Job title: Service Manager Adult Services

Job location: flexible (any Care Inspectorate office)

Responsible to: Chief Inspector Adult Services

Job purpose

  • Support the Chief Inspector Adult Services in ensuring that the Care Inspectorate meets its responsibilities as defined by the Public Services Reform (Scotland) Act 2010 and other relevant legislation, to inspect and improve the quality of care and social work services in Scotland in a collaborative way.
  • Support the Chief Inspector Adult Services in providing strategic leadership in developing, implementing and monitoring approaches to quality assurance, performance management, recruitment, training, development and support of staff.
  • Support the Chief Inspector Adult Services to ensure that appropriate management strategies are in place to ensure the planning, development and delivery of assurance activities to ensure that the Care Inspectorate performs effectively and efficiently as an independent scrutiny body.
  • Support the Chief Inspector Adult Services to provide strategic collaborative working with partners across adult services.
  • Deputise for the Chief Inspector Adult Services as required.
  • Work with the Chief Executive, Executive Directors and Senior Management Team to support significant cultural change; consolidate excellence in the Care Inspectorate’s activities and continue to invest in our competent, confident workforce in a way that puts collaboration at the core of our work.
  • The role of Service Manager supports or carries out regulatory or strategic scrutiny activity by exercising ‘authorised person’ functions in terms of the Public Services Reform (Scotland) Act or secondary legislation made thereunder are ancillary to the Care Inspectorate’s primary authorised officer role and are defined as secondary authorised officers.  This role supports or carries out regulatory or strategic scrutiny activity, however the role purpose is broader than simply exercising the organisation’s inspection powers defined in the Public Services Reform (Scotland) Act 2010 and secondary legislation made thereunder.

This job description is a broad picture of the post at the date of preparation. It is not an exhaustive list of all duties, and we recognise that jobs change and evolve over time.

Principal working contacts

  • Executive Director of Scrutiny & Assurance
  • Chief Inspectors
  • Executive Team
  • Senior Management Team
  • Team Managers
  • Strategic Inspectors
  • Regulated Care Inspectors
  • Care Inspectorate colleagues
  • Scottish Government Officials
  • Integration Authorities, Local Authorities, Health Boards, Agencies and Other Scrutiny Bodies
  • Community Planning Partnerships
  • External Stakeholders
  • Sponsor Department
  • Chief Social Work Officers
  • Police Scotland
  • NHS

Key accountabilities

Strategic management

  • Support the Chief Inspector Adult Services to develop, deliver, monitor, and review the regulatory practices, processes and procedures in adult and services to deliver robust, outcome focussed scrutiny, assurance and improvement and other activities which support continuous improvement in care and social work services.
  • Support the Chief Inspector Adult Services with developing, implementing and monitoring an integrated approach to quality assurance, self-evaluation, best value and consolidating excellence.
  • Support the Chief Inspector Adult Services with developing implementing and monitoring an integrated approach to performance and resource management.
  • Support the Chief Inspector Adult Services with the recruitment, training, development and support of staff in inspection to support their continuous professional development and increase staff confidence and competence.
  • Coordinate the work of relationship managers, expert groups and quality and provide strategic leadership working with partners in adult care.
  • Coordinate / lead the work of expert groups and quality.
  • Coordinate and input to formal and informal consultations.
  • Support the Chief Inspector Adult Services to ensure that the assurance functions work efficiently and effectively.
  • Support the Chief Inspector Adults , working with the Chief Inspector Registration and Complaints to ensure that the scrutiny and registration/complaints functions work efficiently and effectively and we monitor the impact and learning for adult services.
  • In conjunction with the Chief Inspector Adult Services support the implementation of the day to day delivery of adults care service scrutiny assurance and improvement activity for the Care Inspectorate and contribute to its direction, ensuring that all legislative requirements are met.
  • Support the Chief Inspector Adult Services to formulate objectives, strategies, action plans and targets for all inspection activity in respect of the regulated care services for adults and ensure that these are achieved.
  • Support the Chief Inspector Adult Services to build the diverse strands of strategic and regulated care service scrutiny assurance and improvement activity into a cohesive, integrated, and productive approach, aligned to the achievement of the Care Inspectorate’s corporate aims and objectives, focusing on consolidating excellence in all aspects of the Care Inspectorate’s work.

