On Call Coordinator

5 days ago

Norwich, United Kingdom Sonderwell Group Full time

**ON CALL COORDINATOR JOB DESCRIPTION**

**AND PERSON SPECIFICATION**

**JOB TITLE**:
**On Call Coordinator**

**REPORTS TO**:
**Manager**

**LOCATION**:
Norwich

**SALARY**:
£22-23,000 PA Pro rata

**CONTRACT TYPE**:
Fully flexible

**HOURS OF WORK**:
Various

**WORKING PATTERN**:
Between 6.30am-8.30am and 5.30pm to 10.30pm Monday to Friday/Weekends 6.00am-2.00pm or 2.00pm to 10.00pm

**ROLE SUMMARY**:
To provide an out of hours service for all client and employee related services. The OOH team are the link between the clients and the carers during office hours.

The OOH team will receive incoming calls from Care Assistants/Clients and healthcare professionals within their designated area, managing:

- Taking absence reporting calls
- Ensuring short notice cover to all clients
- Ensuring emergency calls are reallocated
- Ensuring all queries and concerns are dealt with or recorded within a handover
- Cover any uncovered work in line with service users care plans
- Maintaining continuity of care
- Recording all phone calls, complaints, queries
- Completing a through handover process
- Being a pivotal hub during emergency situations
- Ensure the safety of clients and staff are paramount
- Record and report on any safeguarding concerns
- Work collaboratively with each other to utilise knowledge and skills
- To escalate any concerns to the escalation team

**MAIN RESPONSIBILITIES**:
The On Call Co-ordinator is responsible for coordinating the continuity of care within a designated area to service users within their homes, ensuring all of the above is covered and completed.

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.
- To be the first point of contact for Care Workers, clients and care professionals during the out of hours periods for all issues arising with service users and care staff, making appropriate 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 clients.
- To carry out spot checks by phone to monitor Care Workers performance and client requirements and follow issues arising through to conclusion.
- To record all incoming calls on a daily basis in the activity log.
- To ensure a full handover at the beginning and end of each shift has been received, understood and actioned.
- Provide branch colleagues with a detailed hand over on finishing shift.
- To record any changes, areas of concern, issues on database and handover document.
- To record and report any incidents, escalating to the manager / senior manager where required in line with the incident reporting and escalation process.
- To attend escalation / investigation calls as allocated by the Manager, recording notes, following through on any action required and updating the database
- Record and report areas of concern to social workers, senior managers and health care professionals, maintaining a paper trail at all times.
- To liaise with all necessary parties involved in providing care to clients. EG Social Workers, Mental Health Nurses, GP, Relatives and commissioners.
- To ensure an 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 Manager.

**Person Specification (skills, knowledge and experience)**
- The ability to 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 build relationships with people quickly through effective communication
- Displays an enthusiastic and positive attitude
- Be respectful and demonstrate compassion of client situation dealing with issues sensitively and confidentiality
- Ability to remain calm and work in a highly pressurised environment, with the ability to multitask and adapt to change
- Ability to display empathy and sensitively towards clients, relatives and colleagues
- 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

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

**Salary**: Up to £23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Flexitime
- Free parking
- On-site parking
- Store discounts
- Wellness programmes
- Work from home

Schedule:

- 8 hour shift
- Day shift

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