On Call Coordinator

**Looking for a role that you can complete within the comfort of your own home? Then we have an opportunity for you**

**Main Job Purpose**

The On Call Co-ordinator is responsible for coordinating the continuity of care within a designated area to service users within their homes, ensuring holiday, sickness and emergency calls are assigned. Liaising with and providing support to Senior Care Workers and Care Workers. This care service will involve a programme of personal care and household management that is personalised for each service user in the form of a Care Plan, observing safe working practices, respecting the service users’ dignity, privacy and independence as far as practical.

**Key Role Responsibilities**
- To receive incoming calls from Care Assistants within their designated area, managing current weekly rotas, ensuring holiday, sickness and emergency calls are reallocated and covered in line with service users care plans. Maintaining continuity of care where possible.
- To escalate crisis issues to the family of the service user to the Customer Services Co-ordinator, Registered Manager or Directors.
- First point of contact for Senior Care Workers and Care Workers for all issues arising with service users out of hours, making care decisions in response to calls received.
- To provide cover for absent colleagues in an emergency, to ensure the smooth operation of the delivery of care to services users and clients.
- To participate in the out of hours on call rota as necessary, to provide emergency support to staff and service users, and to respond in person if necessary.
- To follow up service user requirements and follow issues arising through to conclusion.
- To record all incoming calls on a daily basis in the activity log.
- Provide on-call colleagues with a detailed hand over on finishing shift.
- To record any changes, areas of concern, issues on database.
- To advise Finance team of extra calls and record in weekly diary.
- To attend reviews as allocated by the Directors/Care Manager, recording notes, following through on any action required and updating the database
- Record and report areas of concern to social workers, the Directors and health care professionals, maintaining a paper trail at all times.
- To liaise with all necessary parties involved in providing care to Services Users. E.g Social Workers, Mental Health Nurses, GP, Relatives.
- To ensure excellent level of customer care is maintained.
- To consistently promote a positive image of the company.
- To keep up to date and maintain a good general knowledge of Care standards and company policies and procedures to comply with all policies and procedures.
- To maintain good working relationships with all colleagues and customers.
- To perform and deliver to agreed performance objectives.
- To undertake any other related or special tasks applicable to the post as required by the Registered Manager.

**Essential Skills**
- Working knowledge and experience of the domiciliary care industry, regulations and legislation.
- Strong organisational skills with experience in managing staff rotas for Care Assistants.
- Excellent written and verbal communications skills.
- Good planning and time management skills.
- Effective IT skills including the use of Microsoft Word, Excel and PowerPoint.

**Person Specification**
- The ability to lo lead by example and set high standards.
- The ability to remain calm and professional under pressure.
- Displays a confident and clear approach when advising care assistants.
- The ability to set targets and motivate others to achieve.
- The ability to build relationships with people quickly through effective communication.
- Displays an enthusiastic and positive attitude.
- Respectful of Service Users situation dealing with issues sensitively and confidentiality.
- The ability to work on own initiative and delegate.
- To work in a highly pressurised environment, with the ability to multitask and adapt to change.
- Ability to display empathy and sensitively towards relatives of Service Users.
- The ability to work on own initiative and as part of a team.
- This role operates outside of normal working hours, therefore commitment to flexibility is key to success.
- Full driving licence with access to a vehicle.

You must have:

- Full and valid UK driving licence
- Access to a car
- Right to work in the UK
- Excellent level of English

We offer:

- A competitive salary ranging from £19,000 to £21,000 depending on experience
- Mileage allowance
- 28 days holiday pro rata
- Full training induction
- Ongoing training and support
- Pension scheme
- Smartphone technology so you can do everything at the tap of a finger

But not only that, we take care of our team throughout the year, whether it's your birthday, Christmas, awards or simply because it’s a Thursday. We’re a family and we’re here to look after you today, tomorrow and every other day after that.

**Job Types**: Full-time, Permanent

**Benefi