Care Support Worker Level 2 Selection Process

Introduction The selection process for all RMBI roles has been reviewed and now includes a number of stages to ensure that we select the right individuals to work in our Homes. Our residents need to feel they are looked after by staff that embrace the RMBI values and automatically and consistently deliver person centred care, thinking about our residents needs first and foremost. This pack enables recruiting managers to test candidate skills, knowledge and behaviours for the role they are being recruited for. Interview questions are competency based and have been aligned to our competency framework. In addition to this each candidate, regardless of role, will be required to meet our residents and the recruiting manager will observe this interaction. This may be part of a two stage interview process or for basic roles part of the full recruitment and selection session. In addition to this each role has an ability test which needs to be completed and passed to a satisfactory level. Individual candidate briefs have been produced and should be issued to candidates on the interview day and not before. Where an ability test has to be completed a quiet environment should be made available. Only candidates that meet these standards and have the right to work in the UK will be offered a role. All interview and selection processes enable the candidate to also find out more about the RMBI. The level of information and the experience during the process needs to be professional and informative. Recruiting managers should ensure that candidates are fully aware of what is expected during the selection process, especially if they are required to complete an ability test, and also be provided with guidance on the time they will be on-site. I hope that our new approach will ensure we always select the right person and they have a long and successful career with the RMBI. Louise Bateman Director of Human Resources September 2014

Care Support Worker Level 2 There are three parts to the selection process for Carer Support Workers Level 2: 1. Interaction with Residents: Candidates will be asked to join a resident in the lounge for a chat for a maximum of 15 minutes. The recruiting manager will join them. The recruiting manager will introduce the candidate to the resident, and then leave them to open and develop the conversation with the resident. The recruiting manager will note the tone, focus and ease of conversation in order to be able to assess their suitability to work with our residents. 2. Knowledge and understanding of effective personal care: Candidates will be asked to write a short paragraph response to the question: ‘Describe your approach when bathing a resident’ Candidates will be given 15 minutes to complete their written response. Candidate responses will be evaluated against the following criteria:

• Understanding of Infection control • Being conscious of ensuring health & safety and doing so thoroughly • Demonstrating a good working knowledge of Moving & handling principles • Maintaining the resident’s dignity at all times • MCA/DOLS • Demonstrating an awareness of the need to consider and how they would

influence the ambience • Clarity regarding their approach to delivering personal care • Clear focus on the resident’s preferences

3. Interview This comprises two parts: Part 1: The Biographical Check – This is a generic check which must be undertaken for all candidates for all roles. Part 2: Competency Questions. These are specifically designed for each role.

1. Interaction with Residents: Recruiting Manager Brief Explain to candidates that getting to know our residents is a key responsibility for all of us who work in RMBI Care Homes. Explain that as part of the recruitment process we have therefore arranged for the candidate to spend up to 15 minutes with one of our residents to find out what they can about them. Confirm that candidates are not required to find out anything in particular about their resident. Rather, their task is to just find out what they can and generally chat with them. Give them a copy of the written brief and allow them a few minutes to prepare themselves if they wish to have this. Make sure that you have identified a resident who is willing and able to participate in this activity. Arrange for this resident to be in a quiet seating area ready for you and the candidate to join them. Introduce the candidate to the resident and allow them to sit together. You should also join them, but sit back from them so that you are not drawn in to the conversation. The conversation should be between the resident and candidate only. Allow their discussion to continue for a maximum of 15 minutes. Remain vigilant of the resident’s comfort with the conversation. In the unlikely event that it appears that the resident is beginning to feel uncomfortable, step in and stop the conversation. Do this as neutrally as possible to avoid causing upset on either part. Thank both parties for participating in the activity. Observation Your role during the conversation will be to observe and record as much of it as possible:

• Record any facial expressions, examples of body language as well as the words actually said.

• Record resident’s responses as well as the questions asked/contributions made by the candidate.

• Record the length of time the candidate spends talking and also listening. • Record the impact the candidate’s questions/ contributions have on you, e.g.

would you feel listened to? Would you feel you want to answer their question? Do you feel genuine interest in the question being asked? Do you understand the question easily?

