Oncall Co-ordinator

To provide an out of office hours (OOH) service for all client and carer related services in order to maintain continuity of care and support to clients, ensuring efficiency and reliability of all visits to clients. The OOH coordinator is the link betweenthe clients and the carers during out of office hours.

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

- Responding efficiently to last minute/out of office changes in the care and support packages, organising carer rota’s to minimise changes to the service and travel between customer homes.
- Implementation and monitoring of all relevant aspects of the Electronic Call Monitoring System.
- Ensuring all queries and concerns are dealt with or recorded within a handover
- Maintaining continuity of care
- Being a pivotal hub during emergency situations
- Recording all phone calls, complaints, queries
- Record any complaints, accidents or incidents on the electronic Quality monitoring system, Radar, and escalating as appropriate.
- Completing a thorough daily/shift handover process
- Ensure the safety of clients and staff are paramount
- Work collaboratively with each other to utilise knowledge and skills
- To achieve targets, KPI’s and objectives set by the Registered Manager.
- To be conversant with the Care Standards Act 2014 and legislation governing the service and other regulations concerning the provision of domiciliary care.
- To be familiar with the Company’s obligation under the Health and Safety at Work Act 1974 and other Health and Safety Regulations detailed in the company’s Health & Safety Policies.

**MAIN RESPONSIBILITIES**:
The role of the OOH Coordinator is to maintain continuity of care and support to clients and to ensure efficiency and reliability of all visits to clients observing safe working practices, respecting the clients’ dignity, privacy, and independence as faras practical, during the out of office hours periods.
- To be the first point of contact for Care Workers, clients, and care professionals during the OOH periods for all issues arising with clients and care staff, making appropriate decisions in response to calls received.
- 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
- 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.