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 55 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 Carer Services Manager
Jane is the Carer Services Manager at Helping Hands. She said, “I really enjoy my role and work with some fantastic people who are absolutely committed to our customers and carers. My team is fantastic! They are very supportive, not just of me, but also of each other.”
When asked what a typical day looks like in carer services, Jane said, “I rarely have a ‘typical’ day! I am lucky enough to have such a varied role where no day is the same. I could be up-skilling our team, reviewing our processes, managing our carer availability, keeping in contact with our live-in care managers or ensuring that our carers are being looked after.
“We certainly have challenging days but it’s great to be kept on your toes,” she added. “We never have a dull moment, that’s for sure!”
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
Louise Cooke, North East England
Louise is Live-in Care Manager for North East England. “My role is the crucial link between our customers and live-in carers,” she explained. “It’s my responsibility to regularly check-in with customers to ensure they’re happy and that our carers on placement are fully supported.
“I plan and attend home visits with new customers to answer questions and alleviate concerns around what to expect from live-in care – and try to ensure they feel comfortable and happy before starting their care journey with us.” She added, “At times it can be very much a pastoral role.
“The times flies by at Helping Hands. No day is ever the same!”
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 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 with over 30 years’ clinical experience, Helen joined Helping Hands two years ago. She said, “It’s my responsibility to liaise with other professionals across hospital teams, plus case managers, doctors and the customer’s family, to secure the right level of support for both our complex care customers and our carers.
“As clinical nurses, we have a duty of care to be vigilant about the ever-changing clinical landscape and status of our customers working through any complications and developments, so we can provide expert support in difficult and stressful situations,” she explained. “Alongside the professionalism of our role, it’s vitally important to remember to be personable and make ourselves fully available to carers, customers, and family members during their care journey, for whatever support or help they may need.”
Helen added, “I am so lucky to be doing a role that I love.”
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 & Social Services Inspectorate Wales (CSSIW). 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