Outreach Operations Manager Reporting to: Director of Operations Salary: £46,314.00 per annum Location: Twickenham, London Hours: Full-time, 37.5 hours per week (Monday – Friday) About the Role This role involves managing and delivering high-performing outreach services for rough sleepers across multiple boroughs. The Operations Manager will work closely with commissioning bodies, stakeholders, and local authorities to ensure services meet contract requirements and align with national and local policies. With a focus on holistic and innovative approaches, the role aims to achieve the best outcomes for rough sleepers while supporting staff development and fostering effective partnerships. Key Responsibilities 1. Team Leadership and Management Lead recruitment, selection, and structured induction of team leaders and outreach staff. Provide regular supervision, appraisals, and support to ensure high-quality service delivery. Develop performance targets and quality control measures while addressing areas for improvement. Ensure effective team communication through regular meetings and briefings. Oversee staff workloads, ensuring adequate service coverage and adherence to health and safety procedures. Implement disciplinary and grievance procedures as required. 2. Street Outreach Services Maintain an accurate picture of rough sleeping across boroughs and identify key hotspots. Support team leaders in developing effective shift patterns that align with rough sleeping trends. Ensure teams engage proactively with rough sleepers to reduce time spent on the streets. Monitor and maintain accurate data on rough sleeping, including CHAIN records and StreetLink referrals. Organise and manage street counts and respond to Severe Weather Emergency Protocols (SWEP). 3. Assertive Case Management Ensure team leaders and staff maintain a caseload of clients, offering consistent and assertive support until individuals transition into accommodation or reconnection services. Conduct regular case reviews, ensuring support plans and case notes are of a high standard. Support staff in making appropriate referrals and implementing high-quality support plans. 4. Partnership Working Build and maintain strong relationships with service providers, businesses, and community groups. Develop local intelligence on available resources and lead collaborations with statutory and non-statutory services. Work with enforcement agencies when necessary to address non-engagement or anti-social behaviors. Represent the organisation in local partnerships and provide borough-specific knowledge to commissioners. 5. Service Governance Deliver services in line with contract requirements, utilising performance data, client case studies, and examples of best practices. Ensure accurate and timely data entry on CHAIN and other internal systems. Respond to contract changes and identify new funding opportunities for service development. Oversee staff adherence to organisational policies, ensuring quality assurance and safeguarding practices are in place. 6. General Responsibilities Participate in team meetings, appraisals, and training sessions to maintain alignment with organisational goals. Review and evaluate personal performance, identifying areas for development. Maintain accurate records in line with organisational policies and procedures. Undertake other reasonable duties as required by senior management. Person Specification Essential Experience Extensive experience managing and developing rough sleeper outreach services. Proven ability to deliver contracts with social prescribing or social impact bond models, including financial and budget management. Experience managing multidisciplinary teams across multiple locations, with knowledge of HR policies and procedures. Strong background in data management, performance reporting, and quality assurance processes. Demonstrable knowledge of the rough sleeping sector, outreach models, and interventions. Desirable Experience Experience working with the NHS or health-related services. Knowledge of Housing and Homelessness Reduction Act, Care Act 2014, and other relevant legislation. Skills and Attributes Strong leadership and team management skills, with the ability to inspire and motivate staff. Excellent organisational skills and the ability to manage multiple priorities effectively. Proficiency in IT systems, including databases, and experience delivering presentations and reports. A genuine interest in supporting homeless individuals and a commitment to diversity and equality. Values and Approach Collaborative: Works alongside clients, staff, and partners to deliver services that meet client needs. Aspirational: Strives for the best outcomes, encouraging clients and staff to achieve their goals. Respectful: Listens to and values individuals’ unique experiences and perspectives. Determined: Breaks down barriers faced by homeless individuals, working tirelessly to support recovery. Visionary: Embraces innovative approaches to reduce homelessness and improve outcomes