Advertised role location: 10 Church Street
Official document: 55927999 Homecare Service Ass Manager Band 6 (docx)
Assistant Service Manager

Band 6

Assistant Service Manager

Band 6

JOB DESCRIPTION

JOB TITLE: Assistant Service Manager

BAND: 6

DIRECTORATE: Primary Care and Older People Service

INITIAL LOCATION: Ards Hospital Newtownards

REPORTS TO: Registered Manager

ACCOUNTABLE TO: Director of Primary Care and Older People Service

FLEXIBLE WORKING 30 hours/week
PROVISIONS AVALABLE


JOB SUMMARY

The Assistant Service Manager (ASM) within Homecare Services will support our Registered Managers to lead our registered Homecare services based on the Downshire Hospital site Downpatrick and the Ards Hospital site in Newtownards, and our Care Bureau service, based on the Ards Hospital site also.

South Eastern H&SC Trust Homecare Services coordinate over 12,000 hours of homecare each week and manage a workforce of over 650 Band 3 Homecare staff.

Our Care Bureau team receive over 100 new referrals for homecare each week and source homecare care packages for service users from all programmes of care across the South Eastern H&SC Trust from both our Homecare Service and our approved Independent Sector Homecare Providers.

The ASMs provide operational support to the Homecare Service and Care Bureau teams and deputise for the Registered Manager as necessary. The role of our ASMs is crucial to ensure all Homecare services commissioned and also those delivered by South Eastern H&SC Trust Homecare teams adhere to regulation and complies with the DHSSPS Minimum Standards for Domiciliary Care Agencies.

KEY DUTIES / RESPONSIBILITIES

1 Responsible for the establishment, development, and implementation and updating of new processes / protocols, which will maximise the efficiency of the service and can be shared with internal and external stakeholders.

2 Deal appropriately with issues of concern raised by staff to resolve in a timely manner or escalate as necessary.

3 To assist the Registered Manager in the day-to-day running of the service and deputise as required.

4 To directly manage and provide effective leadership and professional support to a team of staff within the Care Bureau and Homecare Service.

5 Responsible for devising, implementing and maintaining a full understanding of the computerised systems used within the service, providing first-line resolution to faults where possible and liaising with CareLine Live Systems Manager when appropriate.

6 Responsible for providing appropriate systems training to staff within the service.

7 Responsible for producing a range of standard and ad hoc reports from systems such as CareLine Live, for external reporting and monitoring of performance.

8 Responsible for the maintenance and updating of equipment, ensuring swift resolution where possible (to include iPads).

9 Responsible for investigating and responding to complaints relating to the service.

10 Partake in any review of the service structure and or its processes.

11 To ensure the service is compliant with RQIA Minimum Standards and ensure all requirements / recommendations identified in Quality Improvements Plans are actioned

12 To undertake regular announced and unannounced monitoring visits and audits within the service and other regulated services as requested

13 To proactively investigate missed calls and take remedial action.

14 To proactively engage in Staff / Management / Union meetings.

15 To attend all mandatory training and any training relevant to post as agreed with Line Manager.

16 To regularly review service need with Keyworkers to ensure care provided meets the assessed need of each service user.

17 Ensure staff are aware of policies and procedures and are compliant with their use.

18 To promote good communication and develop relationships with all stakeholders connected to the service.

19 Organise and participate in the Homecare Out of Hours Service.

20 Undertake a range of human resources / staff management duties including but not only those listed below:

Workforce Planning
Recruitment and Selection
Induction Training
Staff Development Training
Supervision, Appraisal, KSF
Disciplinary / Capability Procedures
Staff Absenteeism Management

21 Participate as required in the investigation and responding to complaints.

22 Adhere to ICT systems within the South Eastern H&SC Trust eg CareLine Live, HRPTS / Appraisals Records / Annual Leave.

23 To ensure Key Performance Indicators of the service are evidenced.

24 To fully investigate accidents / incidents and identify preventative action which will help prevent or minimise a recurrence in liaison with the Risk Management Department.

25 To be responsible for ensuring good service user care, including seeking service user feedback investigating complaints.

Staff Management

1 Responsible for the effective management of the staff team, ensuring cost effectiveness and efficiency.

2 Review and continuously monitor the workload distribution and allocate staff accordingly to ensure the effective provision of cover during staff absence.

3 Develop and maintain staff appraisal processes.

4 Develop and maintain accurate staff records

5 Allocate leave and monitor sickness and absenteeism ensure safe staffing levels achieved.

6 Identify staff training needs and ensure these needs are met.

7 Review and ensure accuracy of staff travel expenses, overtime expenses, TOIL, agency timesheets etc.

8 Participate in team meetings, supervision and appraisal sessions.

HUMAN RESOURCE MANAGEMENT RESPONSIBILITIES

The organisation supports and promotes a culture of collective leadership where those who have responsibility for managing other staff:

1 Establish and promote a supportive, fair and open culture that encourages and enables all parts of the team to have clearly aligned goals and objectives, to meet the required performance standards and to achieve continuous improvement in the services they deliver.

