Background to the role We have teams embedded in four hospitals across East London where they are recognised for the warm, responsive and kind person-centred service they provide for patients. They work in close partnership with ward managers, discharge teams and social workers to ensure the safe and timely discharge of patients, connecting them back to their local communities and ensuring that their chances of a sustained and speedy recovery are maximised. Our model has proven success in reducing re-admissions. Over the past 12 months we have worked to reorganise how our Home and Settle team works. We have done this to reduce the pressure on individual staff members, increase the extent to which the teams work together and improve the consistency and sustainability of the services. These new service manager roles are key to this new model of delivery. The postholder will build and maintain key relationships between the hospitals and Age UK East London and will lead a team of staff to deliver a high-quality hospital discharge service. This is an exciting time to join us as we build on our learning and successes and increase the extent to which we integrate our services. Fast paced and with no two days the same, this work suits self-motivated team players who enjoy highly rewarding work that makes a difference to people and communities. Job description Job Purpose To manage and develop the home from hospital settle service in the hospitals that you are responsible for, to support timely and successful patient discharges from hospital and prevent re-admissions. You will work in collaboration with hospital teams and community teams to lead and manage your team to support the smooth transition from hospital to home for service users. The service works with people for time limited support (usually up to 6 weeks) to adjust and settle back in their homes, and to prevent readmission into hospital. Key Tasks Work in partnership with the hospitals and other health and social care professionals to coordinate safe and timely discharges for referred clients. This involves attending meetings with hospital personnel including Discharge Co-ordinators and Ward Managers to discuss discharges and plan who and how individuals will be supported as appropriate. Manage a team working across two hospitals and ensuring the service is available between the contracted hours. Work collaboratively with other agencies providing support services. Conduct initial assessments of people referred to the services as necessary. Plan and develop person centred interventions to provide short term support for people after hospital discharge. Work with GPs as appropriate in identifying and supporting patients to reduce unnecessary hospital admissions. Work with people with a range of needs, dealing with issues ranging from social isolation and keeping people engaged in their community, to preventing unnecessary admission to hospital. Support the hospitals with delayed transfer of care (DTOC). Coordinate and monitor the caseload of referrals allocated to team members to ensure a fair and manageable distribution of work. Rota planning to ensure staff flexibility and availability, enabling planned rosters that best suit both hospital and patient needs. Develop your team which includes; supervision, appraisal, planning of continued professional development opportunities and training needs. Conduct regular management audits to ensure a consistent way of working and identify development and training needs in the team or individual. Develop and deliver a flexible service that can respond to peaks and troughs in demand. Ensure the service is meeting key performance indicators, and identify any concerns e.g. demand for the service exceeding the levels in the contract and taking proactive action to address this. Monitor performance of the services against KPIs and produce reports to demonstrate performance. Deliver front-line services when needed, e.g. sickness or staff shortages. This is by exception rather than you regularly doing support work. Manage the budget, sign-off expenses, and ensure the project is delivered to budget, liaising with the Finance Department as necessary. Support the directorate with generating funding e.g. being actively involved in consultation of possible projects, providing activity data, opportunity spotting, and/or supporting the production of tenders. On a rota basis, provide weekend on call cover for the services you manage, and other hospital settle services provided by AUKEL. Administration Lead on contract reporting, this includes quarterly, annual and adhoc reports as necessary. Carry out annual customer service surveys. Enable the impact of the service to be assessed and inform the improvement of other local services by keeping electronic records of all referrals and interventions, and producing reports on activity and outcomes, in accordance with KPIs. Meet and produce reports as required by the Head of Service. Ensure patient records are regularly updated through AUKEL database, and support staff to complete their administration via training etc. Work with the Communications team and the Head of Service, market and promote the service. Build and circulate a resource pack for the wider AUKEL team to generate referrals between services delivered by the charity. Quality Be familiar with and implement AUKEL policies and procedures. Ensure the service is delivered in accordance with Care Quality Commission principles. Ensure a cycle of continuous improvement by taking a “lessons learnt” review approach. Ensure that the requirements of the contract specification for the services are met. Ensure integration with other AUKEL projects, and service users are referred/sign-posted to appropriate support services available to them. Respond to safeguarding or other concerns and take appropriate reporting and management action. Lead on recruitment of staff for your team, and support others at AUKEL. Liaison Represent AUKEL and participate in appropriate external meetings and events and remain aware of local, regional and national issues affecting AUKEL clients. Develop external relationships with stakeholders, and build positive connections with health and social care partners Attend contract management meetings with commissioners alongside the Head of Hospital and Home Services. General Meet regularly with line manager for support, supervision and appraisal. Attend team and staff meetings, (and other meetings) as required. Complete any training required to fulfil the post. Carry out the duties of the post in accordance with AUKEL’s policies and procedures including Equal Opportunities, Health & Safety, Confidentiality, Complaints, GDPR, Safeguarding Vulnerable Adults, Safeguarding, and Care Quality Commission (CQC) guidelines. Other duties which are consistent and commensurate with the responsibilities of the post and the needs and development of the Hospital Home and Settle Service. Functional Links The Home and Settle Manager is line managed by the Head of Hospital and Home Services The Home and Settle Manager line manages: Project Officers Discharge and Settle Workers Volunteers The role is part of the Home & Care Services directorate Close working is required with Age UK East London Finance Team Close working with Information, Advice, Advocacy & Befriending Services Handyperson services Close working with Age UK East London Community Services Close working with other take home and settle services across east London Person Specification Experience Essential Minimum of 2 years’ experience of people management including line management and team leadership. Minimum of 2 years’ experience of delivering services within a health or care setting at a level reflecting the responsibilities of the post. Of project recording and reporting to funders. Of leading service development and improvement and managing the change process. Desirable Experience of working with older people Experience of working within a hospital discharge setting. NVQ Level 2 Health & Social Care or Care Certificate Knowledge & Understanding Essential Understanding of the impact of discrimination and disadvantage on the lives of people and ability to work in a trauma-informed manner. Understanding of NHS hospital discharge procedures. Understanding and commitment to safeguarding and promoting the welfare of vulnerable adults and their carers. Understand of and commitment to equity, diversity, inclusion and dignity Desirable Knowledge and understanding of NHS England legislation regarding Avoiding Unplanned Admission Care Plans. Knowledge of project financial budgeting Knowledge of CQC fundamental standards Understanding of impact on the Mental Capacity Act 2005 & Liberty Protection Safeguards 2020 within the hospital setting Skills/Attributes Essential Excellent interpersonal skills. Excellent verbal and written communication skills. Good planning and organisational skills Ability to work calmly under pressure. Intermediate IT skills Data analysis skills Desirable Ability to speak one or more community languages Additional Requirements This post is subject to the relevant check through the Disclosure & Barring Service (DBS) Flexibility in working hours to meet organisational needs The post holder will work with standard Office365 server-based computer system Occasional weekend and evening working may be required Employment Details Number of posts available We have two posts available: One will be overseeing the Newham and the Whipps Cross Hospitals. One will be overseeing the Homerton and the Royal London Hospitals.