JOB DESCRIPTION JOB DESCRIPTION Operations Manager GRADE Grade 8 (PA28 PA31) REPORTING TO Executive Director of Operations DEPARTMENT SECTION/FUNCTION 1. JOB PURPOSE 1.1 The Operations Manager (Care and Repair Extra / Resident Services) is responsible for the delivery of all operational aspects of the Care and Repair Extra Service. This will also include the delivery of services to non Care and Repair clients of all ages and tenures across North Ayrshire by means of our subsidiary company Citrus Energy operating as Residents Services. 1.2 The Operations Manager will have overall responsibility for the effective and efficient daily planning of the service(s) to ensure maximum profit and productivity by providing a consistent high quality and cost effective service and achieving key targets. 1.3 The post will also involve ongoing liaison with Cunninghame Housing Association Ltd (CHA Ltd) property maintenance staff in the delivery of specific response (day to day) repairs and cyclical maintenance inspections within CHA stock. 1.4 To manage the reputation of the CHA Group of Companies. 1.5 To ensure effective relationship management with internal departments and external partners / agencies. 2. ACCOUNTABILITY/RESPONSIBILITY 2.1 The post holder is accountable to the Executive Director of Operations (CHA Ltd) on a day to day basis. 2.2 The post holder is directly responsible for the supervision of the Care & Repair Extra / Resident Services personnel. 1
3. MAIN DUTIES OF POST 3.1 CARE AND REPAIR EXTRA SERVICE 3.1.1 Manage and deliver Care and Repair Extra / Resident Services in compliance with its annual budget and the staff code of conduct of the CHA Group and ensure compliance with all operating procedures in operation by the CHA Group of Companies. 3.1.2 Maintain relevant software systems to identify elderly or disabled owner occupiers / private sector tenants who are living in poorly maintained or physically unsuitable conditions who could benefit from advice and assistance with the co-ordination of repairs, improvements and adaptations to their properties or advice on benefits and energy fuel poverty / use which would allow them to occupy their home more comfortably. 3.1.3 As required carry out a home visit and investigate the individual needs of each client and identify the range of options available to them. 3.1.4 When required undertake Home Safety and Security Audits and action works identified. 3.1.5 To give advice as required, in conjunction with approved professionals (where necessary), on the cost implications of options to clients. DISABLED ADAPTATIONS 3.1.6 Manage the Care and Repair disabled adaptation process on behalf of North Ayrshire Council. 3.1.7 To co-ordinate the technical assessment of adaptations with due regard to the input of care professionals who may be in attendance with the client. 3.1.8 To compile a list of consultants and contractors capable of carrying out adaptation work identified. 3.1.9 To invite tenders for works and ensure the specification of works provided complies with the requirements identified by the Occupational Health Professional. 3.1.10 To assist the client in submitting a grant application for adaptations. 3.1.11 To advise the client of cost implications. 3.1.12 Liaise with the contractor to arrange a start date for works and to oversee works while on site. 3.1.13 To ensure works are completed to a satisfactory standard and to arrange payment of grant. THE SMALL REPAIRS / HANDYPERSON SERVICE 3.1.13 To manage the delivery of the Small Repairs services and Handyperson service. 2
3.1.14 Develop and maintain effective partnership working with a wide range of partners and external agencies and further develop the services. 3.1.15 Assist with the development of operational systems. 3.1.16 To develop an operational procedures manual with corresponding process maps to reflect service delivery. MARKETING THE SERVICE 3.1.17 Assist in the implementation of the Marketing Plan for the service(s) and associated media tools. 3.2 JOB SCHEDULING 3.2.1 Overall responsibility for the administration and production of daily work schedules for delivery of the service(s). 3.2.2 Review work schedules on a weekly basis and hold regular weekly meetings with the Repairs Team to discuss, review and prioritise ongoing workload. 3.2.3 Produce timesheets for the operatives and submit in accordance with the CHA operational procedures. 3.2.4 Provide to the Executive Director of Operations timely and efficient forecasts where repair volume may exceed resources available and take timely action to address the situation. 3.3 QUALITY INSPECTIONS 3.3.1 Carry out post inspections on a selection of the completed jobs to assess quality. 3.4 PRICING 3.4.1 Appraise larger jobs by carrying out a joint visit with the tradesman in order to agree amount of materials and price for undertaking the work ensuring written quotations are received. 3.4.2 Review material and labour costs associated with all jobs to ensure value for money is being achieved. 3.5 PEOPLE MANAGEMENT 3.5.1 Responsible for managing the Residents Services Repairs Team(s) and administration support staff. 3.5.2 Carry out performance appraisals for the team members and support staff and evaluate and address training and development needs. 3.6 HEALTH AND SAFETY / TOOLS / RISK 3.6.1 Responsibility for the operational management of all health and safety issues associated with the development of the service and in compliance with the Health and Safety Policy, Procedures and Guidelines. 3
3.6.2 Responsible for the team(s) being issued with Personal Protective Equipment (PPE) and that accurate records are kept, ensuring staff sign for the PPE and are given an explanation of why the PPE is being issued. 3.6.3 Responsible for ensuring that where appropriate certified training for staff is scheduled via our Human Resources Function and courses attended with certification records passed to the HR Department for retention. 3.6.4 Arrange for regular tool box talks to be carried out by the Health and Safety Manager for the Small Repairs and Handyperson personnel, which should include safe / correct use of tools, access to equipment, Personal Protective Equipment (PPE) and follow all tasks and associated procedures for recording incidents / near misses in line with the Health and Safety Management System. 3.6.5 Maintain and regularly update the operational risk register on an ongoing basis. 3.7 STOCK CONTROL 3.7.1 Ensure that the electronic stock control system is fully operated in line with operational procedures. 3.7.2 Responsible for ensuring that depleted stock levels are monitored and materials ordered timeously. 3.7.3 Ensure that a regular stock take is taken every 3 months and is recorded on the stock control system / ledger (linked to sales and materials ordered). 3.7.4 Assist with the development of the stock control system and ensure staff keep stock control paperwork updated, accurate and logged on system. 3.8 VAN CHECKS 3.8.1 Spot check vans on a daily and weekly basis, record condition and maintain accurate records. 3.8.2 Ensure that staff / drivers carry out daily and weekly checks and record findings and that paperwork is readily available on request. 3.8.3 Ensure that vans are serviced on time and that booking for services are scheduled with all vehicle records easily accessible. 3.9 FINANCE / BUDGET 3.9.1 To follow our robust finance systems to enable all performance to be monitored against budgets and to allow timely corrective actions to be taken as necessary. 3.9.4 Maintain an asset register ensuring that our Finance Department receive information of additions and disposals when required. 4
3.9.5 Liaise with our Finance staff to ensure that financial procedures are adhered to at all times in regard to: a) Petty Cash b) Suppliers details and references etc c) Invoicing d) Insurance e) Debt Recovery f) Cash Flow 4. PERFORMANCE MANAGEMENT 4.1 To develop and update projects / activity plans on the Association s Clearview Performance System ensuring tasks are assigned to individual staff members and Key Performance Indicators (KPIs) are populated accordingly. 5. ANY OTHER DUTIES 5.1 Any other duties as agreed with the Executive Director of Operations. No job description can cover every issue which may arise within the post at various times and the post-holder is expected to carry out other duties from time to time which are broadly consistent with those in this document. 5