Customer Experience Lead - Wigan, United Kingdom - Bracebridge Care Group

Bracebridge Care Group

Verified Company

Wigan, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title **Customer Experience Lead (Activities & Lifestyle)
-
Responsible to
Home Manager with dotted line to Customer Focus Lead

Purpose of Role

To develop and oversee a full engagement programme for each person and for the home.
To ensure each person has an exceptional move in and settling in period to include being present at 4 to 6 week reviews.
Ensure the home is part of the local community and that people living in the home are given the opportunity to offer their skills, knowledge and experience to the local communities.
Your role is to help the Home Manager ensure that every day is a beautiful experience for each person who lives in the home and their families/care partners.
Part of your role is to ensure social media and Family Apps are updated daily you will be able to teach team members how to update the care homes' social media pages.

Main Duties and Responsibilities

Planning and Administration

Ensure that each person's care plan is clear around what they wish to do to spend their time - being clear on actions taken to achieve these outcomes with the individual.

Work in collaboration with the senior team to make an assessment of the capabilities and choices of residents in regard to activities of daily living.

To provide outings to suit the needs and interests of the clients of Home, the Homes staff and also relatives

To ensure that the local community have 'reasons' to come in to the home - with intergenerational activities being a keystone to our offer

Ensure the home has relevant and adequate stock of equipment including all arts and crafts materials; books, games, CD's, DVD's, sensory equipment and musical instruments and that they are readily accessible to residents.

Keep a record of stock/purchases.

Work with the team to ensure we 'live' a positive risk culture - ensuring you work with the care & support team to help people choose things to do that may be risky, but will fulfil their lives

Ensure risk assessments have been undertaken before any new activities or events are planned.

Devise a schedule which shows planned activity daily/weekly/monthly and ensure this is communicated in good time for residents/families/colleagues to participate.

Actively promote the benefits of activities by contributing to and introducing new ideas to the senior team to ensure a varied and imaginative schedule is implemented.

Work with the marketing and events team to ensure social media/website coverage of planned events - sharing of photos, etc.

Devise a home newsletter for residents, staff and families.

Ensure the home's website is kept up to date with recent experiences and activities within the home and that notice boards, etc.

are kept updated and engaging.

To promote links within the local community and schools

To identify skills amongst clients and staff to ensure that these are used to their maximum potential thus benefiting the whole home

To positively promote the companies health and safety and activity policy

To arrange monthly meetings with each unit manager to discuss projects in and out of the Home

Delivery

Devise simple and safe activities which encourage movement and maintain joint flexibility and the functional use of hands and fingers.

Organise a creative range of 'themed events' that celebrate and recognise annual, national, local and home events, dates or celebrations.

General
Ensure personal mandatory training is up to date

To attend and contribute to Team and General meetings

Show skill and creativity in order to identify areas in which residents can demonstrate independence.

Contribute to the annual activities audit programme

Enthusiastically promote activities that enhance the lived experience in the home whilst also supporting the cultural values, individuality and religious diversity of the residents.

Work on a rota basis so that activities can be provided to our residents across the 7 day week and include occasional evening events.

Adhere to the local safeguarding policy and follow the Duty of Candour requirements

Be willing to undertake appropriate training, that may be an apprenticeship, to further enhance and develop skills within your role.

This job description may differ as new information technology, policies and contractual agreements change, and we reserve the right to vary duties without notice