Quality Monitoring Officer

Job Title: Quality Monitoring Officer
Starting Salary: £34,434 progressing to £37,280 per annum
Hours: 37 per week
Location: Farnham House, Stevenage or Apsley, Hemel Hempstead
Contract Type: Permanent
Directorate: Adult Care Services

About the team

Join our Provider Monitoring and Assurance Team at Hertfordshire County Council, where we ensure that adult social care services are safe, effective, and high quality — supporting people to live fulfilling lives in line with our Connected Lives approach.

We use a web-based platform called PAMMs to monitor and assess services across the county.

This is a great opportunity to be part of a passionate, open team committed to improving care. You’ll play a key role in making sure individuals can share their experiences and help shape future services.

We are responsible for:

• Monitoring care providers to ensure high standards of quality and safety
• Promoting choice, control, dignity, and respect
• Applying a consistent approach across all service types
• Supporting the development of a diverse and sustainable care market
• Aligning PAMMs audits with contractual standards
• Helping the council meet its Care Act duties

About the role

This role will mainly support our work with individuals receiving commissioned homecare services. Their feedback is vital to assessing service quality. You may also be asked to support other areas of the team’s work when needed.

Key Responsibilities:

• Capture the views of individuals and carers during PAMMs assessments, focusing on Homecare services
• Ensure timely completion of service monitoring
• Engage with a set percentage of people we support to gather feedback through structured questions
• Respond to concerns raised by individuals, carers, health partners, internal teams, and the CQC
• Highlight and report examples of good practice

This role offers the chance to be part of a supportive team, ensuring Individuals’ voices are heard and used to shape better outcomes. By gathering and sharing feedback, you’ll help improve the quality of care.

You’ll play a key role in monitoring Homecare Services, helping HCC assess providers against contract standards.

About you

Essential:

• Experience of working in health or social care
• Proven ability to communicate effectively via phone, Microsoft Teams, email, and messaging platforms such as WhatsApp
• Confident user of IT systems, including experience with file management tools and digital platforms
• Strong written communication skills, with experience preparing reports and delivering presentations
• Direct experience engaging with people we support and/or unpaid carers in a professional setting
• Able to work independently and manage tasks remotely, while also collaborating effectively within a team, with the ability to travel to meetings across the County as and when needed.
• Excellent organisational skills, with a track record of managing workload, meeting deadlines, and adapting to changing priorities
• Familiarity with safeguarding principles and their application in adult social care settings

Desirable:

• Full driving licence and access to a car.
• Knowledge of Quality Assurance processes.
• Contracting or commissioning experience.
• Stakeholder engagement, which can include focus groups, tenant/carers meetings.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is within the Health and Social Care Services, level HSC9 job profile. Please locate this via:

Job profiles - Health and social care

To hear more about this opportunity please contact michelle.muggridge@hertfordshire.gov.uk or bryony.morris@hertfordshire.gov.uk for an informal discussion about the role.

Interview Date: Week commencing 8 September

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Additional information

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.