CS5601 - Deputy Manager

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Posted: 04/10/2019 16:56
Start Date: Not Available
Salary: £22,089.00 per annum
Location: Bath
Level: Management
Deadline: 20/10/2019 23:59
Hours: 37.5
Benefits: Excellent
Job Type: Permanent

Location: Bath

South West Outreach Services for deaf and deaf blind adults was set up in 1999 and is based in Bath, England and provides support for deaf adults living in Bath, Bristol, South Gloucestershire, North Somerset, Somerset and Wiltshire.

Our outreach service provides specialist support for deaf and deafblind people living in their own homes in Bath and the surrounding areas. The service specialises in supporting Deaf people with Minimal Language Skills, Learning Disabilities, physical disabilities, mental health needs and / or maintaining contact with the local community. We can offer low – medium, short term or continuing support. Our support packages are 1-19 hours per week.

Outreach’s aim is to enable the people who use our service to promote and develop independence skills to their full potential and they have access to a wide range of services and local amenities. Each person has a personal Support Plan, based on their individual needs and aspirations. We can help with a wide range of practical matters including working with the people who use our service to enhance their skills and quality of life, and support them in maintaining their tenancy.

Interview Date: TBC

This post is also subject to an Enhanced DBS with barred list check.

If you’d like to know more about this role please contact Janet McHale on 01225 356488 or email Janet.Mchale@hearingloss.org.uk

Staff Benefits

You'll enjoy a range of excellent benefits and access to ongoing support and learning and development programmes across the country. We provide an attractive and competitive salary and benefits package. We also recognise your talent and commitment by helping you to take care of your health, life balance and financial wellbeing.

  • 25 days annual leave plus bank holidays (pro rata if part time)
  • Bank holiday enhancement
  • Cycle to work scheme to help you save on the price of a new bike
  • Health scheme to cover you and your family’s health from £7 per month
  • Employee assistance programme that gives you and your family free, confidential support.
  • The option to buy or sell leave annually in exchange for salary
  • Enhanced benefits, including maternity, paternity and shared parental leave
  • Flexible working arrangements
  • Supporting you to study including time off for study leave and external courses
  • Workplace pension scheme
  • £50,000 life assurance
  • Interest-free season ticket loans
  • Discounts and savings on our products and publications, and a half-price subscription to our magazine
  • An annual ceremony where we recognise those nominated for Pod award as well as rewarding winners.
  • The annual ‘Big Satisfaction’ staff survey measuring levels of engagement and job satisfaction
  • We are proud to hold the Investors in People Standard
  • Staff council and staff companions.
  • We are proud to hold Disability Confident Employer status.
  • Our three core values are People, Passion and Partnership. These values guide and challenge how we act, how we behave towards others, and how we go about our day-to-day work.

Learning & Development

We place high importance on giving our staff the opportunity to develop their careers. We therefore provide access to a wide range of learning and development opportunities including inductions, training courses, accredited qualifications, and coaching and mentoring schemes.

  • Induction programme for new starters covering everything you need to know about our organisation, as well as providing an introduction to hearing loss.
  • British Sign Language training and certification.
  • An internal coaching scheme
  • Partnership mentoring scheme where we match employees with suitable mentors at the Royal National Institute for Blind People (RNIB) and the National Deaf Children's Society (NDCS).

About Care and Support at Action on Hearing Loss

We offer a wide range of high quality residential and community services providing specialist care and support for deaf and hard of hearing people with additional needs across the UK.

We are committed to person centred working. Everyone who uses our services has the right to:

  • Privacy, dignity, choice, maximum possible independence and support to help reach their full potential.
  • Communicate in their chosen way.
  • Be valued and respected as individuals, recognising that everyone is different and offering equal opportunities.
  • Everyday life opportunities through support from our staff.
  • Be involved in the planning of their own care or support.
  • Live safely and securely and to a comfortable standard.
  • Influence the type of services that we provide.
  • Confidential access to information about themselves, and to know how we might share this information with others.
  • An independent advocate if they want one.
  • Make a complaint about any service and to have their complaint investigated using our complaints procedure, in a way they can understand.

