Job Description

Full-time (37 hours/week) - part-time hours considered

We are continuing to develop and grow our services and are we're looking for a dedicated and compassionate Service Manager to support the Specialist DCN Service Manager

Salary: 30,000 per year (pro rata for part-time)Hours: 30-37 hours per week (negotiable)Office base: Sandwell Deaf Community Association, West Bromwich, West Midlands

Purpose of the role

The successful candidate will be responsible to provide support with the day-to-day leadership and operational management of the Specialist Deaf Complex Needs Service and to provide supervision, guidance and professional support to the team of Specialist DCN Workers, ensuring high-quality and accessible support for Deaf people with complex needs.

This role offers an opportunity to lead a team committed to providing exceptional, person-centred support.

Duties

Operational Support and Service Management

Assist the Specialist DCN Service Manager with the day-to-day running of the Deaf Complex Needs Service. Contribute to service planning, development and continuous improvement. Support the coordination of rotas, staffing cover and workflow to ensure safe and effective service delivery. Monitor service performance, outcomes and quality standards, ensuring compliance with organisational policies and regulatory requirements.
Staff Supervision and Leadership

Provide regular supervision, guidance and support to Specialist DCN Workers. Offer day-to-day leadership, mentoring and problem-solving support to the team. Identify training needs and support the professional development of staff. Promote positive team culture, reflective practice and effective communication.
Support for Service Users

Ensure the service provides high-quality, person-centred and culturally appropriate support tailored to Deaf individuals with complex needs. Oversee the development and implementation of support plans, ensuring they meet individual needs and organisational standards. Promote safeguarding, wellbeing and independence in all aspects of service delivery.
Safeguarding and Risk Management

Monitor and respond promptly to safeguarding concerns in line with policy and statutory procedures. Support the completion and review of risk assessments and implement control measures to ensure positive risk taking management. Ensure staff understand and follow safe practice, escalating concerns when necessary.
Communication and Accessibility

Promote and model effective, accessible communication within the team and with service users. Support the use of appropriate communication methods, including BSL and other visual communication strategies. Ensure staff communicate effectively and respectfully with Deaf individuals, families and external professionals.
Multi-Agency and Partnership Working

Build and maintain strong relationships with external partners (e.g., social care, health, education, safeguarding teams). Represent the service at multi-agency meetings and case discussions as required. Work collaboratively to ensure coordinated care and smooth transitions for service users.
Quality Assurance and Reporting

Contribute to audits, monitoring processes and service evaluations. Prepare reports, records and documentation to support compliance and performance monitoring. Support implementation of new policies, procedures and best-practice standards.
Deputising for the Service Manager

Act as the Service Manager in their absence, making operational decisions and ensuring continuity of service. Provide leadership and support to the team during times of change, crisis or increased demand.
Health, Safety and Environment

Promote safe working environments for staff and service users. Ensure adherence to health and safety protocols and incident reporting procedures.
Professional Conduct and Development

Maintain professional boundaries, confidentiality and ethical practice. Participate in training, reflective practice and continuous professional development. Support a culture of learning, inclusivity and accountability.
Out-of-Hours Responsibilities

As part of the management team, the post-holder will be required to respond to urgent or unforeseen matters outside of standard working hours when necessary. Flexibility is essential to ensure service continuity and the safety and wellbeing of the people we support.
Leadership Expectations

Lead by example at all times, demonstrating high professional standards, integrity, and a positive approach that reflects the values of the service. Act as a role model for staff, promoting best practice and fostering a supportive and accountable team culture.

Essential:

Experience working with Deaf individuals and/or individuals with complex needs in a care, health, educational, or specialist support setting. Qualification in British Sign Language (BSL) at Level 3 or above (Level 6 desirable), or commitment to achieve within an agreed timeframe. Full UK driving licence and access to your own vehicle. Willingness to undertake further study to develop BSL skills (if required) and complete any job-specific training. Level 3 qualification in social care, health, education, psychology, deaf studies, or a related field or equivalent relevant experience. Evidence of continuing professional development relevant to Deaf Complex Needs, safeguarding, and service management. Training in safeguarding (children and/or adults), risk assessment, and mental capacity. Knowledge of relevant legislation and frameworks: Care Act, Mental Capacity Act, Equality Act, Human Rights, and CQC or regulatory standards. Ability to develop, implement, and monitor high-quality care and support plans. Skilled in performance management, supervision, and supporting staff development. Ability to analyse data, monitor KPIs, produce reports, and contribute to audits and quality assurance processes. Strong communication skills across diverse audiences, with the ability to adapt communication for Deaf, hard-of-hearing, and non-signing individuals. Effective problem-solving, decision-making, and conflict-resolution skills Strong organisational and planning ability, able to prioritise competing demands. IT literacy, including competence with care management systems and Apple Equipment. Demonstrable experience of safeguarding processes, including reporting, documentation, and multi-agency working. Experience supporting positive behaviour plans, complex risk management, and person-centred approaches. Experience managing crises or high-risk situations in a calm, structured manner.

Desirable:

Certificate in Social Care NVQ Level 2 in Health & Social Care Management or leadership training/qualification (e.g., ILM, NVQ Level 4/5 in Leadership & Management) Experience in supervising or managing teams, rota planning, or coordinating service delivery. Experience working within or alongside multidisciplinary teams (e.g., social workers, psychologists, and behavioural specialists). Experience contributing to service improvement, quality assurance, and regulatory compliance.

Personal attributes:

Empathetic, patient, and committed to promoting the rights and independence of Deaf individuals with complex needs. Culturally sensitive and respectful of Deaf identity and linguistic diversity. Strong leadership presence: approachable, supportive, and able to motivate staff. High level of emotional resilience, able to manage challenging situations. Reflective, open to feedback, and committed to ongoing development. Reliable, flexible, and able to work under pressure to meet service demands. Professional integrity, confidentiality, and ethical judgement.
This post is subject to a six-month probationary period.Employment will be subject to references and DBS clearance.

Why work for SDCA?

At SDCA, we support and encourage staff development. We offer opportunities for progression and job satisfaction. Over the past 22 years, SDCA has continued to grow and respond to the needs of our local Deaf community by delivering high-quality services.

Benefits

28 days' annual leave plus bank holidays (pro rata for part-time) Additional leave after 5 years' service Workplace pension Health plan Supervision and training

How to apply

To request an application pack or discuss the position further, please contact our recruitment team. We will accept a CV.

Email: recruitment@sdca.co.ukMobile/SMS/Video: 07885 913225

Job Type: Full-time

Pay: 30,000.00 per year

Benefits:

Company pension
Work Location: In person