Talking Therapies Operational Manager

DHC Talking Therapies is recruiting for an Operational Manager to join our successful Talking Therapies team. This is an exciting opportunity to lead a multi-disciplinary team of therapists and manage working locations. This is a management and leadership role, and you will work closely with the Service Manager and Clinical Team Leads to support the design and implementation of the service.

You will have the ability to inspire, develop and support a team of therapists to ensure they deliver high-quality psychological interventions and work collaboratively to improve organisational performance. You will be an experienced manager supporting a team of therapists, whilst also networking to create and build relationships within the Primary Care Networks and other local services. You will provide regular line management and be responsible for the operational management of service delivery in the given localities.

There is an opportunity for the role to be based across one or more of our working locations across Surrey, and the number may vary depending on working hours and responsibilities.

Working within our Talking Therapies service, which includes both virtual and on-site therapists. For this role, you will need to demonstrate the following:

• Strong experience in managing the performance and welfare of others, including providing effective line management.
• Experience in managing operational aspects of service delivery.
• Working to achieve Governance standards, including management of complaints and incidents.
• Ability to motivate, develop and inspire others.
• Have a suitable and safe working environment to work from home part of the week.
• Skills to manage your own workload under pressure and support others to meet agreed targets.
• Excellent communication skills with the ability to work collaboratively and develop a good rapport with colleagues and external stakeholders.
• A positive attitude and the commitment to support the mental health and well-being of Surrey residents.

DHC Talking Therapies is a patient-focused and proactive community-based NHS provider with strong links to both GPs and our colleagues in DHC's physical health services. We have an excellent reputation for quality and well-run service with great recovery rates, as well as great Clinical supervision and CPD. We have a strong commitment to delivering high-quality community-oriented services, and to working in partnership with service users, carers, health and social care agencies and voluntary agencies.

You will be part of a supportive and experienced team, covering a range of modalities, who value staff wellbeing and development.

• 27 to 33 days Annual Leave plus bank holidays (dependent on NHS-related experience)
• Opportunity to buy or sell annual leave days
• We provide opportunities for training and career development
• Membership of the NHS pension scheme

This is an exciting opportunity to lead a multi-disciplinary team of therapists and manage working locations to continue the development of our Talking Therapies service. DHC is going through an exciting period of growth, and we plan to continue to increase our team of therapists and become the service of choice in the area for referrers and patients.

This is a leadership role supporting the Service Manager and Clinical Team Leads to deliver an exceptional quality, cost-effective Talking Therapies service which meets performance targets against quality and productivity measures.

We are seeking an experienced Manager to manage and grow a team of therapists covering the area and working in sub-groups around the emerging Primary Care Networks. This will involve networking to create new relationships and require flexibility to align with emerging delivery models within general practice and other local services.

The Talking Therapies Operational Manager will have the ability to inspire and manage a team to ensure they deliver high-quality psychological interventions, and will work with others to improve organisational performance. The person needs to be highly motivated to deliver change, build relationships and work with the Service Manager and Clinical Team Leads to create a team that will provide outstanding services for the local population.

The post holder requires strong managerial skills. The main aim of the role is to support the Service Manager and Clinical Team Leads to ensure the team delivers a dynamic, effective and efficient service:

• Responsibility for Service Delivery and development for defined Geographical areas
• To provide highly effective people management, including Line Management responsibilities
• Support the development of the operational aspects of service development
• To be an innovator who embraces change and strives for excellence
• Deputise for the Service Manager or Clinical Lead when required

The post holder is expected to set an exemplary standard and work accurately under pressure with the ability to manage and prioritise their workload and that of the department, providing and receiving information which may require tact, diplomacy and persuasive skills.

• Service Manager and Management team
• Clinical Lead
• Clinical Team Leads
• Advanced and Senior Therapists
• Therapists and other healthcare staff
• Administration/Reception staff
• Patients & Relatives
• Local authorities

NB: This list is not exhaustive as the Post Holder is required to communicate with a wide range of external/internal departments and agencies at all levels.

• Leadership and management:

To be responsible for the operational management of service delivery in given localities, reporting to the Service Manager and working alongside the Clinical Team Leads, Lead Operations Administrator and wider Talking Therapies team.

