Service Support Manager

Job responsibilities

Management of Services

To oversee the management and delivery of all clinics within the service area ensuring effective day to day operational management in accordance with best utilisation of staff and accommodation. To plan an effective contact service for the public/clients that is efficient and professional, which will include managing staff resources to ensure effective cover To ensure that referral management and appointment processes are efficient, coordinated and compliant with organisational policy. To attend appropriate management, performance and planning meetings and contribute an administrative perspective.

Management of Quality and Standards

To provide a range of non clinical advice & information about the service to service users and external agencies. Take responsibility for ensuring that internal and external communication systems are fit for purpose. To ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately. To investigate those relating to own admin team. To investigate and action any incidents relating to admin staff and processes Respond to telephone, email and written queries on behalf of the service area including call handling where this cannot be satisfactorily resolved by junior staff. Be proactive and propose, develop and implement ideas and new processes for improvement in the way the service is delivered. Ensure that the corporate support function complies with all LWSW policies and procedures including Data Protection, confidentiality, Health and Safety, security and safeguarding To undertake relevant audits and review of processes, present findings and support the development and implementation of new processes taking into consideration both the clinical and administration perspectives.

Data Management

To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures; collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans. To analyse data to enable managers to monitor budgets and performance in relation to business support function. Collate information; prepare reports and presentations pertaining to the service area at the request of the service manager. Organise data collection to support research and development.

Staff management & development

To have operational leadership and daily management responsibility for relevant administrative staff including recruitment, performance management, absence management, risk assessments disciplinary, training & appraisal. To manage & chair regular meetings with administrative staff within service area. To develop workforce by providing induction, in-post training and updates for relevant staff.

Financial management

To authorise orders and payments in accordance with business processes. To contribute to the management of the cost effective use of departmental resources including the ordering of stock and undertaking cost improvement programmes within the service. To be a delegated budget holder for specific area of responsibility ensuring expenditure is within agreed limits and that senior manager remains informed of related issues.

Service Support

Responsibility for overseeing administrative processes within recruitment and induction including ATRs, liaison with HR, arranging of interviews, booking of training, arrange systems access etc. To manage specific projects and information systems/databases as requested by the service manager and provide updates on progress. Co-ordinate Health and Safety within the service area, reporting faults and ensuring that work is undertaken, to ensure that the appropriate risk assessments are completed by junior staff. Ensure that fire safety policies are adhered to within the service area.

Physical Effort:

Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes. May have to occasionally move presentation equipment and office supplies or clinic consumables. May have to move between locations if service is delivered across different sites.

Mental Effort:

Frequent concentration is required when inputting into systems, analysing data, making changes to correct deficits, typing documents, making appointments & processing records with a need to ensure accuracy. The work is sometimes not predictable as this is an operational role and the priority of work can change depending on patient, service and staff needs. Concentrationrequired for checking documents, writing reports and protocols and analysing data and statistics

Emotional Effort:

There may be some exposure to service users who may exhibit difficult & challenging behaviours or when handling patients complaints. While managing and supporting staff may have to deliver unwelcome news or comfort upsetstaff.

Workingconditions:

Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients. Will use VDU for high proportion of time. The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties.

Key Behaviour Competencies:

Workingtogether Be-straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Recognise and remove barriers to action Create an open and positive learning culture Learn from mistakes & ask others for support where necessary Be aware of ones own behaviour, values, attitudes, strengths and weaknesses. Ability to reflect on ones behaviour and change them. Uphold the values and be proud to be part of the organisation Ensure appearance is professional & name badge visible

Act With Integrity-Be honest and do what you say you will do Take responsibility and be accountable for your actions Guard and build the organisations reputation Take into account the human and social impact of our work Treat everyone in a friendly, courteous manner; smile & make eye contact.

Building Success Together-Be compassionate and accepting of others. Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Agree on our goals and see them through Treat each other with dignity and respect Learn from each others experiences Understand and recognise each others contributions of being of equal value Be prepared to challenge the status quo. Contribute to the organisations success. Stretch the boundaries of personal performance Look for better ways of working to achieve improvements.

