Crisis Alternative Service Manager

Job description

Job responsibilities

Key Responsibilities

To oversee the management of the Crisis Alternative Services and other services, in line with organisational values and service quality expectations.

To ensure all risks are recognised and mitigated in line with the serious incident and safeguarding policies.

To ensure safe working and risk management

To ensure feedback is provided on risk mitigation through serious incident reports.

To continually drive enhancements to operational effectiveness and maximise outcomes against targets (key performance indicators)

To complete audits and high quality reports for senior internal and external stakeholders

To ensure interpret performance and impact data for crisis services and be responsible for reporting against service targets

To provide effective line management supervision to Team Managers and Support Workers

To collaborate with the Director of Adult Services and the Head of HR to deal with performance management/disciplinary issues confidently and effectively in accordance with organisational policies and procedures.

To mobilise the crisis services in line with agreed project plans and ensure they are promoted and marketed well.

To pro-actively develop relationships with external stakeholders in order to improve and develop crisis provision for people with mental health needs.

To develop robust referral routes and pathways into the service with both statutory and non-statutory bodies.

To ensure excellence in the recruitment, training and ongoing support of staff and volunteers where applicable.

To support the Team Managers to ensure adequate and appropriate staffing at all times within the service.

To ensure high levels of meaningful service user involvement in service provision, responding to the needs of service users locally.

Work collaboratively with West London Mental Health Trust staff to support, develop and promote both the service.

Establish excellent working relationships with out-of-hours services such as Emergency Services, Crisis Teams and GPs, around inward and outward referrals.

Ensure quality and compliance (in line with CQC standards, NICE guidelines, MQM and other relevant standards)

To work within HFEH Minds policies and procedures including Performance Management, Confidentiality, Safeguarding, Equal Opportunities, Service User Involvement, Health and Safety, GDPR and Professional Boundaries.

To embed all operational policies across managed services in line with a consistent organisational approach.

Ensure service users satisfaction surveys are undertaken.

Ensure data and qualitative information is collected, collated and communicated to key partners and key stakeholders, as required and directed by the Director of Adult Services.

Ensure that all managed services are effectively informed by service user feedback.

Keep up to date with best practice and contribute to the continuous improvement of the service.

Monitor the quality of the service and ensure appropriate data is collected (in line with GDPR) to monitor outputs and outcomes.

Produce regular service summary reports.

To be rostered on the on-call rota

Undertake such duties not included in the job description as are reasonably requested by the Director of Adult Services

Person Specification

Experience

Essential

• A minimum of three years managing a crisis service or similar setting with high complexity and high incident rates
• Experience of managing and mitigating risks
• Experience of managing safeguarding risks and understanding legal requirements for safeguarding adults and children
• Understanding of how to report and mitigate risks
• Understanding of suicide prevention
• Understanding of trauma informed care
• Understanding of mental health and safety planning
• An understanding of CQC requirements for mental health
• Managing services for vulnerable people in a service delivery organisation.
• Excellent people and project management skills and significant experience of supporting and managing staff.
• Experience of working in the voluntary sector and/or statutory services
• Experience of motivating, developing and training staff
• Successful track record in performance management of staff
• Experience of creating and implementing safety and risk policies and procedures.
• Compiling and interpreting performance data and reporting against service targets.
• Successful track record in planning and project management.
• Experience of report writing and presentation.
• Supporting people with mental health problems.
• Knowledge of and empathy for the issues facing people with mental health problems.
• Knowledge of the day-to-day application of relevant legislation e.g., Health and Safety.
• Understanding of the principles of ensuring safe service provision for people at risk and how these are put into practice.
• Knowledge and understanding of the relevant statutory authorities including NHS and social care.
• Excellent communication skills and able to communicate effectively to a variety of audiences.
• Commitment to service user involvement and able to work with service user groups to develop this.
• Is committed to working in an anti-oppressive way and striving to create equal opportunities for all people.
• Commitment to working within the policies of HFEH Mind including confidentiality and safeguarding.
• Positive attitude, passionate about working for HFEH Mind and able to inspire people to higher levels of performance.
• Team player and able to form positive, professional relationships with staff at all levels.
• Able to work effectively with a range of external stakeholders to promote and develop the service.
• Strong organisational skills and able to take control of own workload and meet deadlines.
• Ability to work independently with minimum support.
• Confident in challenging poor performance assertively, constructively and successfully.
• High professional standards and the ability to communicate these clearly to others.
• IT literate to aid communication and analysis of data.
• Willing to undertake training and development.
• Ability to travel to multiple sites

Desirable

• Experience of working with databases such as Views, IAPTUS, Rio and Python

Qualifications

Desirable

• Mental health registration (nurse/doctor/therapist etc)
• Mental health qualification
• Project management qualification

Additional Criteria

Desirable

• Has a full driving licence and use of own vehicle (desirable, not essential. Work related mileage will be paid)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Hammersmith & Fulham, Ealing & Hounslow Mind

Address

309 Lillie Road

Fulham

London

SW6 7LL

Employer's website

https://www.hfmind.org.uk/ (Opens in a new tab)