Care Coordinator

Excellence Healthcare Services Ltd is seeking an experienced, highly organised and dependable Care Coordinator to join our domiciliary care team.

The care coordinator will play a central role in the day to day operation of the service, ensuring that care visits are safely and effectively scheduled, appropriately staffed and delivered in accordance with service users' needs.

The successful candidate will coordinate care workers, manage rotas, respond to changes and emergencies, maintain continuity of care and communicate effectively with service users, families, care workers and the wider management team.

This is primarily an office based coordination role; however, this is a domiciliary care service and the position is operational. The Care Coordinator must therefore be prepared to provide emergency care call cover when required to maintain continuity of care.

Key Responsibilities

Care Coordination & Rostering

• Prepare, maintain and manage care worker rotas
• Allocate care workers appropriately according to service user needs, location, availability, skills and continuity requirements
• Ensure all scheduled care visits have appropriate staffing
• Monitor the rota throughout the day and respond promptly to changes
• Manage staff sickness, absence, lateness and other short notice changes
• Arrange replacement cover promptly when a care worker becomes unavailable
• Minimise unnecessary changes of carers and promote continuity of care wherever possible
• Ensure travel requirements and realistic travelling time between care visits are considered when preparing rotas
• Coordinate annual leave and staff availability while maintaining safe service coverage
• Communicate rota changes clearly and promptly to care workers and, where appropriate, service users and families
• Support the mobilisation and scheduling of new care packages
• Work closely with management when considering capacity for new packages

Daily Monitoring & Service Delivery

• Monitor care delivery throughout the working day using the company's electronic care management systems
• Identify late, potentially missed or unconfirmed care visits and take prompt action
• Follow up with care workers where there are concerns regarding attendance or service delivery
• Escalate significant concerns to the appropriate manager
• Maintain effective communication with field staff throughout the day
• Respond promptly to operational problems and ensure appropriate action is taken
• Maintain clear records of significant changes, incidents and actions taken

Service Users & Families

• Maintain professional and positive relationships with service users and their families
• Respond appropriately to queries regarding care visits, carers, timings and changes
• Communicate unavoidable changes to care arrangements sensitively and professionally
• Receive concerns and feedback and ensure these are appropriately recorded and escalated
• Work with the field care supervisor and management team where a service user's needs or circumstances change
• Help ensure that service users receive reliable, consistent and person centred care

Supporting Care Workers

• Provide day to day operational support to care workers
• Communicate clearly regarding rotas, changes, service user requirements and operational instructions
• Maintain appropriate professional boundaries while developing positive working relationships with the care team
• Identify recurring punctuality, attendance, availability or performance concerns and elevate these appropriately
• Work collaboratively with the field care supervisor where field observation, additional supervision or practical support is required

Emergency Care Call Cover

As an operational member of the domiciliary care management team, the care coordinator will be expected to assist in maintaining continuity of care during unexpected staffing shortages or emergencies.

Where suitable alternative cover cannot reasonably be arranged, the care coordinator may be required to personally undertake care calls.

Care calls undertaken during the employee's normal contracted working hours form part of the care coordinator's salaried duties and do not attract additional payment.

A company vehicle will be available for use when the care coordinator is required to undertake authorised care call cover, subject to the company's vehicle use requirements.

Where the care coordinator is required and agrees to undertake care calls outside their normal contracted working hours, those additional hours will be paid separately at the applicable rate.

On Call Responsibilities

Participation in the company's out of hours on call rota is a mandatory requirement of the care coordinator position.

• Responding to calls from care workers outside normal office hours
• Managing unexpected staff absence and arranging emergency cover
• Responding to urgent service user or family concerns
• Providing advice and operational support to care workers
• Responding appropriately to incidents and emergencies
• Escalating safeguarding, medical or other serious concerns in accordance with company procedures
• Maintaining appropriate records of calls, decisions and actions taken
• Providing an effective handover to the office/management team following the on call period

On call duties are paid separately in addition to the care coordinator's salary, in accordance with the company's applicable on call arrangements.

Where an on call situation requires the Care Coordinator to personally undertake a care visit outside their contracted working hours, the actual care work will also be dealt with in accordance with the company's arrangements for additional work outside contracted hours.

Flexibility & Emergency Response

Normal working hours are 9am - 5pm, Monday to Friday.

However, domiciliary care operates beyond normal office hours and unforeseen situations can arise. The care coordinator must therefore demonstrate reasonable flexibility and be willing to respond to urgent operational requirements where necessary.

Where additional work is required outside the employee's contracted working hours, appropriate additional payment will apply in accordance with the company's arrangements.

Any working arrangements will be managed with regard to applicable working time and rest requirements.

Administration & Compliance

• Maintaining accurate rota and staffing records
• Updating electronic systems promptly following changes
• Maintaining records of staff availability, absence and operational changes
• Recording significant communications with service users, families and care workers
• Supporting audits and quality assurance activities
• Ensuring relevant information is communicated to the field care supervisor and management team
• Supporting incident and complaint management through accurate recording and escalation.
• Maintaining confidentiality and data protection requirements
• Following company policies, procedures and regulatory requirements
• Supporting the registered manager and wider management team with reasonable administrative and operational duties associated with the position

Essential Requirements

• Have previous experience within domiciliary / home care
• Have previous care coordination, rostering or significant senior care experience
• Hold a full UK driving licence
• Female only due to client preference
• Understand the operational demands of community based domiciliary care
• Have experience managing or working with care rotas
• Be highly organised and able to manage multiple priorities
• Remain calm and make appropriate decisions under pressure
• Have strong communication and problem solving skills
• Be confident communicating with service users, families, care workers and professionals
• Have good IT skills and be comfortable using electronic care-management/rostering systems
• Have strong written and administrative skills
• Be willing and able to provide emergency care call cover when operationally required
• Be willing to participate in the mandatory rotational on call service
• Already have an appropriate right to work in the UK without requiring sponsorship from Excellence Healthcare Services Ltd for this vacancy
• Be willing to undertake an enhanced DBS check and all required recruitment checks

Desirable

• Level 3 qualification in health & social care or equivalent
• Previous experience specifically as a domiciliary care coordinator
• Experience managing a substantial community care rota
• Experience using electronic rostering and care-management systems
• Knowledge of CQC requirements
• Experience managing out of hours / on call situations
• Experience dealing with emergency cover, staff absence and service user concerns
• Understanding of safeguarding, medication, incident reporting and care quality requirements

What We Offer

• £28,000 - £30,000 per annum, depending on experience
• Additional payment for participation in the on call rota
• Additional payment for agreed care calls undertaken outside contracted working hours
• Company vehicle available when required for authorised care-call cover
• Staff recognition and performance incentives
• Ongoing training and professional development
• Support from an experienced management team
• Career progression opportunities
• A responsible and varied role within a growing domiciliary care service

About Excellence Healthcare Services Ltd

Excellence Healthcare Services Ltd is a CQC rated good domiciliary care provider, delivering person centred care and support to individuals in their own homes.

We are committed to reliable care delivery, strong communication, effective workforce coordination and maintaining high standards for the people we support.