Deputy Care Manager

1 month ago

Welling, Greater London, United Kingdom Home Instead Full time
Job Title: Deputy Care Manager

At Home Instead, we are seeking a highly skilled and dedicated Deputy Care Manager to join our team. As a Deputy Care Manager, you will play a vital role in ensuring the highest quality of support to our clients and CARE Professionals.

Key Responsibilities:
  • Deputise for the Registered Care Manager as and when required, ensuring seamless continuity of care services.
  • Provide motivational leadership and line management to the Client Services team, fostering a positive team ethos and promoting excellent care standards.
  • Actively participate in objective setting and review succession planning, ensuring the team's goals are aligned with the company's vision.
  • Undertake Key Players One-to-One Performance Reviews, providing constructive feedback and guidance to enhance individual performance.
  • Respond to new service enquiries in a professional, knowledgeable, and efficient manner, ensuring excellent customer service.
  • Undertake consultation to new clients, complete assessments, and complete all new client paperwork as required, ensuring a smooth onboarding process.
  • Create new care plans, ensuring they are completed, reviewed, and updated in accordance with Home Instead standards, and update the computer system accordingly.
  • Ensure clients and CARE Professionals are matched and CARE Professionals schedules are coordinated effectively, using recurring scheduling through Home Instead's computer system.
  • Undertake all existing clients' service review, update the care plans, and complete all paperwork as required, and update the computer system.
  • Enter and maintain accurate client and CARE Professionals records on the system and through hard copy files, ensuring confidentiality and data protection.
  • Carry out CARE Professionals introductions to clients and shadow (lead if required) initial calls until the CARE Professionals are settled onto the package.
  • Maintain regular touch points with Clients by carrying out courtesy calls, QA, Service Review as per Home Instead Franchise Standards, including maintaining and updating the computerised tracking system, ensuring that issues arising are dealt with/followed up on in a timely way.
  • Communicate regularly with clients, ensuring means of communication are tailored to individual client needs, and ensure that client's birthday cards and greeting cards are sent.
  • Carry out CARE Professionals Appraisals, One-to-One Supervision, Return to Work meetings, Support Visits (Spot Checks), competency assessment, and singing-off on Care Certificate.
  • Develop and maintain positive relationships with both clients and CARE Professionals, ensuring a high level of customer satisfaction.
  • Ensure effective monitoring of service visits using the system, and carry out Clients and CARE Professionals satisfaction surveys and Reviews, for eg PEAQ survey, homecare.co.uk surveys.
  • Complete clients and CARE Professionals termination process, and perform regular Audit of the Clients and CARE Professionals files and complete actions.
  • Identify training & development needs for CARE Professionals and Key Player & action, and support and develop team members through coaching, supervisions, and appraisals, and deal with HR matters in accordance with policies and procedures.
  • Deal with safeguarding concerns following policies and procedures at all times, and participate in the out of hours 'on call' rota.
  • Act as an ambassador for Home Instead Greenwich and Bexley, demonstrating the values and culture at all times, and being a positive role model to all staff.
  • Ensure the requirements of the CQC and the Franchise Standards (including all relevant policies and procedures) are met at all times.
Secondary Responsibilities:
  • Any other reasonable request by the management team.
  • Work outside of normal working hours when business needs require it.
  • Provide hands-on care for clients as and when necessary.
  • Support Care Coordinator with scheduling as and when needed.
  • Deliver Home Instead Learning & Development and other trainings.
  • Undertake networking activities and take part in networking events.
  • Participate in training, meetings as required.
  • Produce regular KPI reports for the Registered Care Manager/Director.
  • At all times maintain confidentiality for all Home Instead Information, including but not limited to client, CARE Professionals & office data.
Qualifications:
  • Level 3 in Health and Social care or above.
  • Good computer skills including knowledge around MS Word, Excel, and Power Point.
  • Planning & Prioritisation.
  • Safeguarding our people/clients.
  • Problem Solving.
  • Regulated Compliance.
  • Management of Performance.
  • Written & Verbal Communication.
  • Using Business Policy & Process.
Core Behaviours:
  • Seeks to Understand.
  • Putting Clients first.
  • Working Together.
  • Achieving More.
  • Having a Positive Impact & Influence.
  • Knowing & Managing Self.
  • Developing Self & Others.
Benefits:
  • Salary - £28,000 per annum.
  • On-call payment, as per our on-call rota.
  • Holiday pay and pension scheme.
  • Discounts on your favourite brands including Tesco, Costa, Cineworld, and many more
  • Free membership to 'Life and Progress Employee Assistance Programme' which gives you 24/7 access to one to one counselling, legal advice, and support, self-help, and well-being information.
  • City and Guilds accredited training, Care Certificate, Dementia, and End of Life trainings.
  • Leadership and Management training.
  • Staff social events.

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