JOB TITLE:                                  Service Manager

RESPONSIBLE TO:                     Chief Executive Officer

HOURS OF WORK:                    37.5 hours per week

BASED AT:                                 11/13 Queen Street, Worksop, Notts, S80 2AN

HOLIDAYS:                                 28 days – including statutory holidays (pro rata)

SALARY:                                    £31,500.00 per annum

Main Duties and Responsibilities

• Direct the work of Support Workers and Wardens, ensuring that the team are working efficiently and effectively, providing continuity of service for clients.
• Ensure organisational standards are being met in the accommodation service across all Hope properties.
• Draw up rotas in advance for sign-off from the CEO.
• Monitor staff attendance and report absences promptly to the Management Team.
• Motivate the team through regular one to one supervisions and by modelling good
• Practice.
• Monitor and manage team performance and progress reporting issues at the Management Team meetings.
• Identify staff training needs and submit requests to the Office Manager.
• Ensure adequate procedures are in place, policy is clear and understood by both staff and clients.
• Supervise the delivery of other services provided on site.
• Ensure that weekly property inspections are undertaken by the Wardens and that all health and safety requirements are being met, and they are reporting and recording any actions and concerns promptly to you on a weekly basis.
• Carry out monthly property inspections on all Hope properties.
• Work with the Office Manager to manage all Health and Safety issues.
• Assist in the recruitment and selection of staff and volunteers.
• Undertake regular file reviews ensuring all client files are regularly updated and are maintained in line with Hope’s requirements.
• Ensure that Support Workers are monitoring the needs of clients, and monitor the initial and further risk assessments against the clients support plan to ensure progress is being made and monitored.
• Monitor Support Worker caseloads and ensure that reports are completed thoroughly and accurately by the Support Worker and in an acceptable timeframe.
• Ensure housing benefit and council tax applications are completed adequately and submitted in a timely fashion.
• Undertake disciplinary and grievance procedures as necessary.
• Undertake evictions if these arise.
• Develop assessment criteria to determine suitability of clients applying for accommodation, and confirm applications submitted by Support Worker on behalf of clients.   
• Deal with complaints from clients
• Implement the warnings and exclusions’ policy where necessary.
• Ensure work with clients is tangible and leads to positive outcomes, and that Support workers are recording all outcomes.
• Submit verified staff time sheets and rotas to the Finance Manager /CEO for payment.
• Take overall responsibility for the hostel petty cash system.
• Ensure client charges are received, recorded and received by the Service Administrator and Finance Manager.
• Identify Health and Safety issues and action in line with policy and procedure.
• Keep up to date Health and Safety records in line with regulations.
• Take overall responsibility for accurate risk assessment recordings and actions.
• Take overall responsibility for the safeguarding of accommodation service staff and clients.
• Keep up to date incident reports.
• Work in partnership with other agencies to ensure a high standard of service is delivered.
• Monitor equality and diversity, ensuring an accessible service to all clients.
• Attend case conferences, joint assessments and meetings as necessary and directed by the CEO.
• Promote the service to a wider community.
• Provide written monthly reports for management/board meetings as required by the CEO.
• Provide statistical information as required by the CEO.
• To respect the confidential nature of the work.
• To participate in appropriate training and staff development programmes.
• To promote and ensure the implementation and compliance with Hope’s policies.
• To ensure that organisational services are delivered in accordance with Hope’s equal opportunity policy.
• Meet the requirements of rota systems.
• Work closely with the Finance Manager/Deputy CEO in CEO absence.
• To be on the on-call rota and available, when on call, to be on site when required in an emergency.

Person Specification

Essential

• Experience of motivating and managing staff.
• Excellent writing skills with the ability to produce concise and relevant proposals with meticulous attention to detail.
• Proven work experience and in-depth understanding of funding procedures, rules and regulations.
• Ability to be flexible and your skills in problem solving.
• High standard of computer literacy (Excel, Word, Outlook).
• Ability to plan, prioritise and work within agreed timeframes.
• Excellent communication, presentation and interpersonal skills.
• A working knowledge of and commitment to, equal opportunities and anti-discriminatory practice.
• An understanding of the need and practice for confidentiality.
• Ability to work on your own initiative, as part of a team, under pressure and with high levels of self-motivation.
• A thorough understanding of adult safeguarding and working with vulnerable people.
• Experience in managing contracts including quality assurance of services and the importance of monitoring and evaluating services.

Desirable

• An understanding of homelessness and relevant issues.

Application deadline: Applications will be continuously reviewed, and the advert will close when short listing has been completed

Expected start date: ASAP

Location

Worksop S80 2AN

Benefits: Casual dress, Company pension

Download our APPLICATION FORM and Email to:  gemma.king@hopeservices.org.uk
Successful applicants will need to carry out a current DBS check.