ECM Coordinator

A prestigious domiciliary care business is looking for an ECM Coordinator (Electronic Call Monitoring) to cover the Hertfordshire area on a full-time/permanent basis.

They provide domiciliary care on a large scale, and they are growing rapidly as a business and service provider.

The ECM Coordinator will be responsible for the day-to-day monitoring, accuracy, and compliance of the Electronic Call Monitoring (ECM) system. The role ensures that care visits are delivered as commissioned, accurately recorded, and aligned with safeguarding, payroll, and Local Authority requirements.

The post holder plays a key role in supporting service delivery, quality assurance, safeguarding oversight, and accurate payment of care staff.

• Monitor the system daily to ensure all care visits are logged accurately and in line with commissioned care hours
• Identify and investigate missed, late, or incomplete calls and elevate in accordance with our safeguarding and escalation procedures
• Liaise with care staff and coordinators to resolve ECM discrepancies and reinforce correct ECM usage
• Ensure compliance with Local Authority commissioning and contractual obligations

• Identify trends or anomalies in care delivery that may indicate safeguarding concerns or risks to service users
• Escalate safeguarding concerns promptly to the Registered Manager/Operations Director
• Maintain accurate records to support safeguarding enquiries, audits, and investigations
• Support Field Care Supervisors and management in monitoring continuity and quality of care

• Work closely with the payroll and finance team to ensure data aligns with timesheets and payroll submissions
• Validate delivered care hours to support accurate and timely payment to care staff
• Investigate and resolve discrepancies between rotas, data, and payroll records

• Act as a key point of contact within the Hemel office for queries
• Liaise with Care Coordinators, Field Care Supervisors, and management to support effective rota planning
• Respond to Local Authority requests for data and compliance information

• Produce regular ECM and compliance reports for internal management and external stakeholders
• Maintain accurate records in line with GDPR and our data protection policies
• Support CQC inspections and Local Authority audits by providing ECM evidence and reports

• Experience working in adult social care (domiciliary care preferred)
• Experience using Electronic Call Monitoring systems
• Strong attention to detail and data accuracy
• Good understanding of safeguarding in adult social care
• Ability to manage competing priorities in a busy office environment
• Good IT and communication skills

To apply for this role as ECM Coordinator, please click apply online and upload an updated copy of your CV.