Registered Manager- Urgent Care
Our Mission Statement
OUR MISSION is to provide safe, highly skilled, timely support to individuals with learning disabilities, autism, emotional and behavioural disorder and mental health concerns who are currently in, or at risk of: crisis, care breakdown, hospital admission, or discharge delays.
Our Values
- SAFE: We put the person at the centre of all our work and listen and act on what they tell us. We will respect and promote the human, legal, and civil rights of all the people we support, our organisation, and wider society.
- SOUND: We will provide high-quality, safe, evidence-based, and outcome-focused care and support. We will work appreciatively, which is hopeful and encouraging, using positive and strength-based approaches.
- SUPPORTIVE: We will empower the people we support in a progressive way that enables them to exercise choice and control. We will work with our partners to create pathways that enable people to grow and achieve their goals
- SWIFT: We will provide a service that can swiftly provide support solutions to prevent care breakdown, hospital admissions, and discharge delays. We will work with key stakeholders to understand changing local needs and how we can support individuals and the wider system, now and for the future.
Job Purpose
This challenging role requires a strategic thinker who has the ability to switch to a practical, hands-on approach when necessary. You will enjoy a collaborative working relationship with the senior team of Harley House Supported Living and staff, to grow the business and continuously improve the service.
There will be plenty of opportunities to use your initiative and apply creative problem-solving skills to manage the day-to-day service. A calm manner and the ability to think clearly whilst under pressure are essential for this important role.
- The post holder will be responsible for managing the Urgent Care service and adhering to all regulatory and relevant legislation requirements.
- Provide effective leadership to the staff team, promoting the values, policies, and procedures of Harley House Urgent Care.
- To ensure that the workforce has the skills, competencies, and knowledge to ensure that the people we support lead as independent and fulfilling lives as possible
- To collaboratively establish, uphold, and promote the values of Harley House Urgent Care.
Main Duties and Responsibilities
- Have strong oversight of rotas to ensure they reflect individual hours and recognise the skill mix of the workforce, ensuring safe, effective staffing levels to support people to live the life they want.
- Ensure enhanced hours are clearly evidenced and delivered.
- Review and consider all new referrals promptly and thoroughly, and provide feedback care proposals to the Head of Care for joint decision making.
- Facilitate thorough planning and preparation for new referrals to ensure staffing and skills are appropriately matched to the individual.
- Prepare and brief the staffing team, ready for care to start, to ensure they fully understand their responsibilities, approach, and plan for care delivery.
- Have strong oversight to ensure that there is evidence of effective handovers, planning of the day-to-day activities, and ensuring staff are following support plans and relevant policies and procedures.
- Oversee and monitor accidents or incidents, ensuring these are documented in the manager's monthly report, and relevant safeguarding or CQC notifications have been raised or escalated to the Head of Care.
- Monitor and oversee the interactions and performance and conduct of staff on duty, and respond to poor or inappropriate practice.
- Ensure that safeguarding concerns are reported to the Local Authority and liaise with the Operations manager and Head of Care immediately in response to serious incidents.
- Provide effective supervision and debriefing to support staff, keeping their well-being and safety as a high priority.
- Ensure all staff are up to date with their mandatory training, as well as refreshers on enhanced training where required, and address non-compliance with individual staff members.
- Provide on-call phone advice, guidance, and support to the workforce out of hours.
- Ensure that medication is administered in a timely fashion and ensure any medication errors or discrepancies are reported.
- Develop an open, transparent culture that strives for continuous improvement, the well-being of the staff team, and a culture that learns lessons and where the workforce feels valued.
- Lead on safer recruitment alongside the HR team in line with CQC Regulations.
- Ensure concerns and complaints are acted upon in a timely manner as per our policy.
- Ensure regular spot checks and competencies are undertaken to monitor care delivery, staff competency, and service user satisfaction.
- Be a positive role model and lead the team, ensuring annual leave, payroll, recruitment, invoices, and rotas are managed effectively.
- Ensure all information is kept up to date in accordance with GDPR legislation.
- Lead on initiatives to market the service and attract new referrals and enquires.
- Develop key relationships with the Care Quality Commission, local authority, health professionals and other key stakeholders.
- Create an open and transparent culture enabling staff to confidently raise concerns and ensure there is clear evidence of a learning culture when there have been incidents and near miss events.
- Plan and lead an on-call rota ensuring staff have access to clear advice, guidance, and support in case of any emergencies.
- Monitor staffing hours and annual leave ensuring staff are taking regular breaks throughout the year to prevent burnout and support good staff wellbeing.
- Ensure that staff have the necessary resources to carry out their roles and responsibilities.
