Operational Service Manager - ME/CFS

Job description

Job responsibilities

Ensure that resources are deployed effectively and that robust processes are in place to support the provision of efficient, high-quality care to patients.

Responsible for the management of the ME/CFS service within ECCH.

Create an environment that supports clinical and administrative staff to perform their roles to the highest possible level.

Manage the performance of the ME/CFS service to ensure the delivery of key targets, KPIs and measures.

Working with the ECCH operational leadership team, support the development and implementation of relevant programmes to manage ME/CFS service budget.

Ensure meaningful staff, patient and public engagement in service development.

Undertake capacity and demand planning for the ME/CFS service, using the results to inform operational planning for service delivery.

Ensure that the clinical activities are appropriately recorded in order to deliver safe and effective care and ensure good governance.

Engage with internal and external stakeholders; promoting partnerships and co-operative working to improve the interface between services (both internally and with partners such as general practice and adult social care).

Ensure business continuity and risk management arrangements are in place for the ME/CFS service.

Take responsibility for the delivery of organisational objectives within the ME/CFS service.

Deputise for the Associate Director of Health Inequalities when appropriate and as required.

Leadership

Lead service developments and transformation.

Employ effective communication, negotiation and influencing skills to enable the internal clinical team to deliver ECCH objectives.

Manage potentially aggressive and/or antagonistic conflicting situations with staff and stakeholders for successful outcomes (for example mediating between clinicians with contradictory views on service transformation, working with partner agencies to best support patients within our care).

Build effective partnerships with a range of stakeholders to ensure the delivery of transformation plans resulting in sustainable change for the local health economy, this will include the development of personal relationships with key internal and external contacts and using these relationships to build wider connections between teams.

Have an in-depth understanding of national policy and future strategy for the NHS and related areas of Health and Social Care, working with ECCH Operational Leadership to translate and communicate this for the ME/CFS team to ensure that staff are fully aware of the implications and opportunities that arise from this.

Responsible for policy implementation and development across the ME/CFS service, interpreting national guidance and translating this into local delivery.

Provide operational management to staff within the ME/CFS service, working with clinical leads to ensure the delivery of high-quality services to patients.

Staff Management

Accountable as the lead operational manager for the ME/CFS service, proving line management to clinicians employed within the service.

Be conversant with ECCH employment practices and policies and to be responsible for the recruitment of staff within the ME/CFS service and, working with the HR business partner, ensure the application of relevant policies to support staff to undertake their roles effectively.

Ensure there are effective systems to identify ME/CFS staff training needs, and identify how to meet these, working with the Education and Training team.

Responsible for the implementation of corporate and mandatory training for all staff within the ME/CFS service and ensure that appropriate monitoring is undertaken.

Responsible for the implementation, delivery and monitoring of staff appraisal and personal development plans within the ME/CFS service.

Support the Operational Leadership Team to undertake annual workforce planning.

Utilise Workforce Information (for example recruitment and retention or sickness) to improve employment practice in the service and target interventions where these will have greatest impact on service delivery.

Service Delivery

Lead the operational delivery of the ME/CFS service to ensure patient care is delivered to a consistently high standard.

Work with the Operational Leadership and Quality teams to develop the clinical strategy for the ME/CFS service, using expertise to ensure that the strategy can be translated into practical operational delivery.

Responsible for the delivery of all activity and access targets within the ME/CFS service.

Act as representative with partner organisations (ICBs, Local Authorities, Voluntary Agencies) to ensure collaborative working practices and to represent ECCHs interests at all levels.

Support the business manager to develop a business plan for the group of designated specialities within the Care Group, plan yearly profile activity and identify adverse trends. Develop and monitor actions plans as necessary to remedy problems, escalating within the Care Group where required.

Lead the implementation and evaluation of service improvements, modernisation and transformation within the ME/CFS service, working with the wider ECCH Operational Leadership Team as required.

Support the Operational Leadership Team to ensure that quality standards, both those agreed locally and those dictated by national policy are achieved. Working within the established local quality standards, to improve patient care and service efficiency.

