Locality Operations Manager

Role Purpose As one of three Locality Operations Managers, you are responsible for the safe, effective and consistent delivery of Humans Cornwall services within your designated locality with responsibility for your staff team, operational performance and contractual delivery. You will oversee the delivery of personalised Humans Cornwall support to a range of client groups, including people being discharged from hospital, those at risk of admission, and people requiring Independence Planning. You will ensure everyone receives timely, strengths-based and outcome-focused support that promotes independence, wellbeing, choice and control. As the principal Humans Cornwall representative within your locality, you will build strong relationships with health, social care, voluntary and community partners and represent the service at Integrated Care Area (ICA), Integrated Neighbourhood Team (INT) and other relevant locality meetings. You will lead a multidisciplinary locality team comprising a Locality Flow Broker, Support Brokers, Personalised Support Specialists and Personal Assistants, with responsibility for workforce capacity, quality, client flow, contractual requirements and key performance indicators. Working closely with the other Locality Operations Managers and senior colleagues, you will help maintain a consistent countywide service, respond to emerging pressures and contribute to the continued development of Humans Cornwall. Key Responsibilities Locality Leadership and Representation Act as the operational lead and principal Humans Cornwall representative within the designated locality.Oversee delivery across the locality’s hospital discharge, admission prevention, and Independence Planning pathways.Represent Humans Cornwall at Integrated Care Area, and Integrated Neighbourhood Teams and other relevant locality, partnership, operational and locality meetings.Develop and maintain effective working relationships with NHS services, Adult Social Care, commissioners, voluntary and community organisations and other delivery partners.Promote a clear understanding of Humans Cornwall’s pathways, referral criteria and contribution to prevention, independence and system flow.Ensure the experiences and needs of our clients are represented within local discussions and inform service development.Identify emerging local needs, service pressures, gaps and opportunities, escalating these and contributing to appropriate solutions. Team Leadership and Management Provide line management, supervision and day-to-day leadership to the locality team.Ensure roles, responsibilities, priorities and performance expectations are clear.Support colleagues to manage caseloads, workloads, diaries and competing priorities safely and effectively.Monitor workforce capacity and deploy available resources according to demand, need, risk and contractual priorities.Promote a supportive, inclusive and accountable team culture that reflects the organisation’s values.Support staff development through regular supervision, performance reviews, coaching, reflective practice and training.Address capability, conduct, attendance and performance concerns promptly and in accordance with organisational policies.Provide management oversight and appropriate authorisation for complex, high-risk or exceptional client support decisions.Work collaboratively with fellow Locality Operations Managers to provide cover, share learning and maintain consistency across county. Operational Service Delivery Maintain oversight of client journeys from referral and triage through assessment, coordinated support, review and closure.Ensure clients are guided through the correct Humans pathway and receive timely, personalised and proportionate support.Monitor caseloads, referral demand, waiting times, service capacity and client flow.Ensure effective coordination between locality staff, internal services and external providers.Maintain oversight of complex and high risk cases, ensuring appropriate escalation and multi-agency working.Ensure safeguarding concerns, incidents, complaints and risks are identified, recorded, managed and escalated appropriately.Respond effectively to operational pressures and changing demand, putting contingency arrangements in place where required.Ensure delivery remains consistent with agreed organisational policies, procedures, pathways and operational protocols. Contractual Performance and Accountability Take responsibility for locality performance against agreed contractual requirements, service standards, outcomes and key performance indicators.Monitor performance across all contracts delivered within the locality.Use operational and performance data to contribute to identifying trends, risks, inequalities, gaps and areas requiring improvement.Ensure case-management systems and operational records are accurate, complete and updated within required timescales.Contribute to performance reports, case studies, outcomes evidence and commissioner returns.Attend contract monitoring, review and service-development meetings as required.Develop and implement locality improvement plans where performance falls below expectations.Ensure learning from performance information, client feedback, complaints, incidents and safeguarding concerns is translated into improved practice. Quality Assurance and Practice