Job Purpose
To be accountable for the management of all aspects of client services, ensuring compliance with all governing body requirements and legislation relevant to the service.
To lead a team of Key Players to proactively manage the needs of the clients and the day to day running of the office.
To work closely with the Franchise Owner to develop a high quality private homecare service for people in the local area
The Role
Clients
- Promote the highest standards of care and service with a focus on person centred care.
- Manage the process of client acquisition from initial contact to conversion adhering to company policy.
- Carry out care planning and conduct risk assessments ensuring compliance to relevant legal and regulatory requirements.
- Effectively managing complaints and incidents, carrying out investigations relating to the quality of the service, and using those findings to initiate improvements.
- Ensure relevant reports are forwarded to relevant bodies e.g. CQC, Care Inspectorate, Care Inspectorate Wales, The Regulation and Quality Improvement Authority and Safeguarding.
People
- Recruit, train, manage and motivate a high performing team of key players focused on the needs of clients and Care Professionals.
- Define clear roles and responsibilities, providing feedback and guidance to improve efficiency and effectiveness.
- Ensure that current employment, equal opportunities, and health and safety legislation, together with good practice are consistently applied within your areas of responsibility
Business Operations
- Actively support driving selling in the service culture and growth mentality throughout the business. Take full responsibility for the day to day client care operations.
- Agree objectives for meeting business performance targets and continually review.
- Deliver on targets within agreed budgets.
- Organise and co-ordinate care operations to ensure maximum productivity.
- Gather, analyse and interpret key reports to ensure that business is achieving maximum productivity.
Quality
- Act as the Registered Manager managing the regulated activity for the office.
- Oversee compliance with regulators, legislation and Home Instead’s Franchise Standards.
- Ensure relevant reports are forwarded to relevant bodies e.g. CQC, Care Inspectorate, Care Inspectorate Wales, The Regulation and Quality Improvement Authority and Safeguarding.
- Monitor the measurement of the client experience through the key players and strive to continually improve.
- Ensure that the business has the adequate and suitable resources to carry out operational activities.
- Ensure the team meet and exceed all Home Instead standards, regulations and legislation requirements and provide industry leading quality and compliance.
- 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 director to provide comprehensive business updates.
- 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.