Staffing, Workforce & Capacity Coordination

• Maintain accurate records of staff availability, training, annual leave, sickness, and contracted hours.
• Ensure work is allocated fairly and in line with staff contracts and working time regulations.
• Identify staffing shortages early and escalate risks to management with clear proposed solutions.

Communication with Care Staff

• Communicate rota schedules and changes clearly to care staff using agreed channels (system, text, phone).
• Provide accurate visit details, service user notes, and risk information to care staff.
• Act as a point of contact for staff regarding rota queries or operational scheduling issues.
• Build positive relationships with carers to support morale and retention.

Compliance, Safeguarding & Risk Management

• Ensure rota decisions support CQC Key Lines of Enquiry (KLOES): Safe, Effective, Caring, Responsive, and Well-Led.
• Maintain accurate and GDPR-compliant digital records.
• Follow safeguarding procedures and report concerns immediately to management.
• Identify operational risks early—missed visits, insufficient travel time, capacity issues—and act promptly.
• Support emergency rota cover arrangements and escalate persistent service risks.

System and Data Management

• Maintain high quality accurate data within the electronic rostering system.
• Ensure visit information is updated promptly and correctly recorded.
• Support the monitoring of missed calls, late calls, and visit changes.

Collaboration with the Care Team

• Work closely with Care Coordinators regarding changes to service user care needs, safeguarding first response, MAR audits, structured reviews.
• Maintain a small continuity caseload.
• Support the set-up of new care packages by allocating appropriate carers.
• Provide regular updates to management on capacity pressures, rota performance, and operational risks.

On‑Call Responsibilities

• Participate in the shared on‑call rota, providing out-of-hours support to staff and service users.
• Respond to emergencies, missed visits, and safeguarding alerts outside normal working hours as required.

This job description is not exhaustive, and the post holder may be required to undertake additional reasonable duties aligned to the role and business needs, following appropriate consultation where required.

Key Performance Indicators (KPIs)

• 100% of planned visits allocated and covered.
• Weekly rota completed at least 7 days in advance, issued no later than Thursday.
• Target zero missed and minimise late calls attributable to scheduling issues.
• High levels of consistency of carer allocation.
• Accurate and up-to-date scheduling records.

Person Specification

Essential

• Strong organisational and time management skills.
• Ability to manage multiple tasks and changing priorities.
• Good communication and problem-solving skills.
• Confidence using computer systems and scheduling software.
• Ability to work effectively in a fast-paced operational environment.
• Experience using electronic rostering or care management systems.

Desirable

• Experience working in Homecare or health and social care services.
• Understanding of continuity of care principles.