Purpose of the role/job description:
To support the contract manager in the delivery of a high quality care service with responsibility for the deployment and management of care workers
Key result area:
Responsibility for ensuring all care workers are fully briefed before commencing a care package.
Responsibility for care worker rotas; creating consistent and stable rotas via zones and mini zones and ensuring rotas are produced and communicated in a timely fashion.
Responsibility for ensuring all service users are kept fully up to date on any care worker changes
Manage time-keeping and absences of the care workforce.
Develop a commercial relationship with service managers, social workers and brokerages.
Ensure that all service users/clients are contacted via a monitoring telephone call on a monthly basis and recorded on the computer record.
Ensure that all service users/clients and care worker files are up to date and any relevant information recorded onto the computer record.
Carry out monitoring functions such as service users/clients satisfaction telephone calls and service users/clients review visits.
Ensure that all complaints are recorded on the computer record and the complaints procedure is followed.
Be fully aware of all contractual requirements as detailed in agreements with relevant local authorities/private clients.
Work closely with the Recruitment Team/Registered Manager to review candidate attraction/candidate flow, through workforce planning.
Maximise sales and gross margin through new and existing contracts / clients, efficient servicing of contracts/private clients, and ensuring all relevant Terms of Business and payment terms are issued
Ensure no unfilled packages are handed over to Out of Hours and appropriate handover occurs with up to date information
Ensure care workers use the electronic monitoring (contract specific).
Ensure payroll/invoice requests/queries are dealt with accurately and in a timely manner.
Assist with preparation of timesheets, ensuring the care plan and timesheet match and that authorisation is gained immediately from the local authority/client if they do not match
Care Worker Supervisions/Appraisals:
Work with the SQA to ensure all care staff and temporary care workers receive supervision/appraisal at least three monthly to review their standards of practice and identify training needs and development.
Ensure all care worker records are fully maintained.
Annual appraisal with relevant information fed back to Contract Manager and SQA as required.
To identify domiciliary care workers that would be appropriate for NVQ placement and then supervise, support and monitor this process once a placement has been secured and commenced.
To carry out supervision/appraisal and spot checks on all care workers
To understand and attend relevant training which is deemed necessary to the post, in order to enhance skills and service delivery.
To understand and comply fully to all company policies, procedures and guidelines.
To be available Out of Hours.
Key Performance Indicators:
Reduced volume of service user complaints
Turnover of care workers
Accurate and timely production of rotas
Care worker development
NVQ 2/3 (desirable)
Excellent customer service skills.
Ability to communicate on all levels
Strong organisational skills.
Must be able to work as part of a team
Recruitment experience (desirable) Careworx - 11 months ago