered with CQC there will be a £2000 bonus payment.
  • Leads the team of support workers, ensuring that they are well-trained and equipped to provide excellent care and support
  • Manages the rota, payroll processes, supervision, annual leave, sickness absence management, capability, and all other formal people matters as and when they arise
  • Oversees the effective management of all resources, including the environment and building management
  • Acts as a role model for the service, upholding Hft's values and demonstrating best practice in care and support provision
Essential Qualifications and Experience:
  • Level 5 Diploma in in Leadership and Management for Adult Care or equivalent
  • Level 3 Diploma in Adult Care or equivalent
  • Significant experience of frontline management in the field of learning disabilities
  • Proficient MS Office skills and experience with rota management systems
  • Knowledge of CQC regulations, Safeguarding regulations, Health and Safety issues, and Positive Behavioural Support Management and Techniques
  • Ability to lead and manage people to achieve a positive culture and be a role model in all aspects of people leadership especially performance
  • Ability to communicate effectively with a supported person and their family/circle of support and other professionals
  • Ability to challenge poor practice and behaviour
  • Ability to undertake assessment, support planning, recording, and report writing
  • Ability to manage time and resources effectively and efficiently
  • Ability to respond professionally, quickly, and flexibly in a crisis
  • Ability to lead and manage change
  • Ability to make sound decisions
  • Ability to work with and collaborate with colleagues and effectively manage any conflict in the workplace
  • Ability to work on own initiative
  • Ability to communicate effectively both verbally and in writing
  • Ability to complete tasks following defined process
  • Ability to plan own day and prioritise work
  • Possession of a valid driving license, own transport, and willingness to use it for work purposes
  • Competitive salary and benefits package
  • Opportunity to make a real difference to the lives of people with learning disabilities
  • Work in a supportive and values-driven organisation
About Our Client:
Our Client is a leading provider of care and support for people with learning disabilities and autism in England.
They are committed to providing high-quality, person-centered care that enables people to live fulfilling lives.

  • list Deputy Service Manager (DSM) - Supported Living

    Job Title: Deputy Service Manager (DSM) - Supported Living
    Department: Supported Living Function
    Reports To: Service Manager
    Location: Dual location split between registered office and assigned services
    Hours of Work: 37.5 hours per week (FTE)
    Location: Stroud / Stonehouse
    Contract Type: Permanent
    Required to travel around a geographical area of Supported Living Services within the Region.

    The Deputy Service Manager (DSM) will report to the Service Manager (SM).This Supported Living Management role is considered to be a C1 level (Section Manager ) role in our organisational structure. The DSM (Supported Living ) may be required to deputise for their line manager in their absence for example to cover for annual leave or any unplanned absences and may be part of a peer group of Deputy managers collaboratively working together across the services being led by the SM. The DSM will have responsibilities both on and off shift. It will be a contractual requirement for DSM's to fulfil the minimum time on shift requirement which is 20% of their working hours. There will be times when DSM’s will be required to spend more than 20% of their time on shift should their assigned locations require this. Hours worked on shift will be on a shared support shift and as part of commissioned hours but not always directly providing support but carrying out the on-shift tasks within their job descriptions DSMs should ensure that their time on shift is spent over the various service groups they are assigned to.
    Key Accountabilities:

