Service Manager / Care Coordinator

Avant Healthcare Services Limited; Hounslow; On-site; GBP 30,000 - 50,000; Full time

Job summary

Avant Healthcare Services Limited is seeking a competent manager to lead a team of care and support workers across its geographical area. The role focuses on maintaining high standards of personal care, coordinating regular visits, and ensuring continuity of service for customers living in their own homes.

The position includes on-call duties, staff supervision, case reviews and the ongoing development of care plans and rosters in line with company policy.

Qualifications

• Experience in health and social care leadership and staff supervision.
• Ability to manage a geographical area and ensure policy adherence.
• Experience with care planning, risk and needs assessments.

Responsibilities

• Lead a team of care and support workers to deliver independent living and high-quality personal care.
• Allocate regular staff to customer visits in line with policy and ensure continuity of care.
• Oversee on-call responsibilities as part of the role and support management tasks.
• Conduct case reviews, supervise new staff, and perform annual appraisals.
• Maintain up-to-date care plans, rosters, and travel time between calls.
• Ensure safe, respectful service and effective communication with customers.

Skills

Leadership

Team management

On-call

Customer care

Education

Level 3+ diploma in Leadership & Management/Health & Social Care

Job description

Contract Details: We will offer full time contracts and maybe part time in some cases

• To manage a team of care and support workers to provide independent living and enable customers live in their own home by providing a high standard of personal care and practical assistance
• To allocate regular care and support workers to customers visits in line with company policy
• To ensure continuity of care to each customer
• To support the management of the organisation by providing assistance with case reviews, supervision of new staff and general management tasks, e.g. on-call
• The on-call responsibility will be considered to be part of the overall role
• To oversee a geographical area and to be responsible for the customers within this zone
• To ensure all the customers in the zone are receiving a high standard of care and support

KEY ROLES, TASKS & RESPONSIBILITIES CARE

• Ensure that all company policies and procedures are adhered to
• To manage your own geographical area which includes line managing the care and support workers when there is under performance or failure to adhere to company policy and procedure
• Undertake case reviews as directed by the Registered Manager.This may include care plan reviews, customer surveys and environmental assessments;
• When required carry out initial risk and needs assessments (person centred plans) with all new customers and reviewing these at least annually
• Dealing with complaints, concerns and suggestions and following these through appropriately
• Train all new care and support workers in line with company policy
• Undertake supervisory visits with new staff members.This may include unannounced visits whilst care and support workers are working and supported visits with new staff to familiarise them with care practices for each customer;
• Carrying out at least 3 monthly reviews/end of probationary and annual appraisals for all care and support workers in your team
• Ensure care and support workers are carrying out their roles to the highest standard and managing their performance where there are concerns
• Work on-call. This will involve holding the on-call phone, managing the off-duty rota and responding to emergency issues. This role will be supported by the management team
• Support the management team in developing the service. This may include attending staff meetings, attending external meetings and engaging in some marketing activity
• Manage the call times for all care and support workers and customers using the computerised rostering system and ensure all call times are entered at the correct time
• Ensuring adequate travel time is implemented in between every call
• Ensuring no calls are “crammed” unless there is an emergency situation
• Ensure all customers are communicated with properly and are informed of all changes to their package
• Ensure call monitoring is used effectively. Ensure that every care and support worker logs in and out at least 95% of the time
• Assess social and health care needs of new customers, and maintain on-going assessment and review of all other customers
• Undertake direct domiciliary care if required. Assist customers in all aspects of their care needs, and provide supervision and attention where necessary

