Reports to: Community Operations Manager
Location: North Herts (office based in Letchworth)
Role Type: 35 Hours Monday to Friday - Fixed term contract of 12 months.
1. Job Purpose
The Quality Assurance Officer is responsible for ensuring 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.
This post will also support the Community Operations Manager with care planning oversight, risk management, and HR-related investigations to ensure consistent and compliant practice across all services.
2. Key Responsibilities
Quality Assurance & Compliance
* 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 the organisation’s 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 the Community Operations Manager and senior leadership.
* Support staff in developing personalised, outcome-focused care plans.
* Review and update complex care plans and risk assessments to ensure they remain safe, appropriate, and up to date.
* Provide guidance to the community team on risk mitigation, capacity and consent, mental capacity assessments, and best‑interest decision processes.
* Work with the scheduling and operations teams to ensure care delivery aligns with assessed needs and safe practice.
Staff Support, Training & Development
* Provide coaching to care staff and coordinators on quality standards, documentation, and safe working practices.
* Support the induction of new team members by delivering training related to quality assurance, documentation standards, and risk management.
* Promote a culture of continuous improvement, reflective practice, and high-quality service delivery.
HR Processes & Investigations
* Support the Community Operations Manager in conducting HR investigations, including disciplinary, grievance, capability, or performance‑related matters.
* Gather statements, review evidence, and prepare investigation reports in line with organisational HR policies.
* Ensure fairness, confidentiality, and accurate record‑keeping during all HR processes.
Service Improvement & Governance
* Support the implementation of new policies, procedures, and quality frameworks.
* Participate in governance meetings, quality reviews, and service evaluations.
* Contribute to action plans following internal audits, external audits, and CQC feedback.
* Help embed organisational values respect, compassion, inclusivity, caring, and person‑centred practice across all operational activities.
3. Person Specification
* Experience working within a domiciliary care 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.
* 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.
* 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.
4. Values & Behaviours
* Demonstrates compassion, empathy, and respect in all interactions.
* Promotes a culture where every colleague and service user feels heard, included, and valued.
* Always acts with integrity and professionalism.
* Supports the organisation’s commitment to high-quality, person‑centred care.
Person Specification
Criteria
Qualifications
• NVQ/QCF Level 3 in Health & Social Care (or equivalent)
• Evidence of ongoing professional development
• Training in auditing, quality assurance, or HR processes
Experience
• Experience working in a domiciliary/home care setting
• Experience completing care plans and risk assessments
• Experience supporting HR processes such as investigations, statements, or performance improvement
• Experience of working to CQC regulatory standards
• Experience carrying out audits or quality monitoring
• Experience in training or coaching staff
Knowledge
• Strong knowledge of CQC Key Lines of Enquiry (KLOEs)
• Understanding of care planning, outcomes‑based support, and risk management
• Knowledge of safeguarding adults, MCA, consent, and best‑interest decisions
• Understanding of HR policy principles (confidentiality, fairness, documentation)
• Knowledge of quality improvement frameworks
• Awareness of emerging best practice in community care
Skills
• Excellent attention to detail
• Strong written and verbal communication skills
• Ability to analyse information and identify themes or trends
• Able to work with sensitive information discreetly
• Ability to coach, guide and support others
• Strong organisational and time‑management abilities
• Presenting reports to senior managers
• Creating or delivering training sessions
• Person‑centred and compassionate
• Respectful and inclusive approach
• Demonstrates integrity and professionalism
• Promotes a culture where everyone feels heard and valued
• Advocates for continuous improvement and innovation
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
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