Operational management

  • Support the Chief Inspector Adult Services with day to day responsibility for the efficient and effective operational delivery of regulated care activity for adults.
  • Support the Chief Inspector Adult Services to develop innovative approaches to support the continuous improvement of the Care Inspectorate’s scrutiny, assurance, and improvement work, including the development of quality systems, designed around creative problem-solving and bringing new thinking, delivery mechanisms and solutions to the Care Inspectorate.
  • Help ensure operational activities are delivered efficiently and adhere to the principles of best value.
  • Prepare and present reports to the Executive Team, Senior Management Team, Board and Committees of the Care Inspectorate that are both timely, and informed.
  • Deputise for the Chief Inspector Adult Services and undertake such other duties as may be required by the Chief Executive, Senior Management Team or Executive Directors.

People management

  • Guide, support, and direct staff and ensure that their work is carried out in an effective, efficient and consistent manner and meets the standards, targets and requirements of the Care Inspectorate.
  • Support develop and mentor direct reports through regular supervision, performance development reviews and personal development plans to help build a competent and confident workforce where individuals are developed and supported to reach their potential.
  • Promote consistent, high quality practice amongst staff encouraging them to give of their best and continually strive to improve performance and consolidate excellence.
  • Manage the performance and monitor standards and consistency of practice of all staff delivering inspection activity within the care services for adults.
  • Support the recruitment and development of all employees, and the implementation of HR policies, within the function, ensuring that Care Inspectorate objectives are translated into meaningful and realistic personal objectives for staff and team plans.
  • Promote diversity and equality of opportunity, ensuring that these principles are upheld across all areas of service delivery.
  • Promote the health, safety and welfare of employees and carry out your duties in accordance with our Health and Safety policies, procedures, guidance, practices and legislative requirements, taking reasonable care for your safety and that of others who may be affected by what you do or fail to do while at work.

Relationship management

  • Ensure productive and smooth working arrangements and protocols between staff delivering all care service scrutiny, assurance, and improvement activity in respect of services for adults and all other Care Inspectorate employees.
  • In conjunction with the Chief Inspector Adult Services, help to facilitate and deliver business and cultural change within the Care Inspectorate.
  • In conjunction with the Chief Inspector Adult Services help promote customer focus internally and externally, supporting staff to work collaboratively with colleagues across the Care Inspectorate, as well as with people who use services and their carers, the Partnership Forum, scrutiny partners, service providers, government, health, and other bodies.
  • Develop effective working relationships with the Senior Management Team to ensure effective collaborative working and strong customer focus.
  • Promote the principles of collaborative working throughout the organisation and in all working practices in accordance with the Care Inspectorate’s Partnership Agreement.
  • Develop and maintain productive and effective working relationships with a range of appropriate external stakeholders and relevant key policy contacts within national bodies, Scottish Government, local authorities, integrated joint boards and health boards, together with relevant, designated regulatory and quality assurance bodies and other statutory agencies with responsibilities for service delivery and commissioning. Use these relationships to continually improve service delivery, strengthen collaborative working, and promote the work of the Care Inspectorate.
  • Provide leadership, contribute to, and promote, the continuous development of the Care Inspectorate, managing change effectively and creatively.
  • Support the deployment of appropriate mechanisms to consult with all relevant stakeholders concerned in the delivery of inspection of care, ensuring we fulfill our duty of user focus and that this informs continuous improvement in our work.
  • Support, promote and encourage public, care user and carer participation in, and consultation about, the work of the Care Inspectorate.

Other duties

This is not a contractual document. We will expect the post holder to carry out any other duties to the equivalent level that are necessary to fulfil the purpose of the job, and to respond positively to changing business needs.

This job requires some travel and may involve some overnight stays and unsocial hours.

Person specification

Attributes

We will use these attributes to recruit the role.

