APPLICATION PACK

Healthwatch Operations Manager

September 2018 Dear Applicant Thank you for your interest in the Healthwatch Operations Manager vacancy. You will find the following information included in this pack:

About our application process Background information about Healthwatch Wakefield A job profile and person specification for the post An equal opportunities monitoring form

The closing date for applications is Monday 8 October 2018 at 12 Noon. Application forms and the equal opportunities monitoring form should be emailed to jobs@healthwatchwakefield.co.uk or posted to:

Vacancies Healthwatch Wakefield Limited Unity House Westgate Wakefield WF1 1EP

Interviews are currently planned for the week commencing 15 October 2018 If you have any questions about the process, or you would like to have an informal discussion about the post, please contact me on 01924 787379. Yours sincerely

Nichola Esmond Healthwatch Wakefield CEO

Background information about Healthwatch Wakefield

Healthwatch is an initiative set up by the Government in 2013 to make sure people are able to influence and challenge health and social care services. Every local area has one. Healthwatch covers services provided by hospitals, care homes, GP surgeries, home care services and many others. Healthwatch Wakefield is the local Healthwatch for Wakefield District. You can find out more about our work at our website at www.healthwatchwakefield.co.uk. Healthwatch Wakefield has a team approach in that local health and care intelligence is considered jointly with relevant stakeholders; priorities are set; and staff and volunteers work together to investigate the agreed key work areas. We have a focus on achieving positive outcomes to improve local health and social care services, using a strong evidence base to support our work. The Healthwatch Wakefield contract is commissioned through Wakefield Metropolitan District Council. From April 2016 Healthwatch Wakefield Limited became a fully independent organisation and is therefore the employer of all Healthwatch Wakefield staff. Healthwatch has a number of statutory functions that it must fulfil, as follows: 1. Promoting and supporting involvement of local people in commissioning, provision and

scrutiny of local care services.

2. Enabling local people to monitor local care services and whether/how they could/ought to be improved.

3. Obtaining views of local people regarding their needs for, and experiences of, local care services and making these views known.

4. Making reports and recommendations about how local care services could or ought to be improved. These should be directed to commissioners and providers, and people responsible for managing or scrutinising services and shared with Healthwatch England.

5. Providing advice and information about access to local care services so choices can be made about local care services.

6. Formulating views on standard of provision and whether and how the local care services could and ought to be improved.

7. Making recommendations to Healthwatch England to advise the Care Quality Commission to conduct special reviews or investigations (or, where the circumstances justify making such recommendations direct to the CQC); and to make recommendations to Healthwatch England to publish reports about particular issues.

8. Providing Healthwatch England with the intelligence and insight it needs to enable it to perform effectively.

Working at Healthwatch Wakefield Healthwatch Wakefield is a small organisation with a very wide remit, working in an ever-changing environment. This means that staff and management have to respond to both internal and external opportunities, sometimes in a short timescale. As a result, the pace of work can be very fast. However we have a relatively informal working environment and the organisation is very friendly. Staff members working at Healthwatch Wakefield have many opportunities to develop their skills and experience and to prioritise and manage their own workload on a day to day basis. We are therefore looking for people who enjoy a 'can-do' approach and are able to find ways and means to undertake work when solutions may not always be initially obvious, and people who relish a busy, collaborative working atmosphere. Terms and conditions A Statement of Employment Particulars exists which covers our written terms and conditions. For information they include:

25 days a year holiday plus bank holidays plus three days between Christmas and New Year (pro rata for part time staff)

5% employer salary contribution to a stakeholder pension scheme (and 4%

employee contribution)

Flexi-time Job share applications

All full time posts are available for job share.

If two people wish to apply as one candidate both should complete the first five pages of the application form and you can then decide whether to respond to the specific questions on one form or on two separate forms. Please provide a covering letter explaining how you have completed your application.

