CHW101-Key Workers Policy

Registration Number: {{org_field_registration_no}}

Key Workers Policy

1. Purpose

The purpose of this policy is to outline the role, responsibilities, and management of Key Workers at {{org_field_name}}, ensuring that residents receive consistent, person-centred care in line with Care Inspectorate Wales (CIW) regulations. The Key Worker system strengthens relationships between residents and staff, ensuring continuity of care, emotional support, and advocacy for residents’ needs.

This policy aims to:

Define the role and responsibilities of Key Workers.
Ensure personalised and effective care planning.
Promote resident autonomy, dignity, and well-being.
Enhance communication between residents, families, and multi-disciplinary teams.
Provide staff with clear guidance on fulfilling their duties effectively.

2. Scope

This policy applies to:

All residents, ensuring they have an allocated Key Worker.
All care staff, ensuring they understand their roles and responsibilities.
Management and nursing staff, ensuring proper implementation and supervision.
Family members and external professionals, ensuring smooth communication and coordination.

3. Related Policies

This policy aligns with the following:

Person-Centred Care Policy (CHW07).
Dignity and Respect Policy (CHW08).
Safe Care and Treatment Policy (CHW11).
Communication and Engagement with Service Users and Families Policy (CHW42).
Equality, Diversity, and Inclusion Policy (CHW30).

4. Role and Responsibilities of a Key Worker

A Key Worker is a dedicated staff member assigned to a resident to provide emotional, social, and practical support, ensuring their individual needs and preferences are met.

4.1. Building a Relationship of Trust

The Key Worker acts as the main point of contact for the resident, fostering a sense of security and familiarity.
Encourages resident autonomy while supporting their needs.
Ensures that residents’ voices are heard in decision-making about their care.

4.2. Person-Centred Care Planning

Works closely with the resident to develop and review their individual care plan.
Ensures the care plan reflects the resident’s preferences, medical needs, and lifestyle choices.
Supports the resident in expressing their wishes regarding care, routines, and activities.
Monitors changes in the resident’s condition and updates the care plan accordingly.

4.3. Communication and Advocacy

Acts as an advocate for the resident, ensuring their rights and preferences are upheld.
Liaises with family members to keep them informed and involved in care decisions.
Facilitates communication with healthcare professionals, including GPs, district nurses, and therapists.
Attends and contributes to multi-disciplinary team meetings regarding the resident’s well-being.

4.4. Emotional and Social Support

Supports the resident’s emotional well-being, helping to reduce feelings of isolation.
Encourages participation in social activities and engagement with the care home community.
Identifies signs of mental health concerns, such as depression or anxiety, and escalates concerns appropriately.

4.5. Monitoring Health and Well-Being

Observes physical and emotional changes in the resident and reports concerns promptly.
Ensures medications are taken correctly (in collaboration with the nursing team).
Supports residents with daily living activities while respecting their independence.

5. Assigning Key Workers to Residents

Key Workers are assigned based on:

The resident’s preferences (where possible).
Personality and interests, ensuring compatibility between the resident and staff member.
Specialist care needs, such as dementia, physical disabilities, or mental health conditions.
Cultural, religious, and linguistic considerations to provide culturally sensitive care.

Each resident is introduced to their Key Worker during admission and can request a change if needed.

6. Supporting and Training Key Workers

To ensure high-quality Key Worker support, staff must receive specialist training in:

Person-centred care approaches.
Effective communication and active listening.
Safeguarding vulnerable adults.
Managing challenging behaviours.
Recognising signs of deteriorating health and well-being.

Training is refreshed annually and reviewed in staff supervision meetings.

7. Key Worker Responsibilities in Daily Practice

A structured approach ensures that Key Workers fulfil their responsibilities efficiently.

7.1. Daily Tasks

Spend dedicated time with the resident to assess their needs and well-being.
Assist with personal care, mobility, and dietary needs where required.
Provide emotional reassurance and encourage social engagement.

7.2. Weekly Tasks

Review and update the resident’s care plan based on observations and feedback.
Check progress on any healthcare interventions (e.g., physiotherapy, speech therapy).
Arrange and accompany residents to social or recreational activities.

7.3. Monthly Tasks

Hold formal discussions with residents about their care and overall satisfaction.
Engage with family members to share updates and address concerns.
Ensure that resident documentation is accurate, up-to-date, and reflects changes in care needs.

8. Reviewing and Monitoring the Effectiveness of Key Workers

To ensure Key Workers provide effective support, their performance is reviewed through:

8.1. Regular Supervision and Appraisals

Managers conduct quarterly Key Worker evaluations to assess effectiveness.
Residents and their families are invited to provide feedback on their Key Worker.
Concerns about Key Worker-resident relationships are addressed promptly, with reassignments made if necessary.

8.2. Internal Audits and Quality Assurance

Annual care audits assess Key Worker performance and resident satisfaction.
CIW inspectors review Key Worker documentation, ensuring compliance with regulations.
Any identified gaps in Key Worker effectiveness lead to additional training and support.

9. Handling Complaints and Concerns

If a resident or family member has concerns about their Key Worker, they are encouraged to:

Discuss their concerns directly with the Key Worker (if appropriate).
Raise the issue with the Registered Manager for investigation.
Request a different Key Worker if they feel their needs are not being met.
Follow the care home’s formal complaints procedure if necessary.

All complaints are documented, investigated, and resolved in a timely and transparent manner.

10. Compliance and Regulatory Requirements

Key Worker allocations, care plans, and resident feedback are reviewed during CIW inspections.
Staff training records demonstrate ongoing competency in person-centred care.
Internal audits ensure that Key Workers are fulfilling their responsibilities.

11. Policy Review

This policy will be reviewed annually or sooner if:

CIW regulations change.
Best practices in Key Worker systems evolve.
Feedback from residents or families indicates improvements are needed.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.