OPERATIONS MANAGER CARERS Information, Advice and Support Service

OPERATIONS MANAGER CARERS Information, Advice and Support Service

At YVHSC

Job Description

Responsible to: Director of Service 

Responsible for: Management of Carers Information, Advice and Support Services

Based at either: Forest Hill SE23 2LB OR Ealing W5 5RG with opportunity for some remote
working.

Purpose of the job:

The Operations Manager will be responsible for managing, planning and delivering Carers Information and Advice (IAS) Services to support all carers caring for an adult. The post holder will have direct management responsibility for two IAS services in Ealing and Lewisham, overseeing all aspects of service delivery and direct line management responsibility for a team of 5. It is expected the successful candidate will spend one day per week in each location, with option to work remotely on remaining days. Travel to the second service will be paid. 

Accountability for successful service delivery will rest with the role holder with supervisory support from the Carers Director and Central services. This is an exciting opportunity to join a growing Carers Directorate, implement a new service, support service developments and provide improved support for Carers.

Main Responsibilities
Service delivery

• Deliver a comprehensive, high-quality support information and advice service for Carers which meets current, emerging and future needs and is compliant with all contractual obligations
• Set up and monitor an effective referral process into the service via telephone, email and online enquiries ensuring there is a smooth process for both self-referrals and 3rd party referrals.
• Compile and maintain effective records and systems in relation to the service, ensuring all policies and procedures are adhered to and that records are maintained in accordance with the Data Protection Act as well as all current legislation, standards and best practice.
• Provide accurate quarterly reporting and attend all meetings required by the funders in compliance with contractual requirements.

Managing Staff and Volunteers

• Manage and supervise Officers in the planning and delivery of the service ensuring supervision requirements and training needs are met in line with policies and procedures.
• Support volunteers to assist in service delivery.

Reporting

• Create and oversee the application of outcome measure tools to ensure consistent and timely evaluation of the service which complies with contractual obligations and best practice
• Create reports, data and statistics on the service to provide to funders and other stakeholders as required.

Outreach and Partnership Work

• Contribute to the creation of service information packs and promotional material and ensure all social, digital and print media are fully up to date with relevant, factual and accurate information and advice that is relevant to carers. Ensure that this information is shared widely to promote the service.
• Network and maintain relationships with other local agencies to expand opportunities for partnership working.
• Liaise, work, and create effective relationships with other voluntary, statutory and private agencies and services as necessary to help identify carers and develop the service.
• Implement outreach work within local community settings and GP surgeries to promote awareness of carers and their needs amongst professionals, agencies and the public at large to ensure that new referrals are being made to the service
• Maintain relationships with other carer organisations to expand knowledge of best practice and promote awareness of the service.

Other responsibilities

• Work collaboratively with other members of the Carers Directorate and YVHSC teams to maintain knowledge of available supports and services to carers and their families and inform colleagues of any updates in the IAS services
• Ensure own knowledge and understanding of all internal policies and procedures as well as all relevant, external strategies, policies and legislation
• Meet legislative and all relevant regulatory requirements
• Ensure the views of carers are upheld across the organisation
• Carry out duties in accordance with service principles, policies and procedures
• Liaise with health, social care and other providers on improving and linking the delivery of services to people in the borough
• Participate in borough-wide planning groups with statutory and voluntary agencies to represent the needs and interests of carers
• Undertake from time to time such other tasks as may be required including administrative duties in connection with the post
• Uphold and implement the policies and procedures of YVHSC throughout all aspects of the work of the organisation.

The interviews will be scheduled as applications come in – rather than the deadline for applications.