Care Coordinator

The Care Coordinator is responsible for the operational management, quality assurance, and compliance of domiciliary care within their designated area. You will ensure high standards of care delivery, maintain CQC compliance, support and develop care staff, and act as the primary operational contact for staff, service users, and families. This role includes on-call duties, coordination of rotas, monitoring alerts and incidents, and ensuring smooth day-to-day service delivery.

Key Responsibilities

• Area Management & Service Delivery: Oversee all care delivery within your allocated area, ensuring high-quality, safe, and consistent service. Act as the primary operational contact for staff, service users, and families. Intervene promptly to resolve service issues and maintain continuity. Conduct six-weekly reviews of service users to maintain quality standards. Ensure all care plans are accurate, person-centred, and compliant with CQC standards.
• Alerts, Risk Management & Escalation: Monitor and manage alerts, including medication errors, missed calls, safeguarding concerns, incidents, and risk notifications. Take immediate action to resolve issues, including arranging cover and additional support. Escalate all complaints, concerns, or incidents to RM Jenna and DM Jasmine before responding to social services or families to ensure proper tone and de-escalation. Complete medication investigations and ensure competency follow-up within six weeks.
• Care Documentation & Quality Assurance: Conduct weekly care plan audits and high-risk audits; follow up promptly on actions required. Ensure all new service users have completed tasks, consent forms, RAG assessments, and risk assessments. Maintain accurate, up-to-date records and documentation in line with GDPR and CQC standards. Attend meetings as required for compliance and service improvements.
• Staff Supervision, Development & Compliance: Conduct regular supervisions, appraisals, and spot checks to maintain staff performance and care quality. Support staff development through coaching, mentoring, and competency assessments. Ensure all medication competency follow-ups are completed within six weeks. Oversee onboarding, shadow shifts, and competency sign-offs for new staff.
• Rota & Workforce Management: Maintain rota compliance using drop-down rotas; all shifts for the next 24 hours must be covered by midday each day (Monday–Friday). Nicola will intervene at 1 pm if coverage is incomplete. Arrange cover for staff holidays, sickness, and last-minute absences. Work closely with office and scheduling teams to ensure continuity of care.
• New Business & Service User Onboarding: Review new business opportunities and assess suitability within your area. Lead introductions and a six-week onboarding process for new service users. Ensure all documentation, risk assessments, consent forms, and care tasks are completed before care commences. Coordinate admissions and discharges with hospitals, families, and care staff. Update care plans to ensure safe resumption of care after hospital stays.
• On-Call Duties: Participate in the on-call rota to provide out-of-hours support. Monitor alerts, incidents, and staff absences during on-call hours. Take immediate action to resolve issues and expedite urgent concerns to RM Jenna or DM Jasmine. Complete thorough morning and evening handovers of all on-call activity to the office team and management. Provide care visits personally if necessary to ensure no visits are missed.
• CQC & Regulatory Compliance: Ensure all care in your area meets CQC Fundamental Standards and company policies. Support audits, inspections, and continuous improvement initiatives. Maintain GDPR-compliant records and documentation.
• Communication & Teamwork: Build positive relationships with service users, families, staff, and professionals. Share updates, escalations, and key information promptly with Nicola and escalated concerns to RM Jenna or DM Jasmine. Attend team meetings, managerial briefings, and training as required.

Person Specification:

• Experience in domiciliary care or a similar setting.
• Strong organisational, leadership, and decision-making skills.
• Excellent communication and interpersonal abilities.
• Ability to manage competing priorities and work under pressure.
• Understanding of CQC requirements and care standards.
• Professional, reliable, and committed to high-quality, person-centred care.
• NVQ Level 3 minimum; Level 5 (desirable) Diploma in Health & Social Care (or working towards).
• Previous experience in a Care Coordinator or supervisory role.