Job Description
Job Purpose
To be accountable for the management of all aspects of client services, ensuring compliance with all governing body requirements and legislation relevant to the service.
To lead a team of Key Players to proactively manage the needs of the clients and the day to day running of the office.
To work closely with the Franchise Owner to develop a high quality private homecare service for people in the local area
The Role
Clients
1. Promote the highest standards of care and service with a focus on person centred care.
2. Manage the process of client acquisition from initial contact to conversion adhering to company policy.
3. Carry out care planning and conduct risk assessments ensuring compliance to relevant legal and regulatory requirements.
4. Effectively managing complaints and incidents, carrying out investigations relating to the quality of the service, and using those findings to initiate improvements.
5. Ensure relevant reports are forwarded to relevant bodies e.g. CQC, Care Inspectorate, Care Inspectorate Wales, The Regulation and Quality Improvement Authority and Safeguarding.
People
6. Recruit, train, manage and motivate a high performing team of key players focused on the needs of clients and Care Professionals.
7. Define clear roles and responsibilities, providing feedback and guidance to improve efficiency and effectiveness.
8. Ensure that current employment, equal opportunities, and health and safety legislation, together with good practice are consistently applied within your areas of responsibility
Business Operations
9. Actively support driving selling in the service culture and growth mentality throughout the business. Take full responsibility for the day to day client care operations.
10. Agree objectives for meeting business performance targets and continually review.
11. Deliver on targets within agreed budgets.
12. Organise and co-ordinate care operations to ensure maximum productivity.
13. Gather, analyse and interpret key reports to ensure that business is achieving maximum productivity.
Quality
14. Act as the Registered Manager managing the regulated activity for the office.
15. Oversee compliance with regulators, legislation and Home Instead’s Franchise Standards.
16. Ensure relevant reports are forwarded to relevant bodies e.g. CQC, Care Inspectorate, Care Inspectorate Wales, The Regulation and Quality Improvement Authority and Safeguarding.
17. Monitor the measurement of the client experience through the key players and strive to continually improve.
18. Ensure that the business has the adequate and suitable resources to carry out operational activities.
19. Ensure the team meet and exceed all Home Instead standards, regulations and legislation requirements and provide industry leading quality and compliance.
20. Continually update job knowledge through participating in opportunities, reading professional publications, maintaining personal and professional networks to continually add value to your accomplishments.
Legal and Finance
21. Ensure successful operation of all policies, processes, procedures, and systems and implement a culture of best practice.
22. Provide weekly/monthly activity reports for meetings with the director to provide comprehensive business updates.
23. Protect the organisations value by keeping information confidential and in line with legislation.
24. Carry out any other duties deemed necessary for the successful operation of the business.
25. Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.
Qualifications
Essential Criteria
26. Proven track record in the management of day-to-day operations within a fast moving, commercial business environment at a senior level.
27. Experience of analysis of statistical data.
28. Have or be willing to work towards Level 5 Diploma in Leadership for Health and Social Care and Children and Young People's Services or equivalent.
29. Excellent knowledge and understanding of compliance and legislative requirements of the care regulations.
30. Demonstrable experience of managing and motivating of a team within a fluid working environment.
31. Experience of operating within a pressured environment whilst maintaining a professional and calm working environment.
32. Strong commercial business awareness.
33. Excellent written and verbal communication skills.
34. Ability to engage effectively with a range of stakeholders, both from within and outside of the business.
35. Good planning and organisation skills – Highly numerate with a keen eye for detail and a passion for accuracy.
36. Ability to adapt to change easily and utilise your skills to encourage and motivate a diverse team through a fluid working environment.
37. Ability to negotiate to ensure positive outcomes for the business.
38. Good working knowledge of IT systems with experience of Microsoft Office or Google Suite and virtual communication platforms with the aptitude to learn and adopt new technologies and software where appropriate.
39. Must have full driving license and means of transport if required within the territory to visit clients and RPNs.
Competencies
Core Competencies
Role Specific Competencies
Driving Results
Adapting to Change
Customer Focus
Planning & Organising
Influencing
Leading Others
Teamwork & Collaboration
Quality Focus
Communication & Relationship Management
Business Acumen
Living Home Instead
Agile Learner
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 a Criminal Records check at the appropriate level.
Additional Information
Be part of the Home Instead community and work with friendly like-minded people who share your values. Whether you already have experience in the care sector or are looking for a new career, we would love to hear from you!