To support Children’s Services over a geographical area, responsible for the development, coordination, field care supervision, service user and mentor schedules. The primary duties include development of Children’s Services, tracking service user/mentor hours, handling mentor sickness and holidays, assisting with service user/mentor relations, keeping excellent documentation/records and participating in an on-call rota. Maintaining a record and update on all service users’ contracts with reference to start, end and review dates. Maintaining and updating all records of dates for assessments, spot checks, reviews etc for both service users and mentors. Handling in-coming calls and processing initial enquiries. Conducting assessments and reviews for service users and mentors in the field as well as mentor introductions. Jointly responsible with the Children’s Services Manager and Children’s Services Care Coordinator for a group of service users and mentors within the community, ensuring their best interest and safeguarding their wellbeing, providing a high-quality service. Ensuring our service users are receiving the care and support they expect and deserve.
Inbound Call Management
Answer telephone and take enquires or messages using excellent telephone technique.
Receive referrals and enquiries with reference to all areas of work of the company.
Respond promptly and courteously to all service users’ calls.
Triage incoming calls from mentors/service users for scheduling changes, or services needed and forward to appropriate personnel.
Scheduling and Service Coordination
Serve as liaison between service users and Children’s Services Manager and Care Coordinator
Maintain documentation records in CareFree and the Pass system and ensure current and up to date personnel records for all children’s services mentors.
Ensure compliance requirements are met
Ensure that all computerised and manual records are up to date
Ensure that all contract records for clients are up to date and to check that care provided is still within contract timescales
Write reports and maintain monitoring of service
Maintain records of, and perform where necessary, mentor spot checks, assessments, supervisions and appraisals.
Ensure training needs of all mentors are met effectively and maintain mentor training records.
Implement and record induction programmes and identify and assist to provide on-going training needs.
Maintain effective assessment and review procedures.
Recruitment and Personnel
Assist with recruiting, orientations, in-services, disciplinary actions etc.
Assist with preparation for orientations by preparing appropriate documents/folders.
Maintain office record keeping, filing and supplies
Assist with maintaining Policies and Procedures manual and Employee handbook
Perform on-call coordinator duties as part of a rota for Children’s Services as required.
Cover care calls in emergency and ad hoc (following company policy on logging in process in service users’ homes for either care or supervision purposes).
Meeting regularly with the Children’s Services Manager and Children’s Services Care Coordinator to review issues and develop strategies for best operating practices.
Assist with sales, marketing and public relations.
Participate in the continuing commitment for quality car, including attendance at mandatory agency staff meetings.
Performing spot checks, assessments and quality monitoring and maintaining records of these.
Education, Experience, Knowledge, Skills, Abilities and Availability
Knowledge of domiciliary care and significant work experience in the caregiving/medical field
Must have attained a H&SC level 3 qualification or equivalent.
Ability to multi-task and stay calm in a fast-paced environment while ensuring attention to detail.
Excellent interpersonal skills.
Excellent organisational skills.
Excellent communication skills via phone, in person and in writing.
Excellent customer service skills and the ability to ensure all service user and mentor needs are met in a timely manner.
Proficiency with Microsoft Windows based programs such as Word, Excel, Outlook and internet-based applications
Read, write, speak and understand English fluently as needed for the job.
Ability to fully participate in an after-hours on call rotation, which includes evenings and weekends.
Valid UK Driver’s License and insurance.
To pass criminal background check and pre-employment drug screening requirements.
Working Conditions / Environment
To work primarily out of the regional office in Edgware for reporting and administrative updates but ability to work within the entire area that Children’s Services cover.
You will also have experience in:
Experience of service provision in the care profession.
Maintaining quality control systems.
Ability to establish and maintain effective working relationships.
Ensure that all computerised and manual records are kept up to date.
Care plans and assessments
Networking with outside organisations
Must currently drive, with own transport and a clean licence
A flexible approach and a team player
Able to deal with and manage conflict in a professional calm manner.
To be aware of departmental budget constraints.
Undertake any other duties required to effectively support the growth and development of the business