2 Ensure access to skills and personal development through appropriate training and support.

3 Promote a culture of openness and honesty to enable shared learning.

4 Encourage and empower others in their team to achieve their goals and reach their full potential through regular supportive conversation and shared decision making.

5 Adhere to and promote Organisational policy and procedure in all staffing matters, participating as appropriate in a way which underpins The Organisation’s values.

RAISING CONCERNS - RESPONSIBILITIES

6 The post holder will promote and support effective team working, fostering a culture of openness and transparency.

7 The post holder will ensure that they take all concerns raised with them seriously and act in accordance with the Trust’s ‘Your Right to Raise a Concern (Whistleblowing)’ policy and their professional code of conduct, where applicable.

GENERAL REQUIREMENTS

The post holder will be required to:

8 Ensure the Organisation’s policy on equality of opportunity is promoted through his / her own actions and those of any staff for whom he / she has responsibility.

9 Co-operate fully with the implementation of The Organisation's Health and Safety arrangements, reporting any accidents / incidents /equipment defects to his / her manager, and maintaining a clean, uncluttered and safe environment for patients/clients, members of the public and staff.

11 Adhere at all times to all Trust policies / codes of conduct, including for example:
Smoke Free policy
IT Security Policy and Code of Conduct
standards of attendance, appearance and behaviour

12 Contribute to ensuring the highest standards of environmental cleanliness within your designated area of work.

13 Co-operate fully with regard to Trust policies and procedures relating to infection prevention and control.

14 Take responsibility to minimise the Trust’s environmental impact wherever possible. This will include recycling, switching off lights, computers, monitors and equipment when not in use. Helping to reduce paper waste by minimising printing / copying and reducing water usage, reporting faults and heating / cooling concerns promptly and minimising travel.

15 All employees of the Organisation are legally responsible for all records held, created or used as part of their business within the South Eastern Trust including patients / clients, corporate and administrative records whether paper-based or electronic and also including emails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information act 2000 the Environmental Information Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant with the South Eastern Trust policy and procedures on records management and to seek advice if in doubt.

16 Take responsibility for his / her own ongoing learning and development, in order to maximise his/her potential and continue to meet the demands of the post.

17 Represent The Organisation’s commitment to providing the highest possible standard of service to patients/clients and members of the public, by treating all those with whom he/she comes into contact in the course of work, in a pleasant, courteous and respectful manner.

This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

It is a standard condition that all Trust staff may be required to serve at any location within The Organisation's area, as needs of the service demand.

eHealth
The South Eastern Health & Social Care Trust has invested in eHealth to deliver better, faster, safer care to our community and is committed to supporting staff to utilise associated information systems that directly and indirectly inform care. Trust staff are therefore required to commit sufficient time to ensure that they acquire and/or retain the core technology skills required to support their role.

Personal and Public Involvement (PPI)
Staff members are expected to involve patients, clients, carers and the wider community were relevant, in developing, planning and delivering our services in a meaningful and effective way, as part of the Trust’s ongoing commitment to Personal and Public Involvement (PPI).
Please use the link below to access the PPI standards leaflet for further information.
http://www.publichealth.hscni.net/sites/default/files/PPI_leaflet.pdf

September 2026



PERSONNEL SPECIFICATION

JOB TITLE AND BAND Assistant Service Manager Band 6

DEPARTMENT / DIRECTORATE Primary Care and Older People’s Services

SALARY Band 6

HOURS 30 hours/week

Ref No: 55927999 September 2026


Notes to applicants:
You must clearly demonstrate on your application form under each question, how you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria.
Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form. Please note the Trust reserves the right to use any desirable criteria outlined in Section 3 at shortlisting. You must clearly demonstrate on your application form how you meet the desirable criteria.
Proof of qualifications and / or professional registration will be required if an offer of employment is made – if you are unable to provide this, the offer may be withdrawn.

ESSENTIAL CRITERIA


SECTION 1: The following are ESSENTIAL criteria which will initially be measured at shortlisting stage although may also be further explored during the interview/selection stage. You should therefore make it clear on your application form whether or not you meet these criteria. Failure to do so may result in you not being shortlisted. The stage in the process when the criteria will be measured is stated below.

