Caregiver and Client Experience Coordinator

Job Purpose

To support the caregivers whom are field based to ensure their experience of employment is supported, engaged and focused in order to effectively ensure the best care is provided to our client base.

The Role

To ensure the end to end candidate experience is a positive and engaging proposition.

Support the Caregiver journey, with touchpoints in place, especially within the first 12 weeks.

Responsible for the monitoring of field-based observations and ensure supervisions and appraisals are recorded and kept up to date.

Create caregiver one page profiles to support the matching of these to appropriate clients

Introduce new caregivers to clients and mentor and support

Conduct spot checks and support visits

Support with caregiver team meetings and social events.

Caregiver Retention and Relations :

Ensure we have a star caregiver / client team of the month which is recognised and appreciated

Ensure Caregivers great work is recognised on Social Media Platforms

Support the monthly Caregiver drop in

Support the quarterly Caregiver team meetings

Ensure Caregiver birthday cards are sent and be aware of other events that may be important to them to ensure they feel appreciated

Spend an hour a week – just calling round – just because to give ‘an hour of love’

Coordinate the Monthly key CG focus topic groups

Caregiver Compliance:

Support with the administration for compliance of on boarding new caregivers (HR folders: application process / DBS / References etc.) before new people start working

Coordinate induction and training days of both new caregivers and refreshers

Ensure MLC and care certificates are completed in the time required (not do the observation keep the team on track – support only is become overdue)

Ensure the Caregiving team are skilled to deliver the correct care for the clients – competencies etc

Ensure the Caregiver team conduct all necessary and relevant competencies, and these are filed and recorded correctly and that training materials are up to date as per provided on my franchise

Ensure any tasks are conducted within the people planner alerts ‘DUE’ – as allocated to the role

Support in the on call rotation

Training:

Support training delivery and ensure all Home Instead materials and resources are being used effectively.

Client Care Quality:

Review of client’s daily notes, ensure the Caregivers are writing notes accurately and person centred using the correct language

Escalate concerns or inappropriate notes and provide training to Caregivers – see document ‘ OUTSTANDING note writing’

Make additions and updates to care plans from notes as required

Review tasks are appropriate for client calls – and add any tasks Caregivers speak about in their notes

Ensure call time and length of call is appropriate based on any comments in the notes

Highlight any change of client mobility / medication / or changes to service provided and amend in care plan / needs and risk assessment etc

Lead client focus groups with caregivers supporting such client to then ensure tasks / care plan etc are up to date

Assist with the review of care plans and sign off risk assessments

Ensure clients home has up to date grab sheet

Complete end of call support visits – see google form

Support on the on call office system – one night per week, learning the basics on call monitoring / logging in and out and basics of moving calls / re allocating calls – escalating any urgent phone calls that cannot wait until the next day

Review and monitor MOBIZIO of client com logs and medication, audit, report and follow trends. Action and follow up as needed, document and ensure learnings are made, additional training given etc

Support the client experience manager with on boarding new clients

Weekly review of client’s care packages – headlines, that we are still delivering the best

Support hands on in the first 4 weeks of new client’s to ensure we fully understand how we can enhance each client’s lives

Ensure matching of CGs and clients is appropriate

Create client one page profiles

Work on the client enhancement / ‘if only…’ campaign to ensure we add the extras to each client profile

Ensure at least one client wish is delivered each month

Hold caregiver client specific focus groups to ensure that we have the detail and what’s important to each client

Update care plans with findings from the above tasks

Support the on call rota

Sporadically deliver the care of clients to ensure we are delivering what is required

Support with reading client daily notes

Ensure any tasks are conducted within the people planner alerts ‘DUE’ – as allocated to the role

Given the nature of domiciliary care it is anticipated that 50% of this role will be out support clients and caregivers field based to conduct the above tasks in and around the west Bridgford area whilst 50% of time will be administrative of the above – office based in Loughborough.

Job Types: Full-time, Permanent

Salary: £18,000.00-£22,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Wellness programme

Day range:

• Every weekend
• Monday to Friday

Physical setting:

• Homecare

Shift:

• 8 hour shift

Ability to commute/relocate:

• West Bridgford, Nottinghamshire: reliably commute or plan to relocate before starting work (required)

Licence/Certification:

• Driving Licence (required)