Care Coordinator

Care Coordinator

Job Purpose

The Care Coordinator is responsible for coordinating care services to ensure safe, timely, and person-centred care delivery. The role involves managing staff rotas, monitoring live care visits, auditing operational documentation, and effective communication and collaboration with service users, their families, care workers, healthcare professionals, and internal management teams. The Care Coordinator must ensure that any concerns, incidents, medication issues, or service delivery problems are reported and escalated appropriately to the management team.

In addition, the Care Coordinator supports the organisation in maintaining high standards of care quality, staff accountability, and regulatory compliance, contributing to service improvement, safeguarding practices, and operational efficiency.

Key Responsibilities

Shift Management

• Review updates and receive a clear handover from the previous shift.
• Maintain accurate daily logs of all actions and activities.
• Ensure all operational activities during the shift are documented clearly.
• Provide a complete handover at the end of the shift.

Care Coordination

Coordinate and manage daily and weekly staff rotas ensuring all care visits are allocated and covered.

Ensure accurate travel times and no overlapping calls in the rota.

Ensure care workers attend calls on time and remain for the full scheduled duration.

Respond promptly to staff cancellations, sickness, or emergency situations.

Arrange suitable cover to ensure continuity of care for service users.

Inform service users or families in advance where changes occur.

Ensure permanent rotas are maintained and communicated to clients where required.

Live Monitoring and Night call triggering

• Monitor care delivery in real time to ensure visits are completed as scheduled.
• Respond promptly to issues raised by care staff.
• Ensure no missed or late visits and take immediate action if required.
• Update all rota or call changes in the relevant systems.
• Triggering calls for the night carers and prepare call monitoring report.

Staff Support and Communication

• Maintain regular communication with care workers regarding their schedules and responsibilities.
• Provide guidance and support to staff when operational issues arise.
• Ensure staff are aware of care plans, risk assessments, and service user needs.
• Encourage staff to maintain professional standards and quality care delivery.
• Have regular meetings with staff.
• Identify opportunities for service improvement and staff development.

Client & Staff Communication

• Answer calls professionally and respond to queries from care staff, clients, and families.

Maintain effective communication with service users and their families.

Infor m service users of changes to scheduled visits when necessary.

Address service user concerns professionally and escalate where required.

Ensure services remain person-centred and responsive to individual needs.

• Liaise with internal teams and healthcare professionals when required.

Documentation, Monitoring & Audits

• Maintain accurate documentation within care management systems.
• Conduct daily log audits to ensure entries are complete, accurate, and compliant in line with company policies and regulatory requirements in uk.
• Monitor Medication Administration Records (MAR sheets) where medication support is provided.
• Identify any discrepancies in medication records and follow up with care staff.
• Ensure client records, care plans, medications, and risk assessments are accurate and up to date.

Ensure medication concerns are reported and escalated to the Manager immediately.

Maintain proper documentation of any medication-related issues.

For LD services Care summary has to be prepared and circulated on daily basis.

Incident, Accident, safeguarding& Issue Management

• Address any concerns, incidents, or operational issues identified during the shift.
• Take immediate action to resolve service issues where possible as per the company policy

Identify and escalate safeguarding concerns or risks affecting service users immediately to manager

Ensure risk assessments are reviewed and updated where necessary liase with manger

Support staff in following safeguarding and escalation procedures.

Ensure incidents are reported in accordance with company and UK regulatory requirements in line with company policy

• Manage and document incidents, accidents, complaints, and safeguarding concerns in line with organisational procedures.
• Where an issue cannot be resolved directly, escalate to the appropriate manager following internal procedures.

Reporting

• Support preparation of workforce and operational reports.
• Maintain accurate records of staff absences and shift activities.
• Ensure all shift activities and outcomes are properly documented for operational review.

Working Relationships :

The Care Coordinator will work closely with:

Registered Manager

Care coordinator team

Care Workers

Service Users and Families

Health and social care Professionals

Local Authorities and Commissioners

Administrative and Operational Teams

Key Performance Indicators (KPIs)

Care Coordinators will be assessed against the following performance indicators:

100% rota coverage with no missed calls

Accurate travel times and no overlapping visits

Timely response to call cancellations or staffing issues

Compliance with ECM login/logout monitoring

Completion of daily care log audits

Proper monitoring of MAR sheets and medication issues

Timely escalation of incidents, concerns, complaints, risks, and safeguarding concerns

Positive feedback from service users and staff.

Skills & Competencies

• Excellent communication and interpersonal skills
• Strong decision-making and problem-solving ability
• Good knowledge of Microsoft Office (Excel, Word)
• Ability to work with care management systems
• Strong organisational and time management skills

Ability to manage operational issues during out-of-hours shifts

Personal Attributes

• Professional and reliable
• Attention to detail
• Ability to work under pressure
• Commitment to high-quality, person-centred care