The Care Coordinator is responsible for the effective day-to-day coordination and scheduling of care services. The post holder will ensure that service users receive safe, reliable, person-centred care from appropriately trained and competent care workers.
The Care Coordinator will work closely with service users, their families and representatives, care workers, health and social care professionals, commissioners and the management team to ensure that care packages are delivered in accordance with care plans, risk assessments, contractual requirements and relevant legislation.
The post holder will contribute to maintaining high standards of care, safeguarding, staff performance, communication, record keeping and compliance with company policies and CQC requirements.
2. KEY RESPONSIBILITIESA. Care Coordination and Scheduling
- Coordinate daily care visits and ensure that care packages are appropriately staffed.
- Allocate care workers to visits based on their availability, skills, training, experience and suitability for the service user's needs.
- Prepare and maintain staff rotas and respond promptly to changes in staffing requirements.
- Arrange cover for sickness, annual leave, emergencies and unexpected staff shortages.
- Monitor staff attendance, punctuality, missed calls, late calls and early departures.
- Ensure that continuity of care is maintained wherever reasonably possible.
- Monitor travel time and ensure rotas are realistic and achievable.
- Communicate changes to rotas promptly to service users, families and care workers.
- Escalate any significant staffing or operational concerns to the Registered Manager.
B. Service User Support
- Maintain regular communication with service users and their families or representatives.
- Respond professionally to queries, concerns and requests relating to care delivery.
- Ensure that changes in service user's needs are reported and appropriately escalated.
- Arrange welfare checks or follow-up calls where concerns have been identified.
- Ensure that service users are treated with dignity, respect and compassion.
- Promote choice, independence, privacy and involvement in care decisions.
- Record all relevant communications and actions accurately.
C. Care Plans and Risk Management
- Ensure care workers have access to current care plans, risk assessments and relevant care information.
- Ensure staff are aware of any changes to service user's needs or care instructions.
- Monitor whether care is being delivered in accordance with the agreed care plan.
- Escalate changes in health, mobility, behaviour, medication or other needs to the appropriate manager or professional.
- Support the review and updating of care plans and risk assessments when required.
- Ensure important information is communicated to staff through appropriate channels.
D. Staff Management and Support
- Maintain effective communication with care workers.
- Provide day-to-day operational support to care staff.
- Monitor staff attendance, punctuality, conduct and compliance with company procedures.
- Identify training, competency or support needs and report these to management.
- Support the organisation of staff supervision, competency assessments and training.
- Address minor operational issues promptly and escalate serious concerns appropriately.
- Ensure care workers understand their responsibilities regarding safeguarding, confidentiality, infection prevention and control, health and safety and professional conduct.
- Support the management team with investigations where required.
E. Safeguarding
- Recognise and respond appropriately to safeguarding concerns.
- Ensure safeguarding concerns are immediately escalated in accordance with company procedures.
- Record safeguarding concerns accurately and objectively.
- Maintain confidentiality while ensuring information is shared appropriately with relevant professionals.
- Support safeguarding investigations and provide relevant documentation when requested.
- Never ignore allegations, concerns or signs of abuse, neglect or exploitation.
F. Medication and Clinical Support
- Monitor reported medication-related issues and escalate concerns appropriately.
- Ensure care workers report medication errors, omissions, refusals and other concerns immediately.
- Ensure medication-related documentation is completed appropriately.
- Escalate medication concerns to the Registered Manager or appropriate healthcare professional.
- Ensure only appropriately trained and assessed staff undertake medication-related tasks within their competency.
G. Communication and Documentation
- Maintain accurate and up-to-date records relating to service users and staff.
- Document telephone calls, emails, incidents, complaints, changes in circumstances and actions taken.
- Ensure information is communicated accurately between the office, care workers, service users and relevant professionals.
- Maintain confidentiality in accordance with company policy and data protection requirements.
- Ensure records are factual, professional, contemporaneous and appropriately stored.
