Quality Assurance Manager

An excellent opportunity has arisen for a Quality Assurance Manager (QAM) to join this well-established and expanding domiciliary care agency at our modern Clapham headquarters.
Working closely with the Head of Operations and the Operations Manager, the QAM will provide key support to our operational activity.

You will also liaise with the CQC and local authorities as required and:

be responsible for reviewing and improving our existing ISO 9001, ISO 14001 and 45001 accreditations (including policies and procedures), having regard to the CQCs standards. You will then monitor the improved systems against agreed targets;
have responsibility for the handling of complaints and investigations;
produce the monthly newsletters for both careworkers and office staff;
oversee compliance with regard to electronic call monitoring; and
ensure that suitable file audit procedures are in place and are adhered to, thereby making our filing and record systems fit for purpose with regard to external inspections. Particular focus will be placed on the regularity of appraisals and training of staff., To provide expert advice to Directors, management and operational staff on Quality Assurance Systems and activities.
To be responsible for scrutinising and monitoring our operational activity, with a view to ensuring compliance with, and the exceeding of, the standards required by current legislation, regulation and practice standards.
To provide a proactive approach to quality assurance activities within the Quality Assurance Systems to ensure that quality of work across all of our domiciliary care provision is improved.
To make an active contribution to embed audit and evaluation into services and support a learning and continual development organisational culture.
To report regularly to senior management at quality assurance meetings.
To be responsible for monitoring outcomes against inspection criteria and ensuring that information is fed-back to improve service delivery to meet timescales.
To undertake casework audits and provide feedback regarding audit outcomes and tracking corrective action.
To be responsible for the ongoing development of systems for a range of audit activities to inform service developments and to ensure they continue to meet statutory and regulatory requirements.
To develop questionnaires and surveys to obtain feedback from clients and careworkers.
To conduct investigations following the receipt of complaints, including acting as the main liaison point for complainants, holding disciplinary meetings and producing disciplinary reports.
To represent the company at local authority/CQC hearings with regard to alleged misconduct and/or breaches of the CQC standards and legislation.
To ensure that suitable file audit procedures are in place and are adhered to, thereby making our filing and record systems fit for purpose with regard to CQC and/or local authority inspections.
To ensure that appraisals, supervisions and the training (including refresher courses) of staff take place on a frequent and regular basis, to the extent necessary to ensure that our quality assurance measures are met.
To work closely with the operational team to ensure data is collated from a range of sources effectively to improve quality and performance of service provision.
To keep up to date with research and changes in relevant legislation, guidance, regulation or practice standards to inform best practice and best use of resources.
To produce the companys monthly newsletters for careworkers and office staff.

The successful Quality Assurance Manager will have extensive knowledge of quality systems within domiciliary care, perhaps gained by way of previous experience as a CQC Inspector/Auditor, Team Manager, Independent Reviewing Officer or similar quality assurance role within the Health and Social Care industry. Alternatively, you may have gained the necessary skills and experience in a previous role as a Branch Manager in a domiciliary care company.

An NVQ/QCF Level 3 Qualification in Health & Social Care (or equivalent) is required as a minimum. The successful applicant will be expected to enroll on our Level 5 Diploma in Leadership for Health and Social Care within three months of commencing employment, the training for which is provided by Holistic Community Training Limited (the cost of the course is borne by the company).

Holistic Community Care is one of the most well-established homecare/domiciliary care companies in the UK.

It currently provides thousands of hours of care on a weekly basis to local authorities and private clients in London and the South-East.

Our most recent (2023) CQC inspection report assessed us as Good overall and in respect of each of the five assessment criteria.

£35,000 to 40,000 per annum, depending on experience
Employment contracts are full-time
Advanced training opportunities in Social Care subjects
Holiday pay
Monthly pay
Statutory sick and maternity pay
Childcare vouchers
Referral bonus (if you successfully introduce a new careworker to us)
Opportunities for Free Training