Purpose of the Role
At Home Instead, we believe in delivering exceptional care that enriches the lives of our clients and supports them to live safely, independently and happily in their own homes. As a Client Caseload Manager, you will play a key role in managing an allocated portfolio of clients, ensuring their needs are understood, their care remains appropriate, and they receive a consistently high-quality service.
You will take ownership of the client journey from an ongoing care perspective, building strong relationships with clients and their families, monitoring their changing needs, and working closely with Care Professionals and the wider office team to ensure continuity and quality of care.
Key Responsibilities:
Client Caseload Management
Take ownership of an allocated portfolio of clients, maintaining regular contact and ensuring their care and support remain appropriate throughout their journey with Home Instead.
Client Experience
Build strong and trusted relationships with clients and their families, acting as a key point of contact and ensuring concerns, feedback and changing needs are identified and addressed promptly.
Care Reviews & Planning
Carry out regular client reviews, ensuring care plans, risk assessments and other relevant documentation are accurate, up to date and reflective of each client’s current needs.
Quality of Care
Monitor the quality and consistency of care being delivered across your caseload, working closely with Care Professionals to ensure clients receive the highest possible standard of service.
Care Professional Coordination
Work collaboratively with Care Professionals to maintain continuity of care, communicate changes in client needs and resolve any issues affecting the delivery of care.
Client Enquiries & Problem Solving
Act as a key point of contact for client and family enquiries, taking ownership of issues and working proactively to find appropriate solutions before escalating where necessary.
New Client Support
Support the introduction and onboarding of new clients when required, including client and Care Professional introductions. While supporting new business activity, the primary focus of the role will remain the effective management and development of the existing client caseload.
Funding & Pricing
Develop an understanding of local authority and Continuing Healthcare (CHC) funding criteria to support our clients with funding queries and care package pricing where required.
Compliance & Documentation
Ensure client records, care plans, reviews and relevant documentation are maintained accurately and in line with Home Instead policies, regulatory requirements and best practice.
Use of Systems & Data
Maintain accurate information within care management systems and use client and caseload data to monitor service delivery, identify trends and support continuous improvement.
Team Support & Leadership
Provide support and guidance to colleagues, assisting with questions, decision-making and problem solving in the absence of management.
Quality & Compliance
Support the business in maintaining high standards of compliance and quality, including preparation for audits, inspections and internal reviews.
Communication & Collaboration
Work closely with clients, families, Care Professionals and office colleagues to ensure clear communication and a consistent approach to client care.
On-Call & Operational Support
Participate in paid on-call scheduled duties as required and provide additional operational support to the wider team when needed.
What We’re Looking ForClient & Caseload Management Experience
Previous experience managing a portfolio, caseload or group of clients or service users, ideally within health, social care or another service-based environment.
Care & Regulatory Knowledge
Strong understanding of health and social care legislation, regulations and best practice, with a commitment to maintaining high standards of care.
Communication Skills
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, families, Care Professionals and colleagues.
Organisation & Accountability
Highly organised with the ability to manage a varied caseload, prioritise competing demands and take ownership of issues through to resolution.
Leadership & People Skills
Experience managing people and handling challenging conversations, with the confidence to provide guidance, make decisions and act as a positive role model.
Technology Confidence
Comfortable using care management systems, Microsoft Office or Google Suite, and digital communication tools, with the ability to learn new systems quickly.
Problem-Solving Approach
Able to remain calm under pressure, respond proactively to changing client needs and find practical solutions to problems.
Qualifications
Working towards a Level 5 NVQ in Health and Social Care or Leadership and Management is desirable.
Full UK Driving Licence
Required for client visits and other travel within the territory where necessary.
Why Join Home Instead?
- The opportunity to make a genuine difference to clients and their families every day
- The opportunity to take ownership of your own client caseload
- A supportive, team-focused working environment
- Ongoing training and professional development opportunities
- Competitive salary and benefits including bonus incentives
- The opportunity to develop your leadership and care management experience
- Be part of a respected, values-driven care provider known for quality and compassion
Home Instead is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment. This role is subject to an appropriate Criminal Records check.
If you are passionate about delivering outstanding care, building meaningful client relationships and taking ownership of a caseload, we’d love to hear from you.
Job Type: Full-time
Benefits:
- Company events
- Free parking
- On-site parking
Work Location: In person
Job Type: Full-time
Pay: £30,000.00 per year
Benefits:
- Free parking
- Health & wellbeing programme
- On-site parking
Ability to commute/relocate:
- Stockton-on-Tees TS18 3HP: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- UK Driving Licence and access to a vehicle (required)
Work Location: In person