Interaction with Residents: Care Support Worker Level 2 Selection Process:

Assessment

Candidate name: …………………………………………………………………. Role Applied for: …………………………………………………………………. Location: …………………………………………………………………. Date: ………………………………………………………………….

Competency: Customer Focus Examples of positive indicators Shows genuine interest in what the resident tells them Sticks with the resident’s agenda, not their own Asks questions to find out the resident’s perspective. Encourages open and honest dialogue.

Evidence Summary: Overall rating (0 – 4)

Competency: Communication Examples of positive indicators: Starts talking to the resident with ease, without any awkward delays. Engages the resident with open gestures and encouraging facial expressions Responds appropriately to resident’s conversation with a low level of disclosure of their own views/experiences Avoids taking over the conversation Allows the resident to talk, summarising and reflecting back what they’ve been told Smiles, appears to be enjoying the conversation Relaxed pose, at ease with themselves and the resident

Evidence Summary: Overall rating (0 – 4)

2. Knowledge and understanding of effective personal care

Recruiting Manager Brief Ensure the candidate is situated in a quiet room without distractions or interruptions for this activity. Explain to candidates that providing effective personal care for our residents is paramount for us at RMBI. Tell them that for this activity they will be asked to write a short paragraph describing their approach to an example of personal care. The incident they should describe is: ‘Describe your approach when bathing a resident’ Explain to candidates that they now have 15 minutes to write a short summary of what their approach is. Give the candidate time on their own to prepare their summary, returning after 15 minutes to collect their report.

Knowledge and Understanding of Personal Care: Care Support Worker Level 2

Assessment

Candidate name: …………………………………………………………………. Role Applied for: …………………………………………………………………. Location: ………………………………………………………………….. Date: …………………………………………………………………..

Evidence Summary: Overall rating (0 – 4)

Competency: Knowledge and understanding of Person Centred Care Examples of positive indicators: Demonstrate an understanding of infection control through specific references Demonstrate focus on ensuring health & safety requirements are adhered to, and doing so thoroughly Demonstrating a good working knowledge of Moving & Handling principles through specific references Approach described is conducive to maintaining the resident’s dignity at all times MCA/DOLS appropriately referenced Demonstrate awareness of the need to consider and how they would influence the ambience Clearly articulate their approach to delivering personal care Demonstrate clear focus on the resident’s preferences

3. Interview Part 1 – Biographical Checklist

Candidate Name

Interviewer(s) Name(s)

Date of Interview

Position Applied For

Please ensure that the candidate’s full employment history (from leaving full time education) can be accounted for. If any gaps exist due to unemployment or education please record details below.

Gaps in Employment History (continue overleaf if necessary)

Dates (to/from)

Reason for gap Contact details supplied To be advised

Do you require a Visa to work in the UK? Yes/No

If Yes, when does it expire?

– Check expiry date & take a photocopy

If yes, applicant MUST produce a Work Visa

If No, applicant must produce appropriate documents required: See the Right to Work Policy for full details

Original documents produced Yes/No

If yes, original document checked by a member of the management or administration team and copies taken, signed and dated as true copies

Yes/No

Please ensure that all sections are completed Have you ever worked for the RMBI before? If so, what was your role? When were you employed? What was your reason for leaving?

YES NO

If you were successful the next stage would be reference checks and a DBS check. Is there anything you would like to highlight at this stage? (Any Criminal Convictions)

YES NO

DBS

Do you subscribe to the DBS Update Service?

If yes, do you authorise the RMBI to receive up to date information in relation to your enhanced criminal record DBS Certificate, for the purposes of asking an exempted question for a prescribed purpose within the meaning of section 113B of the Police Act 1997?

Do you authorise the RMBI to copy your existing enhanced DBS disclosure certificate and to securely store it?

If no, we will need to apply for an enhanced DBS disclosure check, the DBS will only send the certificate to you. You must provide the original certificate to the RMBI within two weeks of it being issued, or any offer of work may be withdrawn. Do you agree to provide your original certificate to us?

Do you authorise the RMBI to copy this certificate and securely store it?

YES NO YES NO YES NO YES NO YES NO

HOURS OF WORK

Explain the hours of work required for this role. Explain that this role does require a degree of flexibility towards their hours of work.

