Head of Quality

About Liaise

Liaise is a leading provider of high-quality specialist support services for adults with complex learning disabilities and needs. Our mission is to ensure that every person we support can live richer, happier lives.

The company has been built through acquisition and organic growth from its first site in London to 37 services in South and East England.

Liaise is backed by Intriva, who acquired the company in September 2021, and backed by our investor we have a clear growth strategy to grow within existing markets and expand out to new geographies over the next 3-4 years. We currently support 270 plus individuals and have 1000 plus staff.

We are proud of our values and believe our team should be Positive, Progressive and Personal on an everyday basis and are now looking for a Head of Quality.

Job Overview

Reporting to the Director of Quality and Governance, the Head of Quality is responsible for leading the Quality Assurance and Improvement programmes across the group and ensuring that the support function operates effectively and efficiently and in alignment with the Company Mission, Vision and Values. They will work collaboratively across operations and central support functions to ensure that care and support services are supported to achieve and maintain the highest quality outcomes.

The Head of Quality will take overall responsibility and ownership of established Quality Assurance and improvement processes, system development and innovation to deliver the strategic aims of the business by:

1. Lead on the development of strategy, policy and guidance that ensures safe, person-centred, high-quality, responsive and legislatively compliant services. Ensuring our services achieve the highest quality outcomes for the people we support.
2. Supporting compliance with all relevant UK regulations as well as achieving ‘Good’ or ‘Outstanding’ ratings with the CQC.
3. Manage quality systems and continuously improve our approach to assurance and improvement, owning the design and innovation of the care management system (Blyssful) and incident reporting system (Radar).
4. Strengthen governance reporting and organisational learning.
5. Develop our inclusion approach including setting up internal Quality Checker team, promoting and developing the work of Liaise Influencers and improving stakeholder communication and feedback mechanisms.
6. Leading the Quality team the Head of Quality will champion quality, safety, human rights and the values of the organization and exhibit the highest standards personally and professionally.

Leadership

1. Lead on developing innovative solutions to drive quality outcomes.
2. Provide advice and guidance to operations on all quality, governance, legal and regulatory matters.
3. Ensure effective partnership working with operational colleagues that supports implementation and change within individual services and the wider group, identifying any operational barriers and supportive solutions to overcome this.
4. Participate in effective team working and the development of productive working relationships. You will ensure communication is effective, respectful, professional and clear, allowing you to communicate with the people we support as well as families, professionals, and our colleagues to achieve positive outcomes for all.
5. Working in partnership develop practice improvement strategies and drive implementation through effective engagement, planning, written policies & guidance, training etc.
6. Provide routine and ad-hoc incident analyses.
7. To engage regularly with the Quality Analyst and provide monthly updates on relevant team Key Performance Indicators and agreed outcomes.

Quality and Compliance

1. Continue to develop our assurance process, maintaining the integrity and continuously improving the process in line with regulatory and legislative changes.
2. Engage with external providers of systems and resources to support improvement as needed.
3. Maintain a suite of quality KPI’s (Compliance, Risk, STOMP, Restrictive practice reduction etc).
4. Support the redevelopment of our approaches to support planning and systems.
5. Contribute to and manage data and soft intelligence gathering to support improvements across services.
6. Experience in home turnaround or home build-up.
7. Experience producing / providing training for other personnel.
8. Robust clinical care knowledge and willingness to expand this knowledge over time.
9. Strong leadership, organisational, and communication skills.

Business Management

1. Ensuring recruitment, induction and retention of colleagues is managed effectively.
2. Escalate concerns professionally to operations colleagues and seek to support a resolution.
3. To represent the company in meetings with regulators, local authorities and other external stakeholders.
4. Work collaboratively with the wider Operations Team to maximise quality outcomes for people we support.

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