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What people do in their work

This section outlines the kind of responsibilities someone within this role category is likely to undertake as part of their role.

Unlike other role categories, a nominated individual might often have another role and/or title within their organisation. This will be a senior role such as director or manager, depending on organisation size.

This role category supports people internally within their organisation and across the local health and care system. This may involve you:

• acting as a point of communication between the organisation and the Care Quality Commission (CQC)
• supporting internal management and colleagues to fully comply with CQC regulations
• supporting the development of managers and leaders within your organisation
• keeping up to date with regulatory changes and developments in best practice in care, supporting innovation and positive change within your organisation
• being involved in strategic planning and decision making within your organisation

This role category could be across a variety of organisations. You might work in a:

• residential or nursing care environment
• homecare environment
• day service environment
• supported living environment
• charitable organisation that provides care

To be the nominated individual, your organisation must determine that you are a 鈥榝it person鈥� for the role. As the nominated individual you will have no statutory responsibilities (other than those of any other employee). Nevertheless, you will have a major and important role in the leadership of your service, encouraging improvement through robust governance.

Values

Values are the foundation underpinning the behaviours that people in this role category must show.

The values are:

• kind, compassionate and empathetic
• honest, trustworthy and reliable
• respect
• courageous and principled
• see the whole person
• flexible, open and learning
• proud and positive

The behaviours people must show (must do)

Behaviours are the way that values are demonstrated in practice.

This section outlines the behaviours that you need to work within this role category. These are the things people must be doing in their job.

Kind, compassionate and empathetic

You must:

• lead with compassion, modelling and championing a culture of care, empathy, openness and inclusivity in your service
• engage directly with people working for your organisation so they feel supported and can thrive

Honest, trustworthy and reliable

You must:

• demonstrate and set high standards of personal and professional behaviour, role modelling these attributes to the staff you lead
• acknowledge and take responsibility when a mistake is made, learn from the incident and actively work to ensure that the same mistake is not made again, sharing that learning with others in your organisation
• take responsibility for your actions and decisions, promoting the same ethos among the staff you help lead

Respect

You must:

• respect the value of people with lived experience and how their voices can help to improve services
• work to ensure equity of access for all within your organisation
• personally promote equality, diversity, inclusion and human rights, and ensure your staff are sensitive to people鈥檚 culture, age, gender, religion, race, sexual orientation and disability
• encourage and enable both staff and people drawing on support to be involved in decision making, respecting and incorporating their views on how support should be provided
• treat everyone with dignity, sensitivity and respect using a convincing and authentic leadership style

Courageous and principled

You must:

• reflect on and understand your own values, staying true to them even when under pressure
• confront discrimination, bullying, harassment and inequality when you encounter it, empowering and supporting others to do the same
• hold yourself and others to account for doing the job well, working together fairly and effectively and always looking for ways to improve
• challenge yourself to try new things, supporting others to do the same

See the whole person

You must:

• champion the values of respect and compassion, working to ensure the dignity and wellbeing of all who are supported by your organisation
• commit yourself to promoting the happiness, health and wellbeing of people drawing on care and support by placing their needs at the centre of everything you do
• demonstrate a personal commitment to promoting inclusivity and accessibility among your staff and for those your organisation supports

Flexible, open and learning

You must:

• act transparently when decision making, seeking and incorporating feedback appropriately
• set fair, achievable targets for yourself and others, balancing ambition with practicality
• approach problem solving with flexibility, creativity and proactive innovation, drawing on best practice
• champion and model reflective practice to support service and personal improvement
• lead innovation and service development in your organisation, modelling the behaviours expected of others
• remain open and inquisitive, using high-quality evidence, valuing diverse perspectives and challenging outdated assumptions, to encourage continuous quality and service improvements

Proud and positive

You must:

• take pride in your role in adult social care, empowering your staff to also take pride in the work they do, celebrating achievements and success
• role model a calm, measured and positive approach when managing complex or difficult situations

Working together

You must:

• build positive and collaborative relationships with colleagues, stakeholders and people who draw on care and support
• bring in different views and work across teams and organisations, making sure everyone is included

Professionalism

You must:

• uphold the highest ethical and professional standards, role modelling these standards, evidence-based best practice and values to all others in your organisation
• recognise the need for continual professional development to remain up to date and be able to understand and follow appropriate regulations and practice updates or innovations

Knowledge and skills people should have

Knowledge is the understanding someone needs to carry out the responsibilities of the role.

