Regional Service Manager in Stroud

This role is considered to be a senior manager role (level b1) within our organisation structure. The post holder will report to a Head of Care & Support (for either our North, West or East Division). The postholder will be responsible for overseeing the provision of Safe and Well Led care and support across multiple locations within a geographical region. They will lead teams and may have line management reports across Registered Supported Living locations and Registered Residential Care Homes ensuring people we support live fulfilling and valued lives.

The postholder is responsible and accountable for delivering, monitoring, maintaining and providing the highest standards of support and service delivery in line with our strategy of delivering an operating model that realises our 2033: Your life. Your Way strategy. This post is an integral part of the senior management team within the Care & Support Portfolio. The postholder will work collaboratively with peers across regions and other Hft portfolio senior managers to shape the strategic direction of the function. They will be accountable for putting agreed strategies into practice within their region, including developing, communicating and delivering against their in‑year operational, strategic and performance plans to support successful delivery of care and support.

As an accountably performance manager, the Regional Service Manager leads their region in terms of performance delivery against all KPIs and metrics, responsible for the effective delivery of all care and support elements. They manage the performance of their team, promote dignity, wellbeing and independence, and uphold Hft values and leadership behavioural framework. The postholder will resolve complex care and support problems, analyse management information and policy, apply it to resolve issues, develop and apply strategy or deliver complex projects, network across senior leaders and executives, build influential relationships within the region, and represent the division in the absence of the Head of Care & Support.

Key Accountabilities – Quality, Compliance and Safety

• Delivering and evidencing the exceptionally high quality, safe provision of care and support by working closely with the Regional Quality & Improvement and Health & Safety Leads to understand, manage and ensure delivery of the region's key quality and safety priorities, such as incident/accident management, safeguarding, risk management, regulatory requirements/actions (CQC, HSE, local authority, etc.), internal Health and Safety and Quality Assurance Framework actions, complaints management, etc.
• Ensuring compliance with a minimum CQC service rating achievement of “Good” across all settings and locations.
• Supervising Registered Managers on behalf of the nominated individual.
• Development of regional targets and ensuring Quality and Safety KPI delivery across each setting and location.
• Line management of direct reports ensuring that they understand how they and their teams contribute to delivering excellent care and support.
• Establishing an understanding of, and adherence to, all policies and procedures across the locations managed, and contributing to their review and development as relevant to the role.
• Delivery of Local Authority quality compliance and Local Authority monitoring audits higher than 85%, monitoring and spot checking where necessary.
• Ensuring that Health and Safety and other regulations are always understood and adhered to across all settings and locations.
• Evidencing quality and safety by preparing and delivering reports within agreed scope and timescales.
• Regularly reviewing and managing risks to the delivery of exceptional provision of care and support across all settings and locations.
• Planning for, and reviewing systems and procedures, aimed at delivering business continuity.
• Operating and delivering an effective and efficient on call process.
• Investigating any safeguarding, complaints or any other quality issues in a timely, accurate and professional manner, using evidence to support findings and deliver improvements when required.
• Delivery against all required compliance and governance standards applicable to their services.
• Verification of internal audits and self‑assessments (key elements of the Health and Safety and Quality Assurance Framework), reporting on findings and then developing and ensuring delivery of action plans to maintain or improve standards.
• Leading local and national projects that deliver quality improvement and efficiency.
• Managing local change and implementing and positively taking ownership of organisational change across the region.
• Ensuring culture is an enabler to the achievement of continuous quality improvement.

Key Accountabilities – Commercial

• Have full involvement in the budgeting process.
• Manage and deliver against regional and service budgets.
• Accountable for growing income (all services not just at a regional level) and delivering efficiencies.
• Improvement plans in place to resolve where service contribution has not been met.
• Leading proactive void or empty room management across region.
• Development of accurate budget and forecasts and leading successful proactive fee negotiations.
• Collaborating in the timely and effective preparation of accurate and financially viable tenders for new business or renewal of contracts in line with Hft policy and in partnership with the Head of New Business & Commercial Development.
• Build relationships internal and external to the organisation to maximise fundraising opportunities in line with the fundraising strategy and team.
• Accountable for ensuring internal stakeholders are updated for contractual changes such as people supported, hours delivered or hourly rates received and ensuring finance have the correct information to invoice.
• Support the annual hourly rate uplift negotiations.
• Support finance with the resolution of issues with Local Authorities contributing to incorrect or late invoices.

Key Accountabilities – Relationships

• Building, growing and maintaining great relationships with peers, key stakeholders, commissioners, internal and external stakeholders based on mutual respect and trust.
• Managing regional meetings to ensure your team are listened to, are kept up to date; and are able to network, share information and best practice and provide support and coaching to each other and the whole team is a champion for the Hft Brand.
• Partnering with regional partnership Forum representative to ensure there is a culture of working together to achieve shared aims, objectives and outcomes and involving other colleagues as much as possible through early consultation so that you can make better decisions for your region.
• Ensuring that Voices to be Heard events are led across the region to ensure that views and feedback of people we support are proactively listened to and acted on.
• Leading on co‑production by ensuring that everyone who's impacted has a voice and that they are able to contribute in a meaningful way in decisions that affect them.
• Promoting and encouraging membership to Hft's Colleague Inclusion Groups.

Key Accountabilities – Workforce

• In partnership with the recruitment team, and in line with Hft recruitment policy, attract and recruit great people who share our values and passion for enabling the people we support to live Their Life: Their Way.
• Promote and understand the outputs from the annual engagement survey and develop and deliver against the regional engagement action plan with the involvement of team members.
• Collaborate with the Workforce Development and Culture team to ensure you create the right workforce for the future.
• Creating and reviewing meaningful succession plans that allow us to nurture grow and retain our talent.
• In partnership with each member of direct team, setting SMART objectives that stretch them and allow them to use their existing skills and develop new ones.
• Holding regular one to one conversations focusing on development, wellbeing and performance.
• Having regular career conversations with team members to understand their ambitions and needs and how you can support them to take ownership for their development and work towards their career goals.
• Responsible for contributing to making the Care & Support Portfolio and your own team within it, a great place to work.
• Ensuring the workforce are treated equally, feel included and valued, and are supported to stay well and pursue their careers at Hft.
• Proactive management of all employee relations issues.
• Collaborate with the People Services team on all matters related to the employee lifecycle.
• In addition to the above, as a manager of people there is a responsibility for everyday management processes, such as payroll accuracy, raising contractual changes, authorising leave requests, recording and managing absences and reviewing flexible working requests.

Leadership

We expect our leaders to be the role models for and the custodians of our culture, making Hft a great place to work, and challenging any subcultures or behaviours that seek to derail this ethos.

Professional & Technical Expertise

As a minimum the postholder will be required to have a Level S Diploma in Leadership and Management for Adult Care or hold a level 3 diploma and be willing to undertake this level 5 apprenticeship qualification within an agreed reasonable timescale of 18 months as part of a development plan.