Residents Service Manager (RSM)
Overview
We are looking for an enthusiastic person to join a team focused on providing quality care. You will have an opportunity to grow with the company and bring joy to the lives of our residents while supporting management with quality assurance.
The role is Monday – Friday, 40 hours per week, excluding bank holidays and weekends.
About You:
Qualifications aren't necessary to become an RSM with us, but previous experience in a similar environment is required. Above all, we're looking for individuals who are personable, compassionate, and genuinely interested in connecting with our residents and their families. Must be able to use a computer along with good communication skills.
Purpose of Position
The focus for the RSM is on the resident’s experience, from carrying out pre-admission assessments to their date of admission and their stay at Broadmead.
As part of the admission process, you will be required to carry out show rounds to potential residents and visitors. Support in organizing access to appointments and services with relatives and external agencies is essential to the overall care and consideration shown.
The RSM will have wide-ranging responsibilities. Fundamental to this role is the requirement to continually develop and improve front-of-house systems and operations to provide an exemplary service to residents and visitors. You will liaise with external services to arrange services that improve and enhance the life of residents.
Excellent leadership and support to the team is crucial. The RSM will facilitate access and pathways for staff development and progress by supporting with training and carrying out observations of practice as per management’s requirements. You will carry out audits and complete action plans as per management's requirements, supporting the management team in improving the services within the home along with marketing and fundraising.
Key Objectives
* Consult with each resident to identify their social and recreational requirements according to their likes/dislikes, abilities, and personal preferences.
* Liaise and consult with staff and relatives regarding the care of residents that may benefit from sourcing external private services.
* Liaise with relatives and staff regarding special individual requirements, such as birthdays and anniversaries, cultural and religious festivals and celebrations, and be aware of the religious calendar.
* Familiarize and connect with all key community resources and carry out marketing of the home.
* Promote the home and its services through social media, newspapers, and magazines.
* Support any volunteers in their role and ensure they receive appropriate induction, training, supervision, and support.
* Carry out risk assessments as required.
* Promote and enhance the existence of the home in the community and encourage the use of communal spaces within the home.
* Work as an active team member with colleagues to ensure the highest standards of care are achieved.
* Undertake any reasonable request that facilitates the resident’s right to choice, dignity, and respect.
* Carry out observations of practice and supervisions with staff members.
* Provide inspirational resources and ideas to the staffing team.
* Attend regular staff meetings and daily handovers to provide feedback to the care team regarding any concerns about a resident’s health and well-being.
* Obtain resident feedback through one-to-one reviews and surveys.
* Attend regular resident and relative meetings.
* Responsible for the smooth running of the reception/front-of-house function and staff; improving systems and processes.
* Manage and keep up to date training sessions and input any external training into the training system, competencies frameworks, and review processes to ensure continued improvement.
* Assist residents with their personal needs in emergency situations.
* Undertake any other duties, within your area of competence, as required by the management team.
* Manage service user’s monies and pay any external services received.
* Ensure that bedrooms are prepared for the arrival of new residents, including decoration as appropriate, cleaning, and correct furnishing.
* Spend time with new residents to help them settle in, liaising with all staff as appropriate.
* Ensure that families of new residents are shown the facilities of the home.
* Take action to resolve small problems or omissions while walking around the home, such as recording maintenance work required and reporting care concerns to management.
* Assist in answering doorbells, call alarm bells, and telephones where appropriate.
* Look after visitors to the home as appropriate, ensuring refreshments are offered.
* Plan and manage lunches for visitors and parties for residents.
* Maintain records and systems for all specific responsibilities undertaken.
Job Types: Full-time, Permanent
Pay: From £12.79 per hour
Expected hours: 40 per week
Benefits:
* On-site parking
Schedule:
* 8 hour shift
* Monday to Friday
Work Location: In person
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