Job Introduction
ORGANISATION BACKGROUND
Avant was set up to provide high quality care and sustainable care services and to support people living in the community. Avant are continually investing in quality, training and in improving the ways in which we work. We want the company to be a great place to work and want all staff to help make this happen.
Avant would like to provide an excellent standard of support and care in the community and in care settings. We aim to grow nationally across the UK and want to ensure that our staff and customers are at the heart of everything we do.
OUR COMPANY VALUES
Aspirational= to give outstanding quality of care to every single person
Virtue= to have moral excellence
Accountability= to be responsible and learn from our mistakes
Nurturing= to be always caring and compassionate
Trustworthy= to be totally open and honest
BACKGROUND
The Deputy Operations Manager supports the Operations Manager and Managing Director to ensure the smooth running of Avant’s branches and central operational functions. The post holder will help ensure customers receive safe, high quality, person-centred care and support, and that operational teams are supported to meet company standards, contractual requirements, CQC regulations and business objectives.
The role requires a proactive, organised and values-led manager who can support Registered Managers, Branch Managers and office teams, assist with quality assurance, monitor performance, improve processes, and provide practical operational cover where needed.
PURPOSE OF POST
To support the Operations Manager in overseeing the day-to-day running of operational services, ensuring that customers receive a high standard of care and support whilst maintaining their independence, dignity, choice and wellbeing.
To help maintain consistent branch performance, effective staff management, robust quality assurance, safe systems of work and compliance with company policies, CQC requirements, contractual obligations and agreed budgets.
To act as a visible operational support to managers and teams, helping to resolve issues promptly, strengthen communication and ensure agreed actions are completed.
JOB DESCRIPTION
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Work within the company’s Health and Safety Policy and ensure that safe working practices are established, maintained and followed.
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Adhere to and actively promote the company’s Equality, Equal Opportunities and Diversity Policy and Procedures.
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Support the Operations Manager in the day-to-day oversight of branch operations, ensuring services are safe, effective, caring, responsive and well-led.
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Provide support, supervision and guidance to Registered Managers, Branch Managers and office teams as directed by the Operations Manager.
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Assist with monitoring branch performance, including care quality, staffing, customer satisfaction, complaints, safeguarding, audits, training, recruitment, retention and
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financial performance.
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Work within and assist in maintaining the quality management system for the organisation and adhere to CQC standards and regulations.
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Review processes, policies and operational systems when required and make practical recommendations for improvement.
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Help ensure that care planning, risk assessments, reviews, medicines processes and records are person-centred, accurate, up to date and reflective of customers’
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needs and preferences.
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Support branches with preparation for audits, contract monitoring, commissioner reviews, CQC inspections and internal quality assurance visits.
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Assist managers to investigate and respond to complaints, concerns, incidents and safeguarding matters in line with company policy and required timescales.
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Help ensure agreed actions from audits, meetings, complaints, incidents and reviews are followed through to completion.
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Support the recruitment, induction, supervision, development and retention of staff in line with company policy and workforce needs.
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Assist with ensuring staff are appropriately trained, competent and confident to carry out their roles, including safe use of care systems and company IT systems.
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Support effective use of software and operational systems, ensuring information is accurate, updated and used to improve service delivery.
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Promote excellent communication across branches and provide practical support to strengthen teamwork, accountability and positive culture.
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Assist with financial and budgetary control by monitoring operational costs, staffing efficiency, customer hours, vacancies and business growth opportunities as
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required.
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Support business growth by helping managers maintain excellent relationships with customers, families, commissioners, professionals and community partners.
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Actively market the company and promote a positive, personal and professional profile within the local community.
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In conjunction with other managers, endeavour to fill customer vacancies and expand the customer base by liaising with appropriate agencies and supporting
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assessment and selection of suitable customers.
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Support performance management processes where required, ensuring concerns are addressed fairly, consistently and in line with HR policies and legal processes.
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Implement and promote company discipline, grievance, absence management and capability procedures when required and under appropriate guidance.
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Maintain and improve professional knowledge and competence, including maintaining a personal development plan.
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Ensure confidentiality is maintained at all times and that information gained in the course of the role is not divulged to third parties.
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Pay maximum attention to data security, cyber security and information governance, including no sharing of passwords and safe use of systems.
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Manage office and operational processes in line with the environmental policy, including reducing unnecessary printing and using online records whenever possible.
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Take minutes or produce action summaries for meetings where required and circulate them within 24 hours where applicable.
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To be a buddy and role model to colleagues, improving teamwork, consistency and confidence across the organisation.
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To continually review processes and procedures so that best practice is updated, improved and embedded.
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To be a completer / finisher of projects and follow agreed actions from start to finish.
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To think outside the box and help create practical solutions to operational challenges.
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You may also be required to carry out such additional or alternative tasks from time to time as may reasonably be expected to meet operational requirements and business needs.
PERSON SPECIFICATIONS
Qualifications
A qualification in Leadership and Management / Health and Social Care Level 3 or above or equivalent
Good standard of education
Good literacy and numeracy skills
Willingness to work towards Level 5 Diploma or equivalent in Leadership and Management / Health and Social Care if not already held
Level 5 Diploma or equivalent in Leadership and Management / Health and Social Care
Additional management, quality assurance, safeguarding or training qualification
Experience
Experience of service provision in the care profession
Experience of supporting or supervising staff
Understanding of quality control systems and audit processes
Ability to establish and maintain effective working relationships
Working knowledge of Health and Safety requirements
Desire to work with all service user groups
Ability to organise staff meetings, briefings or events
Experience of supporting managers with performance concerns and following HR processes appropriately
Experience of deputy management or multi-branch support
Implementation of quality control procedures
Ability to create and maintain effective recording and monitoring systems
Ability to utilise monitoring and audit tools effectively
Experience of business management, rota efficiency or financial monitoring
