Lucy Mackie

Main Duties and Key Accountabilities:

• Lead and develop effective care services that meet user needs.
• Strategically enhance the Community Support Service, growing its capacity and availability.
• Foster partnerships with care providers and government departments.
• Develop links within Adult Social Care and related services.
• Provide professional leadership and expertise to the Community Support Service team.
• Develop protocols, operating procedures, and ensure resource efficiency.
• Oversee recruitment, risk management, and compliance with health and safety policies.
• Assure service quality, promote continuous improvement, and resolve service-related issues.
• Ensure staff are trained, appraised, and supported in emotionally challenging environments.
• Lead the implementation of quality assurance and manage crisis situations.
• Maintain flexible working hours and provide out-of-hours cover as needed.

Leadership:

• Provide strategic leadership and collaborate on the development of The Strategy for Older People.
• Lead business planning, performance indicators, and budgeting for the service.

Performance Management & Improvement:

• Contribute to performance reviews and ensure effective team performance.
• Supervise and appraise staff within the service.

Management of Staff and Resources:

• Effectively manage staff and resources, including supervising Team Leads and Admin Support Staff.
• Delegate budgets, monitor expenditure, and take corrective actions as needed.

• Supervised a team of 12 Home Carers delivering Home Care Packages to 50 Service Users
• Working very closely with the Social Work team, District Nursing Team and Long-Term Conditions Co-ordinator to provide packages of person-centred care that meet the needs of the Service User
• Developed person-centred care plans adhering to domiciliary care standards and R&I requirements
• Coordinated with therapy departments to assess and implement aids for safer living environments
• Increasing/decreasing Care Packages as necessary or arranging flexible funding through the Social Work Team
• Conducting service quality visits to ensure high standards of home care delivery
• Coordinated with hospital social workers reviewing care plans for safe patient discharge
• Attending MDTM's as required
• Updating RiO progress notes
• Producing complex monthly Rota's for Staff taking into account split shifts and weekends
• Scheduled daily care visits using care management software
• Delivered on-call support to Home Carers outside office hours
• Undertaking staff supervisions, bimonthly
• Taking a monthly staff meeting
• Attending Supervisors meeting
• Dealing daily with a wide range of issues that arise with Service Users and Home Carer's
• Organised and monitored staff training to maintain up-to-date mandatory training records
• Gained Trusted Assessor Qualification for basic equipment prescription to support care delivery

• Acted as Unit Manager during Manager's absence on late shifts, weekends, and bank holidays
• Being responsible and accountable for the management of a named unit in the absence of the Manager
• Inducting and mentoring new staff
• Guided staff to realise their potential through a kind and supportive leadership style
• Reporting environmental issues to Estates
• Oversaw cash handling for residents
• Managed rota planning and implemented efficient changes to address urgent staffing requirements
• Facilitated return to work meetings with staff to address sickness and update online records
• Working in Partnership with families and health professionals to enhance the quality of life of Residents
• Handling difficult and emotional situations, being empathetic to Residents and their relatives
• Managed monthly and PRN medication orders and ensured accurate receipt from pharmacy into unit
• Administering Insulin to Residents
• Ensured completion of Controlled Drugs register and performed stock checks
• Supervised care workers' medication management
• Led supervisions for six team members, facilitating Care Plan development
• Ensured consistent review and audit of care plans
• Completing Risk Assessments
• Conducting quarterly review meetings with families

• Enabled Service Users to live in their own homes for longer
• Administered medication as prescribed
• Helped individuals manage daily activities of living due to age, illness or injury, or chronic condition.
• Assisted with personal hygiene tasks, maintaining dignity and respect

• Responsible for a team of Call Agents and 2 Receptionists
• Analysing call traffic, setting standards and professional values, organizing staff training, providing call traffic reports for Senior Management
• Chairing weekly meetings and providing minutes, dealing with customer complaints, liaising with IT departments and Manx Telecom, carrying out staff appraisals and attending monthly board meeting with Senior Management
• Checked technical accuracy of calls in evolving conditions
• Coordinated with other departments to ensure seamless customer experience across all platforms.
• Directed call centre workflow, delegating tasks and continuously monitoring performance for adequate staffing and service levels.

• Responded to customer and broker calls efficiently in a busy and fast-paced call centre
• Managed complex calls effectively while resolving customer and broker complaints professionally
• Managed computer system updates and conducted follow-up communication
• Utilised multi-line telephone systems for efficient call handling.

• Processed customer cash and cheque transactions efficiently and accurately for savings accounts
• Conducted end-of-day reconciliation, ensuring financial accuracy.
• Followed security procedures.
• Improved customer satisfaction levels by maintaining in-depth knowledge of bank products and services.
• Organised transfers to move money between customer accounts, between customers, and between businesses.

• Coordinated Middle East Help Desk for customer services
• Managed daily customer service for Hong Kong office effectively
• Responded to customer queries and requests via email and telephone within agreed timeframes
• Provided customer statements for life and bond products
• Delivered tailored services to Middle Eastern brokers to meet requirements
• Managed high volumes of calls efficiently in fast-paced environments
• Resolved complaints with effective problem-solving skills.