Care Coordinator

Job description

Job responsibilities

To lead a team of Mobile Responders - Provide ongoing monitoring, support and supervision to support workers.

The post holder will ensure that services are delivered to the highest standards, providing robust quality assurance, compliant with all legal and statutory requirements and within an effective and efficient performance management and budgetary framework.

Specific duties and responsibilities:

Work closely with the Deputy Response Service Lead and other relevant colleagues creating

person cantered and CQC compliant support plans.

Attend the customers first visit from the Wiltshire Support At Home Urgent Care & Telecare

Response service to introduce the service and support the customer in understanding the

support approach.

Be able to undertake risk assessment and encourage positive risk-taking approach.

Complete risk assessments which may include environmental, medication and mobility,

working with customers and support workers to manage risk and record actions and

strategies agreed.

Instigate where appropriate the management and oversight of the correct procedures for

carrying out Medication Assessments and the completion of paperwork to be placed in the

customers home for Mobile Responders.

Liaise with health colleagues to raise any concerns and seek appropriate instructions and

guidance.

Work collaboratively with partners, this may include Health Teams, Care Homes, Care

Agencies and Hospitals. Have a good understanding of the discharge process and

requirements of supporting people recently discharged from hospital, take responsibility for

ensuring that relevant information (health conditions and medication) is gathered, and

systems are in place to ensure the customer and staff remain safe and risks are managed

appropriately.

Assist in the provision of appropriate safe care, in accordance with the regulations and

quality standards. When leading out of hours cover, initiative will need to be taken to ensure

the team are following correct procedures.

Have a thorough knowledge of CQC regulations and how they enforce them through the

inspection process.

Complete, distribute and monitor paperwork required by CQC registration, and held in the

customers home, for the provision of the service, such as medication administration records.

Ensure all paperwork is compliant, thorough and well-maintained to ensure the service is

inspection ready.

Drive effective and consistent communication between professionals and the customer and their family to ensure all agencies are working in partnership and the risk of duplication and repetition is reduced.

To respond in a timely and professional manner to referrals and feedback as required on the progress of these referrals.

Provide customers (and where appropriate their representatives) with information about the service including expectations and contact details, advising how customers can raise concerns. Record all contacts accurately and in a timely way. Keep all information about customers and their families secure and confidential. Capture and record relevant actions, events and decisions in accordance with case management principles. Monitor customers progress and achievement of goals.

Working under the direction of their line manager ensure that the service runs smoothly and efficiently.

Exhibit good organisational skills and a flexible approach to support the team through any disruptions/changes within the daily routine.

Report changes in support plan visits to the case manager and allocator as soon as practically possible.

Liaise with the Senior Allocations Officer to match support workers with customers Provide information, support and guidance to Mobile Responders to enable them to safely and effectively provide support as agreed in the support plan.

Ensure that Mobile Responders are working to the support plans and those services are delivered in accordance with the identified needs of customers. Deal effectively with on-call/emergency issues, for example covering visits directly or indirectly when Mobile Responders are sick or absent.

Provide timely feedback to the team of issues arising out of hours. As the Care Coordinator, decisions will need to be made with authority.

Participate in transfers of customers requiring further support to another internal team or alternative provider.

Positively engage in regular supervision sessions, preparing appropriately and ensuring agreed actions are undertaken in an agreed time frame.

Monitor and provide support to a small group of Mobile Responders ensuring that their performance in the delivery of the service meets the required standards.

Promote continued professional development, reflective practice and evidence-based learning. Alert the Deputy Response Service Lead to any concerns. Participate in the appraisal of a staff.

Where improving work performance or HR procedures are implemented support and work under the direction of the Deputy Response Service Lead. Provide additional support where development needs are identified, undertake in service 1:1 training where appropriate, participate in the delivery of in-service training to small groups of staff.

Under the direction of the Deputy Response Service Lead participate in the Induction of new staff, this may include arranging, mentoring with another staff member, shadowing and in the field training.

Monitor the delivery of support, in line with the service policies this will include the following tasks:

Reviewing daily communications via Care Management system Birdie o Review and manage the Urgent Care inbox.

Observation of support visits. One to one supervision. Spot-checks of practice .Audit files. Have an expert awareness of safeguarding in line with Wiltshire policy, including making referrals and participating in safeguarding investigations.

Using experience, knowledge and skills to identify the signs of abuse and neglect and follow agreed local protocols to ensure customers are protected from harm/risk of harm. Be an ambassador for the Council and the department at all times, always representing the Council positively, professionally and appropriately at meetings with customers, external partners and agencies. Be able to respond to civil emergencies under instruction.

Take a lead in challenging practice to make improvements to service.

Specific requirements for this post:

To work shifts to meet the needs of the service including early morning, evenings, weekends

and bank holidays. An unsocial hours payment in accordance with Wiltshire Councils HR

Policy will be paid where appropriate.

To undertake travel across the Wiltshire area to carry out customer visits.

To be flexible and support other teams in the service as required e.g. cover annual leave,

sickness etc.

When the business continuity plan is actioned be flexible and respond to the requirements of

the service as directed by Registered Manager.

Person Specification

Qualifications

Essential

• NVQ Level 4 or equivalent significant experience in a relevant field (or a commitment to undertake qualification) e.g. Health, social care, adult education etc.
• Experience of supporting with adults within a care environment
• HSE recognised First Aid at Work qualification or willingness to achieve a qualification in first aid.
• Previous experience of contributing to the supervision of others or ability to demonstrate the required skills.
• Up-to-date knowledge of relevant legislation and guidance in relation to working with, and the safeguarding of, adults.
• Experience and current up-to-date knowledge of moving and handling procedures.
• Well-developed interpersonal skills and ability to effectively communicate with people in a variety of ways and levels.
• Good organisational skills.
• Ability to prioritise tasks and work on own initiative against deadlines
• Ability to utilise a range of software including electronic social care records.
• Physically fit and able to perform all requirements of the job role.
• Ability to work in a person-centred way to meet individual outcomes Fully fluent in spoken and written English.

Desirable

• Experience of working with in a care support service.
• Experience of working within a CQC registered service.
• Understanding of the Care Act 2014; Health and Social Care Act 2008.
• Able to demonstrate an ability to work as part of a team and provide/ implement instructions.
• Qualification as a trainer.

Experience

Essential

• High level of relevant and practical experience acquired on. An advanced understanding of relevant procedures and working practices. Advanced knowledge of specialist function relevant to service area. Excellent ICT skills including use of Microsoft applications and specialist systems.
• Significant experience of working with clients and client groups with complex needs.
• Proven ability to carry out client risk assessments to identify eligibility for service provision and/or risk of harm.
• Proven ability to advise and guide clients to encourage development and to access services to which they are entitled.
• Ability to build trust and confidence with clients, client groups and colleagues.
• Proven ability to interpret situations, analyse behaviours to make judgements and deliver interventions to achieve outcomes.
• Proven ability to deliver training.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Wiltshire Council

Address

Wiltshire Council

Monkton Park

Chippenham

Wiltshire

SN15 1ER

Employer's website

http://www.wiltshire.gov.uk/ (Opens in a new tab)