Service Manager

JOB DESCRIPTION
Job Title: Service Manager
Company: ClwydAlyn
Department: Supported Living
Responsible to: Supported Living Manager
Responsible for: Deputy Managers, Project Workers, Assistant Project Workers

and Ancillary Staff in creating an environment where our
residents can flourish.

Location: The Post Holder will manage teams within the Wrexham Foyer

Complex.
Qualifications: Essential - Relevant experience in managing Supported Living

Services and/or Homeless Services.
Desirable - A recognised qualification inHousing, Family
Welfare, Social Care, Supported Housing, Addictions Studies,
Mental Health. NVQ 3 and above in a relevant discipline and/or
relevant experience.

Date of Evaluation: December 2022

Working within our Values
As a Service Manager you will play an active role in creating environments where our
residents can flourish. You will be someone who values inclusivity and is passionate about
giving people support in their home and within their community to improve their quality of life.
Our mission at ClwydAlyn is “Together to Beat Poverty!” and your role is key in helping us to
eradicate the causes of poverty across North Wales by enhancing the lives and promoting the
wellbeing of our residents.
Relationship building and teamwork is key to the success of this role. You will lead teams
within one large service who provide advice and support to our residents, empowering and
encouraging them to make positive choices which could lead to volunteering,
apprenticeships, work placements, education and ultimately moving onto living an
independent lifestyle and contributing and feeling part of the community.
The role is both challenging and rewarding. Making a real difference to people’s lives means
that you’ll need to be bold, passionate, and confident in having open and honest
conversations.

At the heart of the Service Manager Role you will be;

• Leading your team in facilitating opportunities including activities for residents which

will promote social inclusion, confidence, social skills, wellbeing and diversity.

• Conducting regular supervision for your Deputy Managers, including the

identification of any professional development needs, and taking the necessary

action to ensure such needs are met, providing day to day support and direction to

the team.

• Lead your team in providing specialist addiction/mental health support including

o Ensuring all housing management functions and building compliance

responsibilities are fulfilled across your service.

o Reviewing performance against budgets ensuring the services are set

appropriately in line with the revenue for the service and managed within the

budgetary parameters.

o Driving change and continuous improvement, work collaboratively with partner

agencies to develop solutions to the challenges we face.

o Monitoring and report on performance within service areas driving continual

improvement.

o Undertaking assurance activities to ensure compliance with all safeguarding,

health and safety practices.

o Representing ClwydAlyn through contribution to local, and organisational

consultations, planning and development activity.

o Establishing effective consultation mechanisms that encourage residents to

help shape ClwydAlyn services.

o Liaising with external agencies and advocating for serious or complex matters

on residents’ behalf (this could include case conferences, core group

meetings, or other case specific strategy meetings)

o Understanding and ensuring that the service meets the standards expected by

Welsh Government, Commissioners and ClwydAlyn.

o Working as part of a rota for on-call

• Be open and have honest “fierce” conversations, be willing to accept and act on

constructive feedback, keeping people informed, and always do what we’ve said

we’ll do.

Be able to create and manage Rota’s effectively for staff members to deliver
effective support to our residents safely.

• Lead by example, demonstrating our values, behaviours, and Code of Conduct.
  

• Have a resilient approach to dealing with challenging behaviours and provide a

trauma informed solution.

• Take pride in your working environment, empowering your team to do the same.

Knowledge

2.1 Relevant employment law and practices relating to the management of staff.

2.2 Understanding of homelessness that enables you to recognise and understand the risks,

causes and impact.

2.3 Equality, diversity, and other factors that can result in disadvantage or discrimination

that enables you to recognise it and respond, both in relation to residents and staff.

2.4 Housing law that enables you to advise your team to ensure residents’ rights and

responsibilities (and landlord’s responsibilities) are understood and upheld.

2.5 ACEs and trauma that enables you to understand their impact, avoid using

retraumatising practices and apply trauma and psychologically informed approaches.

2.6 How related issues such as substance use, mental health, and offending behaviour

can impact on a resident’s support and progress, in addition to how a service operates.

2.7 The Welfare benefits system that enables you to advise and assist residents to receive

the benefits they are entitled to, and the processes involved in signposting people to

further support, advice, and guidance.

2.8 Enhanced harm reduction strategies that enables you to advise and assist residents in

reducing the risks of their lifestyle/situation.

2.9 Local and national safeguarding practices and procedures.

2.10 Relevant health and safety law and practice including building safety regime and fire

safety.

Disclosure & Barring Service Check requirement:

This role has been assessed as requiring an Enhanced Level Disclosure and Barring
Service (DBS) with Barred List check due to the work being undertaken being performed
directly with vulnerable groups or children which is deemed regulated activity.