ASSIGNING CARE AND SUPPORT WORKERS TO CUSTOMER VISITS

• Manage the call times for all care and support workers and customers using the computerised rostering system
• Expected to be available out of their contractual hours on a mobile for issues that occur in their branch
• May be required for advice, guidance and support in reference to their customers and care and support workers
• All must be signed off as care and support workers will be expected to care and support their customers if required
• Manage the computer rostering system and ensure it is continually up to date
• When booking a care and support workers for a call, ensure they are properly trained to carry out the role and that they have the correct travel time
• Ensure the roster has minimal travel time in between calls. Aim to devise rosters which can be walked around to promote a healthy and environmentally friendly roster
• Maintain up to date care plans for each customer within the computer system
• Informing all customers of any changes that occur to their package of care and support in a timely way and ensure this is logged
• Ensure a Field based Manager accompanies any care and support workers to a new customer
• Carry out telephone checks, in line with quality assurance, 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/issues procedure
• Ensuring the telephone is answered within three rings and dealing with all telephone enquiries in an enthusiastic way. It is essential to be positive with everyone
• Ensure that when calls are covered for holiday, sickness or an emergency that this is done in line with our policy.Every customer visit needs to be treated with respect and it is vital to ensure that service user is aware of any changes
• Respect the environment and the company's resources in the way you work
• Adhere to all company's policies and procedures

COMMUNICATION

• Ensure a high level of communication is maintained between all employees and customers.
• Hold meetings in line with the company policy or more often if required.
• Liaise with senior staff members and care and support workers to ensure that the highest standard of service is provided, using appropriate media for example, email, text, newsletters etc.
• Ensure all staff members are aware of the company's policies and procedures

HEALTH & SAFETY

• Report immediately to the Registered Manager any illness of an infectious nature or accident incurred by a customer, colleague, self or another. Be responsible for infection control in conjunction with the company
• Report to the Registered Manager any faulty appliances, damaged furniture, equipment or any potential hazard
• Promote safe working practice at all times

IT MANAGEMENT

• Ensure your training is kept up to date*
• Ensure security is maintained e.g. no sharing of passwords*

GENERAL

• Adhere to the General Social Care Council Code of Conduct
• Be 'on-call', as agreed with the Registered Manager, for emergencies which may arise within the agency, and to cover shifts if all other avenues have been exhausted
• Ensure that all information of confidential nature gained in the course of duty is not divulged to third parties
• Notify the Registered Manager as soon as possible of your inability to work, and also on your return to work from all periods of absence
• Pay maximum attention to security at all times.
• Adhere to all company policies and procedures within the defined timescales
• Ensure all equipment is clean and well maintained
• Carry out any other tasks that may be reasonably assigned to you
• Manage the office in line with the environmental policy – e.g. minimise printing by ensuring documents are on line
• To ensure that filling has been done
• To manage processes/projects to improve the functions of the area that you manage
• To be a 'Buddy' to new colleagues – this will improve performance and develop teamwork in a smaller scale. You will be helping each other out for both of you to improve
• To continually review the processes and procedures that you follow in order that best practice is continually updated and improved
• To be a 'completer - finisher' of projects
• To follow a process from start to finisher
• To take minutes at meetings and have these sent over within 24 hours after the meeting and circulate these around the organisation where applicable
• If you are attending a contract review meeting or a social services review meeting. Provider forums etc. Often , they may provide minutes at a later stage so in this case, then you can provide a brief summary of what was discussed/actions to be taken within 24 hours after the meeting and circulate these around the organisation where applicable
• To be responsible for keeping your own work space clean and tidy – including desk drawers etc. The organisation will provide the cleaning products and its your responsibility to ask if you run out
• To follow the organisations cleaning policy

PERSON SPECIFICATION

Qualifications

Level 3 or above diploma or equivalent within the first year of employment in Leadership and management/ Health and Social Care

Experience

• Desire to work with all customer groups
• Ability to establish and maintain effective working relationships with all employees and external organisations
• Ability to organise staff meetings/ evening events/ appreciation events
• carer meeting for the branch
• Performance manage underperforming staff and follow the legal process with the HR department
• To have a working knowledge of Health and Safety legislation

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Contract Details
We will offer full time contracts and maybe part time in some cases