Job responsibilities
To lead a team of Mobile Responders - Provide ongoing monitoring, support and supervision to
support workers.
The post holder will ensure that services are delivered to the highest standards, providing robust
quality assurance, compliant with all legal and statutory requirements and within an effective and
efficient performance management and budgetary framework.
Specific duties and responsibilities:
Work closely with the Deputy Response Service Lead and other relevant colleagues creating
person centered and CQC compliant support plans.
Attend the customers first visit from the Wiltshire Support At Home Urgent Care & Telecare
Response service to introduce the service and support the customer in understanding the
support approach.
Be able to undertake risk assessment and encourage positive risk-taking approach.
Complete risk assessments which may include environmental, medication and mobility,
working with customers and support workers to manage risk and record actions and
strategies agreed.
Instigate where appropriate the management and oversight of the correct procedures for
carrying out Medication Assessments and the completion of paperwork to be placed in the
customers home for Mobile Responders
Liaise with health colleagues to raise any concerns and seek appropriate instructions and
guidance
Work collaboratively with partners, this may include Health Teams, Care Homes, Care
Agencies and Hospitals. Have a good understanding of the discharge process and
requirements of supporting people recently discharged from hospital, take responsibility for
ensuring that relevant information (health conditions and medication) is gathered, and
systems are in place to ensure the customer and staff remain safe and risks are managed
appropriately.
Assist in the provision of appropriate safe care, in accordance with the regulations and
quality standards. When leading out of hours cover, initiative will need to be taken to ensure
the team are following correct procedures.
Have a thorough knowledge of CQC regulations and how they enforce them through the
inspection process.
Complete, distribute and monitor paperwork required by CQC registration, and held in the
customers home, for the provision of the service, such as medication administration records.
Ensure all paperwork is compliant, thorough and well-maintained to ensure the service is
inspection ready.
Drive effective and consistent communication between professionals and the customer and
their family to ensure all agencies are working in partnership and the risk of duplication and
repetition is reduced.
To respond in a timely and professional manner to referrals and feedback as required on the
progress of these referrals.
Provide customers (and where appropriate their representatives) with information about the
service including expectations and contact details, advising how customers can raise
concerns.
Record all contacts accurately and in a timely way. Keep all information about customers
and their families secure and confidential. Capture and record relevant actions, events and
decisions in accordance with case management principles.
Monitor customers progress and achievement of goals.
Working under the direction of their line manager ensure that the service runs smoothly and
efficiently.
Exhibit good organisational skills and a flexible approach to support the team through any
disruptions/changes within the daily routine.
Report changes in support plan visits to the case manager and allocator as soon as
practically possible.
Liaise with the Senior Allocations Officer to match support workers with customers
Provide information, support and guidance to Mobile Responders to enable them to safely
and effectively provide support as agreed in the support plan.
Ensure that Mobile Responders are working to the support plans and those services are
delivered in accordance with the identified needs of customers.
Deal effectively with on-call/emergency issues, for example covering visits directly or
indirectly when Mobile Responders are sick or absent.
Provide timely feedback to the team of issues arising out of hours. As the Care Coordinator,
decisions will need to be made with authority.
Participate in transfers of customers requiring further support to another internal team or
alternative provider.
Positively engage in regular supervision sessions, preparing appropriately and ensuring
agreed actions are undertaken in an agreed time frame.
Monitor and provide support to a small group of Mobile Responders ensuring that their
performance in the delivery of the service meets the required standards.
Promote continued professional development, reflective practice and evidence-based
learning. Alert the Deputy Response Service Lead to any concerns. Participate in the
appraisal of a staff.
Where improving work performance or HR procedures are implemented support and work
under the direction of the Deputy Response Service Lead.
Provide additional support where development needs are identified, undertake in service 1:1
training where appropriate, participate in the delivery of in-service training to small groups of
staff.
Under the direction of the Deputy Response Service Lead participate in the Induction of new
staff, this may include arranging, mentoring with another staff member, shadowing and in the
field training.
