Care Manager

The Role

Job Purpose

To effectively coordinate all day-to-day operations, reporting to the Owners.

To lead a team of Key Players to proactively manage the needs of the clients and Care Professionals.

To be accountable for the management of the day to day running of Home Instead operations, ensuring compliance with all governing body requirements and legislation relevant to the service.

The Role

People

• Recruit, train, manage and motivate a high performing team of key players focused on the needs of clients and Care Professionals.
• Provide exceptional leadership and direction to staff, in order that they deliver a high- quality care service that both supports clients and ensures Care Professionals are well managed.
• Ensure that current employment, equal opportunities, and health and safety legislation, together with good practice are consistently applied.

Business Operations

• Deliver the Owners strategy for the future growth of the business with a clear focus upon driving new business through development of packages, marketing, and varied health needs, managing the process of client care consultation initial contact to conversion in line with company policy.
• Actively support a growth mentality throughout the business, identifying opportunities and areas which require improved efficiency and effectiveness.
• Take full responsibility for the day-to-day operations.
• Agree objectives for meeting business performance targets and continually review.
• Deliver on targets within agreed budgets.
• Organise and co-ordinate operations in a way to ensure maximum productivity.
• Gather, analyse and interpret key reports to ensure that business is achieving maximum productivity.

Quality

• Monitor the measurement of the client and Care Professional experience through the Heads of and strive to continually improve.
• Ensure that the business has the adequate and suitable resources to carry out operational activities.
• Ensure the Senior leadership team meet and exceed all Home Instead standards maintaining our ‘Outstanding’ service delivery for our clients.
• Achieve and maintain the highest levels of compliance with regards to external regulations and legislation, internal quality standards & policies, overseeing the compliance process and ensure we maintain our Outstanding CQC rating.
• Ensure successful operation of quality control systems and performing quality assurance visits for clients and Care Professionals, ensuring the audits are undertaken and recorded electronically, this includes all quality assessments such as electronic Care Assessments, Risk Assessments and Care Plans as part of Access Care Plan (ACP).
• Accountable for managing all incidents and complaints using the formal reporting process and system, and to resolve all complaints in accordance with Home Instead Complaints & Compliments Policy.
• To evaluate services through regular review, audit programs, annual client and care Professional PEAQ questionnaires, analysis of complaints & compliments etc.
• To implement actions from learnings and outcomes as a result of audit feedback, PEAQ, QA Process, Incidents and complaints, Governance meetings etc, to continuously improve services, care and support. Effectively managing and resolving complaints and incidents, carrying out investigations relating to the quality of the service and using those findings to initiate improvements.
• Accountable for GDPR ensuring business operations remains compliant, taking the lead as privacy champion.
• Accountable for the Health and Safety of staff and clients; ensuring all documentation is completed appropriately and Home Instead Policies & Procedures are adhered to at all times providing a safe working environment
• Oversee and participate (only if absolutely necessary) in the provision of ‘on call’ services to staff and clients.
• Continually update job knowledge through participating in opportunities, reading professional publications, maintaining personal and professional networks to continually add value to your accomplishments.

Legal and Finance

• Ensure successful operation of all policies, processes, procedures, and systems and implement a culture of best practice.
• Provide weekly/monthly activity reports for meetings with the directors to provide comprehensive business updates.
• Manage the process and contribute to the development of annual plans, reports, budgets and targets.
• Protect the organisations value by keeping information confidential and in line with legislation.
• Carry out any other duties deemed necessary for the successful operation of the business.
• Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.
• Ability to ensure that all client payments due are received promptly; and Payroll and Invoicing is undertaken accurately and in a timely manner.
• Ability to meet and exceed all financial/growth targets whilst participating in, and contributing, to the strategic management of the business

Info

Additional Information:

Home Instead West Lancashire and Chorley is committed to safeguarding and promoting the welfare of our Clients. All staff must share this commitment. The role is subject to a DBS Enhanced Disclosure and satisfactory references.

Qualifications

Essential Criteria

• Proven track record in the management of day-to-day operations within a fast moving, commercial business environment at a senior level.
• Proven experience in leading, training and managing a team, developing a positive culture within the team.
• Have Level 5 Diploma ( or equivalent) in Leadership for Health and Social Care
• Demonstrable experience of the development and implementation of effective and efficient office systems.
• Experience of analysis of statistical data.
• Demonstrable experience of managing and motivating of a team within a fluid working environment.
• Experience of operating within a pressured environment whilst maintaining a professional and calm working environment.
• Strong commercial business awareness.

• Excellent written and verbal communication skills.
• Results driven mindset
• Drive and motivation to take on a broad role and develop services.
• Passionate about providing the highest quality of care. 
• Commercially aware and have strong influencing and negotiating skills. 

• Demonstrate achievement of business growth targets. 
• Ability to work well and accurately under pressure, being responsive, agile and remain calm whilst dealing with multiple priorities. 

• Ability to engage effectively with a range of stakeholders, both from within and outside of the business.
• Good planning and organisation skills – Highly numerate with a keen eye for detail and a passion for accuracy.
• Ability to adapt to change easily and utilise your skills to encourage and motivate a diverse team through a fluid working environment.
• Ability to negotiate to ensure positive outcomes for the business.
• Good working knowledge of IT systems with experience of Microsoft Office or Google Suite and virtual communication platforms with the aptitude to learn and adopt new technologies and software where appropriate.
• Must have full driving license and means of transport if required within the territory to visit clients and RPNs.