Service Manager

A rare opportunity to join a unique service user charity working with individuals who have, or have had substance use issues, Build on Belief is looking for a Service Manager to run a weekend service based in Buckinghamshire.

We are particularly interested in recruiting someone who has direct working or lived experience of substance use problems.

JOB DESCRIPTION: SERVICE MANAGER

TITLE: Service Manager

SALARY: £24,851.84

HOURS: F/T post, 30 hours per week (Hrs TBC, Saturday and Sunday mandatory)

BASED AT: High Wycombe, HP11 2RZ

REPORTS TO: Operations Manager

JOB PURPOSE: To manage and develop the Weekend Social Club on behalf of the organisation within the agreed business plan.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

1. Running a Service

The Service Manager is responsible for ensuring that the running of a service is done in line with Build on Belief mission to offer a place where clients users and volunteers can get on-going peer support from others with similar experiences through a range of activities, in line with Build on Belief Core Values and abiding by the Policies and Procedures of Build on Belief and the Build on Belief Standards of Practice and Operational Guidelines (hereafter referred to as SOPOG).

1. Staff Management

The Service Manager will be responsible for a small team and will be in charge of ensuring that their Service Support Workers, Team Leaders, Facilitators and Volunteers work within the Policies and Procedures applicable to them and the SOPOG.

They will be responsible for the supervision of their Service Support Workers and the Team Leaders. The remaining volunteers will be supervised by Build on Belief Service Support Workers.

The Service Manager will be accountable for ensuring their Service Support Workers complete accurate timesheets, comply with the Annual Leave policy, report absence, and keep accurate financial records and petty cash and supervise volunteers in accordance with the SOPOG.

The Service Manager will support the Service Support Workers in ensuring that all required reporting and paperwork is submitted on time and to acceptable levels of competency.

1. Finance

The Service Manager is responsible for all financial accounting and reporting related to the day to day running of their service in accordance with the SOPOG.

The Service Manager will be accountable for all petty cash activities in the service centre ensuring the following:

• All financial matter relating to petty cash and vouchers are undertaken in line with the guidelines set down in the SOPOG.
• For the reporting of all financial matters to the Chief Operating Officer within the timelines set down in the SOPOG.
• For accurate and immediate reporting of any financial irregularities to the Chief Operating Officer within 24 hours of them coming to notice.

1. Training

While the in-house training programme will still be delivered centrally, or on-line the Service Manager is accountable for ensuring that they, and/or their Service Support Workers deliver the following workshops to their volunteer teams three times per calendar year:

• Boundaries and Confidentiality
• Safeguarding
• Communication Skills
• Dealing with Difficult Behaviour
• Diversity & Discrimination

1. BoB Policies and Procedures

As per their contract of employment, Service Managers are responsible for abiding by all Build on Belief Policies and Procedures and to make sure Service Support Workers and Volunteers also comply with the policies that are applicable to them. This includes the Standards of Practice and Operating Guidelines.

In addition to compliance with the Serious Incident Policy, all Team Leaders and Service Support Workers are responsible for reporting all incidents occurring in their service as detailed below. The Service Manager is accountable for ensuring the guidelines below are adhered to without exception.

1. Incident Reporting

The Service Managers will be responsible for ensuring Incident Reporting is done within both the guidelines and timelines set out in the SOPOG.

• All incidents, including those that may be considered minor, persistent, and abusive language being and example, will be reported in writing within 24 hours of their occurrence.
• Incidents that take place on-line or through other digital activity will also be reported in writing within 24 hours.
• Incidents will be recorded on the Build on Belief incident report form and sent to the Chief Executive. They will be password protected.
• It is expected that the Chief Executive will be notified by telephone of serious incidents on the day of their occurrence. When the Chief Executive is unavailable, through sickness or annual leave, it is expected that the incident will be reported by telephone to the Office Manager.
• Where applicable, incidents will be uploaded onto Datix within 24 hours of their occurrence.
• Any incident that results in an individual being excluded from a service, for however short a period, will be considered an incident and must be reported in writing within 24 hours of its occurrence. It should be noted, there are no exceptions to the above.

1. Relationship Management

The Service Manager will be accountable to work in partnership with the service providers ensuring an effective and constructive relationship with them as well as engagement with the local community, in compliance with the SOPOG rules and the Code of Conduct making sure all issues and incidents are reported to the Chief Executive.

1. General

• To promote and represent the BoB Social Club to service users and service professionals in the Borough, ensuring access to any service user who might benefit from the project.
• To ensure the services provided by the Social Club are run in a safe, supportive, and non-discriminatory fashion in line with Build on Belief Core Values and abiding by the Policies and Procedures of Build on Belief and the Build on Belief Standards of Practice and Operational Guidelines.
• To ensure the Social Club meets the needs of the service user community in the Borough, and to carry out development work to the service when necessary.
• To ensure the Service Support Workers, Team Leaders, Facilitators and Volunteer work within the Policies and Procedures applicable to them and the SOPOG, and receive supervision as detailed in those policies.
• To ensure that incidents are dealt with effectively and within the guidelines set down in the Policies and Procedures and SOPOG, and that all such incidents are reported in writing as detailed in those policies.
• To work with the Operations Manager regarding the development of the weekend service and the management of volunteers.
• To record statistical data relating to service users attending the Social Club and submit monthly reports to the Operations Manager. To provide end of year statistical reports and analysis of said data, working with the Operations Manager.
• To promote Social Club services and events to service users and service professionals within the Borough in conjunction with the other Managers of BoB services.
• To work with other members of staff to ensure the service is run in line with the Standards of Practice and Operational Guidelines for the charity.
• To attend Build on Belief Management Committee Meeting in the role of Service Manager, and other such meetings as may be deemed necessary, and to work within those meetings for the best interests of the Social Club and the local partnership.
• To prepare for and attend monthly supervision session with the Operations Manager.
• To abide by all the policies and procedures of Build on Belief as given to you at the start of your contract with the organisation.

NOTE WELL: This job specification covers the basic aspects of the post only and is subject to change upon the instruction of the Chief Executive Officer and if necessary, the Board of Trustees.

This post is subject to a Disclosure & Barring Service check at an enhanced level and the right to work in the UK.

Required Experience

Experience of working with service users and/or volunteers in the substance misuse treatment and recovery field or those with complex needs.

Knowledge and Skills

Proven people management skills (i.e.: motivate, engage, supervise a team of local managers to improve the service delivery.)

Knowledge of the range of services and activities available and necessary to improve the quality of life for people who have substance use issues, eligibility criteria and practical ways to develop recovery capital.

Demonstratable skills and ability to establish and maintain effective working relationships with a range of partners within both the statutory and voluntary sectors.

Excellent verbal and written communication skills, with a focus on record keeping, monitoring, case supervision, and report writing.

Good computer skills in the use of Word, Excel and Power-point.

Personal qualities:

The ability to maintain safe professional boundaries with professionals, colleagues, and volunteers/service users at all times.

Demonstrable ability to work under pressure, adapt to changing environments and to balance competing demands.

Employ a flexible, empathetic, and non-judgmental attitude towards those with substance use issues.

Empathy with staff and volunteers who themselves may well be in treatment/recovery. (lived experience of addiction or dependency is not essential but would be clearly valued)

• Additional vacation days
• Career Training
• Company cellphone
• Company laptop
• Company pension plan