Monitoring & Responding Officer
24/7 Emergency Response Service
An exciting opportunity to join a frontline emergency response service supporting vulnerable residents to live independently and safely in their own homes.
About the Role
* Provide a professional and compassionate call handling service for routine and emergency calls
* Use a call monitoring platform to assess risk and identify appropriate intervention
* Deliver mobile response to residents’ homes across the borough
* Make on-the-spot assessments and coordinate support from emergency services, health professionals, family or care agencies where required
* Provide reassurance and practical assistance during emergencies
* Carry and operate specialist equipment, including safe lifting equipment and basic first aid
* Undertake minor maintenance of telecare equipment (battery changes, minor faults, equipment failures) to ensure continuous service
* Maintain accurate, timely records and ensure confidentiality at all times
* Promote dignity, choice, independence and safeguarding in every interaction
* Work collaboratively with colleagues and partner agencies to deliver a high-quality service
Shift Pattern
* 7am–3pm, 3pm–11pm, 11pm–7am
* 7 days a week including weekends and bank holidays
* 20-minute handover required before each shift
About You
* Experience working in an emergency call monitoring environment
* Experience supporting vulnerable adults in a social care or similar setting
* Confident using call monitoring systems (e.g. PNC or Tunstall/Verklizan; Answerlink desirable)
* Excellent communication skills with a calm and empathetic approach
* Ability to assess situations quickly and make sound decisions under pressure
* Strong IT and administrative skills
* Understanding of safeguarding and person-centred care
* Physically able to undertake frontline duties including safe lifting
* Full, clean UK driving licence (fleet vehicles provided subject to assessment)