A prestigious domiciliary care business is looking for an ECM Coordinator (Electronic Call Monitoring) to cover the Hertfordshire area on a full-time/permanent basis.
They provide domiciliary care on a large scale, and they are growing rapidly as a business and service provider.
Job Purpose
The ECM Coordinator will be responsible for the day-to-day monitoring, accuracy, and compliance of the Electronic Call Monitoring (ECM) system. The role ensures that care visits are delivered as commissioned, accurately recorded, and aligned with safeguarding, payroll, and Local Authority requirements.
The post holder plays a key role in supporting service delivery, quality assurance, safeguarding oversight, and accurate payment of care staff.
Key Responsibilities As ECM Coordinator:
ECM Monitoring & Compliance
Monitor the system daily to ensure all care visits are logged accurately and in line with commissioned care hours
Identify and investigate missed, late, or incomplete calls and escalate in accordance with our safeguarding and escalation procedures
Liaise with care staff and coordinators to resolve ECM discrepancies and reinforce correct ECM usage
Ensure compliance with Local Authority commissioning and contractual obligations
Safeguarding & Service Oversight
Identify trends or anomalies in care delivery that may indicate safeguarding concerns or risks to service users
Escalate safeguarding concerns promptly to the Registered Manager/Operations Director
Maintain accurate records to support safeguarding enquiries, audits, and investigations
Support Field Care Supervisors and management in monitoring continuity and quality of care
Payroll & Data Accuracy
Work closely with the payroll and finance team to ensure data aligns with timesheets and payroll submissions
Validate delivered care hours to support accurate and timely payment to care staff
Investigate and resolve discrepancies between rotas, data, and payroll records
Communication & Coordination
Act as a key point of contact within the Hemel office for queries
Liaise with Care Coordinators, Field Care Supervisors, and management to support effective rota planning
Respond to Local Authority requests for data and compliance information
Reporting & Administration
Produce regular ECM and compliance reports for internal management and external stakeholders
Maintain accurate records in line with GDPR and our data protection policies
Support CQC inspections and Local Authority audits by providing ECM evidence and reports
Skills & Experience
Experience working in adult social care (domiciliary care preferred)
Experience using Electronic Call Monitoring systems
Strong attention to detail and data accuracy
Good understanding of safeguarding in adult social care
Ability to manage competing priorities in a busy office environment
Good IT and communication skills
To apply for this role as ECM Coordinator, please click apply online and upload an updated copy of your CV.
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