• To hold Line Management and Meta Line Management responsibility, including the management of performance, sickness, career progression/development and welfare
• The post holder will promote quality in all areas of service work and support the Service Manager/ Clinical Lead in the identification, development and implementation of improvements
• The post holder will support the selection and employment of staff within budget.
• The post holder will have responsibility for non-clinical risk management and health and safety in the workplace.
• The post holder will ensure that the culture is conducive to good health, safety and security. This includes the mental as well as physical health and safety of clients and service staff.
• The post holder will maintain and develop the use of IT systems and staff skills within this area.
• The post holder is responsible for initiating and, with support from the Service manager and Clinical Team leads where required, implementing service developments and projects to improve team and organisational performance.

The post holder will be responsible for supporting the implementation of policies and operating procedures for mental health across the organisation. These will include operational aspects, including governance and audit.

The post holder will support the development of appropriate consultation with service users regarding the working of the service.

Contribute to the development of services for the community less likely to access services, responding to the identified mental health needs of each locality, ensuring services are tailored to the specific needs of each community [homeless, prison, new mothers], ethnic group [Black, Asian, Polish, Portuguese], disability [hearing / long term conditions/ carers], and age [older persons / young adults].

Work collaboratively with colleagues in the 3rd sector to facilitate awareness of our Talking Therapies service.

Work closely with both the Service manager and Clinical Team Leads to ensure service delivery targets and workforce development targets are achieved.

To be a positive and influential member of the team, contributing to a positive work environment and a team ethos of providing excellent patient care in an effective and efficient manner.

To be a positive ambassador for DHC Ltd with particular focus on the Talking Therapies service and its promotion with key stakeholders.

To support the operational running of the team, including (but not limited to) monitoring of waitlists of all pathways and taking action where required, managing complaints and ensuring locations are available that meet both staff and patients needs.

All employees have a duty and responsibility for their own health and safety and the health and safety of colleagues, patients and the general public.

All employees have a responsibility and a legal obligation to ensure that information processed for both patients and staff is kept accurate, confidential, secure and in line with the Data Protection Act (1998) and Security and Confidentiality Policies.

It is the responsibility of all staff that they do not abuse their official position for personal gain, to seek advantage of further private business or other interests in the course of their official duties.

This Job Description does not provide an exhaustive list of duties and may be reviewed in conjunction with the post holder in light of service development.

• Apply and adhere to agreed policies, procedures, and protocols, including national initiatives and propose changes for improvements to departmental working practices.
• Participate in reflection, self-evaluation and continuous professional development, including performance review. Ensure mandatory training is up-to-date at all times.
• Contribute to ongoing projects as required.
• Maintain and encourage safe working practices and environment in accordance with local Health and Safety policies.
• Comply with the requirements of the Caldicott Report, Data Protection Act, Access to Health Records Act and subsequent legislation issued in relation to confidential data.

The post holder must maintain the confidentiality of information about patients, staff and DHC business in accordance with the Data Protection Act 2018 and Caldicott principles.

Formal training in Leadership and Management.

• Experience of working as an operational Leader.
• Experience in managing the performance and welfare of others.
• Experience in managing the operational aspects of service delivery.
• Experience in providing effective Line management.
• Working to achieve Governance standards, including management of complaints and Incident management.
• Worked in a service where agreed targets were in place.
• Experience of working in a Primary Care environment.
• Experience using record systems such as IAPTUS, SystmOne or RADAR.
• Highly developed communication skills in a range of formats to a diverse audience, including highly sensitive and complex information.
• Highly developed people management skills with the ability to motivate, develop and inspire others as well as manage performance, sickness and welfare as required.
• Highly developed organisational skills, including the organisation of others.
• Experience in providing operational leadership.
• Competent IT skills, including working knowledge of Microsoft Office.
• Ability to monitor operational processes within the service and know when to escalate or take action.
• Ability to be an advocate for service, to develop and promote the service to all stakeholders.
• A can do attitude who can meet targets, stay calm under pressure and promote a positive, safe work environment.
• An understanding of mental health.
• Commitment to challenging the stigma of mental illness, seeking to break down barriers to treatment and recovery through continuous service improvement.
• Experience of working with diverse communities and within a multicultural setting.
• Ability and willingness to regularly travel to locations throughout the organisation, some of which are rural and not accessible by Public Transport.
• Experience in managing projects.

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.

£38,000 to £41,000 a year