Putting the care in care management
With the help and expertise of our care management teams, we’re enabling our carers across the nation to provide the highest standard of care to our customers. See how we keep our operations running smoothly.
Our care management team includes:
- Live-in care managers – supporting our customers and live-in carers
- Branch managers – ensuring the smooth running of our nationwide branches
- Clinical nurses – enabling expert support for customers with more complex healthcare needs
- Carer services – helping to place live-in carers across the country
- Compliance and risk experts – ensuring we meet and exceed our regulatory standards
Meet our Operations Director
Our care management team is the heart of carer operations at Helping Hands, led by Karen Lewis, our Operations Director. The team is responsible for all of our customer-facing employees who are supporting our customers.
Karen said, “My team encompasses carer services, which is responsible for making sure that each live-in carer is carefully matched with a customer, that there is a smooth handover and an exceptional level of customer service every time.”
Meet our Head of Service for Live-in Care
Keeley looks after our entire live-in care service from a strategic perspective, ensuring that the care we provide is safe, responsive and of the highest quality. She oversees our live-in care managers across the country and works alongside other senior managers in the business.
Joining us in early 2016 following senior operations roles at other care companies, Keeley shared more about working at Helping Hands. “I love making a direct impact on people’s lives on a daily basis,” she said. “Enabling customers to achieve outcomes they wouldn’t manage if they were in residential or nursing home settings is immensely satisfying.”
Keeley said that she’s also very proud when a customer’s care needs reduce as a result of the support they’ve received. “Our home care provides our customers the ability to live independently and on their terms,” she said, “and this is what my team strives for every day.”
Meet a live-in care manager
Monica Whitehurst, Warwickshire
Monica’s vocation in life is helping the elderly and vulnerable in society, which she more than fulfils as Live-in Care Manager for Warwickshire. Her role involves arranging and managing live-in care packages for customers who are in need of support. She regularly visits to ensure they are pleased with the care they are receiving and that their carer is fully supported too.
“Over the last 25 years, I have worked with people living with dementia, mental health issues and physical disabilities. I have worked with the elderly in residential homes, day care centres and within the community.
“In care, the customer should always be the most important person, and we always put the customer’s needs first and consider the family’s views. I derive great satisfaction in knowing that the service I am offering is of the highest standard, which is exactly what I would desire for my own family in the same situation.”
Meet a live-in care coordinator
Charlotte co-ordinates live-in care packages, including carer handovers, for customers in Lancashire, Northumberland, Cumbria and parts of Yorkshire. She began her Helping Hands career in May 2015 as part of the admin team, before progressing to co-ordinator in the same year.
“I feel it’s a vital part of my job to support our live-in carers with anything they may need,” Charlotte said. “I have the upmost respect for every single one of them – there are so many amazing carers supporting our customers.”
When asked about working at Helping Hands, Charlotte shared: “Everyone I spoke to before joining the team seemed happy, supported and enjoyed coming to work. I previously worked at the Post Office before applying for an administrator role in the team. The opportunities for career progression here are fantastic, and I feel that the services we provide to customers and carers are incredible.”
Meet a branch manager
Denny Cloonan, Solihull branch
Denny is one of our incredible branch managers. “I’ve been with the business for over 10 years now after beginning my career here as a part-time carer,” she explained. “Now I’m the manager of our Solihull branch.
“My role is to support both carers and customers throughout their care journey, making sure the best quality service is provided for those living in the local community. I am also a dementia champion, which has really developed my understanding of support and supervision for those working with, and living with, the condition.”
Denny added, “I am always astounded by the quality and commitment of our carers – we handpick them for their personality and their compassion. My role is supporting them so they can concentrate on taking care of our customers.”
Meet an area manager
Amanda Ansell, South East England
With around 35 years of experience in care – as a carer and care manager – Amanda brought her skills to the Helping Hands training team in 2016. She became Area Manager for the South of England in 2017.
As well her vast experience of working within care, Amanda is also a dementia champion at Helping Hands.
Meet our Head of Clinical Care
Mel is the Head of Clinical Care at Helping Hands. Having set-up our nursing care service over 15 years ago, she developed a team of experienced clinical nurses who now support our many customers who are living with more complex healthcare needs.
A registered nurse and member of the Nursing & Midwifery Council, Mel has clinical experience covering a range of fields, including spinal injury, acquired brain injury, dementia, cerebral palsy, behavioural issues and neurological illnesses. She now assesses and directs clinical care plans, implements medical support and offers advice to our customers and their families relating to their specific conditions and treatment needs.
Mel said, “It’s hugely rewarding setting up support for people with clinical needs, who perhaps don’t think it’s possible to live in their own home with the degree of independence and enablement they desire. It makes a huge difference to their wellbeing.”Meet our nursing team
Meet a clinical nurse specialist
A qualified registered nurse, Julie has experience of many different care settings: from the acute hospital to hospices and nursing homes. Based on all her years of experience, she’s passionate that care should always remain as a choice. “A choice that is made by the person as an individual wherever possible,” she explains, “and one that involves that person in the planning of their care.”
Julie goes on to share: “Helping Hands is a responsive service that addresses people’s wishes and choices to ensure that we consistently deliver a positive experience and the best outcome for the customer.
“We provide people with that choice and support, enabling them to remain well for as long as possible within their own home, and in turn reducing social isolation and improving the quality of their lives.”
Meet our Compliance & Risk Officer
Having joined Helping Hands in early 2016, Anna-Marie plays a crucial role in reviewing and monitoring our care services to ensure we meet and exceed the standards of the Care Quality Commission (CQC) and Care Inspectorate Wales (CIW). She helps to share best practice policies and procedures across the business.
“A typical day for me involves supporting our branches,” she explained. “I regularly visit them to ensure we are fully compliant with the regulatory standards and that we are providing the best service to our customers. This involves completing internal audits, attending regional meetings, creating customer surveys, monitoring our whistle-blowing line and investigating any complaints.
“I love working at Helping Hands,” Anna-Marie added. “The sheer size of the company means we can safe-guard against problems, provide extra training when needed and continuously improve to provide the highest standards of care.”
Join the Helping Hands team
Are you interested in joining the Helping Hands family? Search for our latest vacancies at head office and throughout the country.Find your next job