Providing Quality Care

Bluebird Care started as a small family business in 2004, and today we are proud to be one of the largest providers of home care services across the UK. But what makes us different?

We’re committed to keeping people in the comfort of their own homes, so we help with anything from everyday tasks around our customers’ homes to complex care needs. We appreciate that every customer is different, and this is why every day will be different.

Roles and Responsibilities as a Complex Care Manager 

In this role, you will be working closely with the Complex Care team and also have a role as Quality Coordinator. For clarity, the job description for both roles is outlined separately.

It isn’t always about previous experience although, for this senior role, there is a requirement to have a working knowledge of Epilepsy and Neurodiversity.

Complex care Manager

Our goal is to support our customers with complex needs in all aspects of their day-to-day living, so they can enjoy the best possible quality of life. With your expert knowledge and experience in Epilepsy, Autism Spectrum Disorder, Learning Disabilities, and/or other specialist areas you will also act as a role model and mentor for other support workers.

You will be fully aware of the challenges and rewards of supporting customers with specialist needs. Compassion, good communication skills, and a calm and caring manner are essential for this important role in our company.

We aim to develop our Complex Care Customer Care provision for Bluebird Care Wiltshire North and the Complex Care Manager will work as an integral member of this development team

Key Responsibilities

To help coordinate the safe, reliable, compassionate care and support to meet the individual needs and wishes of each customer. You will be working closely with the members of the Complex Care team, the Customer, and their family.

Each person has a unique lifestyle. You will respect each customer’s choice about how their care and support is given and promote their dignity even at the more difficult times.

You will act as a resource for the team so we can support people with complex and specialist conditions to live well. You will be clear about when to seek help and advice and when to report any changes or causes for concern to your line manager.

The role is broad and multifaceted. You will need to have the skills to adapt quickly to changing goals and parameters of care. The role includes:

• Close working with Colleagues and the Complex care team
• Supervision and line management of our support team
• Excellent communication skills both verbal and written
• Attention to detail with accurate and timely documentation
• Communicating with and liaising with the Local Authority, Social Services, Customers Advocates, Safeguarding, and other key agencies when needed
• Supporting the Complex Care team in the provision of the highest quality of care for our customers
• Create specialist care and support plans for our customers
• Ensuring that the Care professionals have the skills and training to safely care for our complex care customers.
• Visiting customers and their families for the review of care.
• Working with the Registered Manager to assess, plan, and implement the provision of care for new complex care customers.
• Participate in the on-call Rota evenings and weekends supporting our Care experts and support workers
• When required, to be able to provide care for a customer (this can be at short notice) for example if a care expert or support worker is unwell. (Appendix 1 summarizes the duties of the care professionals looking after customers with complex care for your reference).

This list is not exhaustive, and the role is expected to develop as the Complex Care Manager gains experience and knowledge in this field of care.

We aim to achieve an OUTSTANDING CQC rating for Bluebird Care Wiltshire North. The Complex Care Manager will be a core member of the team working to achieve this goal.

Work in conjunction with the Registered and Team managers:

• To be responsible for monitoring operational activity, to ensure compliance with the standards required by current legislation, regulation, guidance, and good practice standards.
• Maintain current and up-to-date care and quality policies and procedures which are reflective of changes in legislation and best practice
• Ensure CQC and business compliance
• Management and trend analysis of complaints
• CQC notifications analysis.
• Continually review and improve processes.
• Review the standard of CQC notifications and safeguarding alerts.
• Work within the guidelines of the audit system
• Monitoring of service delivery
• Reinforce and promote best practices. policy and procedures
• Feed into the Outstanding strategy
• Operate and perform against KPIs and analyse data to identify themes, trends, and insights and to make recommendations for improvements.
• Identifying training shortfalls and skills gaps.
• Produce reports and improvement action plans
• Monitor and feed into the quality Improvement Plan (QIP)

Person Requirements

• Extensive experience and knowledge of the social care industry
• Evidence of how you have previously not only met the highest standards with CQC but how you could implement such workings into multiple care services
• Ability to analyse and produce a variety of reports.
• Ability to use information management systems to monitor progress and identify key trends, patterns, and themes
• Experience in governance systems and structures including auditing skills, risk management, investigations, complaint handling, and report writing

Work well as part of the Bluebird Care team

• Have a good working knowledge of Bluebird Care policies, procedures, and guidance and the national standards for good quality care at home.
• Participate in training activities to develop your skills and knowledge and to support other Bluebird Care staff.
• As a champion of excellent care, mentor and coach care assistants to develop their knowledge and skills in your area of specialism.
• Act as a specialist resource within the team.

