Operations Manager

Offering private bespoke care to indviduals in their own home - looking to enhance client's lives sooner and stay on the journey with them longer through the use of innovation and technology.

Working to ensure the business is complainant to CQC, and that the 5 KHLOES are evidenced to show continuous improvement, enhancing on the outstanding areas and working to improve the good areas to outstanding. Review the quality of the care we deliver to our clients is bespoke and the best we can by monitoring the clients and CAREGivers whom deliver this.

Client Care Quality:

- Write new client care plans to ensure they are person centred and bespoke – OUTSTANDING

- Review of care plans sign off of risk assessments

- 24 hour courtesy call

- 4 week QA

- 6 monthly QAs with clients and clients families reviews)

- Ensure an appropriate match of CAREGiver and Client

- Involvement in any multidisciplinary meeting

- Work on the client enhancement / 'if only…' campaign to ensure we add the extras to each client profile – achieving objectives

Client Compliance:

- Review and monitor MOBIZIO of client com logs and medication, audit, report and follow trends. Action and follow up as needed, document and ensure learnings are made, additional training given etc

- Documenting incidents / accidents and near misses and investigating

- Reporting on any trends, implementing learnings and change to avoid in the future

- Spot checks of spot checks

- Sign off of new client folders

Training of CAREGivers:

- Ensure all CGs have the appropriate induction (MLC)

- Certificates given (photograph as evidence)

- The on-going competencies are managed

- Manage field based observations to sign off the care certificate with the Care Coordinator

- Annual refresher training of CPR / M&H

- Sign off of any in home competencies i.e.. use of a hoist

- Training materials are up to date both form the Franchise Centre and CQC compliance

CAREGiver File compliance:

- Ensure all documentation is signed off and correct in creating CG files

- That car documents are updated as expire

- That DBS is clear and updated every 3 years

- That each CG has 2 professional and 2 personal references

- Bi annual audit of files

- All hard copy files are replicated on SharePoint

- 24 hour feedback call to CGs after starting and starting new clients

- Sign off of CAREGiver HR and personal document file and hand over ready to work and schedule

- Holding any initial disciplinary meetings

- Documenting incidents / accidents and near misses and investigating

OUTSTANDING Care and CQC:

- Work to evidence SAFE and EFFECTIVE to demonstrate us as OUTSTANDING

- Ensure all 5 KHLOES are evidenced and updated monthly to ensure we can demonstrate all 5 areas evidence of outstanding care to CQC

- Update on KHLOE folders twice annually with new evidence

- Review quality monthly audit pre SLT meeting each month

- Evidence and provide learnings from any of the above to predict future trends and prevention

- Ensure you are up to date with polices and procedures of HISC and CQC and these are followed and communicated to the wider team as needed. Keep up to date with all relevant legislation.

- Work within the guidance on data protection from CQC.

- Notifications and safeguarding

- Monthly audit report to review with SLT

Feedback and Surveys:

- Send client survey and feedback and collate / action

- CG feedback compliments folder

- Client feedback and compliments folder

- Ensure clients are giving reviews

Personal Development:

Work to gain confidence in domiciliary care, and how we do things. Deliver consistently, review at annual review working towards dual registration with new RM – removing Jade, allowing for an increased salary review.

Must have care experience

If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you.

We encourage applications from all sections of the community as we want to reflect the neighbourhoods in which we work. Home Instead Senior Care is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment. This role is subject to DBS enhanced disclosure.