Reports directly to the operations manager with prime responsibility for supporting the day-to-day operations of Prometheus Complex Care and/or Prometheus Secure Transport services and any other services as required by the company.
Main Duties of the Job
This role requires operational management, leadership, and experience of working in line with the Mental Health Act, Mental Capacity Act, and Legal Status Management including DoLS.
About Us
Prometheus is a leading provider of Secure Transportation solutions specializing in the mental health sector and Complex Care Enhanced Observations for Acute Trusts, Mental Health Services, and Local Authorities. Our team ensures that patients are transported safely and with dignity, maintaining the highest standards of care. Offering a range of services to support NHS Trusts, Local Authorities, and Independent Providers, we have established strong client relationships and have a good pipeline of business which will see the business continue to push for market leader status within this industry.
Job Responsibilities
Operational Management
1. Deputise as required for Service Delivery Managers of Complex Care and/or Secure Transport services as required by the company.
2. Address any operational issues promptly and take necessary actions to resolve them.
3. Be part of the on-call rota to be on call as required by the company.
4. Stand in for Clinical Support Managers/Customer Support Coordinators where required.
5. Service Contracts
6. Ensure the completion of service contracts compliance with terms and conditions.
7. Verify that services provided align with the defined scope, duration, and pricing.
8. Confirm authorisation of services as per contractual agreements to ensure correct billing.
9. Quality Monitoring
10. Conduct investigations into operational and clinical issues, incidents, or complaints, gathering relevant data, analyzing findings, and preparing comprehensive reports with recommendations for improvement or corrective action.
11. Compile and analyze operational data, key performance indicators (KPIs), and other relevant metrics to generate insightful reports for presentation to the senior leadership team, enabling informed decision-making and strategic planning.
12. Utilise monitoring tools to assess the quality and efficiency of service provision.
13. Provide constructive feedback to team members to enhance performance and patient care.
14. Offer coaching sessions to develop skills and address areas needing improvement.
15. Management
16. Supervise and support a team of substantive and zero-hour frontline workers, providing direction, guidance, training, and feedback to ensure optimal performance and adherence to company policies and procedures.
17. Ensure adherence to Complex Care and Secure Transport policies, procedures, and protocols.
18. Conduct service visits to all new and ongoing services to ensure good practice and quality of care delivery.
19. Ensure team compliance with clinical guidelines and best practices and conduct audits and remedial actions required.
20. Address any deviations from established standards and provide guidance for correction.
21. Ensure shifts are scheduled and allocate tasks efficiently to ensure optimal coverage of new and ongoing services.
22. Monitor attendance and address any issues or gaps promptly.
23. Generate and analyze performance reports to identify trends and areas for improvement.
24. Leadership
25. Offer assistance to team members dealing with complex or challenging services.
26. Handle escalated issues/concerns and complaints with professionalism and empathy.
27. Serve as a resource for the team, providing guidance and solutions as needed.
28. Stakeholders Management
29. Maintain open communication with other leaders and managers to ensure alignment of goals and strategies.
30. Collaborate with stakeholders to streamline service delivery and resolve issues efficiently.
31. Foster a culture of collaboration and teamwork across departments.
32. Improvement and Innovation
33. Proactively seek out areas for improvement in Complex Care and Secure Transport processes and systems.
34. Implement innovative solutions to enhance efficiency and effectiveness.
35. Encourage team members to contribute ideas and participate in improvement initiatives.
36. Training and Development
37. Organise regular team meetings to disseminate information, updates, and feedback.
38. Provide training sessions to enhance skills and knowledge relevant to the job.
39. Cultivate a positive and collaborative team culture that promotes learning and growth.
40. Mental Health Act, Mental Capacity Act and Legal Status Management including DoLS
41. Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Complex Care Secure and Transport.
42. Provide guidance and information to support patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints.
43. Liaise with external agencies and professionals, such as Approved Mental Health Professionals to ensure lawful detention and conveyance.
44. Maintain accurate and confidential records of the legal status and treatment of patients.
45. Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and the Code of Practice.
46. Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training.
Person Specification
Communication Skills
* Effective conveyance of difficult decisions: Skilfully communicating challenging or sensitive decisions to individuals or groups with clarity, empathy, and transparency.
* Empathetic communication: Demonstrating empathy in interactions with others, understanding their perspectives, and responding with sensitivity to their emotions and concerns.
* Clear and concise communication (verbal and written): Articulating ideas, instructions, and information clearly and succinctly in both verbal and written communication, ensuring understanding and minimizing misunderstandings.
* Adaptability in presenting information: Tailoring presentations and communication styles to suit different audiences, including the senior leadership team, and adeptly responding to questions and inquiries as needed.
* Accurate information recording: Maintaining meticulous attention to detail and accuracy in recording and documenting information, ensuring data integrity and reliability.
Qualifications
* GCSE grade A to C in English and Maths.
* £42,145.60 + 10% bonus if not RMN.
* Degree or Diploma in Mental Health Nursing.
* Evidence of further development such as an Advanced Degree in Mental Health Nursing or another clinical field, Management or leadership qualification.
* Salary for RMN: £50,700 + 10% bonus.
Experience
* Mental Health Nurse with a valid Nursing and Midwifery Council (NMC) registration OR proven experience in operations management and leadership, preferably gained in ambulance services, mental health/acute sector or logistics.
* Experience in managing diverse teams and developing strong working relationships with various stakeholders.
* Experience working in a clinical environment.
* Previous experience in Mental Health community setting or customer service role.
Skills
* Advanced proficiency in MS Office suite, particularly MS Excel and PowerPoint, enabling efficient data analysis, reporting, and presentation creation.
* Exceptional listening, negotiation, and presentation abilities, facilitating effective communication and collaboration with stakeholders.
* Outstanding verbal and written communication skills, enabling clear and persuasive articulation of ideas, information, and recommendations.
* Client-centered approach with a demonstrated capability in establishing and nurturing strong, enduring client relationships, ensuring client satisfaction and loyalty.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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