Job Description To provide Care Professionals with line management support, ensuring that they are providing a high-quality service in accordance with Home Instead policies and procedures Responsible for manning the out of hours telephone line. Responsible for responding to queries from Clients, Care Professionals, family members and 3rd party professionals. Responsible for sourcing suitable cover for care calls at short notice when Care Professionals are unable to work. Responsible for communicating to Care Professionals any changes to their rotas. Responsibility for ensuring all Clients notes are kept fully up to date on any Care Professional changes, such as changes to visit times. Ensure that all complaints and concerns are escalated appropriately to Care Manager and documented in the handover to the office. Weekend and bank holiday out of hours support facility on an agreed basis or as required.