Care Call Assistant – Overview
Adult Social Care at Gateshead Council supports adults with care and support needs to live safe, independent and thriving lives. We provide statutory assessments, safeguarding, prevention, and a wide range of community-based support in line with the Care Act 2014. Working in a strengths-based way, we focus on wellbeing, independence and personalised outcomes, helping people access the right support at the right time.
Responsibilities
* Serve as the first point of contact for the Council’s out-of-hours service, calmly handling calls relating to emergencies, social care, housing and public safety.
* Carry out appropriate action to ensure all calls are dealt with satisfactorily in line with policy and procedures, including liaison with other staff, agencies and departments.
* Respond to alarm alerts and emergency calls, providing reassurance, taking action and escalating to the right services when needed.
* Deliver a mobile response in the community, including attending client falls, planned visits and providing personal care where required, while working independently and adhering to lone working policies, risk assessments and safety procedures.
* Install, test and maintain assistive technology and key safes, ensuring equipment is safe, functional and understood by clients.
* Visit new and existing clients to gather details, explain equipment and promote independent living.
* Monitor multiple systems simultaneously, responding to alerts such as falls, fire/smoke alarms, wandering alerts and civil emergencies.
* Keep accurate records and databases up to date, completing associated administrative tasks.
* Work collaboratively with colleagues, partner agencies and departments to ensure timely and effective responses.
* Work flexibly across a 24/7 shift pattern, supporting team cover when needed.
* Always deliver a high standard of customer care, reflecting the Council’s values and commitment to the community.
Qualifications
* An NVQ Level 2 in Customer Service, Social Care or Housing Support, or willingness to work towards one.
* Full UK manual driving licence.
* Experience within adult social care, healthcare or a similar support setting.
* Background in customer service, supporting people in varied or challenging situations.
* Ability to remain supportive and professional during emergency or emotionally challenging situations, whether over the phone or in person.
* Caring, respectful approach, with strong understanding of privacy, dignity and individual choice.
* Clear and confident communication skills, both verbal and written, with confidence using IT systems and managing digital records accurately.
* Ability to work independently while also being a reliable and supportive team member.
* Flexible and adaptable, with ability to work across a 24/7 shift pattern.
If successful, this role requires a DBS and you will have to apply for an enhanced Disclosure.
Benefits
* Competitive salary reflecting your skills and experience.
* Outstanding pension scheme – a local government pension provides comprehensive benefits.
* Generous annual leave – 28 days rising to 32 days after 5 years, plus the option to buy up to 10 extra days.
* Learning & development – access a wide range of training, development and progression opportunities.
* Health & wellbeing support – discounted gym memberships via GLL and mental health resources.
* Cycle to work scheme – tax‑efficient cycle to work programme.
* Electric & hybrid car scheme – salary sacrifice scheme to get a brand‑new electric or hybrid vehicle after 12 months’ service.
* Exclusive discounts & salary sacrifice – via VIVUP employee benefits platform, discounts on shopping, travel and services, plus options on white goods, electronics etc. after 6 months’ service.
Our Commitment to You
We are an equal opportunities employer and aim to create a workplace where everyone feels belonging, respect and empowerment. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
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