Healthwatch Wakefield Organisation Chart October 2018

Healthwatch Wakefield Board

Chief Executive Officer

Nichola Esmond

Operations Manager - Vacant

Communications and Quality

Officer

Helen Watkiss

Volunteer Officer

Safeen Rehman

Volunteers and peer

researchers

Engagement Officer

Ann Marie Maguire

NHS Complaints Advocate

Jaqueline O'Brien

Adviser

Wendy Dodson

CommunityResearch

Officer

Laura Brown

Macmillan Yorkshire

Cancer Patient Forum

Jill Long

Cancer Alliance

Community Panel

Fraser Corry

Finance Officer

Sarah Scott

Administrator

Helen Moss

About our recruitment process The person specification Our application process is based entirely on the person specification which is contained in the information about the particular post you are interested in. It is therefore very important that you read this document to see how you feel you meet the requirements we feel are needed to enable someone to meet the job profile. The application form The form has been designed to be as easy to complete as possible. Therefore please ensure you read all the instructions and provide all the information requested. If you are hand writing the form, please do so in black ink and write as clearly as possible. Do not include a CV as these will not be considered as part of the process. Shortlisting When shortlisting, we will go through the specification and look at all the criteria listed to see whether you can show you meet them. It is therefore useful to give as much information as you can within the space allocated. For example, if the spec says 'Experience of preparing accounts' please do not just say something like 'I can prepare accounts' but rather 'I have experience of preparing accounts having been responsible for preparing the books for ABC Community Association for 3 years. This work included preparing the budgets, undertaking all the bookkeeping, producing regular reports of our income and expenses against the budget for the management committee, liaison with the Auditor and presenting the audited accounts to the committee'.

Interview The interview is designed to find out how each candidate meets the person specification. You will be asked to give a presentation and/or to undertake an active task at the interview. There will be a formal interview panel and a less formal conversation with a patient/stakeholder panel as well. We suggest you allow about 2 hours for the full interview process. References We reserve the right to take up references. Any offer of employment is subject to our receiving satisfactory references. Unpaid work Please remember that unpaid work experience can be as important as paid work experience. For that reason we include a specific page for this. Eligibility to work in the UK English law requires that all employers check that everyone they employ is legally eligible to work in the UK. As an equal opportunities employer, Healthwatch Wakefield will therefore require all successful candidates to provide this proof prior to starting work. The Home Office has provided a detailed list of what documents provide the proof. If you would like to discuss this further please do contact us.

Healthwatch Wakefield Operations Manager Job Description

Responsible to: Healthwatch Wakefield CEO

Responsible for: Healthwatch Wakefield core staff

Salary: £30,000 (pro rata) plus 5% employer, 4% employee pension contribution

Hours: 30 hours per week

Place of Work: Healthwatch Wakefield, Unity House, Westgate, Wakefield WF1 1EP

Holidays: 25 days + bank holidays + three days between Christmas and New Year (pro rata) Job Purpose 1. Provide operational management for an effective, inclusive and high quality local Healthwatch.

2. Facilitate Healthwatch Wakefield’s ability to improve health and social care and challenge where necessary, underpinned by robust intelligence gathering arrangements.

3. Ensure that the work of Healthwatch Wakefield conforms to all required principles, objectives and statutory obligations, and meets all contract requirements between Healthwatch Wakefield and Wakefield Council.

Main Duties and Responsibilities Operational Management

Ensure that Healthwatch Wakefield is equipped and able to carry out its statutory functions and powers effectively.

Ensure that the Healthwatch Wakefield team has a reliable, accurate, suitable information management system to collect intelligence and provide information for quarterly monitoring reports.

Work closely with the CEO, trustees and staff in the design and delivery of the core Healthwatch Wakefield work plan, utilising intelligence triangulated from a variety of sources to inform decisions.

Work with subcontractors to ensure they are delivering on contractual outcomes and providing regular information for monitoring purposes.

Ensure that the Healthwatch Wakefield team is delivering to agreed communications and engagement strategies.

Ensure that all those involved in Healthwatch activities are able to use information management systems, and are complying with policies and procedures including Data Protection.

