Head of Client Support Services

Manage, lead and deliver performance, quality, compliance and financial targets across a portfolio of health contracts operating within the West Midlands, including:

• Achievement of Key Performance Indicators (KPIs), quality and compliance targets
• Adherence to quality standards, policies, and procedures
• Deliver strategy to market and promote the service to ensure referrals to the service are appropriate, in line with targets and match inclusion criteria requirements
• Ensure service risks, barriers and issues are identified and contingency plans are agreed with Senior Management Team

Create links and pathways with local services, community organisations and agencies that complement the aims of the service

• Promote the service and provide advice and support for referring agencies on the strengths and skills of the service to meet their customers' needs
• Be a strong conduit between the service and the Commissioners, together with any national and regional networks supporting the development of national and local health aims
• Facilitate communication and development of relationships between delivery team and wider primary and community care services / groups
• Overarching management of performance and financial data assigned to partner Service Level Agreements and sub-contractor contracts, including the provision of reports to commissioners and Senior Leadership.
• Deliver monitoring meetings with external providers, referral partners and other key stakeholders
• Undertake regular face-to-face meetings with commissioners, local authority representatives, Integrated Care System partners, subcontractors and other key stakeholders to review performance, strengthen partnerships and support contract growth and sustainability.

Ensure Quality/Process and Procedures are embedded:

• Develop the thresholds, referral criteria, pathway policies, procedures and associated administration and forms, ensuring that these are thoroughly tested, user friendly and widely known.
• Ensure the service meets all quality assurance standards
• Ensure systems are in place for ongoing review and assessment of service and staff performance
• Be responsible for the deployment of measures that confirm delivery standards are being met and staff are demonstrating the required competencies in line with their specialist work area
• Ensure information management processes meet required data management guidelines and systems are in place to satisfy Freedom of Information requests and Information Governance requirements as required

Recruiting and developing teams to ensure they are embedded within Maximus and satisfy all required knowledge and quality standards, encourage learning and innovative culture, capturing best practice to inform service design and improvements

• Facilitate and/or provide formal and informal training to ensure teams meet the required competencies and skills required
• Support all to access supervision and ensure all engage in the development of annual Personal Development Plans (PDPs)
• Participate in the induction of all new staff, keep accurate and up to date personnel files and ensure mandatory training carried out in a timely manor
• Ensure the services complies with auditable standards and evaluation relating to use and effectiveness of the service, including comparison with other services provided in other areas
• Ensure clinical policies, processes are adhered to by the team across the service
• Support with research (as required) to proactively build our portfolio of evidence and innovation

Local Authority

• Integrated Care Partnerships / Boards
• Community and Voluntary sector
• Population being served / supported
• Sub-contractors and key partners
• Community stakeholders
• Healthcare settings including GP Practices / Primary Care Networks

Degree or equivalent professional qualification in a relevant field of Health Promotion, Public Health, Health & Social Policy, Social Sciences, or Community Development

• Demonstrable management, leadership and mentoring within a similar role/environment
• Evidence of effective delivery of programmes in line with contractual requirements and service level agreements
• Experience and confident in financial management, able to scrutinise budgets and support / inform P&L reports
• Familiar with business and service risk analysis, experienced in mitigating challenges faced
• Recruiting and developing multi-disciplinary teams
• Practised in writing reports, procedures, policies, popular communications for wider circulation
• Devising, implementing, and analysing performance measures for services
• Experience of delivering service improvements

Recognised leadership and / or management qualification

• Experience in community development in areas of deprivation, Project Management and Developing new services
A strong understanding/knowledge of relevant health and social policy, legislation, and performance frameworks

• A good understanding of the NHS / local government
• Excellent internal and external stakeholder engagement and management
• Effective caseload management inclusive of accurate data collection, data entry, timely recording, and delivery against agreed Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).
• The ability to manage time independently and effectively and work to deadlines
• Effective safe and sensitive data management in line with information security standards
• Excellent Microsoft Office skills and ability to learn quickly when using news systems and processes
• Commitment to personal development and training
• Commitment to flexible working (including evenings and weekends), ensuring the service is available to all residents including, those who work during the day, shift workers and those with children of school age
• Commitment to supporting overall team/contract performance to the highest standards, undertaking a range of duties in line with business requirements

Knowledge, understanding and experience of applying behaviour science within service delivery

MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. • Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.