Skills are the ability to apply that knowledge in practice.

This section outlines the knowledge and skills someone working in this role category should know and the things they should be able to do in their job.

Minimum knowledge and skills in this role category

Given the nature of the role of a nominated individual, it is essential to possess a comprehensive understanding of the adult social care sector.

Current CQC regulation 6 states, among other elements, that the nominated individual must be 鈥渆mployed as a director, manager or secretary of the body (care organisation)鈥� and they must have 鈥渢he necessary qualifications, competence, skills and experience to properly supervise the management of the carrying on of the regulated activity鈥�.

As nominated individuals must meet these requirements and be able to support and help lead the registered managers, they should have knowledge and skills aligned with the 鈥楻egistered manager鈥� role category as a minimum (see the Care workforce pathway landing page).

See the 鈥楰nowledge and skills breakdown for this role category鈥� section below for more detail.

Diversity of practice: setting-specific training

As part of this role category, you may also need to complete setting-specific training, such as completing dementia training when working in a dementia care setting. This will give you a wider understanding of how to better support service provision and improvement.

We expect organisations to define their own setting-specific training based on the needs of the people drawing on care and support.

Digital skills

As part of learner knowledge and skill development, you can also work to level 1 (digital skills for all) of the .

Within this role category, we would expect you to show all level 1 competencies. All level 2 competencies (digital skills to go further) could also be utilised within this role category.

Knowledge and skills breakdown for this role category

Understanding governance and quality assurance

You should:

• understand the professional codes of conduct and standards that apply to you and your colleagues
• be able to ensure that your organisational policies and procedures align with best practice and standards frameworks
• be able to monitor and verify that staff comply with the standards set out in these frameworks
• understand the quality assurance and improvement methodologies relevant to your organisation
• be able to lead in the application of quality improvement methodologies, and support others to use them effectively
• be able to track and evaluate the progress and impact of quality improvement activities within your organisation
• be able to oversee or lead audits, investigations and quality improvement initiatives
• understand the role of CQC in the adult social care sector and the inspection framework and process
• understand the potential outcomes of a CQC inspection and their implications for your organisation
• be able to lead and support management in your organisation to interact and liaise with CQC, particularly during inspection processes
• understand what expectations CQC has of registered managers within adult social care
• be able to maintain registration records with CQC, including up-to-date details of all registered managers within your organisation

Understanding risk management

You should:

• understand the importance of effective risk management in adult social care
• understand your responsibilities in assessing and managing risk within your organisation
• understand the types of risks you may need to manage, including:
  • risks to colleagues within the organisation
  • risks affecting the business and strategic decision making
  • risks related to digital tools and technologies
• understand standard approaches to risk assessment and how these approaches may vary depending on the individuals or entities involved
• be able to lead in the development and implementation of policies, procedures and practices that manage risk to individuals, colleagues and to your organisation
• be able to monitor the implementation and adherence to these policies, procedures and practices
• be able to evaluate these policies, procedures and practices to ensure they remain effective in reducing or eliminating risk

Demonstrate business and commercial awareness

You should:

• understand your responsibilities in supporting the organisation鈥檚 business performance and strategic goals
• understand the local care market and stakeholders (for example, local authority, health services) and how they operate
• be able to carry out market analysis at local or national level to support strategic planning
• understand the importance of business continuity and sustainability and be able to contribute effectively to them both

Understanding strategic direction setting and planning

You should:

• understand the benefits of establishing a clear strategic direction for your organisation
• understand what internal and external factors may influence strategic direction
• understand what resources are available to support strategic planning and use them effectively
• be able to contribute to strategic planning processes, including applying common planning methodologies
• be able to gather and interpret feedback to ensure the strategic direction reflects the organisation鈥檚 collective goals
• be able to evaluate progress towards strategic direction to ensure continued alignment