Produce or oversee the production of reports and presentations to a wide range of people, organisations, strategic partnerships etc. and ensure that they are accurate, timely and of the highest standard.

Produce reports as required for Healthwatch Board, Finance and HR Sub Group meetings.

Liaise with Unity House landlord in relation to premises, health and safety and other policies.

Financial

Oversee Healthwatch core budget, monitor expenditure against budgets and design cost savings and efficiency gains if required.

Human Resources

Support and line manage a small team of Healthwatch staff, using Healthwatch Wakefield employment policies and procedures.

Build a strong, effective and motivated team with personal and team work plans that contain performance objectives linked to contractual reporting requirements.

Maintain up to date personnel files including training records, sickness records, attendance and appraisals; ensure that DBS checks are carried out as required.

Ensure Healthwatch Wakefield volunteers are supported effectively through robust volunteer policies and procedures.

Offer training and support to staff and volunteers as required.

Contract and Service Management

Take responsibility for ensuring contract requirements are fully met, working closely with CEO, members of staff and Board of trustees.

Ensure there are quality systems in place to demonstrate that Healthwatch Wakefield is achieving impact outcomes and meeting key performance indicators; ensure that these are accessible, useful and maintained.

Ensure that the NHS Complaints Advocacy service is delivered safely and effectively and in line with contract requirements.

Produce quarterly monitoring reports for Wakefield Council in the format required.

Arrange and prepare for contract review meetings with Wakefield Council contract manager as necessary.

Ensure that Healthwatch Wakefield works safely, including adhering to good practice in safeguarding, child protection, data protection and information governance, DBS checks and risk assessments.

Other Requirements

Deputise for the CEO if necessary, including shared holiday cover.

Willing to work flexible hours and travel across and outside the district.

Actively promote the principles of equal opportunities, celebrate diversity and challenge discriminatory practice.

Act in a manner that contributes to a positive and credible public profile for Healthwatch Wakefield.

Participate in your own one to one reviews and appraisal.

Take part in training and personal development and participate in Healthwatch Wakefield team meetings, staff development, away days and reviews.

Must be legally entitled to work in the UK.

Undertake any other duties as required which are in line with the objectives of the post.

Healthwatch Wakefield Operations Manager Person Specification

Requirement Essential Desirable

Education and Training

Relevant degree or equivalent qualification or equivalent experience. A knowledge of the health and social care system.

Project management qualification. Evidence of ongoing personal development and training related to the role.

Experience At least two years’ experience at a managerial level. Experience of contract monitoring and compliance. Experience of project implementation and management from beginning to end. Experience of managing, developing and motivating a staff team. Experience of setting and managing budgets and working towards financial targets. Experience of partnership work with a range of stakeholders. Experience of working with diverse communities and tackling discrimination and inequality.

Experience of working in health and social care. Experience of working with or in the voluntary and community sector. Experience of income generation and sustainability, including bid writing. Experience of working with senior managers in public sector bodies.

Skills and Abilities

Able to form and maintain good working relationships and relate well to a wide range of people and agencies. Effective listening, liaison and negotiation skills. Able to interpret complex information and deal effectively with competing interests and challenging situations. Excellent communication skills with a wide range of people and organisations, including making public presentations to large audiences. Able to write high quality reports, action plans, strategic plans etc. in consultation with stakeholders. Excellent organisational skills.

Other A willingness to undertake further training as appropriate and to adopt new procedures Understanding and appreciation of the role of volunteers working alongside professionals.

Competencies Level 2

Healthwatch Wakefield Competency Framework

*Denotes a core competency for all roles

Cluster Competency Individual contributors (level 1)

Managers (level 2)

Senior Leaders (level 3)

Performance Accountability* Takes accountability and ownership. Is positive and proactive. Has a 'can do' attitude. Takes responsibility for own actions. Shows integrity and delivers on commitments.

Takes accountability and ownership. Is positive and proactive. Has a 'can do' attitude. Takes responsibility for own actions. Shows integrity and delivers on commitments. Ensures team members are clear on their role and responsibilities and holds themselves and others accountable for their actions.

