Complaint Investigation jobs in Ashford

Role Purpose

To provide high quality homecare services that support the rights of clients to live the lives they choose as far as they are able. The registered manager is directly accountable to the senior management team and to the regulatory body for domiciliary care, the Care Quality Commission. Flexible working as some evenings will be involved and occasional weekends.

PLEASE NOTE-This is a full-time position 40 hours per week

Key responsibilities

• Efficiently manage the day to day running of the branch.
• Allocate resources and monitor performance to deliver high quality homecare to customers.
• Manage all aspects of the staff team and provide sound leadership to ensure staff are clear about their respective duties and responsibilities and have the support they need to carry out their roles safely.

Duties and specific responsibilities

· Manage the day to day functionality of the branch

· Be responsible for the safe delivery of the service in line with legislative requirements and company policy and procedures

· Undertake training and development to keep up to date with the law, best practice and changes in company policy, CQC regulations and government legislation. Apply this knowledge to day to day management and delivery of care

· Understand and monitor health and safety in the workplace and in the field

· Maintain full and accurate records and reporting systems in accordance with legal requirements and to ensure the effective running of the business

· Effectively manage and record complaints and incidents.

· Carry out investigations relating to the quality of the service and use findings to make improvements

· Be prepared to work flexibly to ensure the safe delivery of the service

· Provide an excellent service to clients and customers

· Promote the rights of each client and keep their wishes at the centre of their care and support

· Make sure that prior to each client commencing, a client assessment and risk assessment with the client, and/or their chosen representatives, has been completed including what the customer needs and would like to achieve from their care and support

· Make sure a written individually tailored care and support plan has been created and agreed, that respects the client’s wishes and promotes their dignity and privacy. Agree appropriate risk control measures to reduce identified risks and ensure ABC documentation is effectively recorded

· Provide the client, and where appropriate their representatives, with information about the service so that they are clear about what to expect and how they can raise any concerns

· Apply excellent communication skills with clients, their families and representatives, staff and other health and social care professionals to deliver high quality homecare services

· Keep all information about clients and their families secure and confidential

· Lead, manage, support and mentor staff

· Adhere to the code of conduct / confidentiality in the office and be respectful of peers, working cohesively

· Work with the HR Manager to manage the effective recruitment, induction and training of the coordinator (s), supervisor (s), care workers and other support staff.

· Identify ongoing training needs and ensure staff are up to date with current best practice

· Ensure there are sufficient numbers of suitably qualified staff allocated appropriately to meet service needs at all times

· Implement company policy and procedures in relation to managing absence, disciplinary, capability and grievance matters

· Provide information, guidance and ongoing supervision to enable staff to effectively and safely carry out their roles.

· Carry out annual appraisals and monitoring of staff performance

· Ensure all emergency on-call issues are dealt with effectively, such as covering calls either directly or indirectly when care workers are sick or absent

· Promote the business

· Attend external meetings and represent the service in a positive manner

· Participate in the growth and development of the business. Work with the senior management team to achieve sales targets and deliver within budget

· Provide weekly, monthly, quarterly and annual reports to the Senior Management.

· Complete regular monthly audits of client and carer files.

This list is not exhaustive and from time to time you may be required to undertake additional duties.

This job description will be updated from time to time at the discretion of management in response to changing business needs.

Job Type: Full-time

Pay: £35,000.00-£40,000.00 per year

Benefits:

• Company events
• Company pension
• On-site parking

Schedule:

• Monday to Friday
• Weekend availability

Application question(s):

• Tell me more about your care experience in detail?

Experience:

• Care Manager: 5 years (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person