Holistic Recruiters
Service Manager – Recovery House (Mental Health Crisis Service)
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About Holistic Recruiters Ltd
Holistic Recruiters Ltd is an NHS commissioned healthcare provider delivering innovative community-based services that improve outcomes for individuals whilst reducing unnecessary hospital admissions.
Crowlin Recovery House
Crowlin Recovery House is a pioneering NHS-funded Mental Health Recovery House providing a 24-hour, short-term, non-clinical residential alternative to hospital admission for adults experiencing a mental health crisis.
The service offers a safe, therapeutic and trauma-informed environment where individuals can stabilise, recover and safely return home through personalised recovery planning and partnership working with the Crisis Resolution Home Treatment Teams (CRHTTs). The Recovery House operates 24 hours a day, 365 days a year and provides accommodation for up to ten guests.
Job Description
The Service Manager provides strategic and operational leadership for a 24-hour NHS-funded Mental Health Recovery House, ensuring the delivery of a safe, high-quality, person-centred, trauma-informed, and recovery-focused service for adults experiencing a mental health crisis. The post holder is responsible for the overall management of the service, including operational performance, governance, financial management, staff leadership, partnership working, and continuous service improvement, while ensuring compliance with NHS contractual requirements and regulatory standards.
Key Responsibilities
- Provide strategic leadership and overall operational management of the Recovery House, ensuring safe and effective service delivery 24 hours a day, 365 days a year.
- Lead the management team, including the Deputy Service Manager, and oversee all operational staff to deliver high-quality, recovery-focused care.
- Ensure high-quality support through effective needs assessments, risk assessments, personalised support planning, therapeutic interventions, and structured programmes of meaningful activities that promote recovery, independence, and community integration.
- Develop strong partnerships with NHS Commissioners, Crisis Resolution Home Treatment Teams (CRHTTs), Community Mental Health Teams, Primary Care, Social Care, Housing Providers, Police, Ambulance Service, Local Authorities, and voluntary organisations to coordinate referrals, admissions, reviews, and safe discharge planning.
- Lead all governance and quality assurance systems, ensuring compliance with NHS Standard Contract requirements, safeguarding legislation, CQC standards (where applicable), GDPR, Health & Safety legislation, and organisational policies.
- Oversee audits, incident investigations, complaints, serious incidents, risk management, learning reviews, Duty of Candour, and continuous quality improvement.
- Ensure effective systems are in place to monitor, record, analyse, and report all aspects of service delivery, using performance data to improve outcomes and achieve NHS contractual KPIs, including MHSDS reporting.
- Lead workforce planning by recruiting, supervising, mentoring, coaching, and developing staff, managing performance, appraisals, disciplinary processes, wellbeing initiatives, and succession planning.
- Ensure staff remain compliant with mandatory and specialist training, including safeguarding, trauma-informed care, suicide prevention, autism awareness, de-escalation, equality and diversity, and health and safety.
- Manage the service budget, monitor staffing costs and agency usage, approve expenditure, ensure value for money, and maintain financial compliance.
- Promote innovation by reviewing performance data, implementing service improvements, sharing best practice, and supporting the mobilisation of future mental health services.
- Participate in the senior management on-call rota.
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Essential Requirements
- Level 5 Diploma in Leadership for Health & Social Care (or equivalent) and degree-level education or equivalent management experience.
- Minimum 2 years’ experience as a Service Manager (Mental Health Preferably)
- Significant management experience within mental health, crisis, recovery, supported living, community, or NHS-commissioned services.
- Experience managing large multidisciplinary teams, budgets, safeguarding, governance, quality assurance, contract performance, partnership working, change management, and service improvement.
- Strong knowledge of the Mental Health Recovery Model, Trauma-Informed Care, Mental Capacity Act, NHS governance, MHSDS, safeguarding, GDPR, Health & Safety, Equality Act, and NHS Standard Contract requirements.
- Excellent leadership, communication, decision-making, analytical, report writing, negotiation, stakeholder management, and performance management skills.
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Desirable Requirements
- PMVA (Prevention and Management of Violence and Aggression) or equivalent conflict management training.
- Full UK Driving Licence.
- Management qualification.
- Knowledge of CQC standards, Birdie, electronic care management systems, and NHS digital reporting systems.
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