Office Coordinator in Southend-on-Sea

Part Time Office Coordinator - Domiciliary Care

Location: Southend on Sea - SS1 2JY

Employment: Part time - 3x days per week + participating in out of hours arrangements

Reports to: Registered Manager / Deputy Manager

Job Purpose:

To support the effective day to day running of the domiciliary care office. The postholder will coordinate care visits, use electronic monitoring systems, supervise care staff, complete spot checks and ensure the service operates in accordance with CQC requirements, Southend on Sea City Council expectations and company policies.

Duties and Responsibilities:

Electronic Monitoring and Care Coordination

• Use electronic care monitoring and management systems, such as Nursebuddy or similar software
• Monitor carers’ attendance, arrival and departure times in real time Identify late, missed, incomplete or unassigned care visits and take immediate action
• Contact carers and service users when electronic monitoring indicates a delay or potential missed visit
• Escalate missed calls, medication concerns, welfare concerns and other serious incidents to the Registered Manager
• Review electronic daily notes, eMAR records, care tasks, food and fluid charts and incident reports
• Ensure carers complete electronic records accurately and before leaving the service user’s home
• Produce monitoring reports for management audits, local authority returns and CQC inspections
• Maintain accurate care schedules and update electronic records following authorised changes

Staff Spot Checks

• Conduct announced and unannounced spot checks in service users’ homes
• Observe carers’ punctuality, appearance, identification badges and use of PPE
• Assess whether carers follow care plans, risk assessments and moving and handling procedures
• Check staff competency in medication support, infection control, personal care, communication and record keeping
• Confirm that carers protect service users’ dignity, privacy, choice and independence
• Obtain service user or family feedback about the quality and reliability of care
• Complete spot-check forms and maintain accurate evidence of findings
• Agree improvement actions with staff and follow up within the required timeframe
• Immediately escalation unsafe practice, abuse, neglect or safeguarding concerns

Staff Supervision

• Conduct formal staff supervision meetings at the agreed frequency and record each meeting
• Review staff performance, conduct, attendance, punctuality, wellbeing and training needs
• Discuss feedback, complaints, compliments, incidents and areas requiring improvement
• Review whether staff understand care plans, safeguarding, medication procedures, confidentiality and professional boundaries
• Agree clear actions, responsibilities and review dates following supervision
• Provide appropriate guidance and support while maintaining professional boundaries
• Escalate capability, conduct or disciplinary concerns to the Registered Manager
• Support staff appraisals, competency assessments and performance improvement plans
• Maintain an up to date supervision and appraisal schedule

Rota and Visit Coordination

• Prepare and coordinate carers’ rotas according to service users’ assessed needs.
• Allocate care visits to suitably trained and competent staff
• Maintain continuity of care by assigning regular carers wherever possible
• Arrange cover for sickness, absence, emergencies and annual leave
• Inform service users and families of significant delays or authorised changes
• Ensure carers receive relevant information before attending new care packages
• Update schedules following hospital admissions, discharges, cancellations or authorised variations

Office Administration

• Answer telephone calls and respond professionally to enquiries
• Maintain accurate electronic and paper records in accordance with UK GDPR
• Support the preparation and review of care plans and risk assessments
• Maintain service user and staff files and ensure documents remain current
• Assist with recruitment administration, references, DBS checks and right to work checks
• Monitor staff training, competencies, supervisions, appraisals and compliance documents
• Assist with timesheets, mileage records, payroll information, invoices and council data sheets
• Support audits, KPI reports, service user surveys and quality-assurance activities
• Record complaints, compliments and feedback and refer them to the appropriate manager
• Maintain stocks of PPE, forms and office supplies

Safeguarding and Quality Assurance

• Report safeguarding concerns, falls, accidents, medication errors, missed visits and changes in service users’ health immediately
• Communicate with social workers, commissioners, GPs, district nurses and other professionals when authorised
• Support compliance with CQC fundamental standards and Southend on Sea City Council contract requirements
• Promote person centred care, equality, diversity, dignity, choice and independence
• Maintain confidentiality and follow infection prevention and health and safety procedures
• Participate in out of hours arrangements only where included in the employment contract

Essential Knowledge and Experience

• Full UK driving licence and access to a suitable vehicle
• Experience using electronic care monitoring or care management systems
• Ability to monitor live care visits and respond appropriately to alerts
• Experience completing staff spot checks, supervision meetings and competency assessments
• Understanding of domiciliary care, safeguarding and person centred practice
• Knowledge of CQC requirements and care sector record keeping
• Good computer, communication, organisational and time-management skills
• Ability to address poor practice and escape serious concerns appropriately
• Ability to remain calm when managing emergencies, staffing shortages or complaints
• Right to work in the United Kingdom
• Willingness to undertake an enhanced DBS check and required training

Desirable Requirements

• Previous experience in a domiciliary care office
• Experience using Nursebuddy or a similar system
• Level 3 qualification in Health and Social Care, Business Administration or a related subject
• Knowledge of eMAR, care plans, risk assessments, incident reporting and rota management

Accountability:

The Office Coordinator is accountable to the Registered Manager. Any concern affecting a service user’s safety, staff welfare, care quality or regulatory compliance must be reported promptly.