Operations Manager

Primary Purpose

The Solace Café Operations Manager will manage all planning and operational functions of the Café, providing oversight on the day-to-day operation of the café and leadership across the service. The Operations manager will work to ensure the service is of the highest quality and will support the continued growth and development of the service.

The Operations Manager will lead the team, in providing support and practical assistance to service users, and will facilitate and support information sharing to promote choice, self-determination and opportunities and connection with local services and supports as required They will manage relevant linkages with other mental health services and community based support programmes. The Operations manager will work alongside service users on a one to one and / or group basis.

Core Responsibilities

• Work closely with NW Cornerstones Service Manager to ensure effective and efficient operations with overall responsibility for the optimum performance of staff within Solace Cafe. This includes managing all planning and operational functions of the Café, providing oversight on the day-to-day operation of the café and leadership across the service.
• The Operations Manager will lead the team, in providing support and practical assistance to service users, and will facilitate and support information sharing to promote choice, self-determination and opportunities and connection with local services and supports as required.
• The Operations manager will work to ensure the service is of the highest quality and will support the continued growth and development of the service. Ensure Solace Cafe staff provide high-quality person-centred care and support to service users in line with the Solace Cafe service objectives.
• Oversee and ensure the development, delivery and review of client-focused interventions including emotional support, advice and information around benefits/housing/social stressors, safety planning and appropriate signposting and onward referral.
• Ensure there are relevant linkages with other mental health services and community-based support programmes. The Operations manager will work alongside service users on a one to one and / or group basis.
• Provide professional guidance and coaching to staff on assessment of need, risk management, crisis prevention, crisis support and incident management and safeguarding concerns.
• Actively participate in crisis management.
• Manage the promotion, creation, and maintenance of a welcoming, safe, caring, stable environment for service users/carers.
• Work in accordance with the principles and values of recovery as described in the National Framework for Recovery for Irish Mental Health Services 2018-2020.
• Manage the adherence to the café code of conduct procedures to ensure a safe environment for both staff and service users.
• Ensure that appropriate policies, and processes are in place to support NW Cornerstone service delivery and to meet legislative and policy requirements, updating as necessary and informing the service manager of any required changes.
• Design and implement operational plan in line with agreed national standard operating procedure and Model of Care for the Solace Café Service in collaboration with key stakeholders.
• Assign work to team members, monitor, and supervise the day-to-day delivery and quality standards of the work.
• Monitor the team’s performance through audits, quality assurance checks and supervision/appraisal processes.
• Participate in training and development opportunities as agreed with line manager necessary for the role and as part of agreed personal development plan.
• Manage the recruitment, induction and training of staff and support staff in their continued professional development.
• Work in partnership with the Café team to manage incoming referrals from service users.
• Promote and manage collaborative integrated relations across the mental health system including Crisis Resolution Team, Single Point of Access, First Response, Safeguarding, Out of Hours Service, Mental Health Liaison Teams, Adult Community Mental Health Services, and Emergency Services etc.
• Manage upkeep of premises and report any maintenance problems.
• Working with the Coordinators to ensure that staff/volunteers are supervised, trained and supported in their roles in line with sectoral best practice with a particular focus on continuous professional development
• Working with the team and administrator to ensure maintenance of all records regarding the service users/staff/funding in line with organisational policies and procedures and statutory obligations. Work to measure and report the performance of all key processes and services to the service manager and to all funders and other stakeholders in a timely manner.
• Ensure all relevant reporting requirements are met and that systems are kept up to date in line with our service level agreement with the HSE. Fulfil all responsibilities in relation to governance and reporting on the café as set out by the local service and the operating model. Manage reporting and evaluation requirements of the service to ensure targets and quality service outcomes are met.
• Building positive relationships with service users, staff, external agencies and members of the community who may wish to access or refer service users to Solace Café.
• Be familiar with and ensure that services adhere to the National Guidance for the Protection & Welfare of Children, and with the Child Protection Procedures of NW Cornerstone.
• Overall responsibility for managing health and safety within area of responsibility.
• Work with the services manager to develop the annual financial plan for the services and ensure the monitoring of the agreed annual budget and in adherence with the financial policies, systems and procedures of the organisation and all statutory requirements
• Identify any risks within service areas and review all relevant procedures and controls on an ongoing basis
• Regularly review relevant legislation, governance requirements and general practice within the sector, monitor changes in legislation or practice of relevant organisations and work with the management team in line with best practice. Advise the service manager regarding emerging changes in legislation, policy and practice and any funding implications for NW Cornerstone.
• Contribute to the development and review of NW Cornerstone Strategic Plan.
• Represent NW Cornerstone on relevant interagency and other forums, to highlight and address policy and practice issues, presenting a positive profile of the organisation on all public platforms in line with the ethos of the organisation
• As required, contribute skills and expertise to organisation-wide initiatives beyond the Solace Café service, examples include, reviewing or updating NW Cornerstone policies and procedures, or supporting training and development of staff in other services, as agreed with the Service Manager.

The above represents the principal duties and conditions of service and is not intended to be a fully comprehensive list; the post holder may be required to perform other duties as appropriate to the post, assigned from time to time. The complete terms and conditions of employment are set out in the employee’s contract of employment.