Acts as a role model in taking accountability and initiating action. Is positive and proactive. Role models a 'can do' attitude. Has the courage to make bold and timely decisions and take risks. Shows integrity and delivers on commitments. Ensures others are clear on their role and responsibilities and holds themselves and others accountable for their actions.

Delivering performance

Sets high standards for themselves. Consistently delivers high levels of personal performance. Shows determination to achieve results. Shows resilience and persistence to overcome obstacles. Looks for ways to do things more efficiently and make best use of resources.

Sets high standards for themselves and their team(s). Challenges themselves and others to improve their performance. Gives constructive feedback and takes prompt action to tackle poor performance. Shows determination to achieve results. Shows resilience and persistence to overcome obstacles. Drives efficiency and optimises use of resources.

Acts as a role model in setting and delivering high standards. Challenges themselves and others to improve their performance. Gives constructive feedback and takes prompt action to tackle poor performance. Shows determination to achieve results. Shows resilience and persistence to overcome obstacles. Drives efficiency and optimises use of resources.

Alignment and planning

Plans and prioritises own work effectively, focusing their time on activities in line with organisational goals. Sets appropriate and realistic deadlines. Is methodical and accurate with detail. Monitors and tracks performance against plan. Ensures deadlines are met.

Aligns own work and that of their team(s) with the Healthwatch Wakefield vision and strategy. Sets clear priorities and plans to enable achievement of organisational goals. Sets appropriate and realistic deadlines. Monitors and tracks performance against plan. Ensures deadlines are met.

Ensures own work and that of others is aligned with the Healthwatch Wakefield vision and strategy. Sets clear priorities and plans to enable achievement or organisational goals. Sets appropriate and realistic deadlines. Monitors and tracks performance against plans. Ensures deadlines are met.

Learning and change

Is open and flexible to change and new ideas. Identifies opportunities for improvements within own work area. Shows lateral thinking to solve problems creatively. Shows commitment to organisational change initiatives. Is flexible to adapt to changing circumstances and new ways of doing things. Is keen to learn and grow, actively seeking out feedback and learning from experience.

Is open and flexible to change and new ideas. Identifies opportunities for improvements within and beyond own work area. Shows lateral thinking to solve problems creatively. Shows commitment to organisational change. Is keen to learn and grow, actively seeking out feedback and learning from experience.

Creates a culture of openness to change, innovation and learning. Initiates and embraces change. Identifies opportunities for improvement across the organisation. Shows lateral thinking to solve problems creatively. Is seen as a champion of organisational change. Focuses on the possibilities afford by change. Is keen to learn and grow, actively seeking out feedback and learning from new experience.

Insight Breadth of perspective*

Shows interest in the Third Sector. Looks beyond own role and shows understanding of other parts of Nova. Acts in the interest of Healthwatch Wakefield as a whole – taking a one organisational perspective. Understands own role in contributing to organisational success.

Shows interest in the Third Sector and the external factors impacting on this. Takes a broad and long-term perspective. Shows understanding of other parts of Healthwatch Wakefield and acts in the interests of Healthwatch Wakefield as a whole – taking a one organisational perspective. Understands and emphasises the role of themselves and their team(s) in contributing to organisational success.

Shows interest in the Third Sector and the external factors impacting on this. Thinks strategically, looking ahead to the long term. Is outward focused and sees the bigger picture. Acts in the interest of Healthwatch Wakefield as a whole, encouraging others to see Healthwatch Wakefield as one organisation and act accordingly. Emphasises the role of themselves and others in contributing to organisational success.

Making effective judgments

Analyses effectively and makes balanced and objective judgments. Asks probing questions and consults appropriately. Thinks about the equality, financial and broader impact of decisions. Takes into account stakeholder needs. Is able to think on their feet and make a quick judgment when needed.

Sees to the core of an issue and makes balanced and objective judgments. Asks probing questions and consults appropriately. Thinks about the equality, financial and broader impact of decisions. Takes into account stakeholder needs. Is able to think on their feet and make prompt decisions when needed.

