Complex Care Manager

Job Introduction

Complex Care Manager based in Southwest 
Salary £32,000 + £3,000 car allowance
Permanent 
Field based

We are currently looking for a Complex Care Manager to join our Bespoke and Team Brain Injury Support teams, part of the Acuity Care Group. As Complex Care Manager, you will be responsible for managing support packages with varying requirements.  This is a field-based role involving regular travel across the Southwest region such as Bath, Bournemouth and Exeter as well as working from home. You will also be required to travel to the offices in Nottingham and Southampton for regular team meetings.

Acuity Care Group is dedicated to providing exceptional, person-centred care services, with our team specialising in complex care, brain injury, spinal support, and learning disability and autism. We are committed to doing our best and providing an excellent service for the people we support, ensuring they receive the highest standards of care and achieve their fullest potential.

To be successful in the role, you will need to have a genuine passion for delivering high standards of care and be committed to really making a difference to the lives of the people we support. You will also need to be able to demonstrate tenacity, drive and self-motivation. Excellent communication skills are key to this role and you must have some previous experience of managing a team in a similar environment.

Reporting to the Operations Manager, this is a varied role, involving regular contact with the people we support, their families, ICB’s and clinicians, to ensure that competent support workers deliver excellent support.

Key responsibilities include:

Managing the needs and requirements of the people we support:

• Conduct thorough assessments to understand the unique needs and preferences of each individual.
• Develop and implement personalised care plans that address medical, emotional, and social requirements.
• Regularly review and adjust care plans to ensure they remain relevant and effective.

Inducting Support Workers:

• Organise comprehensive induction programs for new support workers, covering company policies, procedures, and best practices.
• Ensure that new hires understand the specific needs of the individuals they will be supporting.
• Provide initial training on any specialised equipment or techniques required for complex care.

Supervising and supporting your teams:

• Provide ongoing supervision and mentorship to support workers, fostering a positive and productive work environment.
• Conduct regular performance reviews and provide constructive feedback to help team members improve and grow.
• Address any issues or concerns promptly to maintain high standards of care.

Attending regular meetings with your clients and ICB contacts:

• Schedule and attend regular meetings with clients, their families, and integrated care boards (ICB) contacts.
• Communicate effectively to ensure all parties are informed and involved in care decisions.
• Address any concerns or feedback to continuously improve the quality of care provided.

Spot checks & supervisions:

• Conduct unannounced spot checks to ensure support workers are following care plans and company procedures.
• Perform regular supervisions to monitor the performance and well-being of support workers.
• Provide immediate guidance and support if any issues are identified during spot checks.

Incident management and investigating:

• Take prompt action to manage and resolve any incidents that occur, ensuring the safety and well-being of all involved.
• Conduct thorough investigations to determine the cause of incidents and prevent future occurrences.
• Document all incidents and investigations accurately, maintaining clear and comprehensive records.

Providing regular reports and updates:

• Prepare detailed reports on the progress and status of the individuals we support.
• Keep the people we support, their families, and ICB contacts informed with regular updates on care and any changes to care plans.
• Ensure all reports are accurate, timely, and adhere to company and regulatory standards.

Back up for the on-call team – on a rota basis:

• Participate in the on-call rota to provide support and assistance outside of regular working hours.
• Be available to address urgent issues or emergencies, ensuring continuity of care at all times.
• Communicate effectively with on-call team members to ensure a seamless transition and handover of responsibilities.

Skills, knowledge and expertise:

Excellent communication skills:

• Demonstrated ability to convey information clearly and effectively to individuals at all levels, including clients, families, and team members.
• Proficiency in both verbal and written communication, ensuring accurate and empathetic interactions.
• Strong listening skills to understand and address the needs and concerns of clients and staff.

Previous experience of managing clients within the community:

• Proven track record in managing and coordinating care for clients in a community setting.
• Experience in developing and implementing care plans tailored to individual needs.
• Ability to build and maintain strong relationships with the people we support, families, and other community stakeholders.

A passion for delivering excellent client service:

• Genuine enthusiasm for providing high-quality, person-cantered care.
• Commitment to going above and beyond to meet and exceed expectations.
• Focus on continuous improvement and seeking feedback to enhance service delivery.

The ability to organise a busy workload and prioritise effectively:

• Strong organisational skills with the capability to manage multiple tasks and responsibilities simultaneously.
• Effective prioritisation to ensure that urgent and important tasks are completed in a timely manner.
• Utilisation of time management techniques to maintain productivity and efficiency.

The ability to work effectively both independently and as part of a team:

• Demonstrated ability to work autonomously with minimal supervision, making sound decisions and solving problems as they arise.
• Strong team player who collaborates well with other internal departments, contributing to a positive and supportive work environment.
• Flexibility to adapt to various roles and responsibilities within the team as needed.

Proficiency in MS Office and be comfortable picking up systems quickly (experience of using SharePoint and People Planner would be advantageous):

• Proficient in Microsoft Office applications, including Word, Excel, and Outlook, with the ability to create and manage documents, spreadsheets, and emails efficiently.
• Quick to learn and adapt to new software systems and tools.
• Familiarity with SharePoint and People Planner is a plus, but not essential.

A full UK driving licence and access to your own vehicle:

• Possession of a valid UK driving license and access to a reliable vehicle for travel between locations.
• Ability to transport yourself and others as required for client visits and other job-related duties.
• Business insurance is essential

Candidates will also ideally hold an NVQ Level 3 (or equivalent) in Health & Social Care or a related topic or be willing to study towards this:

• Ideally hold an NVQ Level 3 or equivalent qualification in Health & Social Care or a related field.
• Willingness to pursue further studies or qualifications to enhance skills and knowledge in care management.

Experience with Care Quality Commission (CQC) regulations and standards is essential.

Familiarity with brain injury care would be advantageous but is not a requirement for the role.

Benefits

• 25 days annual leave + statutory bank holiday for permanent employees or equivalent
• Pension contributions
• Collaborative and supportive working environment.
• Car allowance
• Statutory maternity/paternity leave

Commitment to Health and Wellbeing

Our people also enjoy a wide range of benefits, including:

• 24/7 Free Access to a GP
• Health Cash Back Plans
• Wellbeing Programmes
• Retail and Supermarket Discounts
• Cost of Living Advice
• Confidential Advice Services
• Gym and Leisure Centre Discounts
• Free Counselling Sessions, including Cognitive Behavioural Therapy

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