Job Description

Role Description and Requirements

Position: Team Leader

Purpose: To lead a team of professional and engaged care assistants to provide EXCELLENT CARE SERVICE to all our clients, through leadership that is CARING – INSPIRING – CELEBRATING.
The key objectives of this position are for:

1. Clients: to ensure that all our clients receive the UKG Care _ SERVICE EXCELLENCE _
_ EXPERIENCE_ that promotes the independence and wellbeing

2. Team: to create an engaging work environment that foster the delivery of our SERVICE

• EXCELLENCE EXPERIENCE

3. Company: support UKG to achieve its:- Purpose: TO ENRICH THE LIVES WE TOUCH **

- Mission: EXCELLENT SERVICE - POSITIVE IMPACT - SUPERIOR RESULTS
- Vision: Become the BEST SERVICE PROVIDER IN THE UK – Best people, best service

I. PERSON SPECIFICATION

1. Qualifications and Skills a. Good spoken and written English b. Good numeracy skills c. Good computer skills e.g. MS Word, Excel and Outlook d. Completion of the Care Certificate Standards and possession of the Care Certificate e. Possession of a UK driving licence

2. Work Experience a. 12 month’s experience in working within a care team (preferable domiciliary care) b. 12 month’s experience of working in a leadership position in customer facing occupations e.g. hospitality or retail (desirable)

3. Job Knowledge a. Understanding of all duties and responsibilities of a Care Worker (incl. specialised care duties) b. In depth knowledge of all care related tasks and duties c. Comprehensive knowledge of all key company policies d. Knowledge about the key CQC regulations and other industry related laws and regulations

4. Personal Attributes (Behavioural Competencies of a successful leader) a. Enthusiasm - filled with energy and eagerness, joy and passion for what we do and the role b. Excellence - is committed to excellence in self and others c. Pride - in own work and the work of your team d. Positive Attitude and language – cheerful, upbeat, general positive outlook,[no moaning, whining, complaining] e. Dependability - can be count on , never letting the team down
f. Accountable - takes responsibility for own actions and the actions of the team g. Result Driven / Determination - don’t make excuses, never gives up till done, get results h. Good listener - rather than always trying to dominate discussions i. Having a genuine interest in others - liking people and identifying with them j. Team’s welfare - makes this a priority k. Poise and Self-Control - disciplined and emotionally stable, can stay calm under pressure l. Learning and teaching - never stop learning and helps team members to reach their potential m. Detail and Improvement - knowing the value and focuses on the little things that achieving results n. Concentration and focus - not easily being distracted, follow through with tasks
o. Loyalty - go the extra distance and make sacrifice and commitment the organization’s brand. p. Demonstrate Character - including integrity, courage, hard work, fairness, and good judgement. Their good character inspires people to follow them. q. Winner mindset - wants to win and believe they will

Last update: 25/11/2019 © UKG Care 2019 1 / 6 v11.19

Role Description and Requirements

II. KEY DUTIES AND AREAS OF RESPONSIBILITY (including but not limited to)

1. Supporting and Motivating the team

• Build a supportive, positive work climate
• Make self available and accessible
• Support team members in difficult situations

How: Supporting

• by helping them with care calls if they need an extra pair of hands e.g. running over / late / challenging client (any time, every time)
• by advising them on the phone if they have any queries esp. OnCall support
• by listening and responding to their concerns and by keeping them inform about the status [minimum every 2 days, until resolved, even if no changes]
• by informing them with a call that their rota has changed [before making the changes, explain why it was necessary]

How: Motivating

• by being a positive role model
• by having a positive attitude
• by helping team members to see the importance of their work
• by recognising and celebrating achievements e.g. saying thank you
• by being a cheerleader of your team in bad times, recognise and celebrate achievements

2. Planning, Organising and Co-ordinating

• Allocate care calls equitably – adhere to company scheduling guidelines (see manual)
• Allocate resources needed for the tasks
• Give team members the information they need to do their jobs and explain new tasks/clients clearly
• Help team members to see the importance of their work
• Set high standards

How:

• by planning the work for the next week(s) o to liaise with other Team leaders and the Branch Manager to allocate the work o to plan the QAs that need to be done

➢ Competency Checks

➢ Clients Care and Service Reviews o to plan New Clients Assessments visits o to plan Care Assessment after hospital visits

• by writing clear Care Plans (concise, but detailed enough to provide person-centred care)
• by explaining team members Care Plans before they meet the new client esp. the client specifics
• by ensuring / giving team members PPE, Log sheets etc.
• by ensuring that all your documentations are of high standard (written clearly, concise (but with enough detail to avoid guessing), factual, legible, relevant, no spelling mistakes, up to date, useful etc.)

Last update: 25/11/2019 © UKG Care 2019 2 / 6 v11.19

Role Description and Requirements

3. Communicating

• Keep communication open and substantive
• Use positive language
• To respond appropriately to any concerns the team member has in relation to the care they are giving, and to identify and report any aspects of the individual Care Plan which, in light of these concerns, may require amendment.
• To relate well with all members of the team
• Demonstrate assertiveness
• Give praise and recognition a lot
• Seek and respond to feedback
• Criticise constructively when appropriate and necessary
• Confront in a positive way when appropriate and necessary

4. Monitoring and Evaluating

• To perform QAs to plan the work for the next week(s) o Competency Checks o Clients Care and Service Reviews
• To action Issue List entries (Care Assistant issues only)
• Ensure that the team follows an effective method of working together
• Assess processes, outcomes and team performance with the team
• Review performance without resorting to personal criticism
• Inform the team if the procedures are not working and need changing
• Evaluate results and maintains follow-up activities