Fully understands and analyses an issue and makes balanced and objective judgments. Asks probing questions and consults appropriately. Thinks about the equality, financial and broader impact of decisions. Takes into account stakeholder needs. Is able to think on their feet and make prompt decisions when needed.

Applying specialist knowledge

Is knowledgeable and keeps up to date in their area of specialism. Uses expertise to achieve goals. Shares own learning, knowledge and expertise across the organisation, the Third Sector and wider relevant networks.

Is knowledgeable and keeps up to date in their area of specialism. Uses expertise to achieve goals. Shares learning, knowledge, expertise across the organisation, the Third Sector and wider relevant network.

Is knowledgeable and keeps up to date in their area of specialism. Thinks both tactically and strategically about how best to apply expertise across the organisation, the Third Sector and wider relevant network.

Engagement Working collaboratively*

Develops positive working relationships with internal and external customers and stakeholders. Networks effectively and show political awareness. Actively seeks to work with a diversity of people, taking into account people's diverse backgrounds. Is open and respectful when working with others, within and across teams. Demonstrates equality and respect for diversity. Listens and responds effectively. Shows empathy towards others.

Develops empowering and enduring working relationships with internal and external customers and stakeholders. Networks effectively and shows political awareness. Actively seeks to work with a diversity of people, taking into account people's diverse backgrounds. Encourages a culture of openness and respect through their own actions. Ensures equality and respect for diversity through their own actions. Listens and responds effectively. Shows empathy towards others.

Develops empowering and enduring working relationships with internal and external customers and stakeholders. Networks effectively and shows political awareness. Actively seeks to work with a diversity of people, taking into account peoples diverse backgrounds. Inspires a culture of openness, transparency and respect through their own actions. Encourages cross-team working. Creates a culture of equality and respect for diversity through their own actions. Listens and responds effectively. Shows empathy toward others.

Communicating and influencing

Communicates in a confident, clear and engaging manner. Chooses the appropriate form of communication for a situation. Varies style and content to suit the audience's needs. Influences others effectively through the style and content of their communication. Makes a positive and credible impression as an advocate of and ambassador for Healthwatch Wakefield and the Third Sector.

Communicates in a confident, clear and engaging manner. Chooses the appropriate form of communication for a situation. Varies style and content to suit the audience's needs. Makes an impact and influences others effectively through the style and content of their communication. Makes a positive and credible impression as an advocate of and ambassador for Healthwatch Wakefield and the Third Sector.

Communicates in a confident, clear and engaging manner with people from all levels and backgrounds. Chooses the appropriate form of communication for a situation. Varies style and content to suit the audience's needs. Makes a strong impact on others effectively through style and content of their communication. Makes a positive and credible impression as an advocate of and ambassador for Healthwatch Wakefield and the Third Sector.

Empowering leadership

Contributes to and supports the team vision, purpose and direction. Engages and inspires others. Is comfortable taking a lead when appropriate. Empowers and motivates others. Acknowledges and celebrates success.

Takes the lead. Unites the team with a clear sense of purpose and direction. Engages and inspires others. Varies leadership style to bring out the best in people. Empowers and motivates others. Creates an environment that encourages others to perform at their best. Coaches and develops others to realise their potential. Acknowledges and celebrates success.

Takes a strong visible lead. Sets a clear and compelling vision and direction. Engages and inspires others. Varies leadership style to bring out the best in people. Empowers and motivates others. Creates an environment that encourages others to perform at their best. Coaches and develops others to realise their potential. Acknowledges and celebrates success.

Application Form Healthwatch Operations Manager

Healthwatch Wakefield Limited aims to be an equal opportunities employer and will ensure that no job applicant or employee receives less favourable treatment on the grounds of sex, race, disability or any other protected characteristic or factor irrelevant to a person's ability to do a job.

Please note: The first three pages of the application are not used as part of the shortlisting process.

