Care Team Ops & Onboarding Lead in Richmond

The Support Care Manager plays a crucial role in supporting the day-to-day coordination of our care services and care team. This role supports the onboarding process for new care assistants, ongoing care worker engagement, system monitoring, and office-based compliance tasks. You’ll be instrumental in ensuring smooth care delivery, accurate scheduling, and responsive communication between the care team and office.

Key responsibilities

• You will support care assistants during their probation period and at other times should they need extra support.
• Your expert advice and guidance will help new care assistants carry out their role safely and in line with Bluebird Care’s policies and procedures.
• You will be clear about when to seek help and advice and when to report any changes or causes for concern to the Customer care managers, deputy or registered manager.
• This role supports both the operational and administrative functions within the care team, helping to maintain a high standard of service delivery and compliance.

Duties

• Post-Induction Support: Meet with new staff during onboarding to discuss their availability and add to the scheduling system once Induction training is completed.
• Mentoring Coordination: Organise and manage mentoring for new care assistants, ensuring a smooth transition into the field.
• After-Shadowing Meetings: Facilitate debrief meetings following care assistant shadowing to assess readiness and gather feedback, arranging additional support when required.
• Administrative Support: Process and manage parking permits and manage care assistant expense submissions in line with company policy.
• Return-to-Work Meetings: Conduct structured return-to-work meetings to support staff wellbeing and maintain HR compliance.
• Lateness Monitoring: Monitor punctuality across the team, documenting and addressing any repeated issues in line with policy.
• Supervisions and Reviews: Carry out 1:1 supervisions in the office with probationary and established care assistants, supporting performance, wellbeing, and support with training needs.
• Scheduling Support: Provide day-to-day assistance to the coordination team, ensuring continuity of care and prompt response to changes.
• PASS Alerts/System Management: Review and resolve alerts from the PASS system daily to ensure care delivery is safe, responsive, and documented properly.
• Audit support: Support care quality by conducting audits of care notes, MAR charts, and Cleva Card financial activity to ensure accuracy and compliance.

Work well as part of the Bluebird Care team. Have a good working knowledge of Bluebird Care policies, procedures and guidance and the national standards for good quality care at home. Take part in staff and customer meetings and give advice when needed. Act as a support and mentor to new staff to help them understand their role and how the business works. Support new staff to learn using e-learning materials and face-to-face training activities. Contribute to reviews for care assistants who have completed their probationary period. Provide out of hours support to care assistants when required.

If you care deeply, Bluebird Care makes sure you have the time you need to do what you do best, the training so you can keep doing it better and the rewards that delivering such high-quality care deserves. Bluebird Care Richmond & Twickenham is an Equal Opportunity Employer. DBS checking and references will be undertaken in line with government regulations and recruitment best practices.