Role Purpose The primary purpose of the Complex Care Manager (CCM) is to organise, facilitate and ensure the delivery of complex home care services in their region, to people with medium to long-term complex care needs living in their own homes.  This service is delivered through teams of care assistants and support workers who report to the CCM.   Accordingly, the CCM has direct responsibility for ensuring the capability and standards of service delivered by these teams. Critical within this role and underpinning the delivery, is the need to operate both flexibly and reliably, whilst fiercely ensuring our values around client centred care are never compromised and that all regulatory compliance standards are diligently adhered to.  The role of the CCM is broken down into two main areas as follows:

1. The set-up and coordination of services for New Clients as assigned by the Operations Manager (OM).
2. The ongoing maintenance of services for existing Clients, ensuring ongoing high standards of care and safety are constantly achieved.

Responsibilities:

• Coordinate the set-up of a new client package, including undertaking the initial assessment meeting with the client to determine their needs. (Upon either on discharge from hospital or transfer from another provider).
• Liaise with Clinicians, who are responsible for defining the clinical care requirements of the package and for providing the clinical training to the support workers, as required.
• Recruitment of suitable Complex Care support workers to manage the care of the client, ensuring candidates are recruited in line with CQC Standards.
• Inducting each complex care worker into Bespoke and the care package that they are assigned to.
• Conduct Environmental, Fire, Movement and Handling Risk Assessments and document accordingly.
• Manage the relationship with Agency Nurses, where these are utilised in the package, ensuring CQC compliance.
• Arrange for the Support worker to undertake shadow shifts from competent individuals who have cared for the client previously. i.e. previous support workers, nurses or family members.
• Supervise the support workers weekly until the support worker has achieved a level of competency in line with all legislation and to BHSC values around client centred care.
• Regularly liaise with the client and support workers to ascertain the running of the client’s package and make necessary alterations for continuation of care.

• Prepare monthly rotas in a timely manner for the care assistants and support workers, and ensure all clients receive service as designated in their care plan.
• Conduct investigations, disciplinaries and grievance meetings, as required from time to time.
• Attend meetings as required (for example - as required by OM, Multidisciplinary meetings and safeguarding meetings).
• Develop high performing carers across the region through effective recruitment and by implementing a strong performance review and development focus; conducting quarterly Team meeting, Supervisions and Spot Checks to ensure Carers and/or Agency Nurses continue to implement the highest standards.
• Leading by example, provide inspirational leadership to motivate and develop direct reports, creating a positive, hardworking, results oriented, can do culture

For more information, please get in touch with Chris via email on chris@permhire.co.uk or call us on +44(0) 203 411 5531