This list is not exhaustive, and you may be asked to carry out additional duties. We will provide you with full training in line with regulatory requirements.

Appendix 1

Duties of our team looking after our Complex Care customers

Care and support

 Use your skills to help each customer make their own decisions and to be in control of their care as far as they are able.

This may include:

• Assisting with medicines, ordering, and collecting prescriptions or returning unwanted medicines to the pharmacy for safe disposal.
• Supporting a customer through temporary and terminal illness, including end-of-life care, hospital appointments, and liaising with community health support and families.
• Perform field-based observations and medication competencies with the team.
• Monitor and respond to complex health needs.

Recording and reporting

• Changes to a customer’s condition or other concerns e.g., faulty equipment or hazards in the home
• Response to emergencies, accidents, incidents, and safeguarding matters
• Contact with families or carers and other professionals
• Induction and training of care assistants in our care and support team 

Role specification

This provides a picture of the skills, knowledge, and experience you must have to carry out the role. You should demonstrate how you meet the ‘essential criteria’ by giving examples where possible. We will use this information to select suitable applicants for this post.

Essential criteria

Personal attributes

Caring and compassionate towards people in need of care and support including those with more complex conditions

Dedicated to non-discriminatory care practice. This means respecting people suffering from a range of medical conditions with different backgrounds and beliefs to your own.

Self-motivated and keen to provide excellent care services. Willing to seek guidance when needed and to follow instructions

Excellent timekeeper and reliable

Excellent hygiene practice (including personal hygiene) and a smart appearance

Good stamina and level of fitness to meet the physical demands of the job

Full driver’s licence – no more than 6 points

Knowledge and understanding

A good understanding of the needs of people who require more complex care and support. A working knowledge of how to give the best possible care and support for each customer evidenced by a relevant qualification (e.g. QCF or SCQF) and training

Respect for the rights of our customers to dignity privacy, choice, and independence as far as they are able. To be non-judgmental and not discriminate when giving care and support

A practical knowledge of why the need to maintain confidentiality is important

A working knowledge of:

• Specialist areas such as supporting individuals with neurodiversity and epilepsy 
• Health and safety when providing home care; and
• Safeguarding people at risk of harm especially those who are less able to express their wishes or concerns

Good understanding of how to apply Bluebird Care’s policies, procedures, and instructions in practice.

Experience and skills

Proven ability to work well, listen, and communicate clearly with customers, their families, peers, and other social and healthcare professionals.

At least 12 months experience of in providing care services for people with complex needs

Good organisational skills.

Proven ability to use own initiative and work alone or as part of a team, especially in an emergency.

Able to give clear instructions and advice to others

Proven ability to keep written records in clear English about the care and support given to each customer, including help with medicines.

Additional requirements

All staff are expected to meet regulatory training standards. You will assist with the training and development of support workers. You must also be keen to participate in ongoing training so you can continue to give good and safe care and support.

A satisfactory ‘enhanced disclosure’ from the Disclosure and Barring Service

Class 1 business insurance and current MOT 

Desirable criteria

Managing, Mentoring, and or coaching/training experience or qualification

It isn’t always about previous experience although, for this senior role, there is a requirement to have a working knowledge of Epilepsy and Neurodiversity.

We want to ensure our customers receive the very best care and support and to do that we need people who are naturally compassionate, caring, and patient. 

 But don’t panic, we’ll ensure you have all the right training and development because we care for our Teams. After all, they care for our customers so it’s important that you feel equipped for the role.

You must have:

• Full and valid UK driving licence
• Access to a car
• Right to work in the UK 
• Excellent level of English
• Working knowledge of Epilepsy medications and management 
• People Management skills and at least 12 months of experience
• Experience in a quality role 

 . 

We can’t care for our customers if we don’t take care of our team so to make this possible, we offer:

• 45p mileage allowance 
• 28 days holiday pro rata plus additional allocation after 2 years of continuous service.
• Full training 
• Ongoing training and support
• Pension scheme 
• Free uniform