    •  Supporting the SM to understand, manage and ensure the delivery of the service’s key quality and safety priorities, such as incident / accident management, safeguarding, risk management, internal assurance (Quality Assurance Framework) and regulatory requirements / actions (CQC, HSE, Local Authority, etc.), complaints resolution, etc.
    • Work in partnership with the SM to ensure that the necessary risk assessments for the people we support, and your team, are in place at all times and implemented to a high standard. 
    • Ensure the rights of people we support are promoted and always respected in line with the Human Rights Act, Mental Capacity Act and all Deprivation of Liberty guidelines and Hft policies and procedures. 
    • Actively promote and visibly adhere to organisational governance regimes and ensure effective processes and working environments are in place to manage and minimise risk on a day-to-day basis, promptly highlight anything that is beyond your control or needs escalation to the registered manager
    • Support the SM to manage allocated budgets, and ensure the support team account and report all finances within the setting (including monies for people we support), in line with financial procedures, ensuring cost effective service delivery.
    • Assist the SM in filling any vacancies (support hours and voids) within the settings/locations to ensure risk to delivery and contribution is minimised.
    • Work with the SM in ensuring the support team use Helix systems in line with company policies. Providing training, coaching and follow up where appropriate
    • Building, growing and maintaining great relationships with peers, Senior Managers, internal and external key stakeholders such as the Regional Quality & Improvement and Health & Safety Leads, health care professionals, etc. based on mutual respect and trust.
    Essential Qualifications and Experience:
    As a minimum the DSM will be required to have a Level 4 Lead Practitioner Diploma in Adult Care or hold a Level 3 diploma and be willing to undertake this apprenticeship qualification within an agreed reasonable timescale as part of a development plan
    •  Knowledge of legislation and guidance relating to adults with learning disabilities
    • Knowledge of CQC, Safeguarding, and Health and safety regulations
    • Knowledge of Positive Behavioural Support management and techniques Experience
    • Experience and knowledge of outcome focussed supported living provision 
    • Recent experience at a front-line management level in field of learning disabilities in either regulated services or day service provision.
    • Experience of ensuring effective team communications, leading and motivating a team, coaching and mentoring 
    • Assessment and care planning for supported people
    • Experience of acting as a role model for good care practice involving the people we support. Skill & Behaviours
    • Ability to think operationally
    • Ability to lead and manage people and be a role model in all aspects of people leadership especially performance 
    • Ability to communicate effectively with a supported person and their family/carer and other professionals. 
    • Proficient MS Office skills and bespoke IT systems and Rota management systems such as Access People Planner
    • Manage time and resources effectively and efficiently
    • Ability to collaborate with colleagues and effectively manage conflict within the workplace
    • To role model the implementation of Equity, Diversity and Inclusion and Wellbeing initiatives in the functional area to ensure Hft is maximizing the benefits of motivating and retaining a truly diverse workforce 

    • Competitive salary and benefits package
    • Opportunity to make a real difference to the lives of people with learning disabilities
    • Work in a supportive and values-driven organisation
    About Our Client:
    Our Client is a leading provider of care and support for people with learning disabilities and autism in England.
    They are committed to providing high-quality, person-centered care that enables people to live fulfilling lives.

  • list Internal Quality Lead
    Pension, Holiday Pay, Laptop, Phone}

    Internal Quality Lead

    Retain Healthcare is a leading provider of Homecare and Agency services dedicated to enhancing the quality of life for our clients and their families. This role is based in our Head office in Cheltenham, Gloucestershire.
    This post is to offer support to the Senior Management team by overseeing the quality of care provision.
    As we continue to grow we are looking for a dedicated and experienced Internal Quality Lead to join our team and ensure the highest levels of standards are maintained.


