Deputy Support Service Manager

Detailed job description and main responsibilities

1.       Communication and relationship skills

Participate in surveys for patients, staff and visitors and provide adequate information and/or an action plan as feedback.

Engage all staff in departmental issues and changes.

Act as the lead operational departmental manager and point of contact

Meet with service users and providers with regard to Domestic Services in conjunction with the Site Services Manager.

Communication both written and verbal, to Domestic Services staff relating to the provision of Domestic Services. This is a large staff group and many of the issues can be of a contentious or sensitive nature requiring tact and diplomacy .

Assist with implementation of changes to service delivery including any changes in statutory/mandatory requirements.

Ensure a partnership approach is adopted at all times.

Attend meetings as required, in relation to the delivery of Domestic Services.

Communicate with colleagues, patients and staff in a professional and supportive manner.

Support the resolution of problems, interruptions or service emergencies.

Ensure routine information received is disseminated to the appropriate operational staff in a suitable manner in order to understand the content and any possible implications it may have.

2.       Knowledge, Training & Experience

Provide information and advice to facilities operational staff, relating to the delivery of Domestic Services.

Undertake such training as required to fulfil the responsibilities for Operational Deputy Support Services Manager as agreed with the Site Services Manager.

Resolve routine operational services issues and failures in meeting the required service standards using own knowledge and experience.

3.       Analytical & Judgmental Skills

Continually analyse the service and where necessary compare and provide a range of options for improvements, including but not limited to;-

• Staff rotas ;
• Resource requirements;
• Performance requirements
• Trends regarding complaints, incidents and comments;
• Survey analysis.

Support the Site Services Manager by contributing a monthly report covering all the elements within the service and progress on mitigating actions to reduce risks

As directed by the Site Services Manager, interpret data and performance information related to the operational delivery of Domestic and Deep Clean Services.

Maintain accurate records relating to Domestic & Deep Clean Services.

Maintain systems for monitoring internal process and service requirements e.g. service performance standards.

4.       Planning & Organizational Skills

Manage all services in line with the operational cleaning policy and procedures.

Plan and coordinate monitoring requirements, ensuring that any data return information is committed within timescales. These tasks will be complex due to the nature and size of the division and will require the need to change and formulate plans to meet the changing needs of the end users.

Meet deadlines, to enable data to be available for evaluation and interpretation.

5.       Physical Skills

Have good keyboard skills and manual dexterity associated with Microsoft Office, cleaning monitoring related software and estates maintenance system. The responsibilities will include:

• Using Graphical representation to predict trends;
• Word Processing.
• Write Policies and procedures required within the department
• Checking electronic cleaning monitoring records e.g. C4C Monitorin

Oversee the stock control and cleaning monitoring software; responsible for upgrades on the network.

6.       Responsibility for Patient/Client Care

Ensure healthcare services are provided in environments which promote effective care and optimise health outcomes which protect patients, staff and visitors

Departmental responsibility for ensuring regular ward/department visits to monitor all aspects of the patient , staff and external clients Domestic & Deep Clean services, working closely with the infection control team.

Provide a high quality, patient focused Domestic & Deep Clean operational service.

Respond to all Domestic & Deep Clean operational work requirements in an effective and timely manner.

Give clear information to patients and visitors when asked or during incidental contact in a friendly and professional manner.

7.       Responsibility for Policy/Service Development

Assisting the Site Services manager with writing , reviewing and implementing Standard operating procedures for all areas of responsibility, including, all aspects of cleaning, purchase, storage, production, and service in conjunction with respective managers.

Supporting the site services manager with the implementation of policies or service changes as and when required i.e. following changes to legislation and/or trust objectives changing. Take into account impact on all related areas of the department.

Lead responsibility for the working with project management colleagues to ensure cleaning arrangements are in place whenever a capital project is in construction which will affect delivery of the service. In conjunction with the Site Services Manager.

Responsible for reviewing and where necessary introducing corrective actions for complaints, incidents and comments positively to review and improve services.

Participate to initiatives and strategies in order to ensure integration with new developments and systems;

8.       Responsibility for Financial & Physical Resources

Make best use of resources and ensure minimal waste occurs..

Ensure the safe and effective use of equipment, manage and maintain stock control as required

Check department financial documentation e.g. overtime sheets, clock cards and consumable usage.

Identify and action any poor practice which may result in financial loss to the Trust and report such to the Site Services Manager.

Contribute to the drawing up of departmental budgets and financial initiatives.

9.       Responsibility for Human Resources

Responsible for the line management of a large group of staff including Supervisors, Team Leaders & operational staff

Ensure all aspects of routine management, appraisal, discipline, training, delegation are understood and achieved

Review with Site Services Manager allocation of roles, responsibility, departmental workloads and training needs – proposing changes as required for service improvement

Manage, coach, train staff and monitor their performance to ensure compliance with legislation, trust requirements and NHS Standards.

In conjunction with the Site Services Manager carry out stage 1 Management of Attendance throughout the department, arrange meetings with HR and staff, do all relative correspondence and if necessary write Statement of Cases.

Ensure that your own training is up to date and skills are developing with all software requirements.

Participate to develop long term career via work evaluation and individual needs.

Provide training, detailed advice, guidance and supervision to staff with respect to cleaning required to carry out their particular function, building confidence with staff that areas they are responsible for have adequate controls in place.

Ensure supervisors monitor behaviour, grievance, discipline and satisfactory time keeping, conduct, sickness, taking appropriate action in line with trust policies.

Interview, assess and recruit for new staff as required.

Promote co-operation and versatility between supervisors andstaff.

10.   Responsibility for Information Resources

Ensure electronic records (where they apply) are maintained for all related aspects of responsibility.

Format computerised reports from databases and/or spread sheets and adapt information to meet requirements for reporting.

Introduce, adapt and improve computerised systems in responsible areas

11.   Responsibility for Research & Development

Review new cleaning products and equipment as available to assess for efficiencies, improve standards. Involve staff and managers to evaluate before changes are agreed.

12.   Freedom to Act

Lead responsibility, on behalf of the site services manager, for introduction of procedures and working methods within the Domestic and Deep Clean Service, act accordingly and independently within trust and departmental structure.

Work to achieve agreed objectives and Monitoring targets.

Provide authoritative advice on issues responsible for without reference to site services manager.

In the absence of the site services manager, carry out reporting duties associated with the cleaning of the trust to maintain continuity of service,

13.   Physical Effort

Work will include a base office sitting at a computer terminal; however working will include using and carrying of cleaning equipment as required.

Monitoring across site involving regular reviews of all areas.

14.   Mental Effort

Requirement to produce detailed reports, on behalf of the Site Services Manager, will be required, (e.g. budget, sickness and performance reports) where the work pattern is unpredictable and concentration is required.

Analyse and write reports, data, including checking, calculations and reconciling information.

Regular switching of tasks with frequent interruptions will be a standard part of every day, including answering complaints, incidents, comments and. Prioritising workloads, particularly to mitigate risks and balancing staff issues and disputes.

15.   Emotional Effort

Deal with reporting staff and stakeholders problems expected as part of normal management responsibilities.

Occasional exposure to distressing or emotional circumstances, i.e. cleaning / linen issues/incidents in patient areas.

Deal with staff and stakeholders problems, complaints and disputes.

Hold regular meetings as a department and also with supervisors. Convey and debrief and staff on all matters including with respects to targets, levels of performance and on all matters including unwelcome news