JOB TITLE: Service Manager
REPORTS TO: Head of Services
LOCATION: Good Shepherd Services: Regional Support Service, Longford
DATE OF JOB DESCRIPTION: March 2025
Purpose of the Post
The Service Manager will oversee all aspects of effective service delivery in the 24-hour provision of support within the Regional Support Service: Midlands Regions. To manage the service on a day-to-day basis so that the incidence of homelessness is minimized and positive outcomes are achieved for all service users.
In Conjunction With The Head Of Services:
* Provide leadership to developing and sustaining a service designed to assist staff to support service users to resolve their problems and live a good quality life.
* Develop and evaluate service plans to ensure services are delivered in line with changing national and regional policies, operational plans of HSE- Social Inclusion/Primary Care requirements/Local Authorities KPI and policies to address the needs of service users are met.
* Inform relevant strategies and plans in response to changing demographics, legislation, national policy, local strategies and plans and to the views of the community and stakeholders.
* Manage the project workers in implementation of Care & Case Management based on the HSE National Drugs Rehabilitation Framework and facilitate the provision of care and support within a health and social care setting.
* To develop and sustain a service that effectively and efficiently delivers high quality personal outcomes for customers.
Environment of the Post
GSCK provides Regional Support Services to people at risk and/or experiencing homelessness in line with agreed targets with the Regional Management structure. The services are low threshold in nature.
Guidance and Authority
The service manager will report to the Head of Services of GSCK, who in turn reports to the CEO, who reports to the Chairperson of the Board of Directors.
Duties And Responsibilities
Leadership
* To assist in creating a management culture within the team which is service user focused, forward-looking and flexible.
* To competently ensure all communication about the service is communicated in a professional, accurate and effective manner.
* To represent the service and the wider organisation in a competent and professional manner maintaining the highest professional standards at all times through developing and maintaining strong operational links with a range of statutory & voluntary organisations.
* To network/liaise with external agencies by engaging positively on an interagency care planning basis and collaborating with all relevant agencies for running of the services.
* To manage, monitor and respond effectively and appropriately to the community and other agencies or individuals who have complaints about the service.
Strategic & Policy
* To ensure that the service is relevant, service user focused and supports the national, regional and local strategic aims.
* To contribute data, analysis and commentary to the statutory funders.
* To assist in the development of, and to implement, monitor and review GSCK policies, procedures and ensure that they are in accordance with overall organisational policies and procedures, National Frameworks.
* To support the Head of Services ensure that the service meets all contractual and statutory obligations at a high professional standard.
* To ensure the delivery of housing related support to GSCK service users is in accordance with internal and external quality standards and relevant social policy.
* To lead on and identify gaps and improvements in service provision and bring these to the attention of Head of Services and Statutory funders to find solutions to meet identified needs, to achieve continuous improvement and high professional standards.
Service Delivery & Housing Management
* In conjunction with the Head of Services to support on and ensure that service delivery is compliant with all relevant Service Level Agreement/Grant Aid Agreement & special conditions to achieve high professional standards.
* To manage the service on a day-to-day basis, ensuring cost-effective utilisation of staff resources.
* To ensure that policies and procedures are developed in line with the National Homeless Standards & National Standards for Better Safer Healthcare, up to date and implemented so that decisions affecting service users are in line with best practice, fair and consistent.
* Ensure the implementation of care & case management for service users through needs assessment, care planning, shared care and reviews.
* To manage GSCK, ensuring a high quality environment and good relations with residents.
* To manage key decisions regarding referrals and allocations, ensuring fair access and exit in line with GSCK policy and Equality and Human Rights Duty.
* To manage and ensure that the service has a maximisation of occupancy levels and a minimisation of voids.
* To ensure that accidents, incidents and possible cases of occupational illness are investigated adequately.
* To ensure that an adequate standard of cleanliness is maintained in all communal areas.
* To ensure that residents comply with Conditions of Occupancy and take appropriate action where necessary.
* To be responsible for financial management of the service, including maintenance of the register of residents, collection of rents and service charges.
* To ensure that all GSCK records are adequate and kept up to date on the PASS System.
People Management
* To have overall operational responsibility for the management of the GSCK staff, and all other contracted staff and relief workers.
* To lead and motivate staff to perform effectively and in line with internal and external quality standards.
* To participate in the recruitment and selection of staff in partnership with statutory funders.
* To identify training needs of staff and ensure the training needs are addressed.
* To provide effective communication to all staff through written information, team meetings and formal supervision.
* To ensure that all service policy and procedure is understood and implemented by service delivery staff consistently and effectively.
* To ensure that high standards are maintained through the appropriate use of assessment and care/support planning for individuals.
General
* Ensuring appropriate records, including statistics, are maintained, in line with data protection and freedom of information Acts.
* Liaising with the Operations Manager on matters in relation to budget, efficiency, quality and cost saving measures.
* To be responsible for the maintenance of buildings and grounds.
* Discharging such other duties and responsibilities, relevant to the post, as may be assigned from time to time by the Head of Services.
Eligibility Criteria Qualifications
Possess a Bachelors degree (Ord) in Social Care Practice (Level 7 on the QQI framework) or a Bachelors degree (Hons) in Social Care Practice (Level 8 on the QQI framework) or an equivalent qualification and a minimum of 2 years experience in a managerial role in a similar environment.
* Significant experience in managing and/or delivering a complex service as relevant to this role.
* Significant operational experience in managing and delivering change in a complex environment.
* Experience of managing and working collaboratively with multiple internal and external stakeholders.
* Experience of managing a team.
Demonstrate:
Professional Knowledge/Experience Skills & Competencies
* Knowledge and understanding of the Homelessness, Mental Health, Substance Misuse & vulnerable marginalised persons.
* A knowledge and understanding of service planning, performance monitoring and Quality Assurance.
* Knowledge and understanding of Data Protection and Freedom of Information legislation.
* Knowledge and understanding of key National Homeless and Health policies.
* Strong report writing skills.
Critical Analysis & Decision Making
* The ability to evaluate complex information from a variety of sources and make effective decisions.
* Effective problem solving skills.
Operational Excellence - Managing & Delivering Results
* A proven ability to prioritise, organise and schedule a wide variety of tasks.
* Strong evidence of excellent financial planning and expenditure management.
Teamwork, Leadership & Building and Maintaining Relationships
* The ability to work both independently and as part of a team.
* A capacity to inspire teams to the confident delivery of excellent services.
Communication & Interpersonal Skills
* Excellent interpersonal and communications skills to facilitate work with a wide range of individuals and groups.
Commitment to a Quality Service
* Evidence of interest and passion in engaging with and delivering on better outcomes for service users.
Seniority level: Director
Employment type: Full-time
Job function: Other
Industries: Administrative and Support Services
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