Company Description
Community – We are in it together. One team building a culture where our customers and people thrive.
Courage – We boldly shape a better future. We tackle challenges head on.
Heart – We are passionate and dedicated. We love what we do because what we do matters.
Vision
Our vision is to become the best place to work in care and here is how you can contribute to that.
Job Description
Southwark, SE16 7DW
£29,618
Full-time
Permanent
We are seeking a compassionate and detail-oriented Engagement Coordinator to support our care team by ensuring the well-being of our service users and care professionals. This role involves a range of responsibilities, including conducting engagement and wellbeing calls, handling incidents, accidents, and medication errors, and facilitating surveys to gather feedback on care services. You will be integral in ensuring that care delivery is safe, responsive, and centred around the needs of our clients and care workers.
Internal Relationships
Reporting to the Care Manager, you will maintain regular communication with service users and Care Professionals. You will collaborate closely with the Hub Teams to ensure the delivery of high-quality services while promoting a "people first" approach.
Key Responsibilities:
Employee Engagement:
· Conduct regular Wellbeing and Engagement calls to Care Professionals, ensuring their needs and concerns are addressed.
· Conduct regular supervisions with Care Professionals in line with the group governance policy.
· Handle situations involving care worker absences (AWOL), and manage the transition of care worker leavers effectively.
· Receive and share compliments, ensuring that positive feedback is acknowledged and celebrated, using it as a benchmark for outstanding care. Publish the feedback on CCH Connect to inspire and motivate others.
Customer Engagement:
· Carry out “Voice of the Customer” surveys to gather valuable feedback on care services and use insights to drive improvements.
Incident and Accident Management:
· Record, respond to, and manage incidents, accidents, medication errors, and missed visits, ensuring appropriate documentation and follow-up action.
· Investigate and document any incidents, ensuring all steps are taken to address and resolve the situation.
Governance:
· Monitor compliance for Care Professionals, taking necessary action to ensure the team is up to date with supervisions, DBS checks, RTW (Right to Work) documentation, and Care Professional update training.
· Ensure all protocols are followed when responding to wellbeing concerns, accidents, and medication errors.
· Ensure all systems are kept up to date, including but not limited to, People Planner and Active Care Planning (ACP).
Reporting:
· Ensure all protocols are adhered to when addressing wellbeing concerns, accidents, and medication errors.
· Provide regular reports to the Care Manager, highlighting any issues or trends.
· Any concerns raised through Wellbeing and Engagement Calls, as well as feedback from the Voice of the Customer, should be promptly reported to the Care Manager to facilitate the creation of action plans for service improvement.
Qualifications
Skills and Qualifications
· Experience in a healthcare with a strong focus on care and service quality.
· Strong communication skills and the ability to engage effectively with staff, clients, and families.
· Detail-oriented with a focus on documentation, reporting, and resolving issues in a timely manner.
· Ability to handle sensitive situations with empathy and professionalism.
· Knowledge of regulatory standards and best practices in healthcare or homecare settings is advantageous.
Desirable Attributes:
· Excellent organisational and problem-solving skills.
· A proactive and positive approach to team collaboration and customer service.
· Ability to remain calm under pressure and manage complex situations with confidence.
The company reserves the right to amend the Job Description in line with changing needs of the business and expects employees to reasonably perform other duties which are commensurate with the role.