Carers Service Manager

Responsible to: Director of Governance and Charitable Services

Responsible for: Operational team operating across Herefordshire

Location: Hybrid Home / Office Based – Fred Bulmer Centre, Hereford (minimum two days in the office)

Salary: £30,000

Hours of Work: Full Time – 37.5 hours per week

Key Purpose / WHY?

The Carers Services Manager will play a vital role in leading a team to assist unpaid carers to connect with their communities and access the support they need within Herefordshire. The role will support the Herefordshire team, who deliver the ‘what matters’ assessment to carers and provide bespoke, person-centered information, advice and guidance to people accessing our services. Support includes but is not limited to; one-to-one support, events and activities, as well as signposting and referring to relevant agencies for additional support helping people on their caring journey. The role will work alongside internal teams and external partners to create community connections, develop an outreach support program, linking people to community resources with a focus on preventing the need for escalation to statutory services.

Key accountabilities & responsibilities

• Service Leadership and Delivery
  • Oversee day to day delivery of our commissioned Information, Advice and Guidance service for unpaid Carers in Herefordshire
  • Facilitate the application, review and distribution of small grants to unpaid carers across the region as required
  • Monitor service quality and delivery and report monthly Key Performance Indicators and quarterly monitoring reports to Local Authority Commissioners. Ensure reporting demonstrates the scale, impact, and quality of our services.
  • Meet with commissioners to review service performance quarterly
  • Ensure the service is visible and accessible to carers from all communities
  • Support carer self-identification and address barriers to engagement, including those faced by underrepresented groups of carers
  • Help raise the profile and recognition of TuVida to assist with recruitment, service-user and partner engagement and financial sustainability by contributing to social media presence and the website
• Service Development
  • Work collaboratively with senior colleagues, identifying opportunities for sustainable growth, and working to execute commercial opportunities, including supporting and/or leading on tendering, bidding, and negotiating new business as well as business retention strategies and mobilisation of new business.
• Team Management
  • Lead and develop a team to deliver person-centered outcomes for unpaid carers across Herefordshire providing practical support and guidance as required
  • Provide exemplary leadership and management for the team, including regular team meetings, 121’s and objective setting, caseload management, performance reviews and promoting professional development and well-being
  • Create development plans for team members, identifying training needs and growth opportunities within the team and wider organisation
  • Foster a collaborative team environment that promotes knowledge sharing, continuous improvement, and high-performance standards
  • Delegate effectively while maintaining oversight of service quality and manager satisfaction
  • Oversee recruitment and inductions of new staff
  • Manage leave and staff absence
  • Act as designated safeguarding lead for the team, maintaining high standards of safeguarding practice. Support the team through the process of raising safeguards and following up on safeguarding concerns complying with internal and external agencies policies and procedures.
• Partnership and Stakeholder Engagement
  • Ensure the services work collaboratively with partners and community services, manage the delivery of a program of support and services that help improve the wellbeing of carers and which respond to their needs and aspirations.
  • Lead on increasing the awareness of TuVida’s services in the county, including development of marketing materials, attending events, stakeholder meetings and increasing recognition of and support available for unpaid carers.
  • Build and maintain effective relationships with local authority, health services, and other stakeholders and third sector organisations involved in supporting carers
  • Represent the service at multi-agency meetings and network meetings
  • Promote awareness of carer rights and needs within the community through talks and training

General

As a carers services manager the post holder will be a key brand ambassador and a custodian of our values and our reputation. The post holder will lead by example in every area of their work and will work in accordance with the organisation’s policies and procedures. We are an organisation led by our culture and values. Our expectation is that all employees will adhere to behaviours that demonstrate these values in everything they do and all decisions they make. No matter what role an employee holds in the organisation, we expect them to operate with compassion for our clients and for each other; to fiercely protect and promote the brand and the reputation of the organisation; and to work in a spirit of openness and trust…always challenging practice or behaviour that compromises the reputation or values in any way.

Vision Values

A society where every person who is ill or disabled and every carer can live well and enjoy life

• Pioneering – we will continuously try new approaches and ideas, challenging the status quo.
• Uncompromising – we will do what we say we are going to do and when we are going to do it.
• Compassionate – we are committed to enabling people to have choice over their care and support.

Person Specification

Essential Experience Required

• Experience of leading or managing frontline services.
• Experience of managing staff and/or volunteers.
• Experience of safeguarding responsibilities.
• A network of contacts within local authorities, the health sector and voluntary sector organisations in Herefordshire.
• Experience of working with unpaid carers or people with care/support needs.
• Experience of business case development and bid writing/contract tendering.
• Experience of managing Health & Safety risks.
• Knowledge of the Care Act and carers rights.

Essential Skills and Abilities Required

• Strong leadership and team building skills.
• Able to look at the bigger picture and devise plans and priorities that are clearly aligned to achieving an agreed strategy. To also contribute to decision-making and future strategy development.
• Ability to enact and/or manage change.
• Excellent communication and relationship building skills, able to communicate effectively with service users, external partners, funders and professionals.
• Ability to work co-operatively and effectively with colleagues across the organisation.
• Ability to obtain and provide insight and analysis to ensure funders fully understand the value of our services and that we are meeting contract requirements with a focus on meeting targets and demonstrating outcomes.
• Capacity to resolve complex and/or challenging situations with the ability to influence actions and appropriately and positively respond to constructive criticism or challenge.
• Ability to maintain professional boundaries, including appropriate levels of confidentiality and the requirements of GDPR.

Qualifications Required

• Good working knowledge of Microsoft Office applications.
• Ability and willingness to travel as part of the role and wider organisational requirements.
• A commitment to continual professional development.
• Positive attitude toward carers and committed to equality, diversity and inclusion.
• Knowledge of using CRM systems.
• ILM Level 5 or above.

NB: This role profile is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement. This role profile is an outline of the key tasks and responsibilities of the post, and the post holder may be required to undertake additional duties appropriate to the pay band. The post may change over time to reflect the developing needs of the Charity and its services, as well as the personal development needs of the post holder. This post is exempt under the provisions of the Rehabilitation of Offenders Act (Exceptions) Order 1975 and is subject to an enhanced Disclosure and Barring Service check.