Scheduler/Client Care Coordinator

Job Purpose

To perform a variety of duties in the coordination of scheduling and community support for clients whilst providing the highest quality of service to clients.

The Role

• Understand and build effective and efficient schedules around our clients and Care Professionals.
• Ensure schedules are prepared, considering travel time, holidays, training and last-minute cancellations.
• Be responsive to changes in the schedule and liaise with relevant team members.
• Match Care Professionals to new clients in conjunction with client services team and arrange introductions.
• Ensure client schedules are matched to their needs, with the same Care Professional and the same times each week, where possible.
• Develop excellent relationships with both clients and Care Professionals so both can enjoy positive experiences.
• Work with the recruitment team to ensure sufficient current and future staffing levels are met.
• Add and maintain all client and Care Professional information onto to the electronic scheduling system and Home Instead software.
• Support care consultations, service reviews and completing client support plans.
• Support care consultations, service reviews and completing client support plans.
• Conduct staff supervisions and client QA’s.
• Create, update and audit client care plans and assist with digital care planning.
• Maintain accurate client and Care Professional records on Home Instead software and People Planner.
• Conduct client and Care Professional introductions.
• Carry out client reviews and action these accordingly.
• Support and mentor Care Professionals.
• Provide support to the Client Experience team.
• Participate in on-call duties as required.
• Carry out any other duties deemed necessary for the successful operation of the business.
• Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.

Essential Criteria

• Level 3 NVQ in Health and Social Care or equivalent.
• Experience in the care sector delivering a wide range of personal care services.
• Experience of working with MAR sheets and medication in a supervisory role.
• Passion for delivering the highest quality care to our clients and helping them to live independently and happily in their own homes.
• Knowledge and understanding of legislation and regulations specific to Health and Social Care.

• Experience of working in a scheduling role within a home care or other relevant environment such as logistics.
• Good working knowledge of IT systems with experience of Microsoft Office or Google Suite and CRM software with the ability to learn and adopt new technologies where appropriate.
• Highly resilient and positive with excellent communications skills.
• Excellent organisation and prioritisation skills with the ability to work calmly and accurately under pressure.
• Team player with strong interpersonal skills with the ability to build rapport quickly.
• Excellent attention to detail with the ability to multi-task.
• Logical and analytical with the ability to work on own initiative and meet deadlines.

Competencies

Core Competencies

Role Specific Competencies

Driving Results

Adapting to Change

Customer Focus

Planning & Organising

Influencing

Resilience

Teamwork & Collaboration

Communication & Relationship Management

Living Home Instead

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