- Ensure that Staff members all understand their expectations as an employee of Harley House Urgent Care and the Mission Statement and Values we promote.
- Build Harley House Urgent Care’s vision and arrange networking events and family and friend’s days to enable relationships to be established.
- Work with the internal HR team to ensure that staff all have signed contracts and that their staff files are kept up to date and contain all relevant information including supervisions, sickness, annual leave, and performance concerns are documented and in place.
- Commit to the development, knowledge and skills of the staff team ensuring that mandatory training is up to date and that opportunities are identified for additional training according to service user needs and individual staff development.
- Ensure that Positive Behaviour Support is embedded in the culture of the service through training, support plans, and the culture of the home.
- Carry out investigations when there has been care or conduct concerns, liaising with the Operations manager, Head of Care and our relevant HR partners as necessary.
- Act swiftly to performance and capability concerns.
- Ensure all new staff have a thorough induction and regular meetings in their probation.
- Address concerns with staff performance, competency, and skills always following relevant policies and procedures and with support from the HR team, Head of Care and Operations Manager.
- Ensure that you maintain knowledge and understanding of the Health and Social care standards, CQC regulations and key legislation.
- Ensure that the service is operating as described in the Statement of Purpose.
- Review all operational documents in conjunction with the Head of Care and Operations manager as a minimum yearly but as and when necessary.
- Work alongside the Operations Manager to oversee and undertake regular audits, alongside the Deputy Manager to ensure the service is safe, well-led, effective, responsive and caring at all times.
- Carry out any additional tasks or duties according to your Registered Manager responsibilities and within your scope of competence.
The people we support:
- Ensure that there are effective support plans in place for all the people we support based on the needs, risks and wishes of the person and in co-production with them. Ensure these are updated at least monthly or as needs change.
- Ensure support plans identify goals and identified outcomes using the relevant Outcome Star.
- Ensure capacity assessments are in place for relevant service users.
- Ensure new care and support packages are communicated clearly to the staff team ensuring everything is in place to deliver safe, effective care and support based on the needs and wishes of the service user and relevant best practice guidelines.
- Ensure robust partnership working with relevant health professionals and key stakeholders. Raise any concerns with any gaps in support with the Head of Care.
- Promote independence, positive risk taking and embracing Equality and Inclusion to enable the people we support to live their best possible lives.
- Develop strong relationships with service users and their families ensuing regular monitoring of care and support delivery.
- Ensure all service users have regular key worker meetings and support reviews.
- Ensure all service users are encouraged to air any concerns, views or feedback about the care they are receiving.
- Ensure that the Accessible Information standard is always followed, considering the needs of all the people we support.
- Involving service users in all plans and decision making as far as practicably possible, focusing on their goals and ambitions.
- Ensure staff have knowledge and understanding of individual tenancy agreements and how to support service users to raise concerns.
- Provide direct care and support where necessary and ensure there is evidence of regular spot checks and competencies of care and support practices.
- Be an advocate for the people we support; championing them and enabling them to be seen, heard and treated with respect at all times.
- Always maintain a regular line of communication with the Operations manager, Head of Care and Group Director.
- Act as Safeguarding Lead for the service, ensuring the safety and welfare of the people we support at all times.
Quality and Governance:
- Follow the Governance calendar ensuring all relevant systems and process are undertaken.
- Ensure all audits are undertaken as per the Quality Assurance framework and actions are added to the Continuous Improvement plan.
- Complete and submit the service review report ensuring all accidents and incidents are recorded and key performance indicators are escalated to the Operational Lead and Head of Care for analysis.
- Carry our regular observations audits of staff interactions.
- Ensure that competencies are undertaken in key areas.
- Attend the bi-monthly Quality and Governance meetings, feeding back the trends and incidents in your service.
Other duties:
- Take the lead in marketing your service, developing key relationships with commissioners and ensuring that vacancies are communicated, and assessments are undertaken in a responsive manner.
- Act as an ambassador for the service ensuring as the Registered Manager you always maintain professionalism and integrity.
- As a Registered Manager in the service, ensure you refrain from befriending staff or services users on social network sites.
- Always act in the best interest of any person who may lack capacity.
- Ensure that the safeguarding of the people we support is always a priority.
- Be aware of, and follow the procedure for, reporting any safeguarding concerns or incidents.
- Keep accurate records.
- Attend training and ensure all mandatory training is up to date.
- Ensure you carry out monthly staff meetings, communicating the aims, objectives, and values of the service to the workforce.
- Co-operate and attend a yearly appraisal.
- Ensure the health, safety, and welfare of the people you support and the workforce
- Embrace teamwork by ensuring effective and open communication for the benefit of the people we support
Please email hradmin@deesgroup.co.uk for the full job description and person specification.