Overview
The Quality Assurance Officer ensures that the organisation delivers safe, effective, person-centred domiciliary care in line with internal standards and external regulatory requirements. The role supports continuous service improvement through robust auditing, monitoring, and guidance to care teams, and works with the Community Operations Manager on care planning oversight, risk management, and HR investigations.
Responsibilities
* Conduct regular audits of care documentation, including care plans, risk assessments, electronic MAR charts and visit logs.
* Monitor compliance with CQC regulations, including the Key Lines of Enquiry (KLOEs), and contribute evidence for regulatory inspections.
* Identify practice gaps and support the development of action plans to improve quality and safety.
* Review incident reports, safeguarding alerts, medication errors and complaints to identify themes and recommend preventative actions.
* Produce clear, accurate and timely quality reports for senior leadership.
* Support staff in developing personalised, outcome-focused care plans and review and update complex plans and risk assessments.
* Provide guidance on risk mitigation, capacity and consent, mental capacity assessments and best-interest decision processes.
* Work with scheduling and operations teams to align care delivery with assessed needs and safe practice.
* Provide coaching to care staff and coordinators on quality standards and documentation.
* Support the induction of new team members by delivering training related to quality assurance and risk management.
* Promote a culture of continuous improvement, reflective practice and high-quality service delivery.
* Conduct HR investigations including disciplinary, grievance, capability and performance matters.
* Gather statements, review evidence and prepare investigation reports in line with HR policies.
* Ensure fairness, confidentiality and accurate record-keeping during all HR processes.
* Support implementation of new policies, procedures and quality frameworks.
* Participate in governance meetings, quality reviews and service evaluations.
* Contribute to action plans following internal and external audits and CQC feedback.
* Embed organisational values of respect, compassion, inclusivity, caring and person-centred practice across all activities.
Essential Experience
* Working within a domiciliary or community-based care setting.
* Strong understanding of care planning, risk assessments and person-centred approaches.
* Experience supporting or conducting HR investigations or performance-related processes.
* Good knowledge of CQC standards and compliance frameworks.
Essential Skills & Knowledge
* Strong attention to detail and accuracy in documentation.
* Ability to analyse data, identify trends and propose improvements.
* Excellent communication skills, both written and verbal.
* Confident in coaching others and delivering training.
* Ability to manage sensitive information with confidentiality and discretion.
* Strong organisational and time‑management skills.
Desirable
* NVQ/QCF Level 3 or 4 in Health and Social Care.
* Experience in medication audits and safeguarding processes.
* Knowledge of HR policies within a care setting.
* Training in auditing, quality assurance or HR processes.
Other Requirements
* Full UK driving licence and access to a vehicle (if required for visits).
* Willingness to travel between service areas.
* Flexibility to meet service needs.
* Experience collaborating with external partners or regulators.
Benefits
Competitive pay rates, flexible working hours, mileage reimbursement between client visits, extensive training programmes, clear pathways for career progression, access to a pension plan and discounts through the Herts Rewards scheme.
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