Job Description
The Role
1. Support care consultations, service reviews and completing client support plans.
2. Conduct staff supervisions and client QA’s.
3. Create, update and audit client care plans and assist with digital care planning.
4. Maintain accurate client and Care Professional records on Home Instead software and People Planner.
5. Conduct client and Care Professional introductions.
6. Build and maintain positive relationships with potential and existing clients, their families and other professionals involved in their care.
7. Carry out client reviews and action these accordingly.
8. Support and mentor Care Professionals.
9. Provide support to the Client Experience team.
10. Maintain regular contact with clients and Care Professionals.
11. Participate in on-call duties as required.
12. Understand and build effective and efficient schedules around our clients and Care Professionals.
13. Ensure schedules are prepared, considering travel time, holidays, training and last-minute cancellations.
14. Be responsive to changes in the schedule and liaise with relevant team members.
15. Match Care Professionals to new clients in conjunction with client services team and arrange introductions.
16. Ensure client schedules are matched to their needs, with the same Care Professional and the same times each week, where possible.
17. Develop excellent relationships with both clients and Care Professionals so both can enjoy positive experiences.
18. Work with the recruitment team to ensure sufficient current and future staffing levels are met.
19. Work with the Care Team to ensure new and existing care packages can be resourced and scheduled on a timely basis.
20. Add and maintain all client and Care Professional information onto to the electronic scheduling system.
21. Carry out any other duties deemed necessary for the successful operation of the business.
22. Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.
Qualifications
23. Good working knowledge of IT systems with experience of Microsoft Office or Google Suite and CRM software with the ability to learn and adopt new technologies where appropriate.
24. Highly resilient and positive with excellent communications skills.
25. Excellent organisation and prioritisation skills with the ability to work calmly and accurately under pressure.
26. Team player with strong interpersonal skills with the ability to build rapport quickly.
27. Excellent attention to detail with the ability to multi-task.
28. Logical and analytical with the ability to work on own initiative and meet deadlines.
29. Preferable Level 3 NVQ in Health and Social Care or equivalent.
30. Experience in the care sector delivering a wide range of personal care services.
31. Experience of working with MAR sheets (eMar) and medication in a supervisory role.
32. Passion for delivering the highest quality care to our clients and helping them to live independently and happily in their own homes.
33. Knowledge and understanding of legislation and regulations specific to Health and Social Care.
34. Good communication skills with the ability to build rapport quickly.
35. Must be confident to use care management technology including providing support and training to Care Professionals.
36. Must understand the importance of confidentiality working within current legislation.
37. Must have full driving license and means of transport if required within the territory to visit clients.
38. Be organised and flexible to meet the needs of the business.
39. Core Competencies
Role Specific Competencies
Driving Results
Adapting to Change
Customer Focus
Quality Focus
Influencing
Teamwork & Collaboration
Communication & Relationship Management
Living Home Instead
Agile Learner
Additional Information
If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you.
We encourage applications from all sections of the community as we want to reflect the neighbourhoods in which we work. Home Instead is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment.This role is subject to DBS enhanced disclosure.