We are recruiting Out of Hours Coordinators to join our Emergency Duty Team based in Norwich. The ideal candidate must have a calm and caring personality, excellent customer service skills, competent IT skills and a desire to deliver high quality support to our callers, who may be colleagues, health professionals or our vulnerable service users. A background in the care sector is an advantage. Rate of Pay: £13 per hour plus bank holiday enhancements The role involves answering emergency telephone calls from service users, their family members, Care Managers, and our Care Workers across Norfolk, and parts of Suffolk supporting them with their queries, triaging the calls and following the appropriate procedures to accurately record information, escalate incidents to managers or alert other health professionals or the emergency services. Duties include: Ensuring all calls, incidents, and sickness are documented and reported/escalated if required. Logging all incoming calls and documenting actions taken following the appropriate policy and procedures at all times. Assigning care visits to care workers on our electronic care planning system to cover for staff absence or in the event of an emergency discharge. Adding medication to service users’ electronic MAR charts and ensuring changes to the planned care are updated in real time on the electronic care planning system. Dealing with out-of-hours GP, ambulances, local authorities, and safeguarding when required. Providing a compassionate and professional customer service at all times. Full induction training is provided to successful candidates. Despite not being required to deliver care personally, the induction includes the requirement to attend the Care Worker mandatory training to ensure a detailed understanding of regulations and responsibilities of their role in order that you can provide appropriate support and guidance. The role will include shifts on a 4 on/3 off pattern across 7 days per week from 6am to 9am weekdays and 6am to 3pm or 3pm to 10.30pm at weekends. Flexible shift patterns within those parameters may be agreed to meet individuals availability. Further details about the role will be discussed at the interview. Interested? Please apply now! Why work for Hales Home Care? FREE Blue Light Card Early Pay access with Hastee Up to £317 Refer a Friend bonus through Care Friends Reward and recognition schemes: Hales Heroes Monthly Draw, Quarterly Awards and Hales Care Annual Awards Enhanced bank holiday rates Car salary scheme Cyclescheme including E-bikes External Well-being Programme including up to 10 therapy sessions with qualified counsellors, 24/7 telephone support from health and legal professionals, and access to our health and well-being app Health and Financial Well-being Support Online Zumba Fitness Programme Pension scheme Subsidised Life & Personal Accident Insurance Funded eye tests & discounts for glasses Access to a host of high street discounts and cashback opportunities Ongoing support and Coaching About Hales Home Care For over 25 years, Hales Home Care has been providing person-centred care to a diverse range of customers, ensuring they can remain within the comfort of their own home while continuing to live independently, safely, and fulfilled lives. The nature of this role requires the right to work in the UK. The position is subject to an enhanced DBS check and suitable references