JOB DESCRIPTION

Job Holder: / Signature: / Date:
Manager: / Signature: / Date:
JOB TITLE: / Home Care Co-ordinator
LOCATION: / The Round House, Ashington
ACCOUNTABLE AND REPORTING TO: / Registered Manager (Home Care)
RESPONSIBLE FOR:
SALARY / Supervisors
Range £17,000 - £19,000
PURPOSE OF THE ROLE: / Working as part of a team covering a specific geographic area you will ensure the provision of a high-quality service enabling individual needs and organisational priorities to be met in accordance with available resources. AUKN is an ambitious, forward thinking organisation and you must be committed to developing and enhancing the services we provide in accordance with the values of the charity.
As part of a team working in a specific area you will provide leadership and line management to a supervisor who is responsible for the deputies within the team. Together you will lead and manage up to 40 WTE support workers. You will share information regarding the skills set of the Support Workers and will update changes to Care Plans when increases/decreases are identified.
As part of the Home Care Team, you will be responsible for allocating and scheduling workloads for Support Workers, ensuring the effective provision of services to Service Users.
This role has a specific focus on the day-to-day delivery of Home Care Services. The Co-ordinator will manage the processes associated with implementing and amending ‘scheduled’ activity e.g. the creation and daily changes to care packages, medication changes, ‘no replies’, Service Users admitted to hospital, hospital discharges, death of a Service User, and will allocate resources accordingly.
The Co-ordinator will ensure that care services are delivered at the correct time, for the specified duration, and that Support Workers allocated have the relevant skills to accommodate the needs of the Service User.
They will manage relationships with Care Managers and other referral points and will take ownership of all new allocated packages; ensuring new Care Packages are entered onto the system with the Supervisor notified within a timely manner and information provided to enable them to deliver an effective and efficient service.
The Co-ordinator will ensure that the Care Free system is kept up to date with accurate, real-time information and will monitor and report service capacity as and when required.

VALUES:

Age UK Northumberland has devised a set of values which underpin the purpose, objectives and the day to day activities of those connected with the organisation. As such, employees and volunteers, including trustees, are expected to understand and ‘live’ the values of the organisation whilst undertaking their responsibilities and activities. Examples of ‘values in action’ can be found in application packs and in the performance management policy and documents.

The organisation’s values are;

1.We are Respectful

We acknowledge and appreciate difference and do not judge where difference exists

2.We are Empowering

We support and enable people to take control of their lives and achieve their goals

3.We promote Equality and Inclusivity

We provide the opportunity of accessible services so as not to intentionally exclude anyone who needs our support

4.We have Integrity and are Trustworthy

We provide a reliable service and uphold our values at all times

5.We are Empathetic

We provide the opportunity for people to be listened to and for their needs to be acknowledged and understood.

THE MAIN DUTIES OF THE ROLE:

1. To lead a team organising support for people in an allocated area

1.1 The co-ordinator will lead a team of Supervisors, Deputy Supervisors and Support Workers to provide a high quality, person centred service to enable clients to remain in their own home and enjoy an enhanced quality of life.

  1. To process new referrals and allocate Support Workers to new support plans

2.1 The Co-ordinator will manage the relationship with Care Managers, Social Workers, District Nurses, GP Surgeries, Hospital Discharge Teams, Brokerage, and all other referral points to ensure that Age UK Northumberland remain the first choice provider of Home Care Support in our area.

2.2 They will maintain regular contact with the relevant organisations to ensure the best possible service is provided and will promote Age UK Northumberland at every opportunity.

2.3 They will maximise all opportunities for cross referrals into Age UK Northumberland and will forward details to the relevant department where necessary.

2.4 The Co-ordinator will notify their team of all new referrals and will ensure the Home Care Supervisor/Deputy Supervisors complete customer service visits and Personal Needs Assessments within the given time frame.

2.5 They will work very closely with the team to identify suitable and available Support Worker resource when new referrals are received.

2.6 They will enter all new care plans onto the Care Free system and ensure the system is accurate.

2.7 The Planner will, within the constraints of operating an effective and efficient service, ensure continuity of care is maintained by regular monitoring of packages of care.

3.To manage the processes associated with changes to scheduled activity

3.1 The Co-ordinator will provide logistical support by ensuring that care services are delivered at the correct time, for the specified duration, and that Support Workers allocated have the relevant skills to accommodate the needs of the Service User.

3.2 The Co-ordinator will seek the most efficient deployment when rostering, ensuring that mileage and travel costs are kept to a minimum and highlighting any Support Workers that are being underutilised.