Advise the candidate of the general requirements of the role including:

- if applicable: weekend working - if applicable: the need to travel to other Homes for meetings,

training and providing assistance Do you have any concerns about being able to do this role?

REMUNERATION & BENEFITS

- Current salary and any allowances - Current benefits package - Confirm salary and benefits expectations if appropriate - Salary/hourly rate for the role - Annual leave entitlement and rules re carry over. - RMBI sick pay scheme (overview of hourly paid or salaried) - Auto-enrolment into pension scheme: People’s Pension Scheme

START DATES

If successful in your application, on what date would you be able to start?

How much notice do you have to give to your current employer?

Are you pursuing any other positions?

If so, what is the current status of these?

If applicable: What is your availability for a final interview should you be shortlisted?

Do you have any commitments (e.g. holidays/ appointments) over the next four months that will affect your ability to attend training/work?

(Check Dates and Reasons)

QUALIFICATIONS & TRAINING

- Confirm what relevant qualifications they have, e.g. NVQ, RN, in date PIN, etc.

- Confirm any relevant training they have had and when:

Take copies of all these documents and certify the copies as true copies, signing and dating each one.

REFERENCES Referee Details to cover full employment in the last five years, please obtain and detail on continuation sheet: Explain these will only be requested if they are offered a position; and in relation to their current employer, explain a reference from them must be obtained, but permission from the candidate to approach the referee will be sought. Where necessary, you should also obtain details of a professional character referee and explain why this may be necessary, e.g. if they have gaps in their employment history in the last five years, one of their employers no longer exists, you anticipate difficulties in obtaining a reference (i.e. overseas); this will help vouch for their honesty and integrity. - Company Name - Referees Name - Position (HR Department/Department/Regional Manager) - Address - Telephone number - Email address Referees Details: NEXT STEPS Explain what happens next, i.e. will there be another interview, if so when these will be arranged for. If not, inform candidates when they will be informed of your decision. Explain that the successful candidate will be asked to complete a Health Questionnaire which is sent under confidential cover to HR.

3. Interview Part 2 – Competency Questions - Care Support Worker Level 2

Candidate Name

Interviewer(s) Name(s)

Date of Interview

Position Applied For

Technical Skills Indicators: Please refer to the person specification of the job description Explore existing role/previous roles to identify evidence that the candidate has the technical skills needed. Establish the extent of the candidate’s awareness of the implications of working in the care environment. Ensure the candidate has a thorough and realistic understanding of the role for which they have applied.

Customer Focus Providing the best quality service to residents, other customers and key stakeholders Indicators • Listens and responds to residents, and/or internal and external customer’s

needs as a priority. • Treats all residents and internal and external customers in a helpful and

empathetic manner. • Presents a positive image of the RMBI to all. • Seeks direction where appropriate. • Recognises different people have different needs. • Challenges appropriately and is prepared to raise concerns that affect the

quality of resident care or quality of work produced. How well do you feel able to provide your customers with the service they expect?

(What are the difficulties? How do you manage these? What are the things you feel you do particularly well?)

Can you give us an example of when you have been particularly proud of the service you have delivered to one of your customers?

(What were the circumstances? What did you do? What was the reaction of your customer?)

Evidence Summary:

Rating:

Communication Communicates well with others and clarifies understanding Indicators • Greets all residents, relatives, visitors, suppliers and colleagues in a courteous

and positive way. • Communicates constructively in a polite and acceptable manner. • Writes in an accurate, clear and concise way. • Listens to others, taking account of their views. • Asks questions to check understanding. • Uses appropriate language at all times. • Maintains confidentiality at all times. Tell us about an occasion where you have had to work hard to communicate something to a customer/resident/colleague?

(What was the situation? What caused the difficulties? What was your approach? What was their reaction? What was the outcome?)

How do you ensure that you keep matters confidential and keep accurate and well written reports?

Evidence Summary:

Rating:

Supporting Others Managing self and supporting others Indicators • Is friendly and approachable. • Values diversity and treats others with respect and in accordance with the RMBI

Diversity and Equality Policy. • Listens to and appreciates others’ points of view. • Works flexibly and willingly contributes to the teams’ work. • Aware of the impact of their behaviour on others. • Supports their team members. Give us an example of when you feel you have worked particularly well as part of a team.