Factor
Criteria

Method of Assessment

Experience


A minimum of one years’ experience in a role involving computerised information management systems

Relevant experience - Working within a regulated health or social service with responsibility for service compliance or the management of registered social care staff.
Shortlisting by Application Form

ESSENTIAL CRITERIA


Factor
Criteria

Method of Assessment

Qualifications/ Registration
Professional qualification in Health and Social Care OR Level 5 Diploma in Leadership for Health and Social Care Services (Adults’ Management) Wales and Northern Ireland OR an equivalent or higher qualification in a Management / Business / Health Care related subject.

And

A minimum of two years relevant experience within social care at Band 5 or equivalent.


OR
A minimum of five years relevant experience within social care at Band 5 or equivalent.


To be registered, or be eligible to register with NISCC or appropriate other Health and Social Care Professional Body.

Shortlisting by Application Form

Other
Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criteria will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by The Organisation which will permit them to carry out the duties of the post.
Shortlisting by Application Form

SECTION 2: The following are ESSENTIAL criteria which will be measured during the interview/ selection stage:

Skills / Abilities
Ability to lead and manage complex health and social care teams and services.
Excellent organisational skills with the ability to prioritise workload and meet deadlines.
A range of communication skills to meet the needs of the post
Ability to work in a changing environment, identify problems and recommend appropriate solutions.
Ability to work in a confidential manner and to quickly develop and maintain effective working relationships with a diverse range of stakeholders.
Interview / Test

ESSENTIAL CRITERIA


SECTION 2: The following are ESSENTIAL criteria which will be measured during the interview/ selection stage:


Experience using computerised systems to analyse, interpret and utilise complex information to manage and develop services.



Knowledge
Knowledge of delivering services in compliance with the Domiciliary Care Minimum Standards
Knowledge of NISCC workforce registration and standards of conduct.
An understanding of the challenges and opportunities when leading Homecare services.
Interview / Test

DESIRABLE CRITERIA


SECTION 3: these will ONLY be used where it is necessary to introduce additional job related criteria to ensure files are manageable. You should therefore make it clear on your application form how you meet these criteria. Failure to do so may result in you not being shortlisted

Factor
Criteria
Method of Assessment

Experience


Shortlisting by Application Form

Qualifications


Shortlisting by Application Form

As part of the Recruitment & Selection process it may be necessary for The Organisation to carry out an Enhanced Disclosure Check through Access NI before any appointment to this post can be confirmed.

To access a copy of the Access NI Code of Practice, please Click here

The South Eastern Health & Social Care Trust has guidance on the Recruitment of People with Criminal Convictions. To access a copy of this guidance, please Click Here

Protecting and using your information
To access a copy of the Trust’s Data Protection Policy Statement Click Here

THE ORGANISATION IS AN EQUAL OPPORTUNITIES EMPLOYER.  PLEASE CLICK ON LINK FOR FURTHER INFORMATION - Equal Opportunities Employer - HSCNI Jobs

Successful applicants:
may be required to attend for a Health Assessment
can expect to be placed at the minimum point of the pay scale, although a higher starting salary, within the range of the pay band may be available if the person appointed has experience relevant & equivalent to the post.  Request for recognition of previous service with non-direct NHS/HSC organisations towards starting salary and incremental credit must be made via the Retained Recruitment team within 3 months from commencement of employment. Requests made after 3 months will not be considered.
If the successful candidate is an existing HSC employee moving to a higher band, AfC Pay on Promotion will apply.
are able to request Flexible Working from the 1st day of their employment. A number of flexible working provisions are offered by all HSC Organisations including Full-time working, Fixed working patterns, Part-time working, Flexi-time, Compressed/elongated hours, Average hours working patterns, Term-time working, Job-share or Homeworking for some or all of the working pattern, depending on the role being undertaken. Successful applicants are encouraged to discuss with their manager what Flexible Working provisions may be available in the role they are taking up, prior to commencing employment, to help them achieve a positive Work/Life Balance.

Successful applicants:
may be required to attend for a Health Assessment
can expect to be placed at the minimum point of the pay scale, although a higher starting salary, within the range of the pay band may be available if the person appointed has experience relevant & equivalent to the post. If the successful candidate is an existing HSC employee moving to a higher band, AfC Pay on Promotion will apply.
are able to request Flexible Working from the 1st day of their employment. A number of flexible working provisions are offered by all HSC Organisations including Full-time working, Fixed working patterns, Part-time working, Flexi-time, Compressed / elongated hours, Average hours working patterns, Term-time working, Job-share or Homeworking for some or all of the working pattern, depending on the role being undertaken. Successful applicants are encouraged to discuss with their manager what Flexible Working provisions may be available in the role they are taking up, prior to commencing employment, to help them achieve a positive Work / Life Balance.

All staff are expected to display the HSC Values at all times
All staff are expected to display the HSC Values at all times