Client Experience Manager

The Role

The Deputy Care Manager is expected to perform a variety of duties to assist the Registered Care Manager in ensuring compliance with the Essential Standards of Quality and Safety and adherence to The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, and to provide the highest quality of support to clients and CARE Professionals.

Primary Responsiblity 

• Deputise for the Registered Care Manager as and when required.
• 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
• Undertake Key Players One-to-One Performance Reviews
• Respond to new service enquiries received by phone, email, website and in person from prospective clients in a professional, knowledgeable and efficient way.
• Undertake consultation to new clients, complete assessments and complete all new client’s paperwork as required.
• 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 CARE Professionals schedules are coordinated effectively, using recurring scheduling, through Home Instead’s computer system.
• Undertake all existing clients’ service review, update the care plans and complete all paperwork as required and update the computer system
• Enter and maintain accurate client and CARE Professionals records on the system and through hard copy files.
• 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.
• 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.
• Develop and maintain positive relationships with both clients and CARE Professionals.
• Ensure affective monitoring of service visits using the system.
• Carry out Clients and CARE Professionals satisfaction surveys and Reviews, for eg PEAQ survey, homecare.co.uk surveys.
• Complete clients and CARE Professionals termination process.
• Perform regular Audit of the Clients and CARE Professionals files and complete actions
• Identify training & development needs for CARE Professionals and Key Player & action
• 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. 
• Participate in the out of hours “on call” rota.
• 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.

The Deputy Care Manager is expected to perform a variety of duties to assist the Registered Care Manager in ensuring compliance with the Essential Standards of Quality and Safety and adherence to The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, and to provide the highest quality of support to clients and CARE Professionals.

Secondary responsibilities

• Any other reasonable request by the management team.

• Work outside of normal working hours when business needs require it
• Provide hands-on care for clients as and when necessary
• Support Care Coordinator with scheduling as and when needed.
• Deliver Home Instead Learning & Development and other trainings.
• Undertake networking activities and take part in networking events.
• Participate in training, meetings as required.
• Produce regular KPI reports for the Registered Care Manager/Director.
• At all times maintain confidentiality for all Home Instead Information, including but not limited to client, CARE Professionals & office data.

Info

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

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