What kind of support do you offer registered managers?
Working in social care can be challenging, but it’s also highly rewarding. The registered manager role, in particular, is critical in providing high quality services. It’s essential that they have access to networking, peer support, structured training and feel a sense of belonging that enables them to deliver quality care.
As expectations grow from families, staff, regulators and commissioners, managing and juggling the demands of the role requires resilience. At Sense, we address issues together with our registered managers and ensure that our focus is on positive outcomes, not just tasks.
Why is it important for organisations to support their registered managers?
Skilled, confident and inspirational leaders and managers are critical to our success, so providing the right support is paramount. Our registered managers set the tone of our organisation and lead services to make a difference to the people who rely on us for quality care and services. We promote choice and independence and taking positive risks. If you equip, assist and empower registered managers, they’ll do the same with their teams.
How does the culture at Sense underpin how the charity treats its staff?
We encourage respect and open and honest conversations. Our culture is about investing in our people and recognising that the success of the organisation is wholly dependent on having well-trained, empowered and motivated colleagues.
How do you ensure consistent quality across your services?
Our registered managers are instrumental in setting the quality of services through the leadership of their teams. They’re responsible for the culture, standards, service parameters and managing expectations across our services.
I facilitate the quality assurance process that’s implemented by our 2,000 employees, and ensure our registered managers have the right tools to deliver outstanding services.
Our internal framework brings together all the elements required to deliver high quality care. It helps us to ensure that facilitating positive experiences underpins everything we do and remains one of Sense’s organisational priorities. Of our registered services, approximately 96% are rated as good or above, so this is a real testament to how we uphold quality across the organisation.
What would you recommend to other services wishing to improve their quality of care?
I believe our “golden thread” of leadership and quality pulls everything together. Our executive team takes quality very seriously, but we don’t have a top-down approach. Leadership can come from anywhere, whether from our registered managers, support workers or shift leaders. We have a set of “I statements” that set out behaviours and expectations for everyone. These are fundamental in setting the culture and how we conduct ourselves. They are also integrated across all our services, underpinning everything we do.
How do you help registered managers keep up to date with best practice?
We encourage our registered managers to engage with the sector in many different ways. Many have joined Skills for Care’s registered manager networks. These networks are run for registered managers by registered managers, which makes them invaluable. They also take part in events run by the Care Quality Commission to supplement their knowledge of inspection and regulations.
We have our own network of facilitators that drives shared learning, cross-team working and collaboration across the organisation. We use internal and external training programmes, such as Skills for Care’s Moving Up programme, to ensure our registered managers are constantly developing and ready to become tomorrow’s leaders.
Our personalisation programme enables registered managers and support staff to provide care and advice that’s focused on the individual and offers choice, control and positive outcomes. We also offer mentoring so our managers don’t feel isolated in the role; help them to problem-solve and develop their skills and experience and person-centred thinking.
What are your top tips for organisations keen to help their registered managers develop?
They need to think about the key challenges that their services face and address them head on with effective tools. Consider nurturing and developing registered managers by helping them with registration and inspection, and providing internal and external networking opportunities and programmes that complement succession planning.
Make sure your managers are always prepared, continually improve and ensure there’s no room for complacency. We’re fortunate to have some very experienced registered managers, and they are highly valued by Sense and the people they work with. By having a clear development path, you can encourage support workers and deputy managers – your rising stars who have real potential – to move up to the registered manager role in the future.
For more information on helping registered managers develop professionally through Skills for Care membership, networking and other resources, click here.
