Job Purpose
To ensure the effective and efficient scheduling of care visits, matching clients with appropriately skilled care staff, and maintaining high standards of service delivery. The Care Coordinator / Scheduler is responsible for ensuring continuity of care, compliance with contractual and regulatory requirements, and excellent communication between clients, staff, and management.
Key Responsibilities
1. Scheduling & Rota Management
Create, manage, and update staff rotas to ensure all client visits are covered in accordance with care plans and contractual obligations.
Match care staff to clients based on skills, experience, and client preferences.
Respond promptly to changes in client needs, staff availability, and unplanned absences, making adjustments to the schedule as required.
Ensure all visits are scheduled within agreed timeframes and that travel time is considered.
2. Client Service Coordination
Act as the main point of contact for clients regarding scheduling, visit times, and care staff allocation.
Liaise with clients and their families to understand preferences, feedback, and any changes in care requirements.
Ensure all client records, care plans, and visit schedules are accurate and up to date.
3. Staff Communication & Support
Communicate schedules, changes, and updates to care staff in a timely and clear manner.
Support care staff with queries related to rotas, visits, and client needs.
Monitor staff attendance, punctuality, and performance, reporting concerns to management.
4. Compliance & Quality Assurance
Ensure all scheduling and care delivery complies with company policies, regulatory standards (e.g., CQC), and contractual requirements.
Maintain accurate records of visits, changes, and communications for audit purposes.
Participate in internal audits, inspections, and quality assurance activities as required.
5. Incident & Issue Management
Respond promptly to missed visits, late arrivals, or client complaints, taking appropriate action and escalating as necessary.
Record and report incidents, safeguarding concerns, and complaints in line with company procedures.
6. Administrative Duties
Maintain up-to-date records in care management systems and databases.
Assist with the onboarding and induction of new care staff, including inputting availability and training records.
Support payroll and invoicing processes by ensuring accurate recording of visits and hours worked.
Person Specification
Essential Qualifications & Experience
Experience in scheduling, rostering, or coordination within a care or health setting (desirable but not always essential).
Good understanding of the care sector and person-centred care principles.
IT literate, with experience using scheduling software and Microsoft Office.
Skills & Competencies
Excellent organisational and time management skills.
Strong communication and interpersonal abilities.
Ability to work under pressure, prioritise, and meet deadlines.
Attention to detail and accuracy in record-keeping.
Problem-solving skills and the ability to adapt to changing situations.
Personal Attributes
Professional, approachable, and empathetic manner.
Flexible and adaptable to the needs of the service.
High level of integrity and confidentiality.
Commitment to delivering high-quality care and continuous improvement.
Key Performance Indicators (KPIs)
Percentage of visits scheduled and delivered on time
Number of missed or late visits
Client and staff satisfaction scores
Accuracy of rota and payroll data
Timeliness of response to schedule changes and incidents
Additional Requirements
Enhanced DBS check (or equivalent, depending on country)
Flexibility to work various shifts including evenings, weekends, and bank holidays
Full driving licence (if required for the role)
Reliable transport to travel between client visits (public transport acceptable in some areas)
Right to work in [Country/Region]
Two satisfactory references including previous employer where applicable