Name

Address

Postcode

Email

May we call you on this number?

Telephone home

Yes No

Mobile Yes No

Telephone work

Yes No

Please tick the box if you are applying for / would consider job share

References Please provide the details of two referees who can comment on your suitability for the post. One referee should be your current employer, or if you are not in employment your most recent employer. If you have not been previously employed give the name of a responsible person who knows you well but is not a relative. References will only be taken up after a conditional job offer has been made and with your knowledge. Referees will be asked to comment on your honesty, professional competence and sickness record.

Name

Position

Address

Telephone

Email

Please say in what capacity you know this person and for how long

Name

Position

Address

Telephone

Email

Please say in what capacity you know this person and for how long

Please confirm with your referees that they are willing/able to supply references before you give their names to us.

Reasonable Adjustments The selection process consists of this application form, a test and an interview. Do you need any adjustments in order to be able to participate in the recruitment process? (If so, please specify.)

Further Information If you are shortlisted for interview you may be asked to complete a form declaring any unspent criminal convictions. If your application is successful you may be required to request a Disclosure and Barring Service check. The need for these checks is post dependent. Healthwatch Wakefield will reimburse the cost of this check. How did you find out about this post or where did you see it advertised?

If you wish to make a complaint about any aspect of this application process, please contact the CEO. Declaration I declare that the information given on this form is true and correct to the best of my knowledge and belief.

Signature Date

Education Please provide details of your education from high/secondary school starting with the most recent.

Name of establishment Dates attended from to

Subjects studied / Qualifications gained

Please continue on an additional sheet if required.

Training and Professional Development Please provide details of training you have undertaken starting with the most recent.

Details of training provider Dates Details of training undertaken

Please continue on an additional sheet if required.

Employment Experience Please provide details of your employment experience starting with the most recent.

Dates from / to

Name of organisation Post held and brief description of responsibilities Reason for leaving

Please continue on an additional sheet if required.

Length of notice or date you could start

Community and Voluntary Work Experience Please tell us about any voluntary work experience you have gained, or about your involvement in community and voluntary groups, which is not given on previous pages.

Dates from / to

Name of organisation Details of your work / activities / responsibilities

Please describe how you meet the person specification for this role. You can use up to 2 sides of A4 and a minimum of size 11 font.

Equality Monitoring Form Please tick or if using a computer, double click the box of your choice and select the checked option. What gender are you?

Female Male Prefer not to say

Transgender - is your gender identity different to the sex you were assumed to be at birth?

Yes No Prefer not to say

Pregnancy and Maternity

I am pregnant I have given birth within the last 26 weeks

Not applicable Prefer not to say

What is your age?

16 - 25 26 - 35 36 - 45

46 – 55 56 - 65 66 – 75

Prefer not to say

What is your sexual orientation?

Bisexual (both sexes) Heterosexual/straight (opposite sex)

Gay man (same sex) Lesbian/gay woman (same sex) Prefer not to say

Do you consider yourself to belong to any religion?

Buddhism Christianity Hinduism

Islam Judaism Sikhism

Other No religion Prefer not to say

What is your ethnic background?

Asian, or Asian British

Black, or Black British

Mixed/ multiple Ethnic groups

White Other

Chinese African Asian & White British Arab

Indian Caribbean Black African & White Eastern European Other

Pakistani Other Black Caribbean & White Other

Other Other

If any other ethnic background, please state here:

Prefer not to say

Do you consider yourself to have a disability? Please tick all that apply Under the Equality Act 2010 a disability is defined as 'a physical, sensory or mental impairment which has, or had a substantial and long-term adverse effect on a person's ability to carry out normal day to day activities'.

Long standing illness or health condition e.g. cancer, diabetes, HIV, etc

Learning disability/difficulty Mental Health condition Physical or mobility

Hearing Visual Other (please state)

Prefer not to say

Do you look after, or give any help or support to a family member, friend or neighbour because of long term physical disability, mental ill-health or problems related to old age?

Yes No Prefer not to say

Thank you