Be responsible for ensuring effective clinical governance structures and risk management strategies are implemented across the ME/CFS service, including management of risks and incidents.

Take a lead on the investigation, reporting and action planning of complaints, litigation issues and adverse incidents within agreed timescales, associated with the ME/CFS service.

Finance

Responsible and accountable for the ME/CFS service budget (budget holder), undertaking continuous trend analysis and implementation of remedial action to ensure budget balances at the end of each financial year, providing appropriate financial and activity information to the Operational Leadership Team when required.

Participate in and inform an annual budget setting process in conjunction with the Operational Leadership and Finance teams.

Ensure a scheme of delegation is in place for the ME/CFS service that is in line with ECCH policy and that all staff understand their roles and responsibilities with regards to good financial management.

All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role.

Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.

Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.

Person Specification

Personal Attributes

Essential

• Demonstrate excellent communications skills showing the ability to communicate with a wide range of staff with differing responsibility and professional backgrounds
• Ability to analyse highly complex information, requiring analysis, interpretation and comparison of a range of options to support managerial decision making
• Full range of IT skills
• Ability to work collaboratively within diverse teams in a variety of settings
• Understand and uphold the legal responsibilities of the service and able to present information, written and orally, in a clear and logical manner
• Develop and monitor relevant service standards and policies
• Ability to comprehend and work within relevant Trusts policies such as Health and Safety
• Promote and lead risk management/clinical governance and its implications to the relevant specialty
• Ability to cope working in a stressful environment and with emotional or aggressive patients, carers and staff
• Ability to work as a team member
• Assertiveness and confidence with the ability to make independent decisions
• Motivational, forward-thinking attitude and enthusiastic
• Flexible
• Approachable, empathetic and able to recognise potential in others
• Reliable
• Problem solving
• Able to maintain judgement under pressure
• Awareness of limitations of scope of practice
• Ability to take responsibility for appropriate workload
• Clear vision of role/commitment to specialty
• Willingness and ability to work across different sites and travel to alternative sites and across the community as required
• Ability to embrace our Culture, Values and Signature Behaviours:
• (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together).

Skills and Knowledge

Essential

• Demonstrate record of management of complex health related performance management targets
• Experience of change management, policy development, organisational change, service development
• Experience in NHS complaints management
• Knowledge of a comprehensive range of Human Resource processes essential for staff management and service development
• Demonstrate experience of budgetary and financial management skills
• Evidence of an in-depth knowledge of NHS priorities, processes and operational issues
• Experience of managing or supervising of junior staff
• Involvement in/ability to lead and promote audit, research and understanding of quality issues
• Ability to pass on skills/knowledge to others within both formal and informal environments
• Evidence of collaboration with other organisations
• Understand the implications of a cost improvement programme

Desirable

• Experience or report writing and presentation skills
• Understanding of corporate needs with regard to decision making and service developments
• Experience of significant service redesign
• Experience of user involvement
• Counselling skills
• Evidence of personal accountability for cost improvement programme
• Ability to demonstrate skill at writing, defining and implementing business cases

Qualifications

Essential

• Educated to degree level or equivalent qualification or experience
• Post graduate qualification or equivalent experience
• Evidence of continued professional development
• Willingness and aptitude to undertake further training as required to carry out the role

Desirable

• NHS management experience at band 7 level or above or equivalent
• Recognised higher level qualification/masters (e.g. MBA, MA)/post graduate qualification in a relevant area or masters level equivalent course

Experience

Essential

• Significant experience of the Acute or Community Health Provider sector with previous experience of working at senior management level
• Demonstrable leadership experience with evidence of affecting change, process redesign and establishing monitoring / evaluation mechanisms within a NHS / Healthcare setting.

Desirable

• Experience of working within NHS Community Health Services

Disclosure and Barring Service Check

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.

Employer details

Employer name

East Coast Community Healthcare CIC

Address

Hamilton House

Battery Green Road

Lowestoft

Suffolk

NR32 1DE

Employer's website

https://www.ecch.org/ (Opens in a new tab)