Your primary role is to support the organisation to deliver its purpose of great quality care and support and commercial success. You will do this by investigating complaints, whistleblowings and other escalations associated with service delivery, and, importantly, creating and supporting feedback loops which determine lessons learned and ensure prompt action at local and national level as appropriate.
You will support the Operations and Quality teams to ensure quality care and support are being delivered at all times in line with Voyage Care policies and procedures, as well as national regulation and guidance in England, Scotland and Wales.
You will be self-motivated, organised, extremely thorough, a completer-finisher, flexible and efficient. You must be an excellent communicator with first class written skills and solution focused. You will be familiar with current social care / clinical regulation and guidance and remain up to date throughout.
Responsibilities & Requirements
- When required respond to suggestions of service delivery failures via any channel, thoroughly investigating independent of any internal teams to arrive at the facts and to determine an effective action plan to address issues at local and/or national level as appropriate
- To deliver excellent and thorough responses to complaints, whistleblowings etc to multiple stakeholders as required including external professionals, regulators, family members etc. This may be by letter, email, phone calls or in person.
- To recommend appropriate changes to policy and procedure in light of failings identified and work with Quality and Operations to embed improved practice. To monitor success of same.
- Knowledge and understanding of the following:
- Maintaining and developing specialist knowledge relative to learning disabilities and to our specialisms including Autism, Prader Willi etc
- Assessing, planning, recording and implementing, appropriate care plans, risk assessments and other strategies to provide the appropriate care and support for the individuals we look after.
- Identifying when appropriate care and support is not being provided and what action to take and reporting internally and externally as required.
- Identify and present appropriate recommendations linked to investigation outcomes.
- Implement and maintain process for ensuring actions / recommendations are monitored through to completion.
- Act as an organisational lead in the event of regulatory or Local Authority Inspections in conjunction with our legal department.
- Deal quickly and effectively with enquiries and complaints/concerns so that external and internal customers are satisfied that their concerns or enquiries have been satisfactorily resolved.
- Work and communicate effectively with individuals, families, advocates and other professional colleagues as required.
- Carrying out investigations and chair meetings as required to ensure an appropriate resolution whilst working in partnership with Human Resources and other internal functions.
- Support, direct and contribute to the increased competence of Registered Managers and Operations Managers in relation to independently investigating and responding to complaints and whistleblowings.
- Proven and well evidenced experience in an investigative role within a regulated sector.
- Achieved relevant / professional further educational qualifications.
In return you will receive a competitive salary, 23 days annual leave + bank holidays and your birthday off, life assurance, pension contribution, and Voyage Care's reward scheme.
Make a great career choice and apply now!
We are committed to safeguarding and promoting the welfare of the people we support. All successful candidates will be subject to an Enhanced DBS check for Regulated Activity which will include a check against the barred Adult and Children's lists. We are an equal opportunities employer.