Additionally, the position involves contributing to service delivery and development by implementing process improvements, ensuring data integrity, and maintaining compliance with relevant legislation. Key tasks will include writing and reviewing operational documents, managing cross-site reception coverage, and contributing to business planning and accreditation support. The working pattern is predominantly Monday to Friday, with occasional evening shifts required.
The Havens is recruiting a full time Band 6 Service Support Manager to join our dedicated team.The Havens are London's Sexual Assault Referral Centre (SARC) located in Camberwell, Paddington (Ladbroke Grove) and Whitechapel, providing 24/7 (365 per year) forensic medical examinations and care to people disclosing rape or sexual assault.This post will be predominately based at Camberwell site although regular cross site working is expected. Working pattern is Monday to Friday (excluding bank holidays) 9am to 5pm shifts, with a 12 noon to 8pm shift (maximum once per week, typically once every two weeks - at the time of publication, awaiting an implementation date)As a Service Support Manager your role is responsible for the efficient compliance with all systems, electronic, technical, administrative and other, across the three London Haven sites ensuring that such systems enable service delivery, development and objectives, and all external requirements upon the service, are met. This includes line management for the reception staff team, the teams tasks and responsibilities including reception cover across the three sites. You will also be responsible for the day to day operational site management of one of the three Haven sites in London representing the management team as a whole in terms of service delivery and oversight of the service at that site. From time to time you may also be required to cover the day to day operational management of one of the other sites.
Responsible for the oversight and day to day efficient and effective management of the Haven sites coordinating and linking with all staff groups including clinical teams and key partners such as the Metropolitan Police.Respond to daily problems and ensure that issues are swiftly resolved.Working with the senior management and clinical teams to implement longer term solutions to issues raised where required.
To represent site management issues at all relevant internal and external meetings including the Havens Risk and Governance Committee, Havens Operational Group and sub-committees thereof including the Havens/Police/CPS partnership sub-committee.Directly line manage the reception staff team which currently consists of 6 posts across the 3 Haven sites.To write and review relevant Haven documents, such as protocols, standard operating procedures, guidance ensuring fitness for purpose, relevant involvement and input from staff and successful implementation and support to maintain the library of Haven documents in the agreed service electronic locations.Deputise for the Quality and Operations and Manager and SARC Service Manager as and when required.Cover for the Service Delivery Manager, Business Support in their absence, including in respect of line management of the Administrators and other admin staff not part of reception staff team.
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Main Duties and Responsibilities 1. General and Site Management a) To be responsible for the oversight and day to day efficient and effectivemanagement of the Haven sites coordinating and linking with all staff groups including clinical teams and key partners such as the Metropolitan Police. b) To support day to day line management guidance to Administrators and other admin staff not part of reception staff team where requested by the Service Delivery Manager, Business Support (SDM, BS).c) To respond to daily problems and ensure that issues are swiftly resolved. Working with the senior management and clinical teams to implement longer term solutions to issues raised where required.d) To highlight issues of service cover across the multi-disciplinary team, particularly the 24/7 agreed level of forensic cover, coordinating with the clinical leads and the wider management team. e) To represent site management issues at all relevant internal and external meetings including the Havens Risk and Governance Committee, Havens Operational Group and sub-committees thereof including the Haven/Police/CPS partnership sub-committee.f) Working with the Quality and Operations Manager (QOM) and SDM, BS to ensure that facilities and other resources are available to meet site service needs.g) Ensure that delegated roles of fire officer(s), health and safety officers and other relevant corporate roles are covered within the staff team at the sites.h) To provide high level admin support to the service in achieving and maintaining accreditation.
As part of the management team contribute to the development of service delivery, business and other plans and support the QOM and SARC ServiceManager in the production of business cases where required. To draft all business plans related to business support systems and procurement and materials management, including new equipment SLAs.As part of the management team represent the Havens on external bodies and meetings as agreed with the QOM and/or SARC Service Manager. Additionally, under general management:k) To deputise for the Quality and Operations and Manager and SARC Service Manager as and when required. l) To cover for the Service Delivery Manager, Business Support in their absence, including in respect of line management of the Administrators and other admin staff not part of reception staff team.
2. Service Delivery and Developmenta) Working in collaboration with SDM, BS taking a lead role in facilitating process improvement within the administration and systems parts of the service and wider Haven partnership including undertaking full life cycle project management responsibility where required.b) Ensure that all systems dependent components of the Havens Service Level Agreement (SLA) are adhered to and standards, outcomes and performance indicators relating to systems and performance, such as compliance with witness statement standards, are met consistently across the service.
c) Ensure consistency in systems, record keeping and high quality data integrity across the three Havens including relevant auditing processes.
d) Ensure confidentiality in the management of data and that the service is compliant with the Data Protection Act, the Venereal Diseases Act, any other relevant legislation and Trust confidentiality and information governance policies; whilst equally ensuring that data is readily available as required for clinical, operational and management purposes and that systems are in place to enable access to data as required.
e) Ensure with SDM, BS administrative and meeting servicing requirements are met for Haven meetings and the clinical and operational management teams.
f) Ensure that the systems required to support the victim/client pathway, such as reception rotas, service wide telephone line and on-call triage pathways are in place and reviewed as necessary to ensure effectiveness for the victim/client pathway and particularly for the Metropolitan Police and other referring partners.
g) To ensure active encouragement of client feedback about the service.
h)To ensure that shared IT drives are structured so as to facilitate effective governance across the Havens sites and to approve the shared drive structure and usage and any access restrictions.
i) To be part of the management team on any developments required to service systems ensuring that users are fully involved in design and functionality.
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