5. Maintaining Records

• To maintain accurate records relating to the care given to the client, including tasks undertaken on the visit, medicines administered, e.g. o Client Activities Log Sheet
• To maintain accurate records relating to staff performance e.g. o Competency Check records, Service Reviews o

6. Other Individual Responsibilities

• To lead your team by example, be a role model of professional conduct
• To be a resource to your team e.g. with your time, knowledge and skills and encouragement
• To hold your team members accountable for high standards
• To help your branch to achieve staff retention targets
• To help to create a Great Place to Work

Last update: 25/11/2019 © UKG Care 2019 3 / 6 v11.19

Role Description and Requirements

III. KEY DAILY ACTIVITIES (additional activities may apply in individual cases)

1. To perform all Care Assistant duties and responsibilities as per CA Job Description when needed

2. To carry out New Client Assessments, Service Reviews, Care Reviews, Competency Checks etc.

• Plan, arrange, conduct and document all QAs in timely manner and to a high standard

3. Induction and orientation of new members of staff ( N*ew Employee O*nboarding Programme)

• Welcome and Deliver our NEO Programme with new staff members

4. Training and Signing Off of new members of staff

• Support field training
• Competency Sign-Off (Care Certificate, Manual Handling, Medication)

5. To maintain good communication and develop effective working relationships with your team, your clients and their families and other health professionals

• To keep involved parties up to date for developments e.g.: o Call hospitals to get status update of clients o Call family members to keep them informed o Call members of staff to keep them updated of developments and changes regularly

• To keep all records up to date and complete e.g. o PeoplePlanner entries, o Client Files, o Staff Files

6. To audit relevant records in respect of care provided and medication support given e.g.

• Client Activities Log sheets, Standard Fluid Control sheet, MAR charts

7. Participate in OnCall as per rota

Last update: 25/11/2019 © UKG Care 2019 4 / 6 v11.19

Role Description and Requirements

IV. Accountability Scorecard

KPIs Key Measures Standards

1 Results Follow-Through Follows through on plans and assignments
Execution Achieves all daily and weekly tasks regardless of changing circumstances

2 Scheduling Agreed Hours Ensure team members get their agreed hours within our set standards

Driving Time Keep driving time within our set agreed standards

Work/Life Work hard to achieve a good W/L-B of members of staff
Balance

3 Efficiency Time Perform all duties in timely manner (conducting QAs, New Client Assessments
Management and writing CPs)

4 Communication Clients Always keeps clients and their relatives informed (e.g. change of carer)

Staff Informs staff of any changes (e.g. rota, CPs)
Introduce new clients to staff (min. talk through CP with them)
Calls staff member back and keep them updated (e.g. raised issues)
Give feedback after Competency Checks and Service Reviews
Praise for good job

5 Paperwork Care Plans Writes clear, detailed, complete CPs that can be read in easily and speedy

Record Keeping Perfect record keeping (up-to-date, accurate, complete, legible)

Record Audits Ensure that all records made by CAs meet standards and act on substandard

6 Attitude and Respect Shows regard for team members
Demeanour Trust Believes in team members
Positive No moaning, whining, complaining
Enthusiastic Passionate about the role and what we do
Appreciative Recognised and praise team members for good work

Role Model Exhibit professional behaviours and attitudes

7 Client Care Client Focus Put clients and their needs first, all time, every time

8 Competencies Team Leading Regarded as good team leader by members of the team and clients
and Job skills Team Building Has credibility through own high standards of work and behaviours

9 Teamwork and Team Support Supports team all the time, every time
Cooperation Regarded as good team player by team members

10 Improvement Service Quality Use feedback from QAs, clients and team to constantly improve services and
Operations operation (e.g. extra training / support for team members)

Last update: 25/11/2019 © UKG Care 2019 5 / 6 v11.19

Role Description and Requirements

V. How we Lead – UKG Leadership Principles (Results & Relationships)

Passion We leaders are passionate about what we are doing. We leaders use our passion, enthusiasm and energy to inspire and motivate our people to achieve our mission.

Belief in people We leaders think positively about our people. We trust in positive intentions and believe everyone has the potential to make a difference. We trust them to do the right thing.

Stewardship We leaders feel a deep sense of responsibility for our people. We see our priority as to serve our people first, we are a resource to them. We’re listening to them with the intention to serve. We give them what they need to be successful and removing their obstacles and frustrations.

Coaching and support We leaders need to be more than just ‘bosses’; we need to be invested in the success of those we lead. We coach and support every individual to grow to his/her full potential, while achieving our mission. We understand that their success is our success.

Recognition Recognition, Rewards and Praise motivates everyone to contribute towards the achievement of our mission. We leaders want to recognise, reward and praise those contributions every chance we get and have fun doing it. We want all our team members to understand that their contribution is valued. We will praise our people to success.

Results We leaders get results. We understand results matter for long-term success. We don’t confuse Activities with Results (activities results). We get results without compromising relationships. (results and relationships)

Last update: 25/11/2019 © UKG Care 2019 6 / 6 v11.19

Job Types: Part-time, Permanent
Part-time hours: 25 per week

Salary: From £17,630.00 per year

Benefits:

• Company events
• Company pension
• Store discount
• Wellness programme
• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Experience:

• providing care: 3 years (preferred)
• supervisory: 2 years (preferred)

Licence/Certification:

• Driving Licence (required)
• NVQ Level 2 Health & Social Care (preferred)

Work Location: On the road

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