Care Delivery Manager
Hales Group are recruiting for a Care Delivery Manager to be based in our Lowestoft office.
Monitoring service delivery of care packages, bidding on new packages and liaising with Care Coordinators hourly/daily as required to ensure all calls are covered and new calls are allocated quickly and effectively into the rotas.
Monitoring uncovered care on a daily basis – ensuring there are no missed or late calls and where there are they are correctly recorded, reported and managed.
Compliance – service user documentation, on-boarding of new packages, liaison with Filed Based Supervisors and Senior Carers to handover care plans and sign off risk assessments.
Quality – conducting telephone and face-to-face quality assurance reports and customer initiatives; managing investigations and lessons learnt and ensuring they are added to Peer group meetings, circulated in staff memorandums, etc. and applying any sanctions/training needed.
Undertaking spot checks at service users’ home as required, to check service delivery compliance and quality.
Performing care worker appraisals, supervisions and development reviews as required, in line with company policy, and establishing actions needed.
Conducting medication competencies in the field (within 12 weeks and annually).
Care worker support and communication.
Dealing with family and service user queries.
Assisting with handling feedback or complaints, investigating circumstances and agreeing appropriate action.
Maintain up-to-date knowledge on all policies and procedures that are specific to our industry, including employment law and our regulatory requirements.
Assisting in auditing as required.
Understanding the internal and external regulations and service guidelines that the company operate within.
Keeping accurate records of all communication with clients and care workers using database supplied.
Assisting with monitoring of electronic systems/equipment.