Job Description

We are a domiciliary care company established in Dudley with a reputation of delivering person-centered care services in the local area for over 15 years.

We are recruiting for a Home Care Coordinator to join our Dudley service. The successful applicant will be based at our head office in Netherton and will work to lead the community care team and build on our current services across Dudley.

Purpose of post:

As a Care Co-Ordinator, you will play a vital role in managing and coordinating the delivery of care services to customers. You will support the Area/Branch Manager to implement Diamond Home Care's Operational Management Responsibilities and Key Performance Indicators to enable you to effectively deliver your responsibilities for your Area.

This will include the following ;

Supervisions, Appraisals & Performance Management, Quality Assurance & Auditing, CCQ Compliance & Best Practice, Local Authority & Private Funding Contractual Requirements, Complaints, Concerns & Compliments Procedures, Safeguarding, Incidents & Accidents, CQC Notifications, Company Policy & Procedures, Development of Services Operational Processes, Service User Feedback & Satisfaction Surveys and Staff Training & Development.

You will adhere to Senior management instructions and promote the service in a positive manner to all relevant stakeholders.

You will recognise your professional boundaries and work within these i.e., deliver a friendly and professional service, getting to know your customers' needs but without crossing professional boundaries.

Principle Tasks:

1.1 People Planner and Access Care Planning

- Rostering of care visits across your area using our software People Planner

.

Ensuring 100% of current service capacity is utilised and done in the most efficient way. All customer visits and/or packages of care are to be structured and templated to implement and maintain an efficient round.

- Ensure all Community Care Staff have a minimum of 2 weeks Rota in-advance, and that they are maintaining the minimum service call times, reporting any incidents, accidents, safeguarding concerns and/or medication errors immediately to you their Line Manager.

- Community Care Staff are fully competent in our software Access Care Planning, maintaining detailed records of daily care visit(s), to establish a full customer picture is available for family, inter-agency involvement, internal auditing, and Care Quality Commission review.

- To use Access Care Planning to ensure person centered care plans are detailed with;

person's strengths & assets, how they will regain/increase/maintain confidence in their independence; personal details, key contacts, friends & family, inter-agencies, health history, religion, sexual orientation, hobbies & activities, medication, mental capacity, visit schedule & care tasks, risk assessments.

1.2 Absences and Holiday Cover

Management of

Atlas

Holiday, Absences, Company Policy & Procedures Management Software, to effectively monitor and manage Community Care Staff holiday requests to maintain rostering requirements. Analysis of authorised and unauthorised absences in line with Diamond Home Care Absence policy.

1.3 Business Growth

Assist in business growth and development of services by working with the local authority and private funders to grow hours and manage your senior/care worker staff accordingly to ensure that consistency is maintained.

To work with your Line Manager and HR Manager to update when there are staff changes in order to effectively use the recruitment selection policy ensuring safe staffing levels at all times.

1.4 Key Worker Support

To listen to feedback from senior care worker to identify and manage any care worker key workers. To support key workers to report changes of circumstances of customers needs transparently and for you to update customer records accordingly.

1.5 Out of Hours

- To participate and manager the Rota of Out of Hours Service, between yourself and all the Seniors within your area of responsibility. Ensuring that all records are maintained and completed contemporaneously, (People Planner - Alerts & Tasks and OOH Daily Logs) ensuring you bring to the attention of your Line Manager any Medication Errors, Incidents or Accidents.

- To ensure that the diverts are turned on/off on arrival and departure to prevent customer/staff dissatisfaction due to being unable to get through.

- Dealing with Community Care Staff and Senior Care Workers queries pertaining to their work rotas, duties, roles & responsibilities and supervisory management responsibilities and analysis for the OOH Service and records.

1.6 Management and Supervision

- To promote a professional image and cultivate an open, transparent, and supportive working environment. Support the building of relationships on behalf of Diamond Home Care with local authority brokerage and other relevant teams.

- To mentor and always support your senior care workers and inform your line manager of any training support that is required.

- Ensure that your Senior Care and Community Care Staff are compliant with their bi-monthly spot checks and medication audits. To identify any additional training needs raised from spot check reviews and medication audits and inform you line manager.

- All staff are working towards their individual training plan and/or continuous professional development (CPD) in accordance with overall company training plan and objectives.

- Allocation of work duties to Senior Care Workers, in an efficient format as to utilise the skills, knowledge and experience of your Senior Care Workers to meet company Key Performance Indicators and Care Plan Reviews & Assessments, Spot Checks, Medication Audits, Delivery of new Packages of Care, Avoidance of Missed Calls, Holiday & Absence Cover.