    • Quality Assurance: Develop, implement, and manage a quality assurance program for our services, including policies, procedures and guidelines. This will include collating and reporting on QA questionnaires from staff, customers and stakeholders throughout the business.
    • Quality Audits: To conduct regular quality audits on internal services on client files, support plans, staff files, recruitment and client daily records to identify areas for improvement. You will then create a report of recommendations for service improvement.
    • Reporting: Prepare and present regular reports on quality assurance activities and outcomes to senior management and in preparation for inspection.
    • CQC: To ensure that services operate to a GOOD to OUTSTANDING rating with the Care Quality Commission and that all organisational objectives are fully met by our services. To support managers with their CQC inspections. Understand the new Single Assessment Framework and I/We Statements.
    • Performance Monitoring: Ensure that the care team have the right skills to provide a care service to each individual service users care needs, and that good practice is common place throughout the company.
    • Policies and Procedures: Ensure that team members adhere to company policies and procedures, and to support changes and updates in company policies and procedures where appropriate.
    • Incident Management: To Manage, investigate, report and develop improvement plans resulting from complaints about service provision. To oversee the complaints procedure in its entirety and ensure complainants have a fair and positive experience when giving feedback.
    • Teamwork: Work with our teams to ensure that they are person centred and outcome focused. This role will support the care planning team with areas of quality and compliance with CQC regulations.
    • Client Feedback: To communicate regularly with customers and their families. Including holding customer forms, and quality assurance reporting (QA).
    • Records: Maintain and always ensure that office records and notes are accurate and up to date, including the correct storing of information and adherence to GDPR.
    • Audit Reports: Audit and report on all incidents/ accidents and dangerous occurrences (RIDDOR) and make recommendations from the data, this information will need to be used to improve company policies and procedures.
    • Learning: Keep up to date on quality standards, best practices and regulatory requirements.
    • Meetings: To attend meetings as required by Retain Healthcare.
    • Perform On-Call duties: Should this be required in an emergency, service or business development, or part of continuity planning.
    • Liaising with other areas of the organisation, including adherence to the rules, regulations, and guidelines for good practice
    • Working as part of a multi-disciplinary team and liaising with outside professionals.
    • Computer literate
    • Delivering professional management reports
    The holder of this post should be able to demonstrate, or quickly acquire through appropriate training: 
    • To maintain integrity when dealing with matters of customer or staff confidentiality and meet GDPR requirements.
    • A willingness to undertake training to develop new skills.
    • The ability to supervise and coach team members.
    • A willingness to operate flexibility and to be accountable.
    • The ability to work without supervision while adhering to company policies.
    • An understanding of the needs of our service users
    • To have a sound understanding of the Care Quality Commission Regulations / Single Assessment Framework, quality statements and evidence categories
    • Must have completed a Diploma Level 5 or be working towards a Diploma Level 5 in Management.
    • Must be a driver with access to a vehicle.
    • Competitive Salary
    • Paid Holidays
    • Pension
    • Laptop and Mobile Phone
    • Ongoing Professional Development and training opportunities
    • Employee Assistance Programme
    • Car Scheme - Salary Sacrifice
    • Supportive and collaborative work environment
    Offers of empolyment are subject to stringent recruitment processes including references and a crininal records check DBS.
    (This job description is not exhaustive and can include tasks not detailed above.)

  • list Support Worker - Fairford
    Weekly Pay, Free Training , PAYE}

    Care more in 2024!
    Retain Healthcare, Gloucestershire are currently recruiting support workers to work within service in Fairford for ongoing shifts. You will be working alongside one of the country's leading providers to support people with learning and physic disabilities.
    There are 2 to 3 month full timeblock bookings available.
    DBS Rebate Reimbursement
    Pay rates are £11 to £22 per hour (with holiday pay accrued separately)
    Working with Retain Healthcare means that you will have:

    • Weekly pay (PAYE not Umbrella so no hidden charges)
    • FLEXIBLE hours - part time or full time, with a range of shifts including days and nights.
    • Access to multiple high street discounts via the Blue Light scheme
    • Free extensive training
    • 24/7 support from our highly experienced team
    • Fast track registration available
    • Application and access to your Rota via our mobile app
    • Access to ongoing personal development
    • Recommend a friend bonus scheme
    • Regulated by CQC
    • Retain Rewards
    • EAP - Employee assistance programme
    • Free uniform (Where applicable)
    The service is situated near Fairford so driving and own car is essential.

    A variety of shifts are available including nights and long days and either ad hock or block booked work is available.
    The purpose of your role is to give the highest possible standards of support to individuals with  learning and physical disabilities.

    Your duties will be assisting with all aspects of daily living including personal care, medication and healthcare appointments along with accessing the local community and maintaining relations with family and friends. Additional activities may include:
    • Trips to pubs and restaurants
    • Music and discos
    • Cinema and watching movies in the house
    • Gaming
    • Walking/exercise and some sport
    • Art and craft sessions

    Requirements for this role:
    • Minimum 6 months paid experience in care setting
    • A driver with own car
    • Experience with Autism and LD an advantage but not essential
    • Physical Intervention Training(PBM, PMVA) desirable but not essential
    • Right to work in the UK
    • Completion of our online application form and able to provide proof of ID

    *We Do Not Offer Sponsorship For These Roles*


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