Out of Hours Coordinator

A vacancy exists within Retain Healthcare as an Out of hours Coordinator. We are a dynamic Homecare provider offering temporary and permanent recruitment solutions to healthcare establishments both public and private, and individuals within their homes.

As an Out of hours Coordinator you will be required to ensure the smooth operation of ensuring that the Care team follow company policies as well as national and local guidance.

1. Main Duties and Responsibilities

• Effectively allocating work to support workers, covering sickness or absence, ensuring you maintain travel effective rotas as required while customers have a consistent high-quality service from people they know.

• Ensuring that new starters are supported by having appropriate mentors and contact as they start.

• Supporting the Branch Manager with addressing any staff performance management issues in line with Company policy

• Report and record any safeguarding concerns to the Registered Manager and Head of Operations and Quality. Support the Management with Safeguarding referrals and CQC notifications.

• Attend training and expand your personal development. You will need to have the ability to use reflective practice and ensure that learning logs are completed so that lessons can be learnt to improve overall service delivery for the company.

• Ensure that any concerns, complaints or grievances are reported to the Registered Manager and Head of Operations and Quality and dealt with appropriately and in a timely manner in line with Company policy.

• Always Strive for outstanding, ensuring our customers are looked after ‘their problem is our problem’ approach.

• Monitor sickness and absence of staff and work with staff to improve where their attendance is below the expected standard.

• You will need to ensure that the Homecare service works in an outcome focused way that is person centred to the individual customer.

• Setting up new customers on the systems, ensuring accurate information is entered.

• Ensuring that support plans are written to a high standard and that risk assessments are carried out and reviewed in line with the Company’s policy. Reviewing and auditing of support plans and customer files as required.

 2. CONTACTS & COMMUNICATIONS

• Have strong communication and leadership skills and be able to build sound relationships with all of our customers

• Excellent customer service skills, nothing is to much trouble for our customers and the ability to make them feel important to us is key to a successful branch.
• Build strong relationships with staff and work to our staff retention strategy, showing appreciation and recognition for the work that they do.
• Ensuring that records and legible, accurate, non-opinionated and to a good standard
• Support the Branch Managers with disciplinaries and performance management of staff.
• Support the Branch Manager with branch reports, collection or data, being CQC ready.

 3. REQUIREMENTS

The holder of this post should be able to demonstrate:

• The branch and you, maintain integrity when dealing with matters of Customer confidentiality
• A willingness to undertake training to develop new skills
• A willingness to operate flexibility and to be accountable
• The ability to work without supervision while adhering to company policies
• An understanding of the needs of our Customers
• Keep up to date on legislation and regulations
• Have Strong leadership skills
• Be forward thinking, self-motivated and persistent.
• Be trustworthy, intuitive, organised and methodical
• Have excellent interpersonal skills
• Be approachable and quality oriented
• Able to handle complaints and resolve conflict
• Understand CQC KLOES, the Care Act and Health and Safety.
• Have full knowledge and understanding of the application of Company policies and procedures and Behaviour Framework
• Embody and represent the ethos and values of the Company by being an ambassador for Retain Healthcare.

 This role would be to cover the evening and night shift as well as some weekends. Salary is open for discussion depending on the applicants previous experience. The position is remote and would assist each of our offices.

Retain Healthcare

Cheltenham