Care Coordinator

Job summary

Role Purpose

To coordinate a safe, high-quality domiciliary care service by managing rotas and scheduling, maintaining compliance standards, supporting care planning and assessments, and stepping in to deliver care in the community when visits would otherwise be missed.

Reporting to

Deputy Manager

Location / Coverage

St Albans, Hatfield, Welwyn and Welwyn Garden City areas

What we look for

· Passionate about putting people first and delivering safe, person-centred care

· Proven ability to manage fast-moving schedules, competing priorities, and day-to-day changes

· Calm under pressure — able to make decisions quickly and confidently

· Superb communication skills with carers, clients, families, commissioners and professionals

· Strong organisational, time management, admin and customer service skills

· Solid understanding of domiciliary care

· Understanding of CQC standards, regulations, and required timescales

· Good IT skills (scheduling systems, digital care plans, reporting) and strong PC literacy

· Proactive, flexible, solution-focused approach

· Reliable, accountable, values-led, and confident coordinating a team of healthcare workers

· Career-focused, wanting to develop and learn

· Previous experience in scheduling and/or a similar care coordination role (including Care Coordinator experience)

· NVQ/QCF Level 3 in Health and Social Care / Adult Care (desirable)

· Full UK driving licence and access to your own vehicle (Non – Negotiable)

Non-negotiable expectation (mandatory hands-on cover):

· Where staffing capacity is unavailable and visits would otherwise be missed, you will be required to attend and deliver care calls in the community yourself, in line with your training, competency, and company policies.

Main Responsibilities

You will:

· Coordinate the delivery of care using the care scheduling system/ECM

· Plan, manage and maintain effective staff rotas for clients and carers.

· Organise rotas by effectively matching carers with clients (skills, location, continuity and preferences)

· Oversee a team of support staff to ensure all client calls are covered and attended.

· Respond rapidly and efficiently to day-to-day changes (sickness, lateness, cancellations, new clients/referrals, hospital discharges)

· Keep the online/electronic scheduling system (CLL) accurate and updated in real time

· Liaise with carers, clients and families to ensure smooth, consistent service delivery and excellent customer service

· Build relationships with commissioners, professionals, clients and family members

· Support care quality by ensuring care plans, client notes and risk assessments are updated, followed, audited and actioned

· Write care plans, conduct care assessments, and develop tailored care packages.

· Coordinate care hours and support the Deputy Manager to deliver a high-quality care service Confirm scheduled calls and verify visit attendance using the monitoring/verification system, acting immediately on late, missed, or unverified visits.

· Carry out welfare and courtesy follow-up calls to clients/families where required.

· Investigate and document visit exceptions (e.g., missing check-in/out, shortened calls, rota discrepancies) and escalate concerns appropriately.

· Verify contracted hours and care package delivery to ensure the service provided matches commissioned/authorised provision.

· Check and validate care hours for payroll and billing accuracy, including amendments and authorisations.

· Ensure the correct pay rates, mileage/travel time rules, and contract terms are applied accurately where relevant.

· Hand out review/feedback cards to clients and families and encourage completion, Follow up review cards/links and feedback promptly

· Log compliments, concerns and complaints and support timely resolution and service improvement actions.

· Help compile risk assessments for activities and ensure the right equipment is available throughout the trip.

· Carry out spot checks with carers and clients to review service delivery and identify improvement actions.

· Ensure staff and clients have access to appropriate PPE and that it is used correctly.

· Ensure carers attend staff meetings, supervisions and trainings.

· Escalate safeguarding and quality concerns appropriately and promptly.

· Participate in the on-call rota and hold the on-call phone on a rotating basis (additional payment provided)

· Support the ongoing growth and development of the branch