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Job Title:Registered Care Manager – Support Horizons CIC Responsible to:CEOResponsible for: Deputy Care Manager x 1, Senior and Lead Support Workers and customersKey relationships:Senior Management Team including the Quality Improvement Manager and Customer Service and Training ManagerSalary band: Negotiable dependent on experienceHours and location:37.5 hours per week, Monday to Friday 8.45am to 5.15pm, central Wokingham.Participation in the out-of-hours on-call rota (currently covered by 7 people, supplementary pay appliesRequirements: Level 4 or 5 Health and Social Care qualification; or working towards this. At least 2 years’ experience of a management role in a social care setting, preferably within a CQC registered organisation. A driver with their own car and business insurance.Benefits:Comprehensive personal development and training including qualification sponsorship (subject to a training bond).A lovely working environment in a listed building in central Wokingham.Benefits package including an Employees Assistance Programme, pension and long service awards.28 days annual leave (including Public Holidays), plus 3 discretionary days between Xmas and New Year.Role:A key focus on all customer and staff delivery aspects of the CQC Registered business and the associated welfare of our customers.As a member of the Senior Management Team responsible for the development and maintenance of agreed levels of support and care, in line with our goal to provide personalised social care support, domiciliary care and supported living and other services within a community led environment.Ensuring that all clients receive the funded support agreed in their support plan, and that this support is assured, safe, personalised of a high quality and where appropriate, compliant with CQC standards as a minimum.Management of the field-based care support team including Lead and Senior Support Workers.Areas of responsibilities:CQC Registered Manager – overall responsibility for all CQC regulated aspects of the business. To keep up to date on CQC knowledge and requirements and advise the business accordingly. To be the formal Registered CQC Manager and act as focal point for liaison with the CQC over any issues and audits.Customer management – overall responsibility for all customer aspects of the company’s service delivery including new business acquisition, support plans, risk assessments, customer reviews, escalations and crisis management.Crisis Management – To provide a hands-on in-field assistance where escalated issues are deemed to be in crisis, evaluating the situation, supporting and monitoring staff and liaisonwith peers and third parties (families, friends, affected parties, social workers, local council etc).As a member of the Senior Management Team and in liaison with your peers, overall responsibility for the successful cost-effective delivery of high-quality services via a motivated workforce and with satisfied customers to all the required CQC standards.Core Duties:CQC Registered Manager: -To obtain and maintain your skills and knowledge as the companies formal CQC Registered Manager, To be a focal point for all CQC requirements within the business.To keep up to date with all changes and developments in CQC regulatory standards.Briefing staff and the management team of changes and developments to the CQC standards and their implications thereof.Implementing change within the support organisation to maintain ongoing CQC compliance of delivery and process.Provide the primary interface to the CQC, especially with regard to audits and safeguarding issues.Customer Management: -Ensuring all customers are delivered a high level of care that consistently and demonstrably conforms to the CQC and company requirements.Visit new customers and create care plan, support plan, risk assessments and guidelines in compliance with the CQC standards, ready to hand over to coordinator.Ensure that all customers are receiving agreed funded support and are happy with the quality of the service provided.Via support workers, maintain accurate and up to date paperwork, on-site and at head-office, at all times with updates to care plans and systems etc. as required.Investigate complaints, grievances and disciplinary issues (as appropriate) relating to customer’s support.Overall responsibility for the provision of economic support to the entire customer base delivered via the support workers.Drive contracted partner relationships to maximise business volume/quality, including regular reviews with funders (generally the council).Maintain and grow excellent relations with commissioning, social workers, brokers etc. through regular contact, meetings etc.Actively encourage and chase new business and work with other employees to maximise the company’s work with other care managers as required to keep up to date with national and local trends. Crisis Management: -Oversee any safeguarding issue and work alongside the relevant authority to bring to a safe conclusion.Provide emergency in-field assistance to support workers and customers where an issue requires this.Liaise with customers, friends, families and any other affected parties relating to the crisis in a clear and calming manner.Liaise with local council, social workers, broker desks etc. to discuss and implement emergency measures, including negotiating requests for temporary variations to support budgets, attendance of multi-disciplinary client reviews etc.Keep accurate and complete records of municate to the Quality Improvement Manager concerns regarding the competence of Support Workers. Liaise with the support coordination team over short term fixes and long-term changes to the support being provided.Providing reporting and continual improvement to constantly drive service provision forward.Staff recruitment and management: -Lead, Senior and Support Worker and care assistant recruitment (including interviewing), probation management, supervisions and appraisals (supported by the Deputy Care Manager). Direct management of Lead and Senior Support Workers including professional development.Scheduling and running of quarterly Lead/Senior meetings.As a member of the Senior Management Team and in liaison with your peers: -Overall responsibility to maintain and possibly improve upon the companies GOOD CQC rating across all 5 measurement areas; including: -Staff recruitment, induction, supervisions, appraisals, observations, records, administration, reporting, promotions, terminations etc.Customer support plans, risk assessments, regular reviews, safeguarding, crisis management, liaison with third parties, records, reporting, on-boarding and off-boarding procedures etc.To aim to be able to pass a CQC audit at any point in time.Cost effective delivery of services to ensure the maintenance of the on-going financial viability for the business.To drive the overall success of the business according to core objectives set by the Board/CEO.To work in liaison and as a back-up for the Human Resources and Customer Service Manager function.To ensure all customers are delivered a high level of care that consistently and demonstrably conforms to the CQC and company requirements.Participation in the emergency out-of-hours call rota that covers all non-office hours (currently shared across 6 people).Other Duties:Provide managerial input into the development of the organisation including appropriate policies, procedures and protocols.Ensure that all services remain, as a minimum, compliant with CQC, local authority and Company policies and standards.Maintain personal awareness of, and undertake training as necessary, in connection with the business and in relation to the people being supported.Uphold and promote the social values and ethics of the company.In exceptional circumstances, be willing to personally support customers. Other reasonable tasks as required, including other delegated management.Updated November 2019 ................
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