Operations Team Leader - Antrim Office

Key Responsibilities

Service Delivery

• To promote a caring environment for service users in the delivery of the Domiciliary Care Service.
• To contribute to management of the service user caseload by undertaking interaction with the servcie user and their family from Initial Visit to review and closure of service.
• To carry out Initial Visits, Reviews, Risk Assessments and other interactions as necessary
• To contribute to the proper functioning of the referral process by receiving and allocating referrals in accordance with Extra Care policy and procedures
• To arrange the production and distribution of timely and accurate rotas for the service.
• To make and communicate changes to the Rota as appropriate.
• To participate in the on-call rota.
• To complete relevant paperwork for client and careworker interactions.
• To review and check careworker report sheets, highlighting any concerns, issues or learning to Operations Manager.
• To be aware of factors which may cause services to be disrupted or are obstacles to improvement, to report these to the Operations Manager and to take appropriate measures to minimise their effects. Implements corrective action as advised by the manager without delay, advising staff and stakeholders of any changes that affect them.

People

• To provide support and staff development to the careworker team.
• To provide first line advice to the careworker team.
• To be involved in first line management duties, such as Fact Finds, absence managment, Return to Work Interviews.
• Identifying recruitment needs of service and contributing to a recruitment plan.
• To contribute to the recruitment process for careworkersand Operations Team Leaders in accordance with Extra Care’s policies and procedures.
• Contribute to the delivery of appropriate training and development.
• To contribute to the induction training of new staff.
• To contribute to the supervision and support of staff in the workplace.
• To provide accurate and timely information to colleagues to optimise use of available resources and existing competence of staff to ensure that objectives and priorities are met.

Information and Communication

• To communicate with the Operations Managers, Operations Team Leaders and Trusts regarding service users, changes in circumstances, outcomes of reviews etc.
• To be aware of need by internal and external customers for information and ensures needs are met. Identify inadequacies in the information and takes appropriate remedial action.
• Display good listening skills and communicates appropriately in a way that suits the needs of staff and customers.
• Gives advice and information consistent with organisation policy, costs and resource constraints.
• Represent Extra Care in a professional manner at staff, stakeholder, internal and external meetings.

Quality

• To contribute to compliance with legislative and regulatory requirements and Domiciliary Care Standards with particular focus on careworker practice, contact with service users, service information etc.
• Contribute to the management of issues in relation to service provision and using learning to improve the quality of services.
• To contribute to the resolution of complaints received to ensure they are treated in a timely and professional manner and reported to relevant individuals/bodies.
• Keep accurate and comprehensive records that meet all regulatory guidelines.
• To maintain files and records relating to service users and careworkers and to contribute to preparation for inspection by RQIA.

Health and Safety

• Contribute to relevant training for all staff in key areas including Moving and Handling, Basic First Aid and Basic Food Hygiene.
• Monitor service to ensure accident and incident reports are completed and fed back to Quality Team/HR.
• To contribute to the implementation of the Health and Safety Policy within the organisation.

Team Working

• Contribute to Operations Team Leader meetings and careworker team meetings.
• To lead a team of careworkers.
• Establish constructive working relationships with colleagues, customers and other stakeholders. Shows sensitivity towards others and delivers on promises and undertakings to others.
• Provides opportunities for service users and careworkers to discuss issues, encouraging them to offer their views and ideas.
• Deals with any differences of opinion in a way which avoids offence and maintains respect.
• Promptly identifies conflict with and between staff and reports it to Operations Manager.
• Actions and records employment or customer related matters in compliance with organisational and legal requirements.
• Promotes team working across Extra Care as an organisation, e.g. peer review.
• Contributes to the Operations Team operating within the organisational ethos and customer focus values.

Essential Qualifications and Experience

• 6 months experience of team work, managing staff and working to tight deadlines
• 5 GSCE’s (A-C) including English and Maths or equivalent.
• 6 months experience of providing excellent Customer service.
• Proficient IT skills in Microsoft Office
• Excellent communication skills including negotiation skills.
• Strong organisational skills and attention to detail

Desirable Qualifications and Experience

• Experience of preparing rotas to ensure staff utilisation, fair allocation of work and compliance with working time regulations
• Experience of working with lone workers and across geographic areas.
• Two A-Levels or NVQ Level 3 or equivalent.