Job Description
Leadership & Management
* Deputise for the Registered Care Manager/Head of Client Experience as and when required.
* Actively participate in objective setting, succession planning, and performance reviews.
* Support, mentor and supervise Care Professionals through coaching, appraisals, one-to-one supervision, return to work meetings, competency assessments and sign-off on the Care Certificate.
* Identify training and development needs for both Care Professionals and Key Players, ensuring follow-up and action.
Client Management & Engagement
* Manage client relationships with responsibility for their ongoing care and support, ensuring a person-centred approach.
* Undertake consultations with new clients, complete assessments, and all required paperwork.
* Create, update, and audit care plans, ensuring they are reviewed in line with Home Instead standards and digital systems are maintained.
* Conduct regular client reviews, quality assurance calls, satisfaction surveys, and service reviews, ensuring timely follow-up on issues.
* Maintain regular contact with clients, tailoring communication to individual needs and ensuring a consistent, high-quality experience.
* Build and maintain strong, positive relationships with clients, their families, and other professionals involved in their care.
* Coordinate client and Care Professional introductions, including shadowing where required.
* Ensure clients receive appropriate recognition such as birthday and greeting cards.
Operational Duties
* Support scheduling and coordination of Care Professionals, ensuring effective use of Home Instead’s systems.
* Enter and maintain accurate records for clients and Care Professionals in both digital and hard copy formats.
* Monitor service visits through systems to ensure effective service delivery.
* Undertake audits of client and Care Professional files, implementing corrective actions as needed.
* Ensure compliance with Home Instead Franchise Standards, policies, and procedures at all times.
* Participate in the on-call rota and provide hands-on care if required.
* Maintain confidentiality of all client, staff, and business information.
Qualifications
Required Core Skills
* Level 3 in Health and Social care or above.
* Good computer skills including knowledge around MS Word, Excel and Power Point
* Planning & Prioritisation
* Safeguarding our people/clients
* Problem Solving
* Regulated Compliance
* Management of Performance
* Written & Verbal Communication
* Using Business Policy & Process
Required Core Behaviours
* Putting Clients first
* Working Together
* Achieving More
* Having a Positive Impact & Influence
* Knowing & Managing Self
* Developing Self & Others
* Seeks to Understand
Additional Information
Benefits
* On-call payment, as per our on-call rota
* Holiday pay and pension scheme
* Free membership to ‘Life and Progress Employee Assistance Programme’ which gives you 24/7 access to one to one counselling, legal advice and support, self-help and well being information
* City and Guilds accredited training, Care Certificate, Dementia and End of Life trainings
* Leadership and Management training
* Staff social events