Service Manager / Care Coordinator in Hounslow

MAIN PURPOSE OF POST

To manage a team of care and support workers to provide independent living and enable customers to live in their own home by providing a high standard of personal care and practical assistance.

• To allocate regular care and support workers to customer visits in line with company policy.
• To ensure continuity of care to each customer.
• To support the management of the organisation by providing assistance with case reviews, supervision of new staff and general management tasks, e.g. on-call.
• The on-call responsibility will be considered to be part of the overall role.
• To oversee a geographical area and to be responsible for the customers within this zone.
• To ensure all the customers in the zone are receiving a high standard of care and support.

KEY ROLES, TASKS & RESPONSIBILITIES

CARE

• Ensure that all company policies and procedures are adhered to.
• Manage your own geographical area which includes line managing the care and support workers when there is underperformance or failure to adhere to company policy and procedure.
• Undertake case reviews as directed by the Registered Manager, including care plan reviews, customer surveys and environmental assessments.
• When required, carry out initial risk and needs assessments (person-centred plans) with all new customers and review these at least annually.
• Deal with complaints, concerns and suggestions and follow these through appropriately.
• Train all new care and support workers in line with company policy.
• Undertake supervisory visits with new staff members.
• Carry out at least 3 monthly reviews/end of probationary and annual appraisals for all care and support workers in your team.
• Ensure care and support workers are carrying out their roles to the highest standard and managing their performance where there are concerns.
• Work on-call, managing the off-duty rota and responding to emergency issues.
• Support the management team in developing the service.
• Manage the call times for all care and support workers and customers using the computerised rostering system.
• Ensure adequate travel time is implemented in between every call.
• Ensure no calls are “crammed” unless there is an emergency situation.
• Ensure all customers are communicated with properly and informed of all changes to their package.
• Ensure call monitoring is used effectively.
• Assess social and health care needs of new customers, and maintain ongoing assessment and review of all other customers.
• Undertake direct domiciliary care if required.

ASSIGNING CARE AND SUPPORT WORKERS TO CUSTOMER VISITS

• Manage the call times for all care and support workers and customers using the computerised rostering system.
• Expected to be available out of their contractual hours on a mobile for issues that occur in their branch.
• Manage the computer rostering system and ensure it is continually up to date.
• Maintain up to date care plans for each customer within the computer system.
• Carry out telephone checks, in line with quality assurance, to every customer to ensure their service is at a high standard.
• Ensure that when calls are covered for holiday, sickness or an emergency that this is done in line with our policy.
• Respect the environment and the company’s resources in the way you work.

COMMUNICATION

• Ensure a high level of communication is maintained between all employees and customers.
• Hold meetings in line with the company policy or more often if required.
• Liaise with senior staff members and care and support workers to ensure that the highest standard of service is provided.

HEALTH & SAFETY

• Report immediately to the Registered Manager any illness of an infectious nature or accident incurred by a customer, colleague, self or another.
• Promote safe working practice at all times.

IT MANAGEMENT

• Ensure your training is kept up to date.
• Ensure security is maintained.

GENERAL

• Adhere to the General Social Care Council Code of Conduct.
• Be ‘on-call’, as agreed with the Registered Manager, for emergencies which may arise within the agency.
• Ensure that all information of confidential nature gained in the course of duty is not divulged to third parties.
• Notify the Registered Manager as soon as possible of your inability to work.
• Pay maximum attention to security at all times.
• Ensure all equipment is clean and well maintained.
• Carry out any other tasks that may be reasonably assigned to you.

PERSON SPECIFICATION

• Level 3 or above diploma or equivalent within the first year of employment in Leadership and management/ Health and Social Care.
• Desire to work with all customer groups.
• Ability to establish and maintain effective working relationships with all employees and external organisations.
• Ability to organise staff meetings/events.
• Performance manage underperforming staff and follow the legal process with the HR department.
• To have a working knowledge of Health and Safety legislation.