Care Co-ordinator

Job Purpose:
The role of the Care Co-ordinator is to provide care management and office administration support to ensure the smooth running of Ranger Home Care
Key Accountabilities
Telephone – Answering the telephone in the appropriate manner and resolving the query. Reporting to the Registered Manager any concerns or any queries concerning how to resolve the situation.
PASS System – Clearing daily alerts with carers and clients, reporting to the Care Team any concerns. Updating Care Plans when required, checking online documentation, updating MAR sheets online, supervisions and handover checklists.
Care Management – To provide a high-quality care management service working as part of the multi-disciplinary team resolving issues that are raised by telephone either by Clients, Carers, Family, Social Services or any part of the multi-disciplinary team. Escalating the issue to either a Registered Manager or Director if required.
Daily Meeting – To attend the daily care meeting to report on and discuss clients care needs and comment as appropriate.
Database - Input of new client/carer details in Database and updating with each client and carer information and documentation working and recording all information on PASS System, Care Planner and other office systems as implemented by Ranger Home Care.
Assessments/ Meet and Greets – Take all details for new business and pass to Assessment Manager and inform prospective client that a call will be made to confirm the appointment within 24 hours.
Care Plans – Complete and keep updated all care plans, ensure they are updated every 3 months. Ensure updated care plan is always in the client’s home and kept in the client file in the office. Visit the client’s home to ensure care plans and risk assessments are up to date.
Handovers – Manage all handovers. Ensure relevant Assignment Specifications are sent out to carers in a timely manner. Ensure all clients and families are informed of carer holidays, who the incoming carer is and how long they are booked for. Ensure carer profiles are sent out and clients receive them and speak to them regarding their feedback.
Survey Monkey – Following a handover ensure the survey monkey is sent and completed by carers and clients.
KPI’s – complete all KPI’s as allocated by Registered Manager.
24-hour checks – Complete 24 hour checks to ensure the smooth running of the care plan following a handover. Always call client, carer and next of kin.
Care Certificate – All carers not NVQ qualified, ensure the successful administration of the Care Standards Programme. Ensure no carer commences work with a client without being appropriately trained. Including in house training, NVQ and Care Skills online training.
Supervisions – Complete supervisions with carers as allocated each month.
On-Call – Emergency on call support by telephone for clients and carers. To attend to the client in person and potentially cover a carer until another one is sourced. 1 night a week and 1 weekend a month as well as during bank holiday periods as allocated and agreed.
Competencies
Contributing to Team Success – Actively participating as a member of a team to move the team toward the completion of goals. Initiating Action – Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
Adaptability – Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
Information Monitoring – Setting up ongoing procedures to collect and review information needed to manage the company and/or ongoing activities within
Communication – Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Client Focus – Making clients and their needs a primary focus of one’s actions; developing and sustaining productive client relationships.
Ability to work under pressure – To respond rapidly to need and work under pressure.
Knowledge, Skills and Experience Required:
Essential
Good verbal communication skills
Good written communication skills
Intermediate numeracy
Customer Care Experience
Excellent Telephone Manner
Confident to talk to all professionals.
PC Skills
NVQ 3 Health & Social Care
Clean Driving Licence
Desirable
Any previous experience of working in an office environment would be highly desirable.
Key Dimensions:
No managerial responsibility currently, responsibility to clients and carers to always support them and ensure a high level of care support.
Key Working Relationships:
Regular day to day contact with Directors, Finance Manager, Registered Manager, and other office staff; Regular contact with Carers regarding clients’ records. Regular contact with Clients and family and to work with other members of the multi-disciplinary team to ensure high quality care service delivery. Present professional and appropriately always. To conduct yourself with decorum, politeness, calm and be always approachable.
Level of Decision Making:
The job holder may be required to work unsupervised on occasion and make decisions regarding care with supervision.