1.7 Accidents, Incidents and Medication Errors

To e

nsure that all accidents, incidents, and Medication Errors, are investigated and/or interviews held and recorded to provide evidence for presentation of facts to your line manager for ultimate decision and/or action to be taken.

1.8 Quality Assurance

- To conduct quality assurance visits with customers via home visits where required. Action all feedback in a swift, effective, and in a professional manner, taking guidance from your line manager.

- To complete Meeting Record(s) with Community Care Staff, Inter-Agencies, Family & Friends and/or Contracting organisations regarding any queries or incidents that are not outlined within the People Planner Rostering Management Software.

- To participate and co-ordinate Quality Assurance Audits (Staff Spot Checks & Medication Audits) within your areas of responsibility on the Community Care Staff in-line with the Care Quality Commission Regulatory requirements and internal Quality Assurance Auditing schedules.

1.9 Complaints and Safeguarding's

- Manage your area of responsibility Complaints, Concerns & Compliments Processes, carrying out of field investigations and/or interviews in the community for evidence purposes and presentation of facts to your Line Manager for ultimate decision and/or action to be taken.

- Follow internal policy & procedures for Safeguarding and Care Quality Commissions Notifications and external local authority policy & procedures, ensuring all relevant parties are informed in a timely manner.

2.0 Policies

To conform to all policies and procedures laid down by the organisation in respect of carrying out these duties and in other administrative aspects of the Business, as relevant.

3.0 Training

- To lead by example and promote Diamond Home Care's values and responsibilities to care workers by organising, supporting, and maintaining their onboarding process along with their care certificate process.

- To participate as directed by the Supervisor/Manager in induction training and regular on-going training programs.

- Participate in weekly and/or monthly supervisory/operational management meetings to report on your areas progress and to ensure effective achievement of company Key Performance Indicators, Care Quality Commission Compliance, Internal Quality Assurance & Auditing Schedule.

4.0 Record Keeping

- To maintain accurate, concise, and timely records of customer care including dietary, emotional, physical, wellbeing, medication and personal care tasks including any other tasks that may have been completed.

- To use Access Care Planning to update care tasks, risk assessments and care plans simultaneously without delay to always ensure compliance of records.

- Managing of generic email accounts and web enquiries, recording and actioning these according to company policy & procedure.

5.0 Supervision

- To participate in staff, team and quality management meetings as directed by you line manager or senior management team.

- To participate and attend to any supervisory/performance meetings.

6.0 Communication

- To provide effective communication to customers in their homes and on the phone.

- To report back to your line manager on any aspect of a customer's care/service which may warrant investigation or urgent action.

- To report any change in circumstances or safeguarding concerns.

- To report any absences in a timely manner in line with Diamond Home Care Absence Policy.

- To adhere to Diamond Home Care's communication boundaries policy.

7.0 Customer Engagement

To engage with customer satisfaction survey feedback and action where necessary.

8.0 Professional Boundaries

- To work within professional boundaries and not develop inappropriate relationships with customers or care workers that may present a conflict of interest in your duties under the role of care co-ordinator.

- To adhere to Diamond Home Care's professional boundaries policy.

9.0 Personal Care

- Dressing/Undressing/Preparing the customer for day care or trips out.

- Washing/Bathing/Showering/Shaving/grooming/Cleaning teeth

- Hair Care (Washing/brushing)

- Toileting and all aspects of personal hygiene

- Continence management

- Care of pressure sores (under appropriate nursing supervision)

- Getting in and out of bed

- Assisting with the use of aids to daily living/rehabilitation aids, as required

- Helping with rehabilitation programs, as prescribed by healthcare professionals -Day/evening/night sitting services, as required.

The successful applicant must meet the following criteria:

be able to drive & have a car, suitably insured for work purposes

Hold minimum Level 3 NVQ/Diploma in Health & Social Care (Adults)

- Bilingual skills are advantageous

Have at least 2 years continuous experience in a supervisory role within the domiciliary care industry

Be flexible to meet the varying needs of the business e.g will be required to participate in the out of hours 'on call' service

For more information and for a job description for this post, please email your CV.

Starting salary is 28,000 however will increase to 30,740 after 6 month successful probation

Job Types: Full-time, Permanent

Pay: From 28,000.00 per year

Benefits:

Free parking On-site parking
Work Location: In person