We aim to tailor this to the communication needs of the people who use them so that it is completely accessible to them.

Choosing to work in Care and Support is one of the most fulfilling and exciting decisions you can make. You will also get the chance to complete the NVQ/Diploma Level 3 in Care or equivalent and have access to up to date training. With any job there will be ups and downs but working in social care has very specific rewards and challenges.

To help you decide if this role is for you, for more information on the work we do and to hear some of the stories of the people we support visit:  http://www.actiononhearingloss.org.uk/supporting-you/care-and-support.aspx    

Values & Behaviours

We have 3 core values at Action on Hearing Loss: People, Passion, Partnership.

They reflect what we are like at our best and what we aim to be more like, more of the time.

They guide how we act, behave towards others and go about our day to day work.



  • We treat people with warmth, dignity and respect.
  • We show kindness, care and understanding.
  • We treat people how we would like to be treated.


  • We work with enthusiasm and energy.
  • We strive for high standards and always try to do our best.
  • We innovate, take risks and try new things.


  • We listen carefully to others and try hard to understand.
  • We share insights, ideas and resources.
  • We act with integrity, building trust.

Job Description

Overall Purpose of the Role:

  • To deliver a person-centred service for people who use our services.
  • To assist the manager in the overall running of the services, maintaining appropriate standard of quality assurance, meeting the aims and objectives as defined by Action on Hearing Loss.
  • To ensure effective delegation of duties and responsibilities with regard to the care of all people using our services to provide a stimulating environment, encouraging them to attain their full potential and maximise the options available to them.

Key Accountabilities and Responsibilities:

  • To hold duty manager’s responsibilities for all support services.
  • To take responsibility for the area in the manager’s absence, attending and actively contributing to manager’s meetings, presenting reports and undertaking specific projects.
  • To support the Manager to provide effective line management to the Team including, regular 1:1 supervisions and annual appraisals.
  • To support the Manager to respond to new referrals and undertake service user assessments with the service manager.
  • To support the manager to cover and maintain the rota ensuring that all staff are effectively deployed across services. This will include providing direct support to service users in the community.
  • To support the manager to ensure all services are provided within a person centred ethos and enhance opportunities for the people we support.
  • To support the manager to carry out self-assessments/audit visits to monitor compliance and provide action plans to support the continuous improvement agenda.
  • To work with the manager to sustain and develop contacts with internal and external stakeholders in the area, enabling the effective growth and development of new services, and analyse new business opportunities and work in conjunction with the head of service.
  • To support the manager, provide financial reports and forecasts as required by Action on Hearing Loss’ supporting system.
  • As and when required to attend and participate in cross directorate forums as a representative of care and support services.
  • To liaise with specialist third party services where necessary/appropriate and to fulfil any other aspect of a service user’s Care/Support Plan in accordance with the referral agreement
  • To support service users with accessing information/awareness of rights to empower them to make informed choices
  • To help maintain a daily reporting system/register
  • To help complete incident reports.
  • To assist in the management of challenging behaviour of service users in line with Action on Hearing Loss policy and procedure
  • Be aware of, and, as appropriate, ensure positive action is taken to support Action on Hearing Loss’s Equal Opportunities policy for both employees and service users

Other Requirements:

  • To drive the Action on Hearing Loss vehicle as required (if in receipt of a full/clean driving licence).
  • To regularly undertake up to date training and complete the Care Certificate.
  • To do sleep-ins and fully work within a shift rota system, with rotas subject to change.
  • To take the people we support on holidays if required.


  • To encourage people who use our services to be involved in and take responsibility for the running of their own home. To support people to use community facilities, promote a variety of social and leisure activities and to support people with their health needs through informed choice. To provide a stimulating environment where skills can be maintained and developed. To support people with their intellectual and social development according to each person’s desires, abilities and needs. To achieve stated objectives from their person centred plan. To assist in the administration of medication according to Action on Hearing Loss policy and procedures, and report any medical conditions that may arise. 
  • To lead and manage care teams who are accountable to the people using services for whom they keywork. To ensure staff are meeting the expected standard with their responsibilities for the people using services. To encourage staff to maintain good record keeping in line with current person centred tools such as the Outcomes Project. To comply with all requirements of CQC Registrations.


