Care Manager

Reports to: Senior Care Manager

The Company

We are a unique care company providing specialist services to clients across the United Kingdom.  

Purpose of the Role

• To manage the care requirements of existing clients
• To ensure new packages are started up in a timely manner
• To promote the business and its reputation when liaising with funders
• To line manage other nominated Independent Living Manager(s)
• To develop new services as directed by the Complete Board in new geographic areas or new client groups

Dimensions of the Role

• The role will be field based and will require interaction with clients, PAs, Head of Standard Care and internal departments.
• The Care Manager will be responsible for between 8 and 15 clients.
• The Care Manager will be responsible for specific new developments.
• The Care Manager will provide advice, support and cover for their buddy Care Manager.
• The Care Manager will be responsible for a client group.

Key Responsibilities

Client Management:

• To ensure that the rights of the “service user” are upheld and promoted at all times, assuring principles of choice, respect dignity and privacy.
• To ensure that the client is aware of their Head Office contacts in respect of Rotas, Invoicing, Personnel and Recruitment, and aware of their local office in respect of Care Quality Commission (National Standards).
• To visit clients a minimum of once each month, and deal with any issues raised.
• To undertake client reviews on a monthly basis and submit review documentation to the Quality department.
• To strive to ensure client satisfaction, and deal with client complaints in accordance with company procedures, liaising with the Quality department as required.
• To develop new services as directed by the Complete Board.

Staff Management:

• To ensure that company polices and procedures are understood and followed by PAs.
• To provide support and guidance to PAs in the completion of their duties and to coach and develop them in delivering a high quality service
• To undertake PA reviews quarterly, including identification of training needs and submit review documentation to Personnel.
• To carry out NVQ training and assessments for PAs.
• To provide a rolling rota for PA availability according to company guidelines.
• To ensure PAs notify the Rota department if they are unable to perform their shifts.
• To provide all relevant information regarding PAs and clients to enable the rota database to be kept up to date for client/PA matching.
• To ensure PAs feel part of the organisation to minimise staff turnover and ensure best utilisation of social fund.
• To provide Recruitment with a specification for replacement PAs and work with the Recruitment team to recruit replacement PAs as quickly as possible
• To contact all new PAs within 48 hours of referral by Recruitment and to introduce all new PAs clients within 7 days, liaising with the Business Development Manager to ensure smooth start up of new packages.
• To maintain contact with new PAs, keeping them informed of progress until new packages go live.
• To provide advice, support and cover for your ‘buddy’ Care Manager during their times of absence (e.g. sickness and holidays), ensuring that holidays are planned so that you are not both absent over the same period.
• To undertake return to work interviews and take part in disciplinary procedures as required.

Compliance & Reporting:

• To ensure that the company meets all the requirements of the National Care Standards in respect of the delivery of its service provision.
• To complete Needs Assessments, Risk Assessments and a Care Plan prior to commencement of a new Care package and maintain these for existing clients.
• To understand the details of the contractual agreement with the client and ensure finance are informed of any changes in the care package.
• To attend ‘Office Days’ in Telford, meeting with internal departments to facilitate the efficient operation of the business, as required.

KPIs

• Staff turnover less than 2% per month.
• Rolling rotas completed and submitted to the rota dept according to rota guidelines.
• PA assessments completed quarterly & paperwork submitted to Personnel within 4 weeks of the assessment.
• Client reviews completed monthly & paperwork submitted to Personnel within 4 weeks of the review.
• Finance made aware of changes impacting on clients’ contracts within 2 days of the change occurring.
• New PAs contacted within 48 hours of referral from Recruitment.
• New PAs introduced to clients within 7 days of referral from Recruitment.
• Client Satisfaction Survey rating (to be defined).

Key Skills & Experience

• Excellent interpersonal and communication skills
• Problem solving & crisis management
• Time management
• Hands on experience of provision of care services

Current driving licence and capable of independent client travel

• Line management
• Presentation skills

For details on our current vacancies, please click here

For more information about Care Manager, please call 01952 293449 or contact us.