Caring for patients-Aim to meet the needs of our patients and partners in care. Use initiative to enhance care in innovative and imaginative ways. Respect individual cultural differences; challenge bias & prejudice. Provide a high quality and safe service for patients. Maintain privacy and ensure confidential information is kept safe. Question poor practice, process & behaviour

Additional information for all posts

The post holder is required to comply with all relevant policies and procedures pertinent to their post. Current versions can be found on Healthnet or via your manager. The areas listed below are those Livewell South-West currently places particular emphasis on. Failure to follow correct policies and procedures may result in disciplinary action.

Safeguarding Children and Adults

All employees have a duty to safeguard and promote the welfare of children and adults and are required to act in such a way that at all times safeguards their health and wellbeing. Familiarisation with and adherence to national and local safeguarding adults and children policies is an essential requirement upon all employees. Livewell South-West has specific safeguarding policies and in addition, employees also have a responsibility to practice and work within the multi-agency policy developed by the Safeguarding Adults Board and the Safeguarding Children Board. Staff are also required to participate in related mandatory/statutory training.

Research:

For clinical posts at bands 5 and 6, there is an expectation that engagement in research will be part of this role. Therefore, an awareness of the value and relevance of research is expected and the post holder should either support existing research within their speciality area as appropriate or identify opportunities to raise awareness of research possibilities. For clinical posts at band 7 and above, the post holder will be required to actively participate in complex audits using research methodology, or participate as required in clinical trials or equipment testing, and will demonstrate high level involvement in local ongoing research projects

Other:

This Job Description is not exhaustive and may change as the post develops, but such change will not take place without consultation between the post holder and his/her manager. Job descriptions should be reviewed at least annually at the appraisal meeting. The Working Time Regulations apply to all employees of Livewell South-West. In particular Livewell South-West will not permit staff in all employments to work in excess of 48 hours in any one week except where there are exceptional service needs where an absolute limit of averaging over a reference period of 17 weeks would apply.

Specific Skills

Essential

• Excellent verbal and written communication skills.
• Able to use judgement and initiative to provide information and support.
• Accurate and fast typing and data entry skills.
• Able to analyse problems and initiate appropriate solutions effectively.
• Able to apply tact and sensitivity to establish trust and support.
• Ability to use own initiative to organise own workload and that of others, setting deadlines and ensuring these are met.
• Able to compose and transcribe minutes, correspondence and reports.
• Effective time management skills, with flexibility to meet competing demands within the working day.
• Empathetic approach to managing and resolving enquiries.
• Able to manage difficult and distressing situations effectively.
• Flexible and adaptable, ability to learn new skills and develop role.
• Able to work as part of a team.

Desirable

• Flexible approach to working arrangements

Qualifications

Essential

• Educated to foundation degree level in a relevant subject or equivalent level of knowledge, qualifications or significant equivalent skills and experience to that level.
• Evidence of continuing professional development

Desirable

• Project management e.g. Prince 2

Knowledge

Essential

• Thorough working knowledge of Microsoft Office packages, i.e.: Outlook, Word, Excel.
• High level of competency in the management of budgets and financial control systems.
• Understanding of activity management including waiting lists.
• Understanding of office working procedures, systems and processes and able to implement efficient working practices.
• Excellent knowledge of SystmOne and other Livewell Southwest Business applications.
• Up to date knowledge of Livewell southwest policies and procedures.
• Understanding of current service changes and ability to be innovative to meet these needs. (E.g. CMHF, PCF).

Experience

Essential

• At least 2 years experience of working in a role supporting senior managers.
• Significant previous experience of working in an administrative environment using computerised data systems.
• Demonstrable experience of dealing with sensitive and confidential information.
• Experience of managing and leading a team.
• Experience of working with complex systems and information, analysing and interpreting data.
• Decision making and resolving complex work-related issues

Desirable

• Experience of undertaking Service Improvement or a Project Management role.
• Experience of analysing data and using such data to improve the quality and efficiency of the service
• Experience of working within a health care provider or Social Services environment

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).