Retirement Community Manager Sandford Station Role Profile

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1 Community Manager Sandford Station Role Profile Role purpose: Under the direction of the Operations Manager (Community Services) the role of Retirement is to be the first point of contact for all residents living within an allocated St Monica Trust retirement village community. As well as liaising closely with residents to ensure their housing, maintenance and community needs are met, the role leads on the proactive, responsive and innovative delivery of a range of care services. Hours of work: Required hours will be stated on the job advert and will vary according to St Monica Trust and resident needs.

2 General responsibilities 1. Oversee the provision of a comprehensive care and support service to residents living within the Trust's on-site assisted living and extra care housing accommodation and properties. 2. Act as the registered manager of the care and support service and first point of contact for residents and their family/friends with enquiries related to their care and housing/accommodation issues. 3. Assess future residents to determine their housing, care and support needs and to formulate Domiciliary Care Agreements and Care Plans. Ensure a consistent and welcoming introduction for residents moving into their new homes. 4. Line manage the Deputy and/or Senior Care and Support Worker/s (as relevant to allocated village), the Activities Coordinator and Administrator/s managing performance, conduct and attendance issues in accordance with the St Monica Trust policies and procedures. 5. Maintain up to date knowledge of care sector developments, specialist care expertise, demographic and/or political changes and trends that may affect service provision. 6. Monitor set budgets; regularly liaise and review expenditure with Operations Manager (Community Services). 7. Co-ordinate key contracts with external commissioners, suppliers, agencies and other parties ensuring efficiencies and service level agreements are maintained. 8. Develop relationships of trust with residents and devise measureable methods in which to evaluate and review their social, spiritual care and overall well-being. 9. Develop and maintain clear channels of communication between colleagues across the facilities services (housekeeping, catering and maintenance etc.) at all times. 10. Support the Operations Manager (Community Services) in maintaining a culture of collaboration and communication across teams and in driving changes to continually enhance and develop the service. 11. Oversee the storing of accurate records in compliance with Information Governance and following safe practices in relation to Health and Safety, Manual Handling and other legislation. 12. Provide support as appropriate to the admission team and facilitate admissions processes to the St Monica Trust care homes, as required. Main Tasks Resident liaison duties 1. Assess prospective residents needs and produce appropriate care plans and risk assessments. 2. Take lead role in inducting and welcoming new residents into their new home and have all the information they need. 3. Develop relationships of trust with residents and, where appropriate, their family and friends. Devise and regularly review methods in which to evaluate standards of care delivery and wellbeing. Ensure residents know your role as first point of contact for any queries or concerns. 4. Provide an on-call service to residents taking enquiries in relation to housing, maintenance, access, care and other general issues or concerns.

3 5. Cross refer any issues or tasks that are outside of role to the relevant teams, providing the resident s with regular updates. 6. Respond promptly to service-related complaints referring to Operations Manager (Community Services) when necessary and appropriate. 7. Chair regular resident meetings. 8. Regularly review residents needs, well-being and satisfaction levels ensuring Operations Manager (Community Services) is updated on relevant issues and is invited to resident meetings periodically. 9. Develop and use a variety of on-going communication channels with residents to ensure that all abilities, interests and needs are catered for. 10. Collaborate, communicate and work with residents to ensure they are informed about a range of activities/information which affects them. Maintain own knowledge of events and activities at all times. 11. Work with the admissions team colleagues to undertake assessments as appropriate. People management 12. Line manage and supervise Deputy (where relevant), Senior Care and Support/Community Care Workers, Activities Coordinator and Administrator/s. Oversee the day to day line management of a team of Care and Support/Community Care Workers (who are under the direct supervision of Deputy/Seniors.) 13. Undertake regular resourcing reviews of the Community Care team to ensure time is being used effectively. Where recruitment is necessary, take a lead role in the appointment of the Care and Support/Community Care Workers, Seniors, Deputy, Activities Co-ordinator and Administrator/s. 14. Support Deputy and/or designated Senior with managing the staff rotas and the allocation of bank/agency workers. 15. Support Deputy and/or designated Senior with submitting timely and accurate weekly record forms to the Payroll department. 16. Identify development and training of team members (including Activities Co-ordinator), ensuring they attend mandatory training, e-learning and other learning and development activities relevant to their role and/or specialisms - with the support of the Learning and Development team. 17. Ensure all team members undertake performance reviews and that Deputy/Seniors are equipped to run these with their line reports. Trouble-shoot and address matters promptly before they become performance issues. 18. Oversee people management processes including recruitment, staff reviews and performance management in accordance with the St Monica Trust policies and procedures. 19. Record and manage attendance issues in accordance with the St Monica Trust Attendance Policy. 20. Chair regular structured meetings with the care and support team.

