BROAD FUNCTIONS
- Being the Centre Lead, the incumbent is responsible for the general quality of care provided to the clients at Senior Care Centre (SCC).
- Monitor all work procedures and ensure that they are executed in compliance with organization policies, standard operating procedures and government regulations.
- Act as the direct supervisor to the Community Care Associates (CCA) and ops/administrative staff in SCC (if any) and take action to ensure their well-being and personal/ professional development.
- Support the Ambulatory Services Manager/ Executive Director in the day to day administrative and operational duties.
- Support the organisation in projects and initiatives.
- Perform daily work duties according to department or organisation standard operating procedures (SOP).
ROLES AND RESPONSIBILITIES
General guidelines
- Manage SCC and take charge of its day-to-day operations e.g. transport arrangement.
- Maintain a high level of customer service and client engagement, which includes working with Quality Service Management (QSM) to address and manage clients, next-of-kin or public’s feedback or complaints.
- Supervise the running of programmes for clients.
- Generate daily/monthly reports for management reporting.
- Manage a team of SCC Community Care Associates and operations/admin staff (if any).
- Lead in project work (e.g. quality improvement within department/ organisation) to improve the quality of care and services to clients.
- Identify service gaps in response to clients’ needs and make recommendations to improve service provision of SCC.
Care delivery
- Supervise delivery of activities of daily living (ADLs) by CCAs.
- Conduct regular rounds to check on clients’ wellbeing, safety, cleanliness and site maintenance.
- Ensure quality of care by identifying and correcting non-compliance by care staff to SOPs related to ADL delivery. Escalate complex issues to reporting officer.
- Engage with clients to monitor cognitive and behavioural levels and escalate concerns to therapists/ staff nurse.
- Monitor and escalate concerns regarding potential abuse.
- Monitor, co-design and support implementation of site-specific programmes based on clients’ interests and needs.
- Implement organisation-wide and site-specific programmes, including gathering feedback from staff and clients.
- Conduct investigation and provide timely report to reporting officer on non-clinical incidents. To recommend and implement prevention measures.
- Support planning and implementation of activities beyond routine programme (e.g. outings).
- Review escalation of abnormal changes in clients’ conditions, when necessary.
- Communicate new programmes, interventions, and/or changes to a client’s health / circumstances to the CCAs or the Clinical Team.
Quality assurance
- Gather data to support infection control and prevention reporting.
- Support reporting officer in preparing and gathering documents for internal and external Audits.
- Supervise and support execution of new non-clinical standard operating procedures (SOPs) by Care staff.
- Volunteer management
- Supervise volunteer activities.
- Provide requirements plan for volunteers.
- Gather feedback on volunteers and share with relevant teams (e.g. volunteer management department).
- Plan and coordinate collaboration for volunteer activities.
Professional development
- Participate in relevant training programmes to acquire skills and knowledge that enhances work performance.
- Leadership and team management
- Gather information on staff learning requirements and conduct learning needs analysis with care staff.
- Manage training schedules and coordinate with training and education department.
- Conduct total performance appraisal for subordinates.
- Mentor subordinates to develop their competencies at work and work towards progression in their career.
Others
- Plan budget for operations and monitor the expenditure.
- Ensure the preventive and corrective maintenance of equipment and infrastructure are performed timely and effectively.
- Perform other duties as and when required or instructed by reporting officer or Head of Department.
REQUIREMENTS
- Diploma or degree in healthcare related industry or other relevant field of study.
- Working in a geriatric set up, long term care or nursing home set up will be an advantage but not necessary.
- At least 2 years supervisory experience.
- Experience in operations or managing a business unit is preferred.
- Experience as leader in process improvement projects and/or innovation and technology projects would be an advantage.
- Basic proficiency in Microsoft Word, Excel and Power point, and other computer skills.
- Able to multi task and work in a stressful environment.
- Good interpersonal and communication skills
- Caring, compassionate and able to communicate and show empathy towards clients.