  • To contribute to effective communication with people who use our services, their relatives, friends, professional helpers and other members of staff.  To facilitate meetings to ensure the involvement of people who use our services in consultation and decision making.  Encourage relationships and support people with their emotional needs, ensuring the continuity of quality and safety in the provision of care and support services.
  • To develop effective working relationships with the management team which contributes to the successful running of the service. To act in a supervisory role for the staff team and carry out regular constructive supervision meetings. To communicate honestly, openly and transparently. To participate in business and forward-planning meetings with the Registered Manager and to implement action as appropriate.


  • To support people who use our services to think about, plan and achieve goals and develop their involvement in their plans using person centred plan (PCP).  Enable these individuals to be at the centre of their care package using appropriate Person Centred approaches to plan, implement, monitor and review their support as part of a continual process.  
  • To support the team and inspire leadership by making the most of our person centred tools and monitoring regular use and accurate recording of information gathered from their use. To ensure appropriate care plans and reviewing systems are operating for all people using the service within the home and best practice values underpin these plans


  • Where appropriate to assist the people who use our service with physical disabilities following appropriate training, in line with Action on Hearing Loss Policy and procedure. To assist with personal care and dressing as appropriate. To support the people who use our service to administer and monitor medication, in line with Action on Hearing Loss Policy and procedure.


  • To offer and support people with a range of new experiences & to encourage and support people to develop and pursue their own cultural interests. To encourage an awareness of individual’s rights and responsibilities as citizens in their own home and within the wider community.


  • To ensure the general well-being, safety and security of everyone who uses the service by continually assessing risk taking. To maintain high standards of health, safety and hygiene, ensure a clean and safe environment, support the people who use the service with their domestic responsibilities and personally undertake cleaning tasks as necessary. To work within agreed Health & Safety policies and procedures, support people with their awareness of specific and general health issues & support people as appropriate in taking & monitoring their medication and liaising with other health professionals.
  • To assist in responsibility for the overall efficient administration of the home including:  income and expenditure; finance and administration; maintenance of the building; health and safety; environmental health.


  • To attend and participate in team meetings, work within policies and procedures as agreed by the team as a whole or at the instruction of the managers. To support and provide induction to new team members, relief workers or volunteers and work within a team culture which provides support and encouragement to all team members regardless of job role. To develop positive and professional relationships with all team members. To fully work within a shift rota system.
  • To deputise for the Registered Manager in their absence and chair staff meetings. To manage and maintain professional working relationships within the team, including performance and attendance management. To address any issues without delay and accurately record meetings
  • To be part of the on-call management cover of the service and to be part of the rota system, including sleep-in duties where required.
  • To devise, co-ordinate and lead the weekly rota system in the service ensuring shifts are covered to minimum staffing levels and support the manager in covering weekly rota’s
  • To participate in recruitment and selection with the Registered Manager


  • To actively participate in supervision, appraisals and training programmes necessary for professional development and specific to the needs of people using our services.
  • To be responsible for the appropriate allocation of training for all staff. This includes booking people onto required training courses and being aware of when these need renewing, updating the training matrix and keeping accurate records of training received for all staff. To mentor all staff through their induction packs, Diplomas in Health and Social Care and BSL qualifications. To provide appropriate support and supervision to staff in the home, including appraisals, supervision and core training
  • To take a proactive role in staff development in the service, as required by Registered Manager


  • To maintain and update written and computerised records, as required, in line with the Action on Hearing Loss policies and procedures and legislative requirements and be involved in the development of service policies and procedures. To ensure financial records are kept up to date, budget limits are adhered to and financial instructions are observed. To assist with benefits, banking and budgeting issues for people who use our services and provide support as appropriate.
  • To be responsible for checking and reconciling petty cash floats.                           


  • To be aware of the vulnerability of the people you work with and be alert to potential for abuse. To use local and national policies and procedures for recognising, recording, reporting and participating in safeguarding protocols
  • To act as a deputy in the Registered Manager’s absence and promptly deal with any safeguarding disclosures following Action on Hearing Loss’ and the Local Authority protocol.


