Join Our Team at Corserv Care as a Call Handler (Community Services Out of Hours Officer).
Salary: £ per hour
Working Hours: Week days and Saturday, Sunday and Bank Holidays :-: or :-: - Shift working pattern to be agreed with the manager.
Contract Type: Permanent
Base: Any area of Cornwall reporting to theclosest office available. Mostly home working is required, however office working may be required for training purposes only depending on the requirements of the line manager.
Other: The role of Community Services Out of Hours Officer is an essential part of the services we offer, by providing the out of hours provision days a year. Working in a hybrid role, mostly home working, and as part of a team, you will work a predetermined rota pattern and ensure high quality support to our Care Services Teams and our Service Users.
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About the role: Are you a reliable, calm and supportive person who can provide advice, guidance and respond professionally as the first point of contact if a major incident or safeguarding occurs? In this key role, you'll provide vital Out of Hours Call Handling Support to Services Users and Employees, helping to ensure smooth and efficient Care operations and services. If you're looking to grow your career and you are interested in joining Corserv Care, we’d love to hear from you.
Role Purpose: All calls need to be answered and handled in accordance with our out of hours requirements and standards. This is an essential role in supporting people in Cornwall to return to or remain in their homes and to be as safe and independent as possible with the support of our community care services.
What you'll be doing:
This is an essential role in supporting people in Cornwall to return to or remain in their homes and to be as safe and independent as possible with the support of our community care services.
It is the responsibility of the out of hours team to –
1. Provide out of hours cover on a predetermined rota basis
2. Ensure staff sickness/absence is covered and recorded
3. Be accessible to staff and service users
4. Accept and process referrals received outside of usual office hours
5. Provide advice, guidance and support to service users and staff when contacted for assistance
6. Follow Corserv Care’s policies and procedures by reporting any relevant incident to the out of hours manager
7. Be first point of contact if a major incident or safeguarding occurs
8. Ensure all decisions and actions are recorded and reported to the relevant teams
In addition, the out of hours team must be contacted if any of the following events occurs and such events should be escalated to the out of hours manager –
9. Death or serious injury/illness of a service user of member of staff
10. Safeguarding concerns
11. A service user requires urgent, professional medical intervention
12. Reportable incidents, illness and infections
13. Member of staff acting in breach of their contractual obligations
14. Accepting referrals for the Steps team and setting them up on the system when required.
The role will assist in the induction and training of new staff by confirming and demonstrating best practice, shadowing, and generally supporting them with calls and familiarisation with Corserv Care’s policy and procedures.
15. In addition to basic duty hours, to undertake the duties of the post at other times in accordance with the reasonable requirements of the Management Team to meet the needs of the service.
16. Maintain and update own training relevant to the post and take an active part in the development review of own work, suggesting areas for learning and development in the coming year, it is a requirement of the role that the postholder will take part in regular supervision with their line manager or supervisor.
17. The post holder must –
undertake other duties appropriate to the grading of the post as and when required.
be willing to move between calls handling and administration.
carry out their duties with regard to the Corserv Care’s Equal Opportunities Policy.
undertake training as required.
act at all times within the requirements of the Health and Safety legislation.
You will need:
18. Good knowledge and skills in the use of databases including data input/record keeping.
19. Good IT skills and ability to learn new software.
20. Ability to work in a fast-paced environment and work to deadlines.
21. To be able to remain calm and offer excellent customer service over the telephone.
22. Ability to be flexible to meet rota pattern and service priorities.
The following qualifications and experience are desirable but not essential
23. Previous out of hours experience in a health or social care environment
24. Experience in health or social care
Safeguarding: We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to a basic DBS check.