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What people do in their work

This section outlines the kind of responsibilities someone within this role category is likely to undertake as part of their role.

This role category focuses on people working in administrative roles within adult social care, ensuring the smooth and effective running of services across the sector. This may involve:

• reception duties, call handling and managing enquiries from people who draw on care and support, their families or external agencies or professionals
• maintaining filing systems, helping to implement new support packages and monitoring and maintaining current support packages
• assisting people who draw on care and their relatives in understanding funding systems, making referrals and resolving queries
• completing documentation and supporting care settings to adhere to internal governance procedures and sector regulations
• supporting payroll, finance or human resources processes

This role category could be across a variety of settings. You might work:

• in a residential setting
• in a homecare setting
• through supported independent living
• in day services

While you will not provide support with direct care tasks like personal care, your work in care administration will still play an integral role in enhancing the health, wellbeing and overall experience of individuals who draw on care and support.

It will also provide opportunities to develop knowledge and skills within direct care, with the potential for career progression into care if that is what you want to do.

Examples of the type of role performed

Some role titles for individuals working in administration might include:

• office manager
• admin manager
• admin team leader
• admin assistant
• care co-ordinator
• admin co-ordinator
• home receptionist
• business co-ordinator
• business administrator
• administrator

Values

Values are the foundation underpinning the behaviours that people in this role category must show.

The values are:

• kind, compassionate and empathetic
• honest, trustworthy and reliable
• respect
• courageous and principled
• see the whole person
• flexible, open and learning
• proud and positive

The behaviours people must show (must do)

Behaviours are the way that values are demonstrated in practice.

This section outlines the behaviours required to work within this role category. These are the things people must be doing in their job.

You must:

• act in an ethical and professional manner in the workplace
• build and maintain positive relationships with colleagues and adults in a care setting
• take an organised and methodical approach to completing tasks in a timely manner
• take personal responsibility for developing knowledge and skills and continually seek to improve your performance
• seek to develop personal resilience and maintain wellbeing
• use and promote sustainable practices and challenge unsustainable practices
• treat everyone with dignity, sensitivity and respect, acting with integrity while interacting with others
• actively listen to individuals, families and colleagues to understand their needs
• take pride in your role in adult social care, celebrating achievements and successes
• demonstrate an energy and enthusiasm for your work, ensuring the focus is always on providing the best outcomes for people who draw on care and support
• demonstrate a commitment to maintaining confidentiality

Knowledge and skills people should have

Knowledge is the understanding someone needs to carry out the responsibilities of the role.

Skills are the ability to apply that knowledge in practice.

This section outlines the knowledge and skills someone working in this role category should know and the things they should be able to do in their job.

Diversity of practice: setting-specific training

As part of this role category, you may also be asked to complete setting-specific training, such as completing dementia training when working in a dementia care setting. This will give you a wider understanding of how you can best support the people in your setting who draw on care and support.

We expect organisations to define their own setting-specific training based on the needs of the people drawing on care and support.

Digital skills

As part of learner knowledge and skill development, you can also work to level 1 (digital skills for all) of the .

Knowledge and skills breakdown for this role category

Detailed below are the knowledge and skills expected of someone working in administration services in adult social care. These competencies reflect what is specific to the adult social care environment and do not represent the full range of knowledge and skills an administrator may need.

Understanding the care environment

You should:

• understand how the care in your setting operates
• be aware of relevant legislation and how it might affect the setting you work in and how you need to work (for example, Deprivation of Liberty Safeguards, safeguarding adults)
• understand the role of the local council, health services and other agencies involved in care and support in your area
• understand who funds the care provided to the people you support
• be able to support individuals and their families to understand how care is funded locally
• understand how care is assessed and how care plans are defined within your area or in your setting, and by whom
• be able to support care and support assessment and care planning processes internally within your organisation
• understand the limits of your role and when, in emergencies or otherwise, you need to contact other staff for support

Awareness of common conditions among people who draw on care (specific to your setting)

You should:

• be aware of common conditions that individuals might have within adult social care and how you can support them in the context of your role. This might include:
  • adults with learning disabilities
  • autistic adults
  • adults living with mental health or dementia
  • adults living with physical disabilities
  • diabetes, allergies and other medical dietary requirements
• have an awareness of common medical terms used within the health and social care sector
• be able to speak with confidence when communicating with other professionals, including from the health service and local council

Understanding equipment usage in care settings

You should:

• understand the equipment that is used in your care setting to support individuals’ care needs
• understand who provides and is responsible for the maintenance of the care equipment used in your setting
• understand the role of occupational therapy (OT) in care settings
• be able to make referrals for and support OT assessments in your care setting
• have an awareness of common terms used in OT along with common OT guidelines (such as 2:1 care for moving and handling individuals)

Engaging with outside agencies

You should:

• understand why you might need to make referrals to best support people who draw on care and support
• be able to make referrals as directed by your colleagues
• be able to engage with external systems for making referrals (both digital systems and otherwise)

Engaging with IT systems

You should:

• be aware of what IT systems your organisation uses to manage care in your setting or organisation
• be able to use IT systems as directed by your organisation
• be able to keep up-to-date and accurate records
• be able to support inspections processes as directed by the management in your setting
• be able to support co-ordination of care provision in your setting
• be able to add information to individuals’ digital social care record (DSCR), ensuring they are kept up to date and accurate

Understanding person-centred care

You should:

• understand what is meant by the term ‘person-centred care’
• understand how you can support the provision of person-centred care in your setting
• be able to positively engage with people who draw on care and support, supporting them to have a positive experience with adult social care
• be able to liaise with other professionals externally on behalf of the people you support and their families
• understand the importance of risk assessments in person-centred care
• be able to support with administration and record keeping of risk assessments

Support individuals’ health and wellbeing

You should:

• be able to support the health and wellbeing of people who draw on care and support
• be able to support individuals’ ability to communicate and stay in touch with their family and other loved ones
• understand when other professionals need to be contacted to help support individuals’ health and wellbeing

Additional knowledge and skills

In addition to the above knowledge and skills, administration staff should also have the following competencies that align with the knowledge and skills detailed in the ‘New to care’ role category (as required):

• using and managing data, and data security
• reduce the likelihood of abuse
• demonstrating effective interpersonal skills
• managing your time
• introduction to health, safety​ and wellbeing
• fire safety (health and safety)
• understanding and demonstrating good infection prevention and control measures

Oliver’s Training

Complete Oliver’s Training on Learning Disability and Autism: Tier 1. Tier 2 can be undertaken in settings providing direct care to individuals with autism or a learning disability.