H. Quality Assurance and Compliance
- Support the management team in maintaining high standards of care.
- Monitor care delivery through electronic care management systems and other monitoring processes.
- Identify missed or incomplete care records and follow up appropriately.
- Support audits of care records, medication records, visit logs and other documentation.
- Assist with spot checks, staff observations and competency assessments.
- Report recurring concerns and trends to the Registered Manager.
- Support preparation for CQC inspections and internal audits.
- Work in accordance with company policies, procedures and relevant legislation.
I. Complaints and Incidents
- Receive and respond appropriately to complaints and concerns.
- Record complaints accurately and escalate them in accordance with company procedures.
- Assist management with investigations into incidents, accidents, complaints and safeguarding concerns.
- Ensure appropriate actions and follow-up are documented.
- Maintain a professional and non-defensive approach when dealing with concerns.
J. Emergency and Out-of-Hours Support
Where applicable, the Care Coordinator may participate in an on-call or emergency support rota.
Responsibilities may include:
- Responding to urgent staffing issues.
- Arranging emergency cover.
- Responding to service user or family concerns.
- Escalating incidents to management or emergency services where appropriate.
- Ensuring urgent information is communicated to relevant parties.
- Completing accurate records of all out-of-hours actions.
3. PROFESSIONAL RESPONSIBILITIES
The Care Coordinator must:
- Maintain professional boundaries at all times.
- Respect confidentiality and data protection requirements.
- Maintain a person-centred approach to care.
- Promote equality, diversity and inclusion.
- Maintain accurate and professional records.
- Follow safeguarding procedures.
- Follow infection prevention and control procedures.
- Follow health and safety procedures.
- Report concerns promptly.
- Work within their knowledge, skills and competence.
- Maintain a professional relationship with service users, families, colleagues and external professionals.
4. PERSON SPECIFICATIONEssential
- Previous experience within health and social care, domiciliary care or a related environment.
- Good understanding of person-centred care.
- Good understanding of safeguarding.
- Excellent communication skills.
- Strong organisational and time-management skills.
- Ability to work under pressure and manage competing priorities.
- Ability to use computer systems and electronic care management systems.
- Ability to maintain accurate records.
- Ability to deal professionally with service users, families and staff.
- Ability to work independently and as part of a team.
- Understanding of confidentiality and data protection.
- Commitment to equality, dignity and respect.
Desirable
- Previous experience as a Care Coordinator, Senior Care Worker, Team Leader or similar role.
- Level 3 qualification in Health and Social Care.
- Experience of working within domiciliary/homecare services.
- Experience using electronic care planning and rostering systems.
- Knowledge of CQC expectations and regulatory requirements.
- Experience with staff rotas and workforce planning.
- Experience supporting audits, spot checks and quality monitoring.
- Experience dealing with complaints, incidents and safeguarding matters.
5. KEY SKILLS AND ATTRIBUTES
The successful candidate should demonstrate:
- Organisation: Ability to coordinate multiple care packages and staffing requirements.
- Communication: Clear and professional communication with staff, service users and professionals.
- Problem solving: Ability to respond quickly and appropriately to unexpected situations.
- Leadership: Ability to provide effective day-to-day direction and support to care staff.
- Attention to detail: Ability to identify errors, omissions and potential risks.
- Compassion: Demonstrates empathy and respect towards service users.
- Reliability: Consistently follows through on agreed actions.
- Professionalism: Maintains appropriate boundaries and standards.
- Confidentiality: Handles sensitive information appropriately.
- Teamwork: Works effectively with office staff, care workers and external professionals.
Pay: £14.50-£15.00 per hour
Benefits:
- Company pension
- Employee discount
- Referral programme
Flexible language requirement:
Experience:
- providing care: 2 years (preferred)
- supervisory: 2 years (preferred)
Licence/Certification:
- Driving Licence (preferred)
- NVQ Level 2 Health & Social Care or equivalent (preferred)
Work Location: In person
