Job Description
The Role
1. Responsible for all aspects of office administration activities whilst being reactive to the needs of the business to include managing maintenance of office equipment e.g. photocopier, franking machine, dish washer, mobile phones, tablets etc.
2. Ordering consumables e.g. pens, photocopier paper, toilet roll, kitchen towel, tea, coffee, sugar and biscuit supplies etc.
3. Order and monitor the stock of celebration/sympathy cards sent to clients and care pros.
4. Support office projects and IT initiatives where appropriate, including the onboarding of new team members.
5. Set up meeting rooms to include shopping for lunch if required.
6. Manage and coordinate events, such as the Care Pro and client annual Christmas party and other social activities e.g. Care Pro meetings and annual conference.
7. Remain reactive and flexible to the needs of the business, providing administrative and operational support as required.
8. Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.
Client Communication & Engagement
9. Write and send client correspondence, including birthday cards, Christmas cards, and other personalised communications.
10. Act as a first point of contact for client and family queries or requests, responding promptly and professionally.
11. Manage correspondence by responding to emails and handling incoming and outgoing queries.
12. Manage and monitor the Client Care inbox, ensuring all messages are triaged, actioned, and followed up appropriately.
Client Care Monitoring and Escalation
13. Review daily care visit notes to identify concerns, trends, or risks.
14. Create and maintain a daily escalation list for distribution to the wider care and office teams.
15. Review medication reports and escalate any concerns, discrepancies, or issues to the office team in a timely manner.
Client Compliance & Service Delivery Support
16. Apply for Powers of Attorney (POAs) through the Office of the Public Guardian (OPG), ensuring accurate completion, submission, and tracking of applications.
17. Using Care CoPilot, upload medication and activity logs and disseminate the escalation report to the broader office team.
18. Upload all missed, outstanding, or medication error records onto ACP in preparation for the monthly audit.
19. Support compliance-related tasks and ad-hoc projects as required.
Care Coordination & Events
20. Maintain and manage the Hospital Admissions and Discharges Board, ensuring it is kept up to date.
21. Liaise with families, hospital discharge teams, and Care Professionals to ensure safe hospital admissions and a smooth return home (potentially).
Care Professional Support
22. Coordinate Care Professional retention activities such as newsletters, Care Pro of the month etc.
23. Monitor PPE stock levels and order as appropriate.
24. Maintain the compliance spreadsheet tracking Right to Work, Business Insurance, MOT and Tax database and DBS renewal dates.
25. Manage the Clevacard system, ensuring carers cards are funded appropriately and balances are monitored at least three times a week.
Qualifications
Essential Criteria
26. Competent using office programs (e.g. MS Office, Google Docs etc.) with the aptitude to learn new software & systems.
27. Proven experience in office administration within a busy office environment.
28. Excellent written and verbal communication skills.
29. Strong organisational and time-management skills with the ability to prioritise effectively.
30. Self-motivated team player with the confidence to work alone.
31. High attention to detail and ability to manage sensitive and confidential information with a keen eye for detail and the ability to work accurately under pressure.
32. Confident liaising with clients, families, healthcare professionals, and internal teams.
33. Comfortable working in a fast-paced environment and responding to changing priorities.
34. Compassionate, professional, and client-centred approach.
Additional Information
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.