Experience

Essential:

  • Significant experience of working in adult health and social care/work and understanding of the diverse nature of adult care.
  • Significant experience of leading and managing staff in the area of adult health and social work/social care
  • An understanding of the scrutiny and scrutiny and assurance work or the Care Inspectorate.
  • Significant experience of developing and/ or applying quality assurance/improvement frameworks to support self-evaluation and continuous improvement
  • Experience of stakeholder engagement at both a strategic and operational level, particularly in the context of planning, developing, commissioning and delivering high quality services.
  • Experience in quality assurance, self-evaluation, performance management and the recruitment, training, development and support of staff.
  • Demonstrable evidence of strategic planning and delivery of services and supporting and embedding sustainable transformational change.
  • Experience of collaborative and values-based leadership including working with partners at both a strategic and operational level.
  • Experience of managing programmes of work to meet strategic objectives.

Desirable:

  • Experience of managing and delivering of scrutiny and assurance activity/teams.

Education, qualifications and training

Essential:

  • You will be educated to SCQF level 10 (e.g. degree, graduate diploma/certificate, etc).
  • You will have, or be willing to work towards, a secondary Authorised Officer qualification - either PDA (Professional Development Award), EFQM (European Foundation for Quality Management) or PSIF (Public Sector Improvement Framework).
  • Commitment to you own Continuous Professional Development (CPD).

Skills and knowledge

Essential:

  • The ability to provide leadership and direction to a diverse, multi-disciplinary team of professional staff.
  • Demonstrate significant knowledge in adult care with a wealth of experience and understanding of the diverse nature of adult care,
  • Demonstrate knowledge and direct first-hand experience of policy and practice development and implementation in adult heath, social work and social care.
  • Demonstrate knowledge and understanding of health and social work/social care practice, theory, policy and research in the context of health and social care integration.
  • Demonstrate significant skills and knowledge of quality assurance processes and reports.
  • Excellent communicator, both verbally and in written form.
  • Politically astute.
  • Ability to translate plans into action.
  • Excellent negotiation and influencing skills.
  • IT literate, using the most effective methods to communicate and manage information.

Desirable:

  • Understanding of, and ability to demonstrate, the management of complex projects.

Key performance outcomes

We will use these key performance outcomes to recruit for the role.

Leading others

Essential:

  • Ability to provide credible and authentic, professional leadership, with a clear sense of purpose and direction to effectively lead a key professional function within the Care Inspectorate and a multi-disciplinary staff group.
  • Ability to effectively deploy staff and other resources to achieve performance objectives.
  • Demonstrate ability to ensure staff conduct themselves in accordance with the highest standards of integrity, probity and openness through the implementation of robust corporate governance.
  • Demonstrate ability to provide leadership and strategic management direction for multi disciplinary, professional teams and bring together groups from different disciplines/bodies.

Management of resources

Essential:

  • Ability to bring together the overall work of a multi-disciplinary team of staff.
  • Ability to manage resources in achievement of the Care Inspectorate’s objectives.
  • Ability to drive continuous improvement and manage business planning, quality and performance processes.

Desirable:

  • Knowledge and understanding of budget allocation and management.

Effective communication 

Essential:

  • Articulate and positive communicator both in verbal and written communication skills.
  • Ability to engage, influence and lead the development of a wide range of key stakeholder relationships, both internally and externally.
  • The ability to build and guide key stakeholder strategies and manage relationships to secure or improve delivery of key programme or service outputs.

Desirable:

  • Good public speaking skills with ability to represent the Care Inspectorate at conferences and events.

Impact and influence

Essential:

  • Evidence of building positive relationships, engaging and collaborating effectively with others internally and externally.
  • Demonstrate personal resilience, being able to work flexibly under pressure to deliver tangible results.
  • Demonstrate ability to influence at all levels.
  • Ability to promote, lead and implement strategies and change programmes to improve the development and quality of services.
  • Evidence of building positive relationships, engaging and collaborating effectively with others internally and externally.

Desirable:

  • A proven track record of promoting, leading and implementing strategies and change programmes to improve the development and quality of services.
  • Ability to take account of wider political and organisational sensitivities to deliver strategic objectives.

Objective decision making

  • The ability to assist the Chief Inspector, Registration and Complaints, to set, in consultation with others, the overall agenda, long term objectives and performance standards for the Directorate.
  • Demonstrate analytical and systematic approach to problem solving.
  • Ability to make appropriate and realistic judgments, based on relevant, up to date and verifiable information.
  • The ability to take responsibility for difficult decisions and to remain resilient against possible criticism.