JOB TITLE:Customer Care Supervisor (12 Month Fixed Term Contract)

JOB DESCRIPTION

JOB TITLE:Customer Care Supervisor (12 Month Fixed Term Contract)

LOCATION:Community

RESPONSIBLE TO: Home Support Manager

SALARY:£15,725 - £16,440 per annum

HOURS: 37.5 hours per week

1. Purpose of the post

a)As part of the Home Support Team, to assist the Home Support Managers in ensuring the effective provision of high quality services to customers across Newcastle in order to meet contractual and statutory obligations and requirements.

b)To supervise and mentora team of Home Support Workers, ensuring staff are implementing care and support plans appropriately and that care and support delivered is of a high quality.

2. Duties and Responsibilities

a)To contribute to the referral process by receiving and initiating the referral process for all new referrals for Home Support services.

b)To co-ordinate Home Support Worker staff rotas and ensure staff are allocated appropriately, to be responsible for ensuring master rotas are regularly updated and maintained.

c)To input data on a routine basis to maintain all records on StaffPlan including routine notes from customers, staff and related professionals including telephone and email conversations, and to fully utilise StaffPlan and be responsible for monitoring and reconciliation of iConnect.

d)To maintain regular contact with Home Support Workers regarding their planned workload including changes.

e)To maintain regular contact with customers regarding delivery of their planned care and support.

f)To liaise with other professionals, customers and family members in relation to services provided and to ensure smooth running of the service.

g)To be responsible for all on-site supervision; attend the Customer’s first call to introduce the Home Support Worker to the Customer, carry out routine Customer reviews, and assist the Home Support Manager with the reviewing and updating of all Care and Support Planning documentation.

h)To liaise closely with Home Support Manager to ensure correct Customer and Home Support Worker matching for new customers or in instances of holiday/sickness cover.

i)To mentor staff in the community and ensure they follow policy and procedure, and to ensure that all support delivered is person-centred and flexible and that records reflect the needs of the individual customer.

j)To undertake On-Call duty on a rota basis including week-ends and bank holidays.

k)To allocate all unassigned calls during on-call hours – and where visits can’t be assigned, to undertake the visit.

l)To undertake field based training to ensure Home Support Workers are working within their competency level.

m)To ensure all reporting and recording documents are kept up to date.

n)To liaise closely with colleagues and other care professionals.

o)To assess Home Support Workers competence against Care Certificate standards during shadow working sessions.

p)To comply with Data protection legislation and Age UK Newcastle policies on maintaining personal information and customer confidentiality.

q)To take responsibility for personal development within the role and to attend relevant in-house and external training to develop skills as required.

r)To behave in a corporate and professional manner at all times and uphold the high standards of the organisation.

Other

a)To work within the policies and procedures of Age UK Newcastle and apply consistent principles of diversity and equal opportunities throughout the work of the organisation.

b)To undertake any duties as may reasonably be required.

PERSON SPECIFICATION