4 Service management Retirement 21. Implement and maintain effective quality assurance systems and support/administration processes to ensure the service is run efficiently and in the best interests of the customers and the service. 22. Explore opportunities to develop and grow the service share information with Operations Manager (Community Services). 23. Attend and contribute to regular meetings with Operations Manager (Community Services) and Facilities Services Manager and other Facilities managers to enable collaborative and open channels of information and communication across service areas. 24. Manage a set budget and negotiate contracts with external suppliers ensuring efficiency and service level agreements are set, maintained and reviewed. 25. Liaise appropriately with local health, social care and other local authority colleagues. 26. Liaise with marketing and sales team in relation to new residents and available apartments and flats. 27. Run regular checks to ensure that aspects of the service meet the requirements and outcomes of the regulatory bodies; e.g. quality control questionnaires and sample care plans. 28. Promote at all times compliance with safeguarding procedures. 29. Promote a safe environment working in compliance with all Health and Safety legislation that relates to this service. 30. Support Operations Manager (Community Services) in reviewing the consistency and effectiveness of working practices, staffing structures, working patterns and resident feedback. 31. Ensure Information Governance and confidentiality is adhered to at all times.

5 Person specification The skills, knowledge, qualifications and experience listed here are requirements of the role and are assessed at different stages of our recruitment and selection process. Use this information to help you complete the further information section of the application form. Qualifications Essential Desirable Relevant professional care qualification, for example Registered Nurse, Social Work qualification Management qualification or post-qualifying award NVQ Level 4 or equivalent in social care Educated to degree level (or equivalent) Experience and skills Essential Desirable Managing a complex service at a senior or strategic level Management role within a community care or domiciliary care environment Specialist skills and experience in dementia People management skills including best practice in recruitment, selection and performance management Strong decision making and problem solving skills Conducting service reviews and report writing Presentation skills (to audience with range of abilities, interests and needs) Good level of IT skills (Excel, Word, Outlook, internet based packages) Knowledge Essential Desirable Substantial knowledge and understanding of the care needs of older and disabled people. In depth understanding of dementia Data protection and legislation best practice Health and Safety; Risk Assessment and Safeguarding knowledge and practical experience Experience of promoting a service to new and prospective customers Financial and budget management skills Management theory and practice Health and Social Work legislation/regulations relevant to the care of older people/people with a disability. Evidence of maintaining own knowledge of legislation, regulatory and industry developments Additional information Duties must be carried out in compliance with St Monica Trust s Equal Opportunities Policy. This role profile contains the principal accountabilities relating to this post and does not describe in detail all the duties required to carry them out. There will from time to time be a variation of duties depending on residents and units needs. This post is exempt from the Rehabilitation of Offenders Act 1974 and this means that any criminal conviction, including spent convictions, must be made known at the time of the application.

6 SMT Management/Leadership Behaviours Required The Trust expects specific behaviours for this front line management role. The post holder will be expected to deliver the following behaviours under the guidance and coaching of the Operations Manager (Community Services) Delivers customer focus Develops and displays a deep understanding of residents /customers needs. Displays a broad and deep understanding of the Trust s key issues and challenges. Exhibits a constant desire to improve the service provided to residents. Keeps up to date on external developments within nursing/specialist area. Applies knowledge of external developments to improve the team s performance. Constantly challenges and questions to push the boundaries and find new improved ways of doing things. Demonstrates leadership Demonstrates passion and concern for the work done and the Trust. When making decisions carefully evaluates the impact on colleagues, residents, and the Trust as a whole. Leads and motivates by example and role models what is expected of others. Is consistent and genuine in words and actions. Articulates clearly the vision for their responsibilities within the Trust. Has a clear plan for how the vision will be implemented. Constructively unblocks any problems that prevent progress of any plans. Looks for creative solutions to problems, i.e. thinking outside the box. Responds positively and calmly to changing needs as they arise. Manages relationships Identifies common ground with others so that differences are identified and on-going relationships developed. Uses questions and clarifies to understand views, attitudes and different perspectives. Is open and honest in relationships. Establishes trust by enabling others to express their views and respects these. Tackles tough issues in own working relationships as they arise and does not brush them under the carpet. Handles conflict constructively. Manages self Reflects on own actions. Openly shares learning with others. Actively seeks feedback from others on their performance. Visibly develops self on an on-going basis. Manages his/her time productively. Manages resources Makes the best of available resources to achieve operational plans. Manages what they have to spend very carefully. Questions business as usual practices, i.e. how they are impacting residents, colleagues and the environment. Manages risk Undertakes health and safety audits and risk assessments in the workplace to minimise the likelihood of accidents/incidents occurring. Appropriately balances risks of harm with opportunities to promote resident well-being. Takes colleagues well-being seriously e.g. improves job design and minimise the chances of stress occurring.

7 Manages performance Encourages team working. Manages performance by agreeing objectives with the team and individuals. Monitors progress against objectives set. Asks the tough questions that help others think through problems. Tackles under-performance promptly.

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