  • To drive the Action on Hearing Loss vehicle as required (if in receipt of a full/clean driving licence)
  • This job description is a general guideline only. All Deputy Managers may be required to undertake duties not outlined above at the request of the Manager.
  • To carry out the duties and responsibilities of the post at all times in compliance with all of Action on Hearing Loss policies, including Information Governance, Equal Opportunities and Health & Safety. 


  • To ensure that in all day to day interaction with people we support the principles and values of person centred practice is upheld and evidenced to maximise choice and control by;
  • Ensuring the day to day use of person centred practice tools within the planning and delivery of support.
  • Ensuring that practice in this area is developed and reflected upon.
  • Ensuring that the people are supported to make informed choices about their goals and daily living and are supported to retain control of their personal objectives.
  • Ensuring that the people we support are supported to achieve their chosen outcomes.

Person specification:

  Essential Desirable
  • Experience of Outreach work or equivalent, paid or voluntary.
  • Experience of working with people with minimal language skills, challenging behaviour, mental health disorders, learning disabilities and dual-sensory loss or similar.
  • Experience of delivering person centred care and support service
  • Experience of organising your own work, able to plan and manage own time effectively.
  • Experience of working in a supervisory role within a care setting.
  • Experience of service management, including division of staff rota systems
  • Experience of working in a similar deputy role with the ability to demonstrate knowledge of the needs of people using our services and relevant legislation.
  • The ability to drive as we cover a large area
  • Demonstrate an ability to supervise/support/lead a staff team
  • Demonstrate an ability to manage a budget.
  • Demonstrate an ability to take responsibility and make decisions in line with Action on Hearing Loss’ Policies, Procedures and Regulations
Qualifications / Professional Training
  • Good standard of written English. GCSE level or equivalent.
  • BSL Level 3 and above or willingness to acquire within 12 months
  • NVQ/Diploma Level 5 in Care Leadership or equivalent (or the ability and commitment to work towards achieving it in 12 months). 
Skills / Knowledge
  • Knowledge of person centred approaches/tools and understanding of how this benefits the people who use our services.
  • Knowledge of issues relating to equal opportunities and how these can affect the people we support, staff and volunteers.
  • An awareness of deaf issues and the potential impact of these on individuals.
  • Ability to work independently and flexibly across a number of projects and locations.
  • A willingness to learn about deaf & deafblind culture and be committed to promoting service users’ culture within work carried out.
  • Ability to generate own correspondence, reports and maintain appropriate records.
Personal Qualities
  • Good communication and interpersonal skills - able to relate easily to others and form positive working relationships.
  • Ability to demonstrate the Action on Hearing Loss values and behaviours
  • An ability to implement Equal Opportunities within the role of Deputy Manager.
Thinking Style
  • Able to reflect with the team on the group dynamics and how this relates to the task; be willing to participate in internal or external groups to facilitate greater awareness of these processes.
  • Ability to maintain effective communication across a variety of work situations
  • The ability to devise and implement a programme of work - able to work from care plans and design activities with service users to meet objectives.
  • The ability to work on own initiative and for long periods alone.
  • Ability to work under pressure.

Communication is a basic human need. Yet most of us know someone who struggles to communicate through hearing loss. It can cause substantial harm to friendships, family relationships, confidence, employability, mental health and life chances.

Action on Hearing Loss (formerly the RNID) is the UK’s largest charity for the 11 million people in the UK who confront deafness, tinnitus and hearing loss every day. Established in 1911, we help people to take control of their lives and live the life they choose, removing the barriers standing in their way. We give people support and care, develop technology and treatments, and campaign for equality. 

We champion the value of difference and equality and celebrate our diverse and inclusive workforce. We actively encourage applications from eligible candidates from BAME backgrounds or who are deaf or hard of hearing. With almost 20% of our employees having a disability we proudly hold Disability Confident Leader status and guarantee an interview for disabled applicants meeting the minimum essential criteria.

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