Out of Hours Call Advisor

**Do you like to connect with people, make a difference and do the right thing?**

**Somerset Care is an award-winning not-for-profit care provider across the South West. When people think about care, they think of the Somerset Care Group.**

**Community Somerset** recruit based on values - you do not need to have experience, as we provide all the training required

Everything we do at Somerset Care is underpinned by our four core values:

- **Connecting with people**:

- **Making a difference**:

- **Doing the right thing**:

- **Embracing change**

By living these values, we ensure that we keep our commitment to delivering high-quality, tailored care to support and enrich the lives of our customers.

Join our Out of Hours Team, part of the Somerset Care Group, at our Community office in Taunton. You will provide support and point of contact for all staff and clients during the on-call period. Plan and organise resulting changes in the work of the care and support workers in the most effective manner, whilst maintaining as much continuity of care for clients as possible. Ensure that CQC national minimum standards are met. To communicate effectively with staff, clients and relevant partner agencies thus maintaining a quality driven service.

**You will need to ensure you have**:

- **Right to work in the UK (unfortunately we are not able to offer sponsorship).**:

- **Available to work a shifts on a two-week rolling rota**:

- **Available to work alternate weekends.**:

- **Previous background in care or customer service.**

So, if you tick these boxes and are looking for a secure part-time job, you’ve got everything you need to start training as an Out of Hours Call Advisor to continue your social care career.

**A Out of Hours Call Advisor role involves**:

- To answer the telephone and complete call to a satisfactory conclusion. Ensure that all appropriate issues are reported to the Manager or Team Leader.
- To respond effectively, using Somerset Care policies, to urgent situations e.g. Contacting District nurses, GP and other partner agencies, Vulnerable Adult issues and No Response.
- To support planning staff in all bases by making suggestions for improvement to rotas to increase their effectiveness.
- To establish communication channels with community staff where appropriate and attend team meetings periodically during office hours.
- To ensure that any changes to allocation of work are programmed effectively in a timely fashion always being aware of the need to prioritise Time Critical calls.
- To establish relationships with the Initial/Rapid Response team and ensure referrals are acted upon effectively, within contracted timescales.
- To ensure that staff absence/amendment during the out of hours period are recorded appropriately on Home Care Roster (HCR) and that any planned absences are referred to the local base during office hours.
- To ensure that any incidents are recorded in HCR journal, Polar and a summary of on call activity and any issues is reported in a timely manner to each base.
- To keep the IT system fully up to date with any occurrence during the shift.
- To ensure that exceptions to service delivery are recorded and reported to either the Manager or Team Leader.
- You will attend regular review meetings, annual appraisals, team meetings, training courses and follow-up refresher courses as required.
- To participate in regular supervision, and annual appraisal meetings
- Undertake other such duties as may be required by the Manager or Supervisor.
- You will maintain a professional and hygienic appearance.
- You will work in line with the policy on Infection Prevention and Control, according to your role.

**As a valued employee, you’ll have access to a range of benefits**:

- Full company induction, ongoing training to gain NVQ & Care qualifications plus the opportunity to start an Apprenticeship
- Full and part-time opportunities
- Pay £12.92 per hour
- Enhanced pay for nights, weekends and bank holidays
- Free DBS check and uniform
- Blue Light Card - provides access to more than 15,000 discounts from large national retailers to local businesses
- Access to your earnings before payday via Wagestream
- Full provision of all necessary PPE
- Wellbeing support available, covering a wide range of support services and events.
- Reward and recognition - Bright Sparks, Somerset Care Group Awards, Long Service Awards
- Refer a Friend Bonus - £350 per person you refer (Uncapped and paid on successful appointment)

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

Pay: £12.92-£13.92 per hour

**Benefits**:

- Company pension
- Employee discount
- Referral programme

Application question(s):

- Please advise on your current location.

**Experience**:

- Care home: 1 year (preferred)
- Home care: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person