Continuous Improvement Officer (Hybrid Working) – North of England

Join our growing employee-owned organisation!

Continuous Improvement Officer (Complaints, Safeguarding and Near Misses)

Working as part of the Continuous Improvement team you will play a key role in ensuring that Be Caring continue to provide high quality care to our clients with varied support needs.

The successful candidate will have a passion for ensuring that complaints, safeguarding concerns and incidents that result in a ‘near miss’ are positively actioned. You will support colleagues throughout the organisation to keep our clients safe and respond to any concerns raised. The quality of care provided to our clients is a key focus and you should also ensure that we are compliant with CQC and other regulatory frameworks.

This job description is a statement of the core duties of the Continuous Improvement Officer, but it is not an exhaustive list. The Company may revise this job description to meet the needs of the business and reserves the right to require you to perform other duties from time to time.   

This is a full time role, working Monday-Friday. The role offers hybrid working but there will times when you my need to visit our regional branches in Bradford, Leeds, Liverpool, Manchester & Newcastle.

Closing date for applications – Wednesday 8th May at 5:00pm

First stage interviews will take place remotely in the week commencing 13th May.

Accountability  

The post holder is accountable directly to the Continuous Improvement Manager  

Role and Responsibility  

• The core responsibility of the Continuous Improvement Officers is to support Be Caring services to manage Complaints, Safeguarding referrals and ‘Near Misses’

• To regularly meet with branches to review complaints, safeguarding referrals, near misses, accidents, incidents and compliments.

• To ensure that concerns and complaints are listened and responded to and used to improve the quality of care.

• To promote a positive complaint handling culture.

• To provide training and support for services in the management of complaints and safeguarding concerns

• To ensure that the systems and processes that are in place to protect people from abuse and neglect

• To carry out regular monthly audits and provide feedback and support to the Be Caring services.

• To use the information from the audits as an opportunity to identify trends, lessons learned and further develop our ways of working

• To present information in multiple formats to different stakeholders i.e. colleagues, board members, commissioners

• To escalate any concerns within the organisation and to ensure that CQC notifications are raised where required

• To ensure Be Caring policies and procedures are up to date and followed by services.  

• To ensure Care Quality Commission standards are met for Clients and Colleagues

• To promote the principles and values underpinning Be Caring

Main Tasks and Responsibilities

• This role will cover the tasks and responsibilities below but will have a primary focus on Complaints, Safeguarding referrals and ‘Near Misses’ across the organisation.

Improving Quality and Compliance

Learning through auditing and monitoring quality of the following:

• Complaints, Safeguarding referrals and ‘Near Misses’

• Accidents, Incidents and Health & Safety

• Administration of Medication

• Recruitment and HR

• Colleague Quality Interventions including ‘Be Supported’ sessions and ‘Direct Observations’

“Using the learning from above and the Be Caring Values to:

• ‘Be Safe’ Ensure our colleagues are following company policy and procedures and are compliant with CQC requirements.

• Ensure that we are identifying and assessing risks for our colleagues and clients, supporting individuals to take positive risks.

• ‘Be the best you can be’ Identify skills gaps within Operational teams and provide advice and support to upskill individuals, encouraging continuous development and growth.

• ‘Be Proud’ Continuously improve ways of working to ensure the highest standard of care for our clients which is person centred and promotes independence.

• ‘Be Involved’ Identify any themes and trends that enable us to develop working practices, using a proactive approach to continuous improvement.

• ‘Be Happy’ Work in a collaborative and influencing style to achieve the best outcomes and maintain positive relationships with colleagues and stakeholders.

• Present findings from the quality monitoring and interactions with colleagues and clients to the Operational team

• To promote an open and honest culture across the company to ensure that issues are correctly reported, recorded and lessons are learned.

• Work effectively with Operational teams to develop and monitor action plans to mitigate risks and improve overall compliance.

Other Duties

• ‘Be Kind’ To treat all staff equally, fairly, and respectfully in all aspects of the role.

• To implement a culture of co-operative working ethos across the organisation

• To carry out any other reasonable duties as directed by the needs of the business or as identified by an appropriate Line Manager or Board of Directors

Person Specification

• Experience of working within a CQC registered service desirable but not essential

• Experience and knowledge of care planning and risk assessments

• Knowledge of relevant policies, procedures and legislation relating to adult social care

• Experience of undertaking audits and delivering feedback

• Experience of responding to safeguarding disclosures

• Experience of engaging with senior stakeholders and influencing

• Experience of leading projects and embedding change within a team

Skills, Capabilities and Attributes

• Detailed and accurate reporting skills.

• Strong organisational and administration skills.

• Excellent communication and influencing skills.

• Ability to identify risks and proactively create solutions to resolve problems.

• Ability to interpret a broad range of complex and sensitive information and present this to a range of audiences.

• Experience of developing and motivating teams.

• Ability to identify training needs and source appropriate training by liaising with Be Caring Learning and Development Team or finding appropriate external training.

Values and Behaviours

• Commitment to deliver high standards in all that they do.

• Actively develops themselves.

• Works well with others, is positive and responsive to feedback.

• Listens, involves, respects, and learns from the contribution of others.

• Demonstrates honesty and integrity and promotes Be Caring values.

We have the right to close this job posting early.