Service Development and Performance Manager (Care at home)
Service: Adult and Older People’s Services
Grade scale: Grade 4 Level 2-5
Reports to: Improvement, Commissioning and Assurance Manager (Care at Home)
Purpose of the job
The service development and performance manager will lead on the strategic development, performance management, quality assurance, and continuous improvement of the Care at Home service. The postholder will oversee service development initiatives, ensure robust governance arrangements are in place, monitor service performance against key objectives, and drive improvements that support high-quality, safe, effective, and person-centred care.
Key tasks and responsibilities
Lead and co-ordinate the planning, implementation and monitoring of service developments using a project management approach.
Lead and oversee recruitment, workforce development, and learning initiatives to ensure the service has a skilled, competent, and sustainable workforce.
Provide regular performance, quality, and progress reports to the Service Manager, Head of Social Care, Care at Home Programme Board, and other relevant stakeholders.
Develop and embed quality, performance, and governance frameworks that drive service excellence, support regulatory compliance, and provide effective oversight of Care at Home service delivery.
Ensure that policies and procedures are in place to support the management and delivery of Care at Home services in conjunction with legislative, regulatory and Council requirements.
Lead the oversight and maintenance of electronic systems that support the care management, scheduling and planning of care at home service.
Responsible for the day-to-day management, supervision and personal development of Team Leader and Project Team.
Person specification
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Criteria |
Essential |
Desirable |
|---|---|---|
|
Education, qualification and training |
Professional qualification in social care |
Significant work experience that demonstrates competencies in project management Ideally a qualification in Project Management is desirable or have equivalent relevant experience or qualification to carry out the role effectively |
|
Skills, knowledge and experience |
Demonstrate proven leadership skills, providing clear direction, motivating teams, and creating a positive, high-performing culture that supports continuous improvement and professional growth Demonstrate strong change-management capability, leading teams through service Criteria Essential Desirable transformation and fostering a culture that embraces innovation, continuous improvement, and new ways of working Demonstrates the ability to manage competing priorities effectively, planning and organising workload for self and others, and delegating tasks appropriately Excellent IT skills with advanced knowledge of the MS suite of software applications, particularly MS Excel |
Experience of working in care at home |
|
Personal qualities |
Attention to detail, proactive approach, ability to work independently and collaboratively, professionalism and commitment to service improvement Committed to learning and continued improvement Possess strong analytical skills |
Able to implement ideas and deliver to conclusion |
|
Other |
Ability to manage competing priorities, meet deadlines and maintain confidentiality A commitment to behave with honesty and openness, treating people consistently, fairly and with respect |
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Safer recruitment checks
As part of our approach to good practice and safer recruitment we carry out a number of pre-employment checks:
- Asylum and Immigration right to work in the UK.
- Reference check: external candidates require 2 references, one of which must be from present or most recent employer; Internal candidates require 1 reference from current line manager.
- Candidate Disclosure Scotland check, where applicable.
Behaviour framework
The council’s behaviour framework is a set of core behaviours that defines how employees approach work to enable the delivery of key tasks for the role. The expected behaviours for this role are:
Efficient
- Use initiative and drive to improve and develop systems and processes to increase efficiency achieving better outcomes in service delivery.
- Suggests ways to improve how others organise their own work.
- As a manager or professional/expert you actively seek solutions to deliver improvements and involves others in the development of solutions and improvements.
- Agrees SMART objectives for both team and individual employees reviewing progress to achieve successful outcomes.
- Manage budgets with no overspends and applying the council’s financial policies and procedures.
- Ensures sustainability and environmental awareness practices are being implemented and that they inform the development of new projects/initiatives.
Flexible
- Anticipates and responds flexibly to changing priorities and modifies practice to meet changing environment.
- Identifies and implements new ways of working.
- Supports individuals and team at times of both organisational and personal change making appropriate adjustments to accommodate individual needs where required.
- Expresses a positive approach to change and promotes the benefits of change to team and colleagues.
- Actively listens to customer feedback and takes action to improve customer experience.
Performing
- Use professional expertise and knowledge to ensure the council is leading best practice to improve outcomes.
- Ensure that the council is meeting it’s legislative and statutory requirements by keeping abreast of new initiatives and legislation.
- Evaluates and reviews the impact of service improvements from the customers perspective.
- Identifies trends and creates solutions.
- Ensuring that health and safety practices, policies and procedures are applied keeping employees and customers safe and minimising workplace accidents and injuries.
- Implements the council’s maximising attendance policy and procedure ensuring action is taken and recorded on people connect.
- Considers risk in the context of service development and delivery.
Working with others
- Promotes a positive team environment with good morale.
- Works with other teams and colleagues internally and externally, developing relationships and sharing knowledge, ideas and expertise to achieve outcomes.
- Provide objective and constructive advice and support if tensions arise.
- Shares knowledge with internal and external colleagues to achieve common objectives.
- Giving praise and recognition for good work.
- Use professional identity and expert knowledge to work across disciplines breaking down professional barriers to improve outcomes for individuals and communities.
- Encourages colleagues to consider different perspectives in their work.
- Adapts communication to encourage desired behaviour.
Leading
- Understands what needs to be achieved and ensures that this is communicated to team members.
- Expresses positive expectations of others to support their development.
- Recognise individual and team achievements thanking and praising others.
- Maintain a positive approach and motivate team when things go wrong, or demands are high.
- You identify talent and provide opportunities for those individuals who wish to progress or learn new skills.
- Takes responsibility for personal and team development needs taking account of learning styles and available learning/training methods of delivery.
- Uses professional judgement/expert knowledge to make informed decisions.