Electronic Call Monitoring Officer inLiverpool inLiverpool PUBLISHED 25 AUG 2024

About The Role



Position:
ECM Officer


Salary: £
23,920 (Based on 40 hours per week - Need to be flexible)


Hours:
Monday to Sunday between the hours of 7am - 10pm


Location:
Main base for the post-holder will be located MerseyCare Julie Ann Ltd

Suite 1, Liverpool Innovation Park Bayliss, 2 Edge Ln, Liverpool L7 9NJ.

We are looking for warm, charismatic, and friendly individuals who can support care staff make a difference to our clients lives.

A caring individual who is passionately committed to assisting the Care Manager and the Compliance Manager to improve client care.

Ideally, you’ll be able to drive and have access to a car and previously worked in a domiciliary care setting.

Job Opportunity


ECM - Call Monitoring Officer


Electronic Call Monitoring Officer is to ensure that scheduled visits to customers are compliant with both CQC regulations and the commissioning authorities contractual call/response frameworks, to ensure compliance and safeguarding both customers and frontline care staff is maintained to a high standard. The post- holder report issues that arise on a day by day basis to the Compliance Team, but managed overall by the Care Manager.


Caring -
Towards our customers, colleagues and about our role within the business.


Achieve -
High standards in everything we do to ensure quality underpins the business.


Respect -
Our customers, our colleagues, and stakeholders at all times.


Encourage -
Customers and colleagues to achieve the best outcomes possible.


Essential Skills



Main Duties & Responsibilities:

• Using Access People Planner to monitor frontline staff to verify they have started work and are at the right service user at the right time, reporting any areas on non-compliance, concerns, unallocated visits are highlighted to the Care Coordinator without delay.
• At the end of each shift carry out a review to confirm all visits are complete and confirmed on the system, reporting any changes/unallocated visits to the Care Coordinators.
• Monitor 'no alerts', alerts, activities on Access Care Planning and carry out appropriate action/controls to resolve non-compliance issues, reporting any trends that might impact the services users directly to the Compliance Manager.
• Compile each week statistical data from Access People Planner for the Compliance Manager to highlight the number of ‘late for work’ episodes including any noticeable trends which impact on compliance.
• Monitor on a daily basis ‘short calls’ which fall outside of the allocated time, seeking verification of the reasons behind non-compliance, reporting concerns or issues directly to the Compliance Manager.
• Carry out a monthly audit using Access Care Planning to identify the number of ‘short call’ incidents and verification outcomes, providing a summary report for the Compliance Manager, highlighting any trends of other significant issues.
• Ensure that all frontline staff are trackable through the GPS on their mobile phones to comply with MCJA Care Services Lone Working Policy and compliance standards, reporting any issues or concerns with tracking directly to the Compliance Manager.
• Carry out ‘spot checks’ to ensure that frontline care staff are where they are scheduled to be and are at the customers home, reporting any failures to attend/ short calls and/or other notable issues directly to the Care Coordinators, also informing the Compliance Manager.
• Advise the Compliance Manager of any recurring alerts, trends arising, for example delivery times, for further investigation to support data cleansing.
• Provide cover for colleagues within the team during periods of planned/unplanned absence as required to ensure that all calls are maintained and compliant.
  
  

Other Duties & Responsibilities

• Keep abreast of Regulation which governs adult social care including and changes to CQC regulation and policy including any contractual changes to services.
• Ensure MCJA’s Safeguarding, Infection Prevention and Control, Equality and Human Rights, Dignity Respect and Choice policies and procedures are embedded in the role.
• Maintain a good working relationship with other departments within MCJA for example, the Care Coordinators and Assessment and Review Team to ensure that effective working and communication is maintained.
• Ensure all staff members are provided with support and guidance and feel valued as part of a team.
• Ensure compliance with all statutory policies and procedures, in terms of GDPR, Health & Safety at Work Act 1974 and Disciplinary and Grievance, Equality and Human Rights.
• Ensure compliance with the UKHCA codes of practice and rules and MCJA policies and procedures contained in the Staff Handbook and MCJA Code of Conduct.
• Ensure that departmental resources are used efficiently and efficiently.
• Participate in planned supervision with the Care Manager.
• Undertake mandatory training as required and maintain CPD as identified and agreed with the Care Manager as part of supervision and/or as part of an annual appraisal of performance.
• Act, as an ambassador for MCJA when representing the Company when required at events and meetings etc.
• Ensure that the values and ethos of MCJA are always upheld.
  
  

NB: This list is not exhaustive. The post holder will from time to time be expected to undertake other duties which will be allocated with due regard to the individuals’ skills, experience and ability and in agreement with the Care Manager.



About Company


MerseyCare Julie Ann is one of the leading providers of homecare services in the North West.

We are celebrating 19 years of care in Merseyside. We pride ourselves on delivering only the highest standards of care for our clients, in their own homes