To be part of and lead a specialist community based care coordination service for children with complex health needs, who are open cases to the St Albans and Dacorum Council Disabled Children’s Team. To develop and manage our client and employee schedules. The primary duties include matching support workers/clients based on skill level and availability, tracking client/employee hours, filling open shifts, assisting clients with schedule changes, handling employee sick calls, assisting clients with client/employee relations, keeping excellent documentation records and participating in a on call rota. Handle all incoming calls, routing and processing initial enquiry. Conduct care assessments for clients in the field as well as introduce support workers
Must be a car driver and car owner
Key Results Areas
To contribute to the assessment of children with complex health needs and the development of care and support plans for those children, their families and carers.
To offer initial support around the time of diagnosis, and to offer continued support as part of the child’s care and support plan as required, particularly in key periods of change or transition.
To assist families through the health assessment and planning process for the child, facilitating liaison with services, including acute services, particularly in relation to discharge planning.
To work with disabled children and their parents together with all relevant professionals in order to coordinate services to meet the assessed needs, and signposting to other relevant services.
To ensure the continued monitoring and coordination of care for the child, contributing to multi-agency review meetings, the development of individual care and support plans.
This may include situations in which safeguarding the child requires a multi-agency child protection plan, which will be managed by a Social Worker within the team.
To ensure that the service is child focused, effective, and consistent with the requirements of policy and statutory guidance.
To take personal responsibility for professional development and maintaining up to date knowledge relevant to the work of the post and of the team.
To work within the Company’s policy guidelines on confidentiality, data protection, equal
Inside Sales (Inbound Call Management)
Answers telephone, takes inquiries or messages using excellent telephone technique.
Receives referrals and enquiries on the programs of this company.
Responds promptly and courteously to all clients’ calls.
Triages incoming calls from support workers/clients for scheduling changes, or services needed and forwards to appropriate personnel.
Scheduling and Service Coordination
Serves as liaison between clients, Support Workers and Care Managers.
Schedules and coordinates day-to-day activities of caregivers and clients in a rota format.
Maintains documentation of associate work record in CareFree and the Pass System and ensures current and complete personnel records for all homecare associates.
Have responsibility for all staff – plan, allocate and evaluate the work load of all staff
Ensure Compliance requirements are met
Ensure that all computerised and manual records are up to date
Write reports and maintain monitoring of service
Ensure all staff receive supervision and appraisals
Ensure training needs of all staff are met effectively – implement induction programmes and identify and provide for on-going training needs
Maintain effective assessment and review procedures
Recruitment and Personnel
Assists with recruiting, orientations, in-services, disciplinary actions, etc.
Assists with preparation for orientations by preparing appropriate documents/folders.
Maintains office record keeping, filing and supplies.
Maintains Policies and Procedures Manual and Employee Handbook.
Coordinates with weekend on-call supervisors and performs on-call coordinator duties as needed.
Meets weekly with Care Managers to review issues and to strategise best operating practices.
Assists with sales, marketing, and public relations efforts.
Participates in the continuing commitment for quality care, including attendance at mandatory agency staff meetings.
Education, Experience, Knowledge, Skills, Abilities and Availability
Knowledge of Community Children Services and significant work experience in the caregiving/medical field
A knowledge of relevant NHS/CCG and other services is necessary in order to provide the care support role.
Must have attained at least a HSC level 3, a relevant paediatric health care or nursing qualification (or equivalent)
Ability to, multi-task and stay calm in a fast-paced environment while ensuring attention to detail
Ability to use own initiative, but also know when matters need to be referred to a senior staff member. If a query has been presented to you and you are unable to resolve the matter, it must then be escalated to the head of department
Ability to work to dead lines
Excellent interpersonal skills
Excellent organisational abilities
Excellent communication skills via phone, in person, and in writing
Excellent customer service skills and the ability to ensure all client and employee needs are met in a timely manner
Self- motivated and determined individual seeking a challenging role
A flexible approach and a team player
Able to deal with and manage conflict in a professional calm manner
To adhere to set department budget constraints
To carry out any other duties appropriate to the post
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
Valid UK Driver’s License and insurance
Works primarily from the branch office and within for reporting and administrative updates
You will 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 up to date ward
Networking with outside organisations