Culture & Engagement Manager

1. Leadership & People

• Act as deputy to the Home Operations Manager, providing visible, confident, and emotionally intelligent leadership.

• Be a daily presence on the floor, reading the energy of the home, supporting where needed, and leading by example.

• Notice and act on what matters - whether that's ensuring someone gets home on time, offering a hand on a difficult shift, or recognising someone's personal milestone.

• Lead and champion the home's weekly "Our Culture, Our Care" sessions — а 30- minute protected time each week for all staff to come together and reflect on practice using the Nourish Interaction

• Ensure that these sessions are meaningful, inclusive, and used to drive improvement, alignment, and pride in the home's values.

• Build trust and accountability through fairness, kindness, and clarity. Support staff supervisions, appraisals, and reflective sessions to build capability and confidence.

• Foster a culture of belonging - where people feel connected, proud, and supported to deliver their best.

2. Culture, Engagement & Belonging

• Be the custodian of culture, ensuring every action, tone, and decision reflects Constantia's ethos: Where People Matter.

Lead the You Said, We Did - and Here's Why (or Why We Couldn't) process:

• Capture feedback from residents, families, stakeholders and staff.

• Celebrate where action has been taken.

• Communicate clearly and honestly where change is not possible and explain why, maintaining trust and transparencу.

• Champion recognition and reward through meaningful, timely gestures and visible appreciation.

• Deliver engagement initiatives that strengthen teamwork, communication, and pride.

• Uphold the principle that culture is created in the moments no one else sees. Challenge behaviours that undermine teamwork, professionalism, or dignity - regardless of role or seniority.

• Ensure the outcomes, reflections, and themes arising from the Our Culture, Our Care sessions feed directly into the home's continuous improvement and governance plans.

3. Resident Experience & Wellbeing

• Ensure every resident's day is filled with purpose, dignity, and choice.

• Lead the planning and delivery of activities and events that reflect the individuality of residents and the community they live in.

• Ensure documentation on Nourish fully captures each resident's preferences, wellbeing goals, and outcomes.

• Maintain consistent visibility across lounges, dining areas, and communal spaces to ensure the experience feels warm, professional, and homely.

• Encourage colleagues to bring energy and connection to care delivery.

• Be a visible advocate for residents' rights, independence, and happiness.

4. Quality, Governance & Assurance

• Support the Home Operations Manager to maintain full compliance across all CQC domains.

• Lead and coordinate a rolling local assurance programme, covering:

• Care documentation

• Medication

• Infection control

• Dining and hydration

• Health and safety

• Environment

• Engagement and wellbeing Staff practice

• Ensure every audit delegated is completed by a competent colleague who understands the standard required and can interpret findings accurately.

• Track all delegated audits to completion - no audit left pending, no assumption of closure without evidence.

• Where gaps or shortfalls are identified, ensure action plans are clear, owned, and followed through to full resolution.

• Ensure all findings, actions, and progress updates are recorded within the Governance Workbook with responsible persons and deadlines.

• Follow the "No Amber" principle - actions are either open (Red) or fully evidenced and embedded (Green).

• Uphold the "Find it. Fix it. Own it." ethos - no waiting for others to act; accountability sits with you.

• Support in completing and assuring care plans, risk assessments, MCA/DOLS documentation, and incident reviews.

• Participate in internal audits and compliance checks, providing assurance and evidence of improvement.

• Role-model diligence and accuracy: if it isn't evidenced, it isn't done.

5. Systems, Data & Accountability

• Champion consistent, accurate use of all systems: Nourish, Sona, Found, QCS, BrightSafe, YourHippo, and Rehab My Patient.

• Ensure data is current, meaningful, and reflective of live practice - using insights to drive improvement.

• Train, support, and coach colleagues to use systems confidently and accurately.

• Monitor training compliance, ensuring mandatory learning remains ≥90%.

• Ensure all governance evidence, audits, and documents are uploaded to the correct system folders and accessible for verification.

6. Workforce & Operational Support

• Support the Home Operations Manager in ensuring the home is safely and effectively staffed at all times.

• Contribute to rota planning, absence management, and agency reduction, ensuring fairness and stability.

• Participate in recruitment, interviews, onboarding, and induction of new starters. Oversee completion of right-to-work, DBS, and reference checks before new staff commence.

• Conduct follow-up reviews at 2 and 4 weeks for all new starters to identify early support needs.

• Deliver return-to-work interviews for all absences, promoting fairness and attendance consistency.

• Support capability, conduct, and grievance processes with professionalism and documentation.

• Monitor morale, retention, and workforce trends - act early to resolve emerging risks.

• Partner with the Chief People Officer to sustain workforce resilience and zero agency use.

7. Environment, Front-of-House & Presentation

• Lead daily environmental walkarounds, checking all communal and resident areas for cleanliness, functionality, and presentation.

• Ensure lounges, bedrooms, and dining spaces are safe, uncluttered, and inviting.

• Oversee the dining experience - food presentation, temperature, IDDSI compliance, and mealtime dignity.

• Work closely with maintenance and housekeeping to ensure the building feels like a home, not an institution.

• Ensure front-of-house areas, noticeboards, and visitor spaces reflect professionalism and pride.

• Verify stock control and supply levels for consumables, PPE, and engagement materials.

• Lead by example - everyone, regardless of role, contributes to the home's presentation.

8. Operational Continuity & On-Call

• Deputise for the Home Operations Manager during periods of leave or absence, ensuring the home continues to operate safely and effectively.

• Participate in the on-call rota, providing leadership, escalation management, and support to colleagues.

• Lead handovers and ensure communication between shifts is clear, complete, and action-focused.

• Respond to incidents, complaints, or emergencies with calm professionalism. Maintain leadership continuity, ensuring the team always feels supported and guided.