3.3 The Co-ordinator will ensure that the team manages the allocation of emergency packages, where necessary.

3.4 The Co-ordinator will maintain regular contact with Service Users when changes to scheduled activity occur and will notify the Service User of any such changes.

3.5 The Co-ordinator will manage their own and their teams workload effectively and ensure that they have an understanding of the areas that they support, attending and organising team meetings as required.

3.6 The Co-ordinator will actively support colleagues and, to ensure that Service User needs are met, be involved in planning activity in any area in which Age UK Northumberland operates.

3.7 The Co-ordinator will co-ordinate, authorise and monitor holidays and annual leave for their team in their area.

3.8 The Co-ordinator will proactively respond to queries on a daily basis and work to ensure that the data verification activity is resolved on a daily and weekly basis, as directed by the Registered Manager.

3.9 The Co-ordinator will maintain regular contact with Support Workers regarding their workload and will notify them at the earliest opportunity of changes to planned activity.

3.10 The Co-ordinator will ensure that the team manage all processes associated with changes to schedules and will ensure the relevant parties are informed, including (but not exclusive): daily changes to care packages, medication changes, ‘no replies’, Service Users admitted to hospital, hospital discharges, death of a Service User.

3.11 In the event that a complaint is passed directly to them, the Co-ordinator will manage the complaints process, without prejudice, and will escalate and record in line with Age UK Northumberland’s policies and procedures.

4.Additional responsibilities

4.1 The Co-ordinator will maintain accurate and timely records on Care Free and will monitor ECM to prevent ‘missed calls’ from occurring.

4.2 The Co-ordinator will participate in Age UK Northumberland’s out of hours emergency service, as part of a rota system as required.

4.3 The Co-ordinator will ensure that any issues or occurrences are reported immediately to the Registered Manager in accordance with CQC requirements.

4.4 They will adhere to all policies and procedures of Age UK Northumberland and apply consistent principles of equality, diversity and equal opportunities.

4.5 They will comply with Data Protection legislation and Age UK Northumberland’s policies regarding customer confidentiality.

4.6 They will comply with Health and Safety legislation and Age UK Northumberland’s Health and safety policies.

4.7 They will take responsibility for their own personal development and that of their team, attending relevant training sessions as and when required.

4.8 They will cover for other team members as and when required, particularly during periods of absence.

4.9 They will act as an ambassador for Age UK Northumberland at all times.

4.10 They will undertake any duties that may be reasonably required as designated by the Registered Manager and/or the Senior Leadership Team.

PERSON SPECIFICATION – Home Care Co-Ordinator

The following requirements will be assessed from a combination of information provided from the application form, panel interview process and references:

Education and Qualifications / Essential / Desirable
NVQ 3 in Health and Social Care (adults) or equivalent
Introduction to Line Management (or equivalent)
European Computer Driving Licence (or equivalent) / X
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Skills, Knowledge and Experience / Essential / Desirable
  1. At least 3 years experience in a Co-ordinators role within the health and care sector
  1. A minimum of 2 years experience in a domiciliary care agency delivering a minimum of 1500 hrs of care per week
  1. Specialist knowledge and understanding of the needs of older people and issues which affect them
  1. Confident and competent in using a wide range of I.T. programmes and packages
  1. Knowledge of specialist tools for the strategic planning, project management and delivery of Home Care Services (CareFree, People Planner or similar)
  1. Experience of developing and maintaining external relationships to achieve organisational goals
  1. Ability to think creatively and develop and deliver solutions strategically and operationally with the ability to translate complex information into clear messages
  1. Excellent written, verbal communication skills
  1. Excellent organisation skills and the ability to maintain accurate and concise records
  1. Excellent root cause analysis skills for effective complaint resolution
  1. Highly effective People Management skills
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Personal Attributes/Qualities / Essential / Desirable
  1. Of good character
  1. Able to properly perform tasks that are intrinsic to the role of a co-ordinator
  1. A high level of interpersonal skills and the ability to work effectively with a range of different people
  1. Coaches and leads by example
  1. Person Centred
  1. Seeks continuous improvement
  1. Ability to think creatively, be able to come with innovative, imaginative and engaging ideas and to plan and think and work on own initiative
  1. Sound analytical skills and ability to reflect on own and others practice
  1. Completer/finisher
  1. Ability to work in a non-discriminatory way and demonstrate a commitment to equal opportunities
  1. Willingness to consent to an Enhanced Disclosure through DBS check
  2. Life long learner
  3. Willingness to work outside normal working hours, to promote business development events and, activities and any other duties as may reasonably be required by the organisation
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Home Care Co-OrdinatorSept 17