Standards Work closely with the quality assurance function to maintain consistently high standards across locality services.Monitor the quality, timeliness and impact of assessments, support plans, case records, reviews and client outcomes.Conduct or oversee case audits and practice reviews, and ensure agreed improvements are implemented.Promote personalised, strengths-based, un-biased and outcome-focused practice.Ensure clients are treated with dignity and respect and are actively involved in decisions affecting their support.Maintain professional boundaries and compliance with safeguarding, confidentiality, data protection, health and safety and other organisational requirements.Work with managers, quality colleagues and senior leaders to promote consistent practice across all localities. Service Development and Organisational Contribution Support the mobilisation, implementation and ongoing development of new contracts, pathways, pilots and service initiatives.Contribute operational knowledge and locality intelligence to organisational planning and strategic decision-making.Identify opportunities to strengthen prevention, promote independence and reduce avoidable hospital admissions or delays in discharge.Support co-production and engagement with clients and local communities to inform service improvement.Work with the Chief Operating Officer, Grants and Contracts Manager and other senior colleagues to support contract compliance, sustainability and development.Contribute to the wider objectives of disAbility Cornwall & Isles of Scilly and uphold its mission to represent, include, support and empower people. Essential Skills And Attributes A minimum of three years’ recent operational management experience within health, social care, community services or a comparable person-centred environment – or – a (minimum) Level 3 management qualification.Proven experience of directly managing, supervising and developing multidisciplinary or geographically dispersed teams.Knowledge of operational service delivery, caseload management, workforce planning and performance management.Experience of working with commissioned services, contractual requirements, key performance indicators and performance reporting.A sound understanding of strengths-based support and community-based approaches to independence.Experience of quality assurance, case auditing and implementing service improvements.Sound knowledge of safeguarding, risk management, confidentiality and professional accountability.Strong leadership, communication and relationship-building skills.The ability to represent the organisation confidently and professionally within multi-agency and system meetings.Excellent organisational, decision-making and problem-solving skills, with the ability to manage competing priorities.The ability to interpret performance information and use data to improve service delivery.Confidence using Microsoft Office, and recent experience in using digital case-management systems and performance-reporting tools.A commitment to inclusion, co-production, the social model of disability and person-led practice. A proactive, flexible and solution-focused approach, with the ability to work independently and use initiative.A commitment to equality and inclusion. About Us Humans Cornwall is an independent service under the umbrella of disAbility Cornwall & Isles of Scilly. It works within the health system in collaboration with various partners to support people at risk of hospital admission, or upon their discharge. We deliver personalised and holistic support at this time in conjunction with internal and external providers. disAbility Cornwall & Isles of Scilly is a disabled people’s user led organisation, a registered charity and company limited by guarantee. Our mission is to represent, include, support and empower (RISE) people living with a long-term health condition or disability, their families and carers in Cornwall and the Isles of Scilly. We do this via an extensive range of services and activities and by working at a strategic level to ensure the voices of disabled people are heard. Values Our Values Represent What Is Important To Us As An Independent, User-led Organisation. They Guide Our Actions And Behaviors As We Work Together Towards Our Vision Of ‘A Fully Inclusive Society, With Equity Of Opportunity For All’ Our passion for equity – inspiring each other and demonstrating fairness, commitment and accountability.Respect for self and others – being open minded, reliable and approachable, acting with integrity in everything we do.Being supportive – having an inclusive, positive and empathic approach to supporting others and ourselves. We have a diverse workforce, and we are always striving to enhance our diversity, we welcome applicants of all identities including disability, gender, ethnicity, faith, age, sexuality, and people who have caring responsibilities. We carry out work health assessments to ensure that the job is a good fit for the individual and that any necessary adjustments or support can be provided to help them succeed in their role. How To Apply Apply ↗ Select which position you are applying for. Complete the application form. Closing date: 16th October 2026 Interview dates: Arranged as suitable candidates are identified. Shortlisted candidates will require two references and a clear DBS check.