Understanding culture and vision in adult care

You should:

• understand how your role as a nominated individual can support the culture and vision within your organisation
• be able to lead others in implementing and supporting the culture and vision of your organisation
• be able to lead a culture that promotes individuals鈥� wellbeing and independence in all aspects of day-to-day practice

Support digital skills and transformation

You should:

• understand the national strategy and priorities for developing digital skills in adult social care
• understand the ongoing digital transformation across adult social care, with emphasis on digital skills and technology
• be able to lead and support digital transformation within your organisation, including building staff鈥檚 digital capability and confidence
• understand the digital tools that enhance safe and effective care provision
• understand the ethical considerations associated with using technology in care settings
• understand CQC鈥檚 digital expectations and how to embed them in your organisation

Understanding leadership and management

You should:

• understand leadership and management theories and their relevance within adult social care
• understand the nominated individual鈥檚 role in supporting and leading registered managers in the organisation
• understand succession planning, supporting aspiring managers to prepare for a registered manager role
• be able to help supervise the registered managers in your organisation
• be able to support managers through the process of becoming registered and in maintaining the ongoing requirements of their registration

Lead communication in adult care

You should:

• understand the responsibilities of the nominated individual as the primary liaison between your organisation and CQC
• be able to communicate effectively and clearly with all internal and external stakeholders
• be able to promote transparency and accountability at all levels of your organisation
• be able to advocate for both staff and the people who draw on care and support provided by your organisation
• be able to manage conflicts of interest while ensuring the voices of service users and staff are represented
• recognise your role as link between your organisation鈥檚 senior leadership team and the wider management team and staff

Understand analytics and problem-solving in your organisation

You should:

• understand how to collect, interpret and use multiple data sources to support effective problem solving and promote effective, evidence-based service provision and interventions
• understand how to collect, store and use data safely, ethically and in line with organisational and legal requirements
• understand analytical methodologies relevant to care settings
• be able to lead and support colleagues to develop strong problem-solving capabilities
• be able to conduct audits of the regulated activity within your organisation
• be able to respond to complaints and feedback, including conducting investigations if necessary

Understand continuous improvement in care

You should:

• understand why continuous improvement in care is important
• understand how you can continuously develop your own practice as a nominated individual
• be able to lead and support others in their professional development
• understand what tools are available to support staff development, including:
  • qualifications
  • internal training
  • shadowing and other internal skills or knowledge-sharing methods
  • learning programmes
• where applicable, be able to work with learning and development practitioners to plan staff learning and development and evaluate the effectiveness of any initiatives
• where applicable, be able to support the development of internal training and development policies and procedures, ensuring training meets regulatory requirements and best practice

Understand change management and effectiveness

You should:

• understand the importance of effective change management
• understand how existing processes, procedures and policies can facilitate or hinder change
• understand change management methodologies that support effective implementation
• be able to lead the application of change management methodologies
• be able to identify which stakeholders will be affected by change
• be able to communicate planned changes clearly, effectively and with compassion
• be able to support others through the change process by fostering engagement and commitment
• be able to monitor and evaluate implemented changes to ensure intended outcomes have been achieved

Leading and promoting equality, diversity, inclusion and human rights in adult social care

You should:

• understand equality, diversity, inclusion and human rights
• be able to lead a culture that promotes, values and celebrates equality, diversity, inclusion and human rights
• be able to support managers in your organisation to lead and embed this culture within their settings

Oliver鈥檚 Training

Complete Oliver鈥檚 Training on Learning Disability and Autism: Tier 1 (if not done so already). Tier 2 can be undertaken in settings providing direct care to individuals with autism or a learning disability.

Suggested learning opportunities

The following are some of the learning opportunities available to support understanding and continued professional development within this role category.

Qualifications:

• Level 5 Diploma in Leadership and Management in Adult Social Care

• Level 6 and 7 leadership programmes

Suggested standards frameworks:

• management and leadership code for health and social care (not yet published)
• dementia:
• autism:
• end of life care:
• learning disabilities:
• mental health:

Role category personas