Team Leader

Purpose

As a Team Leader you must ensure the organisation provides a consistent high-quality service to individuals by leading and organising a team to achieve high levels of continuity of service.

Assisting the Care at Home manager in ensuring the effective and efficient provisions of a quality Care and Support Service in order to meet the needs and aspirations of individuals, their families, and friends, and to meet contractual obligations, statutory requirements, and pre-determined service delivery standards.

Offer practical, flexible assistance, tailored to the individual, which promotes independence, improves confidence, and provides support to maintain social networks as detailed in the individuals Service Plans.

Have operational supervisory responsibility for a team of PSA’s operating in this service, providing operational supervision and support in line with objectives and standards.

Duties & Responsibilities

• Ensure customers receive a consistent high-quality service delivered by the staff team they have chosen themselves.
• Maintain regular communication with customers and manage any day-to-day enquiries in relation to their service.
• Risk manage the customers service on an ongoing basis and regularly review and update the risk assessment.
• Escalate and report immediately to a Care at Home Manager:
  • A change in a customers condition
  • Any other problems that may have or could arise
  • Anything that would fall under safeguarding
  • Helping give medication in strict accordance to care plans

• Liaise with other agencies, statutory bodies, and other groups to ensure overall consideration and the proper co-ordination of all the customers care and support needs.
• Review customers service plans at eight weeks, six months and thereafter annually recording progress against goals and changes.
• Provide regular communications with customers about the service and any new service developments and to evidence this communication to the CRM.
• Work in line with the customer first programme and actively monitor customer satisfaction including feeding back in ‘a timely’ and positive manner.
• Make sure that all customer enquiries are handled efficiently and effectively within the groups SLA (two working days).
• Engage positively and regularly with the co-ordination team and the customer services manager to ensure customer needs and aspirations are reviewed regularly and service adjusted.
• Assess customers and negotiate appropriate care and support plans including careers, families, and other agencies where appropriate.

Staff responsibilities:

• Provide supervision to all team members on a day-to-day basis, including being the first point of contact for any queries in relation to service delivery.
• Ensure staff operate safely at all times and in line with the agreed risk assessments, and respond to safeguarding alerts made by staff via the mobile app.
• Uphold and demonstrate to your team how the values and behaviours of the group are upheld.
• Work flexibly and consistently to a high standard to meet customer needs and aspirations.
• Support the PSAs in your team to ensure they carry out their duties in a professional and consistent manner through understanding their role and schedule of work.
• Maintain and respect customer confidentially at all times.
• Act as a mentor to new members of staff and provide on-going support following their induction into the role.
• Carry out regular and on the job supervisions for your team ensuring compliance with CQC requirements, group policy & procedures, and quality standards.

Other responsibilities:

• Participate in team meetings and to contribute and work effectively as part of a team.
• Engage in training activities to maintain and update professional knowledge and skill to the standard required of the post holder and reflecting the developments in the field.
• Undertake any other duties that may be necessary to comply with the demands of the essential standards of quality and safety.
• Work in line with and comply to GDPR.

Requirements

Essential:

1. Minimum Health and Social care level 2 or similar qualification
2. Demonstrate understanding and working knowledge of the Health and social care act 2010
3. Knowledge and understanding of the application of quality issues and good practice in relation to the client group and service quality.
4. Clear and concise communication skills, both verbal and in writing.
5. Evident customer care skills.
6. Using IT and in-house systems to produce staff rotas.
7. At least 2 years experience in a social or health care setting.

Beneifts

1. National living wage employer
2. Qualification for blue light card
3. 27 days holiday including well-being day
4. Generous pension scheme
5. Staff referral scheme
6. Annual thank-you events