Location: Sandringham, Johannesburg
Position Type: full time – fixed term contract
Purpose of the Job
To provide
day-to-day operational and administrative supervision across the Home-Based Care programme, ensuring the effective coordination of services, staff, clients and operational processes. The role provides operational continuity, supports the resolution of client and service-delivery matters, and ensures that programme activities are implemented efficiently and in accordance with established policies, procedures and service standards.
The Operational Supervisor acts as a key link between the HBC team, clients, families, service providers and internal departments, supporting service coordination, client navigation, administration, reporting and continuous improvement.
Role and Responsibilities
Operational Supervision & Service Coordination
- Supervise and coordinate the day-to-day operational activities of the HBC programme.
- Monitor service delivery, workflows, schedules and operational requirements to ensure continuity of services.
- Coordinate appointments, transport, referrals, service providers and other operational requirements.
- Provide guidance and support to staff on routine operational matters and ensure agreed actions are followed through.
- Identify operational challenges, service gaps and recurring issues and escalate or recommend appropriate solutions.
- Ensure effective communication and coordination across the HBC team and relevant internal departments.
Client Screening, Support & Service Navigation
- Maintain a strong understanding of HBC services and the wider services available within the organisation.
- Receive and screen potential client and family enquiries and establish the appropriate service pathway.
- Ensure clients are appropriately directed to the relevant HBC programme, internal department or external service.
- Coordinate referrals and follow-up to ensure that client needs are appropriately addressed.
- Support staff with complex or urgent client and family matters and facilitate appropriate interventions.
- Maintain professional, compassionate and respectful relationships with clients and families.
Crisis & Operational Support
- Coordinate the immediate operational response to client, family and service-delivery issues.
- Support social workers and relevant team members with urgent client matters and interventions.
- Provide operational continuity when the Programme Manager is unavailable, within established procedures and delegated authority.
- Coordinate urgent referrals, appointments, transport, staffing and service-provider requirements.
- Ensure incidents and urgent matters are appropriately documented, followed up and escalated where required.
- Escalate matters requiring clinical, statutory, disciplinary, HR or significant financial decision-making to the appropriate authority.
Staff Supervision & Workforce Coordination
- Provide day-to-day operational supervision and support to HBC staff.
- Assist with staff scheduling, leave planning and workforce coordination to support service continuity.
- Coordinate staff onboarding, orientation and operational training requirements.
- Monitor adherence to operational procedures, service standards and agreed work practices.
- Identify training, support and operational needs and bring these to the attention of the Programme Manager.
- Promote effective teamwork, communication, accountability and service excellence.
Administration, Reporting & Quality
- Ensure accurate and up-to-date client records, databases and programme documentation.
- Monitor the completion of required administrative processes and documentation.
- Compile programme statistics, operational reports and management information as required.
- Monitor programme KPIs and service-delivery information and highlight emerging trends or concerns.
- Maintain SOPs, forms, templates and administrative systems in collaboration with the Programme Manager.
- Support audits, quality reviews, accreditation requirements and corrective-action processes.
- Identify opportunities to improve operational efficiency, service quality and client experience.
Rimon Private Care & Programme Support
- Oversee the day-to-day administration and coordination of Rimon Private Care services.
- Coordinate caregiver recruitment administration, onboarding, placements and related documentation.
- Coordinate communication between caregivers, clients and families.
- Assist with quotations, service agreements, invoicing and placement administration.
- Monitor rosters, leave arrangements and operational requirements.
- Maintain accurate placement records and compile relevant operational statistics and reports.
Financial & Resource Administration
- Support the Programme Manager with monitoring programme expenditure and Cost Centres.
- Process and coordinate invoices, purchase requests, quotations and procurement requirements within delegated authority.
- Maintain appropriate records relating to programme expenditure, assets, stock and resources.
- Identify operational resource requirements and communicate potential budget pressures to the Programme Manager.
- Provide information required for donor, grant and management reporting.
Programme & Service Development Support
- Assist the Programme Manager with operational and strategic planning.
- Participate in service and programme gap assessments.
- Identify recurring client needs, operational challenges and opportunities for service improvement.
- Support the implementation of approved projects, new services and operational initiatives.
- Prepare information, reports and operational analysis to support management decision-making.
- Assist with the development and implementation of improved processes and service-delivery systems.
Stakeholder & Internal Coordination
- Liaise professionally with clients, families, caregivers, hospitals, specialists, community organisations and service providers.
- Coordinate with internal departments including Social Work, Finance/Accounts, Care Services and other relevant organisational services.
- Ensure relevant information is communicated accurately and timeously.
- Maintain effective working relationships with internal and external stakeholders.
Qualification
Qualifications and Education Requirements
- Relevant qualification in Social Services, Healthcare Administration, Business Administration, Operations Management, Project Management or a related field.
Experience
- Minimum 3–5 years’ relevant experience in healthcare, welfare, community services, NPO/NGO, administration or operations.
- Previous experience in a supervisory, coordination or team-lead capacity.
- Experience working with clients, families and multidisciplinary teams.
- Experience in programme administration, reporting and operational coordination.
Experience in Home-Based Care or a similar service environment will be advantageous
Preferred Skills
- Strong operational and administrative coordination skills.
- Previous supervisory or team coordination experience.
- Excellent organisational and time-management abilities.
- Strong client service and interpersonal skills.
- Effective problem-solving and decision-making within delegated authority.
- Ability to manage multiple priorities in a high-volume environment.
- Strong written and verbal communication skills.
- Ability to handle sensitive and confidential information appropriately.
- Strong reporting, data management and attention-to-detail skills.
- Ability to work collaboratively within a multidisciplinary environment.
- Resilience and emotional maturity when dealing with complex client and family situations.
- Proactive, solutions-focused and adaptable approach.
- Commitment to dignity, compassion, integrity and service excellence.
