San Remo Service Manager

at  Dublin Simon Community

As the Service Manager for San Remo STA Service, you will lead the management and development of the service. The manager will be responsible to ensure that client services operate at a high standard, meeting practice standards, and meeting the needs of homeless individuals in the community, while effectively managing and supporting the team. The manager will lead a team that promotes community integration and supports clients that are at risk of becoming homeless.
The manager should have excellent communication and team building skills with a resilient and confident manner which is demonstrated by an ability to work on your own initiative and as part of the broader Management Team. We are a Community at Dublin Simon, so it is important to be good at building strong working relationships with all internal and external stakeholders. Excellent attention to detail is important, as is the ability to work under pressure in a fast-paced environment; strong work ethic is something we value, as is flexibility and adaptability. The manager should be solution orientated with a positive attitude.
Location: Bray, Wicklow.
Job Purpose: The manager will oversee all operations of San Remo STA.
Reports to: Senior Manager, Regional & Tenancy Services.

CORE JOB REQUIREMENTS

• Overseeing all aspects of the care and case management system including co-ordination and chairing of Case Review meetings, Monthly check that all PASS and 360 Salesforce records are up to date and direct supervision of staff around assessment, support planning and interagency protocols for both services.
• Managing a robust referral system ensuring all clients are allocated a keyworker and all referrals are logged.
• The manger will be responsible for overseeing risk and incident management for teams. Ensure service risk register is updated quarterly.
• Actively engage in service development needs and lead the teams through change.
• Ensure expenses management and procedures are adhered to and managed and oversee sign off on expenses and management of same. Conduct monthly audits to ensure practices are in line with policy.
• Carry out supervision with all staff and conduct yearly performance reviews and manage probation reviews accordingly.
• Work closely with senior manager ensuring there is strong communication between the managers and teams
• Demonstrate a commitment to providing the highest quality of service, working within best practice and quality standards, including NQSF.
• Co-ordinate the allocation of cases among staff considering caseloads, area of work and travel requirements ensuring efficiencies in allocation of work.
• Manage all reporting requirements including Monthly Managers reports, service KPI sheets, invoices for payment, statistic reports, HSE reports and other are submitted and complete accurately.
• Work closely with Local authorities to manage complex cases, referrals and respond to service development needs.
• Liaise with HR relating to all aspects of staff management, ensuring that TMS is up to date and all forms/procedures are completed as required.
• Take responsibility for the induction of new staff, volunteers, graduates & student placements and ensure the ongoing CPD (Continuous Professional Development) of all staff as well as your own.
• Manager will attend NLC (Neighbourhood Liaison Committee) Meetings and other relevant meetings with stakeholders.
• Provide a high standard of service ensuring client satisfaction as it pertains to services and a prompt resolution to complaints and participate in the organisation client satisfaction survey following up on any corrective actions arising from it.
• Lead on continuous improvement initiatives, team development, systems implementation and benchmark best practice standards in conjunction with the quality office and HR.
• Ensure adequate capacity and resource planning are addressed to respond to all allocations and provide resources to staff to respond effectively e.g. vehicles, IT support, travel tickets etc.
• Develop, protect, and nurture strong internal and external relationships particularly with Local Authority partners and funders in HSE. Monitor and measure established relationships continuously.
• Actively participate as part of the organisations management team to develop innovative responses to strategic requirements and develop a service scorecard for team with KPI sheet, individual action plans for staff which will be formally reviewed quarterly.
• Participate & lead in any tendering process related to your service or others that may require your support.
• Work with communications team as required and monitor media requests with senior manager.
• Ensure that work is completed within agreed budget, effective utilisation and distribution of resources, ensuring regular monitoring and control. Ensure all costs are controlled without compromising standards and service delivery.
• Participate in the on-call rota as laid down in the policy covering this area.
• Perform all relevant administration including monthly budget reviews, function reports & scorecard updates.
• Participate in FMT meetings and events.
• Ensure staff training is up to date and allocate time for staff to attend training.
• Ensure all service PPG’s are reviewed regularly and in date including safety statement for the service.
• Foster team development and engagement through team building days, activities and planning days.
• Represent service at sector meetings.

QUALIFICATION

• A recognised third level qualification in a relevant field.
• Full, clean drivers’ licence and car and able to travel as required to regional meetings including monthly meetings in Dublin City
• Proficient in IT skills use of excel and Microsoft and familiar with online information systems.

EXPERIENCE

• Min 2 years’ experience working with vulnerable and disadvantaged groups of which at least 1 years’ experience in homeless services
• Demonstrated experience working in Non-profit sector and ability to manage the complexity of staffing and client issues arising
• Experience managing clients in a community support environment and evidence of knowledge base relating to community stakeholders
• Record keeping and report writing.
• Skilled in change management

KNOWLEDGE

• Knowledge of services in the Homeless sector
• Knowledge of Homeless Families and their needs in a visiting support environment
• Understanding of why people become homeless and the needs they have.
• Problem solving and Decision Making
• Delegation and Communication
• Finance
• People management and supervision
• Organisation skills
• Leadership and Motivation of others
• Planning and Project management skills
• Attitude and Motivation of Self
• Evidence Based Professional Practice