(What situation did you find yourself in? What did you do? What issues arose? How did you resolve these? How did your contribution benefit the team?)

Can you give an example of when you struggled to get on with someone?

(What did you do in these circumstances? How successful were you?)

What does diversity mean to you when working and supporting others?

(Try and gain their views and understanding of different cultures and beliefs)

Evidence Summary:

Rating:

Planning & Prioritising Reliable and focused on day to day delivery Indicators • Punctual and reliable. • Organised and efficient. • Responsible for their own performance. • Has a clear understanding of what is to be achieved. • Seek clarity if faced with conflicting priorities. • Takes responsibility for the job they have been given. • Follows instructions. Can you give us a recent example of when you were faced with conflicting priorities. How did you resolve the situation?

(What were the circumstances? What did you need to take in to consideration? Did you have any help from anyone? What was the outcome?)

What experience do you have of following policies and instructions?

(How comfortable are you in working in this way? What makes you feel frustrated or unhappy when being guided to do something?)

Evidence Summary:

Rating:

Change Management/Resilience Supports change and is prepared to do so for others’ benefit Indicators • Maintains enthusiasm and commitment. • Prepared to try new things. • Accepts that change happens. • Understands that change can bring about improvement for the quality of

residents lives. • Raises individual concerns about change that affects them in a professional and

respectful manner. • Tries to see the other point of view. • Is flexible to deliver what the residents/internal and external customers need. • Stays calm even if things don’t go to plan.

Describe a situation when changing circumstances have meant you have had to change your normal procedures or way of doing something in order to achieve the objective or task.

(What was the situation? How did the circumstances change? How did you change your normal way of doing things? What was the outcome?)

Evidence Summary:

Rating:

Focus on Results Gets the job done in a positive way Indicators • Has a willing, helpful and positive approach to work. • Is committed to fulfilling the requirements of their job. • Tries their best at all times. • Always works towards delivering the best quality of work or care for residents. • Makes sure tasks are completed. • Are thorough in their work. Give us an example of when you have had to ‘go the extra mile’ in order to get a job done/avert a crisis.

(What was the problem? What were you trying to achieve? Did you manage to achieve this? What did you do that really made a difference?)

Describe a time when you have made a mistake

(What caused it? What did you do? To what extent were you able to rectify it?)

Evidence Summary:

Rating:

Finance and Resource Management Uses resources efficiently and effectively Indicators • Understands the cost of resources and equipment. • Is not wasteful of RMBI materials or resources. • Takes responsibility for undertaking their role so that costs are kept to a minimum

e.g. agency staff. • Raises concerns about unnecessary costs in a professional and appropriate way. Give us an example of how you have been creative in your use of resources in order to deliver a great result?

(What was the situation? What were you trying to achieve? Was it successful?)

When have you raised concern to your manager/shift leader in the use of resources when you considered that wastage was happening?

(What was the situation? How did you go about this? What was the result?)

Evidence Summary:

Rating:

CANDIDATE OVERALL SUMMARY OF ASSESSMENT

This overall summary will be kept as a record of your decision. It is important that it is completed fully. Summarise your evidence for each competency. Also note your rating for each competency tested in each activity. Use a separate column for your ratings for each activity. Not all competencies are tested in all activities.

Candidate Name:

Role Applied For:

Location:

Date of Assessment:

Assessors:

Rating Scale

Rating Description Definition 4 Strength Candidate has offered several examples of

behaviour, which demonstrates all essential indicators and some additional indicators

3 Required Standard Candidate offered several examples of the essential indicators and can therefore be judged as competent

2 Below Required Standard Candidate has some limited success but also demonstrated negative examples of behaviours

1 Well Below Required Standard

Describes or demonstrates several negative examples of behaviour

0 Not Observed No evidence gathered

Competency

Evidence

Rating: Interview

Rating: Resident Interaction

Rating: Personal Care

Overall Rating

Customer Focus

Communication

Supporting Others

Planning and Prioritising

Change Management/

Resilience

Focus on Results

Finance and Resource Management

Key Strengths Development Areas Action/Decision