Care Navigator ManagerFAM00741
The Care Navigator service is a visiting service offering free impartial advice aimed at people over the age of 50, in addition we have Care Navigators and Health & Housing Coordinators based within the Integrated Discharge Teams at an East Kent and West Kent Acute Hospital, offering support and advice to help patients discharge quickly, safely and effectively.
Care Navigator Manager
Department: Care & Support
Reports to: Operations Manager
Reporting Line: Care Navigators and Health & Housing Coordinators
Salary: £25,000 F.T.E.
To lead, manage and motivate staff to provide a person centred service to promote psychological, social and physical well-being and inclusion of clients by facilitating a planned and informed approach to life choices. Ensure the team is responsive and achieves its objectives in line with Family Mosaic policies, vision, strategy and principles of best practice.
Lead, manage and motivate a small team of Care Navigators and Health & Housing Coordinators to deliver an excellent service that is responsive and meets the standards and objectives as outlined in the service specification and to include meeting internal and external performance targets.
Oversee staff management to include regular documented one to one meetings, annual appraisals, sickness monitoring, capability and disciplinary as well as strong performance management of staff so as to develop individuals and improve where necessary service delivery.
As required attend commissioner, partner and stakeholder meetings.
Contribute to an on-going programme of publicity and promotion of the services ensuring “hard to reach” older people are able to access the service. This will include BME groups, people with physical, sensory and cognitive disabilities and those people living in rural areas or confined to their home.
Clearly explain the remit of the service to a range of professionals as appropriate to include marketing the service through a variety of outputs to include but not limited to: partner organisations, events, seniors groups.
To collate performance monitoring data, statistics and case studies for the services you will manage. Analyse information and report monitoring statistics, monthly quarterly and annually to manager and external commissioners.
Use resources effectively by managing own workload to maximise the benefit of the service.
To work in collaboration with other Family Mosaic departments to develop a customer orientated culture, ensuring that a seamless service is delivered to clients. Ensure audit checks are made on a selection of actions initiated to ensure the client has received a satisfactory service and that key performance indicators are met.
Receive information by verbal and written means and relay relevant personal data as applicable with an emphasis on the Family Mosaic code of conduct and Data Protection policies.
Investigate and respond to client enquiries and complaints and ensure they are resolved effectively and efficiently ensuring timescales are met in line with our complaints policy timeline.
Ensure accurate records both paper and electronic are maintained to evidence compliance with the service specification, commissioner requirements and internal and external key performance indicators, forming part of our continued performance programme and ensuring confidentiality at all times.
Ensure that correspondence and comprehensible file notes on all contacts with or about the clients are kept on file and that file notes are factual and free from personal opinions and where appropriate, are clearly identified as confidential.
Participate in reviewing policies, procedures and systems to make services more efficient and effective.
Identify personal development needs and action where appropriate. Attend mandatory training and relevant training as requested and participate in customer reviews, team meetings and training courses.
Implement the association’s equal opportunities policy as an integral part of all duties and observe the letter and the spirit of the policy at all times.
Implement and maintain safe practises at all times in accordance with Family Mosaic’s health and safety policy.
Implement effective safeguarding practice for vulnerable adults and children in accordance with Local Authority and Family Mosaic policies, guidance and protocol.
Work in collaboration with other Family Mosaic directorates and colleagues as required.
Undertake such other duties as are appropriate to meeting the responsibilities, policies and procedures and whenever reasonably instructed, which may include working outside normal working hours.
Of leading and managing a team, supporting, coaching and motivating staff with demonstrable experience of producing results
Of developing effective professional relationships.
Of working in a customer service environment.
Of dealing with a wide range of people including clients, staff, commissioners and external agencies.
Knowledge and Understanding
Working to common goals and targets as part of a team.
Understands the importance of a client centred service.
Understanding of the needs of our client group and the benefits of a flexible, outcome focussed and personalised support service.
Knowledge and awareness of products, solutions and information on related services provided by the statutory and voluntary sector.
Understanding of confidentiality and data protection issues.
Understanding of the need to collect data and the benefits for the service.
Knowledge of equality, diversity and inclusion as they relate to the designated client group
An understanding and commitment to customer service objectives and be able to meet the needs of both the internal and external customer.
Skills and Abilities
Well organised with excellent time management skills, able to arrange and manage workload demands, determine priority tasks, meet tight deadlines and achieve goals.
Able to communicate effectively and appropriately with clients, team, stakeholders and partner organisations both verbally and in writing using easy to understand plain English.
The ability to access appropriate resources for evidence-based practice.
Demonstrable commitment to equality and diversity and a genuine desire to help people with disabilities and/or support needs.
Fully understands relationships between work processes and the organisation and their impact on work; uses this knowledge in own area to improve work process.
Acting as a facilitator to resolve conflicts within a team or to maximise the success of the team and maintain effective and supportive relationships with peers and partners.
Comprehensive IT skills to include a working knowledge of Microsoft Word, Excel, Outlook and Internet. You will be able to make the most effective use of IT systems with attention to detail using available databases.
Ability to travel across a wide geographical area in a timely and flexible manner.
Polite, confident and self-motivated.
Well organised and able to work under own initiative. Responding positively and proactively to changing demands and new developments.
Able to prioritise competing demands effectively and meet tight deadlines.
Able to work outside your designated days/hours as required.
Willing to train and gain qualifications to enhance own ability to undertake role.
Able to work in other locations as required.
You will need to have access to a car or other independent means of transport.
No back ground check is required for this role.
Further job information is available here.