Deputy Care Manager

2 weeks ago

Welling, Greater London, United Kingdom Home Instead Full time

Job Overview:

The Deputy Care Manager position at Home Instead is a vital role that requires a professional with exceptional leadership and communication skills to support our clients and CARE Professionals. As a key member of our team, you will be responsible for ensuring the highest quality of care and support to our clients, while also contributing to the growth and development of our team.

Key Responsibilities:

  • Deputise for the Registered Care Manager as and when required, providing leadership and support to the Client Services team.
  • Provide motivational leadership and line management to the Client Services team, building and maintaining a positive team ethos.
  • Actively participate and contribute in objective setting and review succession planning, ensuring the team is equipped to deliver exceptional care and support.
  • Undertake Key Players One-to-One Performance Reviews, providing guidance and support to team members to achieve their goals.
  • Respond to new service enquiries in a professional, knowledgeable, and efficient manner, ensuring that all clients receive the highest level of care and support.
  • Undertake consultations with 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.
  • Ensure clients and CARE Professionals are matched and schedules are coordinated effectively, using recurring scheduling, through Home Instead's computer system.
  • Undertake all existing clients' service reviews, update care plans, and complete all paperwork as required, ensuring that all clients receive the highest level of care and support.
  • Enter and maintain accurate client and CARE Professionals records on the system and through hard copy files, ensuring that all information is up-to-date and secure.
  • 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.
  • Ensure that client's birthday cards and greeting cards are sent, demonstrating our commitment to providing a personal touch.
  • 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, ensuring that all CARE Professionals are equipped to deliver exceptional care and support.
  • Develop and maintain positive relationships with both clients and CARE Professionals, ensuring that all interactions are professional and respectful.
  • Ensure effective monitoring of service visits using the system, ensuring that all clients receive the highest level of care and support.
  • Carry out Clients and CARE Professionals satisfaction surveys and Reviews, for eg PEAQ survey, homecare.co.uk surveys, to ensure that we are meeting our clients' needs and expectations.
  • Complete clients and CARE Professionals termination process, ensuring that all necessary paperwork is completed and that all clients receive the highest level of care and support during the transition process.
  • Perform regular Audit of the Clients and CARE Professionals files and complete actions, ensuring that all information is up-to-date and secure.
  • Identify training & development needs for CARE Professionals and Key Player & action, ensuring that all CARE Professionals are equipped to deliver exceptional care and support.
  • 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, ensuring that all clients receive the highest level of care and support.
  • Participate in the out of hours "on call" rota, ensuring that we are able to provide 24/7 support to our clients.
  • 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, ensuring that we are compliant with all regulatory requirements.

Secondary Responsibilities:

  • Any other reasonable request by the management team.
  • Work outside of normal working hours when business needs require it, ensuring that we are able to provide 24/7 support to our clients.
  • Provide hands-on care for clients as and when necessary, ensuring that all clients receive the highest level of care and support.
  • Support Care Coordinator with scheduling as and when needed, ensuring that all clients receive the highest level of care and support.
  • Deliver Home Instead Learning & Development and other trainings, ensuring that all CARE Professionals are equipped to deliver exceptional care and support.
  • Undertake networking activities and take part in networking events, ensuring that we are able to build and maintain strong relationships with our clients and partners.
  • Participate in training, meetings as required, ensuring that we are able to provide the highest level of care and support to our clients.
  • Produce regular KPI reports for the Registered Care Manager/Director, ensuring that we are able to track and measure our performance.
  • At all times maintain confidentiality for all Home Instead Information, including but not limited to client, CARE Professionals & office data, ensuring that all information is secure and confidential.

Qualifications:

Required Core Skills:

  • 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.

Required Core Behaviours:

  • Seeks to Understand.
  • Putting Clients first.
  • Working Together.
  • Achieving More.
  • Having a Positive Impact & Influence.
  • Knowing & Managing Self.
  • Developing Self & Others.

Additional Information:

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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