As a seasoned manager, some might confidently say, ‘Seen it, been there and got the T shirt’, and they may well be right. For others, perhaps just started out or not quite so confident, it may seem that everyone is treating you like the oracle, which, unless you are saturated in self-assurance can raise the stakes and certainly ramps up the pressure. Whilst at times the job can feel like one big balancing act there are ways to level out the scales and maintain good governance. We have some tips below to help any manager (seasoned or otherwise) to keep things in perspective and to support their staff the best way they can without running themselves into the ground.
Expectations:
Being realistic and honest about what you can achieve as service to both the individuals you support, and your staff is key to managing expectations. Whilst you cannot control the expectations of others, you are accountable for the information you provide; it’s important to avoid misleading information or offer any false hopes. Being real is key here, as well as staying brave enough to deliver news that may not be desired.
Limitations:
In a setting that serves others, there will always be limitations to what is available at any one time. This could be staffing limitations, financial limitations or even adverse weather conditions. In all these scenarios, and others, the factor that is paramount is keeping the people you support safe, in any situation, that is the top priority! How can I do this when we have so many different individuals with varying conditions and needs?
You must prioritise those who need help first, for instance:
- Time sensitive medication
- People who require the assistance of two staff
- People who are unable to move without assistance
- Someone who has suffered fall
Families
Families often play a key role in the support of a loved one, whilst relatives often clearly care about their family’s welfare, sometimes issues arise that whilst well meant, may not be in the best interests of the individual being supported. What’s more, people can also make requests that jeopardise the safety of staff and others in the service. As a manager these situations must be handled sensitively, and it is important to keep to the information necessary to prevent emotions from ruling and overshadowing the facts.
Some aspects to consider:
- Before a conversation or meeting with family, plan ahead and think about what you need to say
- Refer to any legislation or industry standards that may help understanding
- Offer a meeting or consultation if you feel circumstances warrant it rather than a more informal discussion
- Be clear and honest
- Remember to avoid making any promises you are not sure you can keep
Finally, always keep in mind that your duty lies with the person you are supporting and to your staff.
Staff
As with the individuals you support and their loved ones, being clear and honest with your team of staff is paramount for the success of the service you manage. It builds trust, relationships and if people see that you follow through on your words it sends a coherent message about you as a manager.
- Set clear boundaries with yourself and your team
- Use your policies and procedures as your guide and be consistent in your approach
- Be fair
- Remember everyone has a life outside of work, make sure that you respect your staffs time off and they in turn respect yours
- Remember you cannot be all things to everyone
- Avoid making promises that you are not sure you can keep
Step Away from Your Desk:
Being a Registered Manager can feel like a lonely occupation at times. Everyone comes to you for the answers and there are times when you just don’t have any – or just don’t have any yet! In busy branches or residential settings, the days and shifts can go by in a blur, often seeming as though you are just catching your breath, and then the next episode happens. It’s so important to make some time for yourself to take stock and breathe, step away from your desk for five minutes, if you can get outside – even better! Offering yourself just five minutes of peace can give you back its weight in gold with a whole hour of productivity and clearer thinking.
Asking Questions
There is no such thing as a silly question. There are not many of us that can reel off every piece of legislation that relates to Health and Social Care, or every relevant standard. We are human and we all forget things from time to time and make mistakes, as a manager you are no different. Please don’t put yourself under unnecessary pressure to hold all this information in your head. Fortunately, at QCS all our policies and procedures are aligned with up-to-date legislation and best practice guidance so in that sense you can rest assured that your service has that box ticked. In terms of day to day running, make sure you feel as though you have a buddy or mentor that you can go to for advice. This may be your Nominated Individual, Business Owner, colleague from another branch or even a Registered Mangers group on social media. Wherever you find your person or people, use that space as a safe area to gain knowledge and share best practice ideas.
This also goes hand in hand with asking for help. Often those around us can see we are struggling but don’t always know how to help and how it might be received, especially if we are under extreme pressure. There is no shame in asking for help and you may find it is offered from the most seemingly unlikely of places.
- If in doubt, ask for help
- If you are struggling, ask for help
- Please, if you need it, just ask for help – as in The Boy, The Mole, The Fox and The Horse by Charlie Macksey – it is the bravest thing you can do
