Job Title Safeguarding and Complaints Manager Job Overview The Safeguarding and Complaints Manager will be responsible for managing all complaints and safeguarding incidents within the organization, ensuring that all issues are resolved satisfactorily and promptly. This role supports the Care Director in operational processes and policy implementation to ensure the efficiency and compliance of all teams. The primary focus will be adherence to standards set by the Care Quality Commission (CQC), Local Authority, NHS, and British Standards Institution (BSI). A key part of this role involves analyzing complaint trends and safeguarding issues, presenting findings to the Senior Management Team (SMT), and proposing improvements to enhance the overall service. You’ll work in line with Abbots Care values, promoting an open and engaging culture where everyone feels heard. This role reports directly to the Care Director, requiring weekly and monthly reporting as evidence of compliance for the CQC, Local Authorities, and BSI. Main Duties and Responsibilities Act as the primary point of contact for all incoming complaints and safeguarding matters, aiming to resolve issues early on to enhance satisfaction and efficiency. Conduct comprehensive investigations into complaints and safeguarding issues, overseeing the entire process from initiation through to resolution. This includes attending any Safeguarding Adults Framework Assessment (SAFA) case conferences when necessary. Analyze the root causes of complaints and safeguarding issues, providing clear and actionable guidance on how to improve processes and prevent future occurrences. Maintain accurate and detailed records of all complaints and safeguarding cases for accountability and tracking purposes. Clearly communicate findings, conclusions, and any recommendations in both written and verbal formats, offering confidence and clarity to stakeholders. Think strategically and assist in decision-making processes that have significant impacts on clients and the organization. Support the management of Extra Care schemes to ensure high-quality service delivery. Assist the Data Protection Officer in handling requests for information in line with General Data Protection Regulation (GDPR) requirements. Collaborate closely with the Quality Manager and Care Director to ensure regulatory compliance with CQC standards Conduct regular audits of business processes, verifying that they meet organizational targets and comply with all regulatory standards. Review and assess on-call reports to identify any areas of concern, implementing appropriate action plans where necessary. Prepare timely, precise, and insightful reports for the Leadership Team and relevant regulatory bodies. Ensure that service users’ interests and preferences are always at the forefront of your work, maintaining a person-centered approach. Set and track daily Key Performance Indicators (KPIs) and provide weekly updates to senior managers. Attend service user meetings and activities, including annual general meetings, tea parties, and summer gatherings, to foster a sense of community. Mentor and support new and existing team members to foster development and ensure consistency in delivering quality service. Ensure compliance with all relevant legal and legislative requirements to safeguard organizational standards. Draft various correspondences while maintaining strict confidentiality around client information, carefully monitoring all company systems to prevent unauthorized access. Adapt to changing market conditions and challenges with resilience and a proactive mindset. Person Specification Experience Proven experience in a similar role, with direct involvement in complaints handling and safeguarding processes. Demonstrated experience working with a variety of stakeholders, including senior management, on sensitive and complex issues. Strong client-focused approach with a commitment to providing high-quality customer service. Comprehensive understanding of regulatory standards governing interactions with clients. Excellent written and verbal communication skills, capable of articulating decisions with clarity and sound judgment. Proficient at building positive and collaborative relationships, both internally and externally. Known for meeting deadlines consistently and working effectively in a fast-paced environment. Skilled in analytical and investigative techniques, enabling prompt and fair conclusions to be reached. Strong organizational abilities with a dedication to person-centered care and building trusting relationships with service users. Essential Skills and Qualifications Level 3 qualification in Health and Social Care, with a willingness to develop further. Capable of working independently, with effective planning and workload management skills. Ability to remain calm under pressure, demonstrating adaptability and resilience. Problem-solving orientation with a curious and proactive approach to challenges. Personal and Training Qualifications Expected to complete all mandatory training requirements in line with Abbots Care policies and maintain up-to-date certifications. Willingness to train to Level 4 or 5 in Health and Social Care. Equality Uphold equal rights and fair treatment in all interactions with personnel and service users, fostering a culture of consultation and respect. Confidentiality Ensure responsibilities for confidentiality, conducting any personal or sensitive discussions privately. Maintain security of all Care Worker and Service User files, ensuring data protection compliance. Safeguarding Collaborate with the Care Director and other managers on all safeguarding matters, balancing confidentiality with the need to address health risks or wrongdoing when necessary. Security Take responsibility for office security, especially when working alone. Ensure personal safety by keeping office doors locked and only allowing identified personnel access. Communication Oversee clear handover methods and establish links to promote integrated, multidisciplinary working. Make referrals as needed. Policies and Procedures Consistently read, understand, and adhere to all policies, codes of conduct, and care philosophies. Risks, Hazards, and Reports Follow health and safety policies, identifying and reporting risks. Report any suspected abuse, harassment, or incidents. Complaints Act on complaints per policy, reporting unresolved concerns. Document all compliments as well. Reports Complete weekly reports for directors, attending supervision and 1-2-1 sessions. Audit and Sampling Conduct quarterly audits and assist with general audits as needed, updating records for nonconformity. This job description is a guide and may evolve as the position develops.