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"It's not working, it's CARING with Home Instead"

Field Support Supervisor

Bath & West Wiltshire Full-time Closing date: 31/01/2020
Company Description

About us:                 

Home Instead Senior Care are renowned for the quality of care we provide our clients. It’s award winning, it’s consistently excellent. We’ve built this reputation because at Home Instead we love to care and that’s because we only recruit people that love to care. We believe in their quality and we allow them to provide the quality of care they strive to by the way we run our business.

We work hard to exceed our clients’ expectations and make them feel highly valued. We like to say, ‘To us, it’s personal’, and we stand for excellent quality of care and outstanding client service.

We are now looking for a Field Care Supervisor who can help ensure our ethos is being delivered to our clients. We are looking for someone who has good customer service experience and wants to work for a care company that puts the highest quality care first. What sets you apart is your natural compassion for people and wanting to make a difference to the quality of older people’s lives. 

Your manner is warm and approachable and you are keen to be a part of a care business that is working hard to change the face of ageing and eager to take on the responsibility that comes with it to drive us on to greater success.

You will be working as part of a professional and compassionate team and so your professionalism as well as your compassion are critical attributes we will be looking for.


Job Description

Purpose of this role:          

This role is critical to ensure we maintain our promise to our clients by providing the highest levels of companionship based care, whilst also making sure our CAREGivers are giving the highest levels of care.


Client : Each Field Care Supervisor has their own portfolio of clients and is responsible for building a relationship with each client, undertaking quarterly meetings in their own homes in the form of Quality Assurance checks and Service Reviews to ensure the client is happy with the service that Home Instead provides.  

CAREGiver: Our team needs as much support as our clients do and therefore they are assigned to a Field Care Supervisor from the start of their journey with Home Instead.  We need to check on how they are doing in the form of 1-2-1s and Support Visits. Part of your role will be to care for our CAREGivers, build trust and organise quarterly meetings/visits with each of them to ensure they are happy with the clients they are caring for, they are happy with their schedule and that they feel supported. Being a CAREGiver can be quite lonely and also emotional, so as much care and attention that we can give them goes a long way.  Listen to CAREGiver feedback about clients and act on it accordingly.  Liaise with CAREGivers and families about Client care.  Assess CAREGiver suitability with client and communicate to the appropriate team.

Other duties include;

  • Providing hands on expertise in the delivery of high-quality care into the community.
  • Ensure personalised care planning is in place and true to the Client’s needs and requirements.
  • Review and update risk assessments when clients return from hospital and when the client’s needs change.
  • Act on feedback from clients and communicate appropriately with the rest of the business.
  • Report safety issues and work diligently to reduce risks for Clients and CAREGivers.
  • Ensure paperwork is compliant and adhering to policy and procedures.
  • Understand CQC standards and work to provide client evidence to demonstrate compliance.
  • Use People Planner effectively to communicate information to the rest of the business and record data about clients and CAREGivers.
  • Effectively liaise with medical professionals for the benefit of the clients.
  • Positively promote the services of Home Instead to the wider community at every chance.
  • Take part in the out of hours on call on a rotational basis.


The successful candidate will report to the Care Manager:-

Identifying from our database who is due a visit and conducting scheduled Client Service reviews/Quality Assurance visits with clients in their home per week.

Identifying from our database who is due a meeting and conducting scheduled 1-2-1s with CAREGivers in either the office or in a local coffee shop or cafe per week.

Identifying from our database who is due a support visit and conducting scheduled support visits with CAREGivers in their clients home to ensure they are compliant and working to the standards set by the company.

Review each of the past week’s meetings by showing completed reports for each of the meetings as well as a detailed summary of the recommend actions coming out of each meeting.


Key attributes & requirements

Motivation: At Home Instead our drive to improve the quality of living for each of our clients sits at the heart of everything we do. The successful candidate will be equally driven by a passion to help improve people’s lives.  If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you.

Leadership skills:  Great People Skills are required and having a Professional and Positive manner. Hands on expert of care delivery including dementia and complex care. Working with CAREGivers requires both good listening skills as well as being a clear and concise communicator to provide CAREGivers with direction as well as to performance manage and give tough feedback as required.

Personable: Working with our clients requires great time keeping, excellent listening skills, patience, calmness, politeness, empathy and compassion and being highly presentable. 

Fast & efficient: Juggling diaries, phone calls, emails, meetings and writing reports requires an individual that is fast, efficient and thorough. This person needs to be strong at managing their own time effectively and always looking ahead to ensure their forthcoming weekly itinerary is full as well as successfully completing the reports from the past weeks meetings.

Thorough & accurate: In dealing with vulnerable adults in their own homes, the thoroughness and accuracy of the QA’s and Supervisions, and critically the reporting back of these findings into the office, is essential to ensure our Clients well-being is at the forefront of our service.

Mobile: The candidate will spend a lot of time in the field and must have their own car with business class insurance and be confident to work out of the office.

Technology:  It is expected that the individual is confident in using mobile technology and will also be required to log in and out of Client and CAREGiver meetings. Proficient in smart phone technology and Microsoft Office.


Additional Information

Working hours: Monday to Friday 9 am till 5.30 pm with an hour for lunch. From time to time it may be necessary to work outside of these hours to get summary reports completed on time.

Full training for this role given

 Holiday: 25 days and bank holidays

Benefits: Company Pension, Health Cash back scheme, Employee Assistance Programme, regular social events.

Salary: £22,500 - £25,500 per annum

(NB: included in this salary is £2,500 for out of hours phone support)

If you would like to forge your future with an exceptional care company that’s really going places then please apply now by pressing the 'I'm interested' button, or calling us on 01225 808273. Alternatively, you can apply by writing a covering letter explaining why you think you may be the right person for the job and attach your CV. 

If you do not provide a covering letter, you will not be considered for an interview. Please note that interviews may take place prior to the advert closing as and when suitable applications are received. If a suitable candidate is appointed the role will close early therefore please do not hesitate to submit your application. 

Finally, you must hold a full driver’s licence, have full use of a car and have easy access to our offices at SN13 0HN. This is a full-time, permanent post. All appointments are subject to a satisfactory DBS check and references.


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