Care and Support of Residents

• Ensure assessments, support plans and risk management plans are current, proportionate, co-produced with a resident and reviewed following changes in need or risk.
• Promote residents’ dignity, privacy, choice, independence, equality and human rights, including access to advocacy, complaints and safeguarding processes.
• Ensure support records are accurate, timely, secure and suitable for legal, contractual and regulatory scrutiny.
• Promote positive approaches to distress and behaviour that may challenge, using the least restrictive and evidence-based practice.
• Maintain a safe, welcoming and inclusive environment for residents, visitors and staff, and act promptly where accommodation or support standards are not met.
• Ensure concerns about care, treatment, abuse, neglect, discrimination, confidentiality or professional conduct are addressed and escalated without delay.

Communication

• Communicate clearly and respectfully with residents, colleagues, families, advocates, commissioners and professionals, using accessible information and reasonable communication adjustments where required.
• Maintain effective multi-agency relationships and represent St Martin's professionally in meetings, reviews and external enquiries.
• Provide clear management information, reports and briefings, and ensure staff receive relevant operational updates and learning.

People Management

• Lead recruitment, induction, supervision, appraisal, attendance, capability, conduct and grievance processes in partnership with HR and in line with policy and employment law.
• Set clear expectations, allocate work fairly and manage performance using evidence, confidentiality and procedural fairness.
• Plan rotas to meet assessed service needs, contractual staffing requirements, working-time obligations and budget, escalating unsafe or unauthorised variances.
• Ensure employees complete mandatory and role-specific training and are competent to carry out delegated duties.
• Promote an inclusive culture in which staff can raise concerns, contribute ideas and access development opportunities without detriment.
• Maintain accurate HR and payroll information and protect employee personal data.
• Provide leadership, expertise and empower the Deputy Managers to drive up the standards of practice through a clearly defined and monitored supervision structure.
• Participate in providing service-based training for staff as part of local induction and in the delivery of staff workshops.

Identifying unit needs

• Use service data, audits, resident feedback, incidents and staff feedback to identify gaps in quality, capacity, skills and resources.
• Develop service improvement plans and contribute to service development and activity.

Stakeholder management

• Maintain constructive relationships with local authorities, health services, housing partners, regulators where applicable, community organisations and other stakeholders.
• Provide accurate information for monitoring and review activity and escalate material concerns, funding risks or service changes through the appropriate governance route.
• Support appropriate referral pathways and present the service accurately and professionally.

Project Management and budgets

• Manage delegated budgets, staffing expenditure and purchasing controls, ensuring value for money and timely escalation of forecast overspend.
• Work with Finance and commissioners to maintain accurate funding information and resolve payment or agreement issues.
• Ensure residents receive appropriate information and support regarding service charges, arrears or repayment plans; staff must not provide regulated financial advice.
• Produce accurate operational, workforce and performance reports and contribute to projects assigned by the Operations Manager or wider senior leadership team.

Other

Any other duties reasonably requested.

• Participate in the management of the on-call rota and respond proportionately to urgent service matters outside normal working hours.
• Work flexibly across allocated sites and, where reasonably required, support other services or deputise for senior colleagues, subject to competence, workload, health and safety and contractual arrangements.
• Carry out other duties reasonably consistent with the scope and grade of the role.

This role is subject to satisfactory pre-employment checks appropriate to the duties, including evidence of the right to work in the UK, references and the level of DBS check for which the role is legally eligible. St Martins will consider reasonable adjustments for disabled applicants and employees throughout recruitment and employment.

Person Specification

Essential Knowledge

• Good working knowledge of safeguarding adults, risk management, health and safety, confidentiality/data protection and person-centred support.
• Understanding of the legal and contractual framework relevant to supported housing and community mental health services.
• Competent use of Microsoft Word, Excel, PowerPoint, email and electronic record systems.

Essential Experience/ Qualifications

• Substantial experience managing staff and delivering services for adults with complex mental health or related support needs.
• Experience managing more than one team, location or service area, including rotas, quality assurance, incidents and performance.
• Experience of budget management and partnership working with commissioners or statutory agencies.
• A Level 5 qualification in Leadership and Management for Adult Care, Health and Social Care, Housing, or an equivalent management qualification relevant to the role OR demonstrable equivalent knowledge and experience with a commitment to complete an agreed Level 5 qualification within a reasonable timeframe.

Essential Skills

• Clear written and spoken communication, with the ability to adapt information for different audiences.
• Ability to prioritise across sites, make evidence-based decisions and respond calmly to risk and operational pressure.
• Ability to supervise, coach and hold employees accountable fairly.
• Ability to analyse service data, produce reports and manage improvement plans.