Behind every home care visit is someone making sure the right carer arrives at the right time. That person is the Care Coordinator. Here, Charmaine Hendry, Care Coordinator at Spire Homecare Trowbridge, explains what the job really involves, from early-morning rota checks to last-minute emergencies.
From carer to Care Coordinator
I've worked in care for 14 years, and six of those were spent as a carer. When the chance to become a Care Coordinator came up, I realised I was ready for a change and ready to progress.
What a typical day looks like
The first thing I do each morning is check the rotas for the day and make sure every visit is covered. Then I go through the handover from on-call, along with any WhatsApp and Teams messages that have come in overnight.
What most people don't realise is that I'm constantly monitoring every client and every carer. That includes the times of each visit and how many hours each carer is working that week. It's a bit like keeping lots of plates spinning at once.
Matching the right carer to the right client
When a new client joins us, I read their care plan carefully to understand their needs. I also try to get to know our carers as well as I can. Putting those two things together gives me a good idea of who will be a great match.
When plans change at the last minute
In home care, things can change quickly. If a carer is off sick or something changes, my first priority is to make sure every visit is still covered. Then I let the carers know about the changes as soon as possible.
That might be a phone call to one carer, or a group message asking everyone to refresh their rotas if there are a lot of changes.
Getting to know clients and their families
I get to know new clients by reading their care plans and any other information we have. When they ring, I make time to talk with them and listen to their preferences. I also catch up with our Care Quality Lead once the care assessment has been completed.
Families need to feel informed and reassured. I keep them updated with anything they need to know. If they're worried, I'll phone them and do my best to put their minds at rest. I also try to fit visits around the times and needs that matter to them.
The Friday afternoon call
One Friday afternoon, just before the weekend, Wiltshire Council asked if we could provide an emergency package of wraparound care from Friday through to Monday morning.
I knew it wouldn't be easy at such short notice, but I also knew I could make it work. I spoke to our carers, and although I stayed two and a half hours after my finishing time, we made it happen. Thanks to that, the client was able to stay in her own home and get the care and support she needed.
Moments like that are why I do this job.
Supporting our carers
Our carers are out in the community every day, so I plan their runs carefully to avoid too much travelling. I keep in touch with them and check in frequently to see how they're getting on.
In my opinion, a great care worker is respectful, caring, compassionate and trustworthy.
The highs and the lows
The most rewarding part of my job is knowing I can make a difference to the care people receive. I will always do my best to meet anyone's needs.
The challenge is that every day is different. Covering sickness, supporting carers, and responding to clients whose needs and preferences change quickly can all mean adjusting the rotas, which takes time. Answering the phones and taking on new care packages can also lead to big rota changes.
To be a good Care Coordinator, you need:
- patience
- a built-in navigation system
- compassion
- the ability to listen to clients and carers and support them
Advice for families arranging home care
If you're nervous about arranging home care for the first time, please don't worry. I'll ask about your preferences and do my best to meet them, and we'll work together to make sure everything runs as smoothly as possible.
Thinking of becoming a Care Coordinator?
It can be challenging and stressful, but it can also be really rewarding, and I love what I do.
If I had to sum up my job in one sentence: it's fast-paced, full of adrenaline and very rewarding, and I wouldn't want to do anything else.
If you'd like to find out more about home care with Spire Homecare, or about joining our team, get in touch.
Last reviewed by Charmaine Hendry, Care Coordinator.