OPERATIONAL SUPERVISOR -HOME-BASED CARE

Operational Supervision & Service Coordination

• Supervise and coordinate the day-to-day operational activities of the HBC programme.
• Monitor service delivery, workflows, schedules and operational requirements to ensure continuity of services.
• Coordinate appointments, transport, referrals, service providers and other operational requirements.
• Provide guidance and support to staff on routine operational matters and ensure agreed actions are followed through.
• Identify operational challenges, service gaps and recurring issues and escalate or recommend appropriate solutions.
• Ensure effective communication and coordination across the HBC team and relevant internal departments.

Client Screening, Support & Service Navigation

• Maintain a strong understanding of HBC services and the wider services available within the organisation.
• Receive and screen potential client and family enquiries and establish the appropriate service pathway.
• Ensure clients are appropriately directed to the relevant HBC programme, internal department or external service.
• Coordinate referrals and follow-up to ensure that client needs are appropriately addressed.
• Support staff with complex or urgent client and family matters and facilitate appropriate interventions.
• Maintain professional, compassionate and respectful relationships with clients and families.

Crisis & Operational Support

• Coordinate the immediate operational response to client, family and service-delivery issues.
• Support social workers and relevant team members with urgent client matters and interventions.
• Provide operational continuity when the Programme Manager is unavailable, within established procedures and delegated authority.
• Coordinate urgent referrals, appointments, transport, staffing and service-provider requirements.
• Ensure incidents and urgent matters are appropriately documented, followed up and escalated where required.
• Escalate matters requiring clinical, statutory, disciplinary, HR or significant financial decision-making to the appropriate authority.

Staff Supervision & Workforce Coordination

• Provide day-to-day operational supervision and support to HBC staff.
• Assist with staff scheduling, leave planning and workforce coordination to support service continuity.
• Coordinate staff onboarding, orientation and operational training requirements.
• Monitor adherence to operational procedures, service standards and agreed work practices.
• Identify training, support and operational needs and bring these to the attention of the Programme Manager.
• Promote effective teamwork, communication, accountability and service excellence.

Administration, Reporting & Quality

• Ensure accurate and up-to-date client records, databases and programme documentation.
• Monitor the completion of required administrative processes and documentation.
• Compile programme statistics, operational reports and management information as required.
• Monitor programme KPIs and service-delivery information and highlight emerging trends or concerns.
• Maintain SOPs, forms, templates and administrative systems in collaboration with the Programme Manager.
• Support audits, quality reviews, accreditation requirements and corrective-action processes.
• Identify opportunities to improve operational efficiency, service quality and client experience.

Rimon Private Care & Programme Support

• Oversee the day-to-day administration and coordination of Rimon Private Care services.
• Coordinate caregiver recruitment administration, onboarding, placements and related documentation.
• Coordinate communication between caregivers, clients and families.
• Assist with quotations, service agreements, invoicing and placement administration.
• Monitor rosters, leave arrangements and operational requirements.
• Maintain accurate placement records and compile relevant operational statistics and reports.

Financial & Resource Administration

• Support the Programme Manager with monitoring programme expenditure and Cost Centres.
• Process and coordinate invoices, purchase requests, quotations and procurement requirements within delegated authority.
• Maintain appropriate records relating to programme expenditure, assets, stock and resources.
• Identify operational resource requirements and communicate potential budget pressures to the Programme Manager.
• Provide information required for donor, grant and management reporting.

Programme & Service Development Support

• Assist the Programme Manager with operational and strategic planning.
• Participate in service and programme gap assessments.
• Identify recurring client needs, operational challenges and opportunities for service improvement.
• Support the implementation of approved projects, new services and operational initiatives.
• Prepare information, reports and operational analysis to support management decision-making.
• Assist with the development and implementation of improved processes and service-delivery systems.

Stakeholder & Internal Coordination

• Liaise professionally with clients, families, caregivers, hospitals, specialists, community organisations and service providers.
• Coordinate with internal departments including Social Work, Finance/Accounts, Care Services and other relevant organisational services.
• Ensure relevant information is communicated accurately and timeously.
• Maintain effective working relationships with internal and external stakeholders.