Job Description Role Expectations: To proactively work with our clients to ensure they unfailingly receive the highest quality of care provided to them. To understand fully the client’s needs and requirements and respond to them in a timely and professional manner. To deal with any requests for an increase in care, compliments and complaints and all QAs/SRs for clients with their geographical area are kept up to date. Ensure that all the paperwork is accurate, and that People Planner is up to date and accurately reflected. To start care provision with new clients as required, which includes, assisting with Care Planning, inputting information into the People Planner, scheduling the first calls with client and when applicable introducing and supporting new Care Professionals during this process. To proactively liaise with our client’s families and partner with fellow office team members to ensure effective communication channels and highest customer services are provided. To ensure the care provided is fully compliant with CQC and Home Instead Senior Care policies and regulations. This needs to be evidenced in Care planning and documentation used on people planner. Answer each incoming call in a positive, professional, and friendly manner. Respond to client enquiries in a professional manner and arrange client consultations for those clients who are in your geographical area. To then liaise with the scheduling team to provide the Care that has been requested. To actively participate in all Care Professional meetings – This would include being responsible for setting up meeting room, preparing all paperwork for Care Professionals that they may need, organizing sign in sheets, participation in presentation as arranged with the Care Manager, tidying away after meeting. To provide care to clients as needed as requested by the schedulers. To take part in the on-call rota at least 1 night weekly and 1 weekend monthly to ensure adequate out-of-hours cover is provided. This may mean you need to do more than 1 night per week if you are covering holiday. Care Professional: To support the Care Professional team with assessments for the Care certificate when asked to do so – this will involve working alongside a new Care Professional and documenting the visit to reflect how the Care Professional has performed. Respond to any Care Professional enquiries, understanding if they are “Home Instead” if so then book them to see one of the Care Professional Team as a next step. To support recruitment of Care Professionals within the geographical areas - this may include leafletting in coffee shops, joining the Recruiter at coffee mornings, networking with RPNs. To welcome Care Professionals when they come in the office and take time to speak with them and offer assistance as needed.