Job Introduction
JOB DESCRIPTION
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Ensure all staff contributeto the best of their ability to the efficient running of the agency, and to the creation of an atmosphere conducive to the best interests ofcustomers
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Managethe calltimes for all Care and Support Workers and customers using thecomputerisedrostering system. Ensuring all call timesare entered at the correcttime
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Ensuring adequate travel time is implemented in between everycall
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Ensuring no calls are “crammed” unlessthere isanemergency
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Ensure all customers are communicated with properly and are informed of all changes to theirpackage
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Ensure call monitoring is used effectively. Ensure that every Care and Support Workerlogsin and out at least 95% of thetime
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Assess social and health care needs of new customers, andmaintainon-going assessment and review of all othercustomers
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Ensure that thereisalwaysa sufficient number ofstaff employed to service the number ofcustomers
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Undertake direct domiciliary care ifrequired.Assistcustomers in all aspects of their care needs, and provide supervision and attention wherenecessary
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Undertake initial risk assessments within customers’ homes inline with the company’s Health andSafety policies andprocedures
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Ensuring the wellbeing of all your team and your service users
Assigning Care and Support Workers to customer visits
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Manage the call times for all Care and Support Workers and customers using thecomputerisedrosteringsystem
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Expected to be available out of contractual hours on a mobile for issues that occur in thebranch(within reason)
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May berequiredfor advice,guidanceand support in reference to their clients andCare and Support Workers
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All must be signed off asCare and Support Workers and will be expected to care and support their customers ifrequired
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Manage the computer rostering system and ensure it is continually up todate
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When booking a Care and Support Workers for a call, ensure they areproperly trainedto carry out the role and that they have the correct traveltime
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Ensure the roster has minimal traveltime inbetween calls. Aim to devise rosters which can be walked around to promote “a healthy, environmentallyfriendly “roster
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Maintain up to date care plans for each customer within the computersystem
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Informing all customersof any changes that occur to their package of care and support ina timelyway and ensure this islogged
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Ensure a Field Based Manageraccompaniesany care staff toa new customer on theirrota’s
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Carry out telephone checks at least monthly to every customer to ensure their service is at a high standard.Where there are issues, resolving these quickly and effectively in line with the complaint/issuesprocedure
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Ensuring the telephone is answered within three rings and dealing with all telephone enquiries in an enthusiastic way. It is essential to bepositive witheveryone
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Ensure that when calls are covered for holiday,sicknessor an emergency that this is done in line with ourpolicy
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Every customer visit needs to be treated withrespectand it is vital to ensure that customer is aware of anychanges
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Respect the environment and the company’s resources in the way youwork
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Adhere to all company’s policies andprocedures
Communication
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Ensurea high levelof communication ismaintainedbetween all staff andcustomers
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Hold meetings in line with the company policy or more often ifrequired
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Liaise with senior staff and care staff to ensure that the highest standard of service is provided, usingappropriate mediafor example, email, text, newsletters etc.
Budgetary / Financial Control
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Ensure the budget is adheredto
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Ensure sales targets aremet
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To ensure overheads are managed as per thebudget
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Adhere to, and implement, all HR policies &procedures
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Interviewnew staffin line with the company’s recruitmentpolicy
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Ensure all staffare aware of the company’s policies andprocedures
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Implement the company’s discipline policies and procedures, and grievance policies andprocedures
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Undertake supervision / appraisal of staff in line with company policy, and with on-going informal assessment of the work of staff, to ensure consistentlyhighstandards
Marketing
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Actively market the business and promote a positive personal / professional profile within
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the local community,ensuring its good reputation at alltimes
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In conjunction with the other managers,endeavourto fill any customer vacancy and expand the customer base by liaising withappropriate agenciesand assessing/selecting suitablecustomers
Training and Development
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Supervise and trainnew staffin all aspects of their work, giving help and guidance whereappropriate
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Assistthe management team to develop trainingprogrammesfor staff, includingmandatory training andDiploma
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Attend mandatory training days/courses, on oroff site, as and whenrequired
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Maintain and improve professional knowledge and competence including your own personal developmentplan
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You will be expected to be registered as the Registered Manager for the branch you are managing ideally within3 months of youremployment
