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The Role of The Operations Manager

on Friday, 17 July 2020. Posted in Articles

The Role of The Operations Manager

As the UKs leading independent nationwide Case Management company, ILS takes great pride in its highly experienced leadership team who work closely to ensure our clients remain at the centre of everything we do. Overseeing the case management team, our Operations managers – Susie Quinlan and Janet Cook tell us more about what they do and how their experience makes them suited to their roles.
“In our role we aim to link the client with the right case manager, and this starts from the initial referral. From here we put forward the case manager who best suits the needs of the client based on their experience and of course, location. Alongside this we review and manage case manager workloads. Throughout everything we do we always ensure the ILS standards and values are consistently met.
There have always been two Operations Managers which is of great benefit to both the clients and team alike as we can ensure that cover and support is always available, and we can be responsive to queries as they come up. Underpinning this support, we share over 50 years of experience as clinicians, and over 25 years of hands-on ILS case management experience, including a number of years working as both case managers and professional mentors before being appointed to the Operations Manager roles.”
Susie worked as a paediatric case manager and Janet as an adult case manager. Both Susie and Janet have an understanding of the challenges, dilemmas, and difficulties that families and loved one’s face either as a child is growing up or as adult lives are suddenly changed overnight. Both have worked with clients with complex physical and cognitive difficulties and have managed support workers including 24-hour care teams.
All of this means they have a clear understanding of the role and what it entails, and collectively can offer a vast source of information and experience to the case managers they oversee. They understand the crucial importance of the case manager having the right skill set to work with their client and the appropriate support.
“This all comes back to the ILS value of being client centred. By giving the client a case manager’s CV and arranging a meet and greet, the client can make an informed choice. Case management is a collaborative process which assesses, plans, implements, co-ordinates, monitors and evaluates the options and services required to meet an individual’s health, social, educational and employment needs. The client needs to feel they can work with and develop a rapport with their case manager. The role of the operations manager is to facilitate this process.
At ILS, we are proud to be able to provide case management services nationally and our case manager team offer a diverse range of skills. We have high retention levels in our team with a significant proportion of our case managers having worked with ILS for several years. Our recruitment process is in-depth, and the induction is comprehensive ensuring we bring on board the best case managers.
We continue to review the service that we offer and make the necessary improvements to ensure an excellent level of case management is consistently provided.”