Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Answer emergency calls, triage queries, and document incidents with care and professionalism.
- Company: Hales Home Care has 25+ years of experience in providing person-centred care for independent living.
- Benefits: Enjoy flexible shifts, a Blue Light Card, early pay access, and wellness support.
- Why this job: Make a real difference while developing skills in a supportive and rewarding environment.
- Qualifications: Calm personality, excellent customer service, IT skills; care sector experience is a plus.
- Other info: Shifts are 4 on/3 off, with training provided to ensure you excel in your role.
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 5pm to 10.30pm weekdays and 7am 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.
Out of Hours Coordinator PM employer: Hales Group
Contact Detail:
Hales Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out of Hours Coordinator PM
✨Tip Number 1
Familiarise yourself with the emergency services and care sector protocols. Understanding how to triage calls and knowing the procedures for escalating incidents will show your preparedness for the role.
✨Tip Number 2
Demonstrate your customer service skills in any interactions you have prior to the interview. Whether it's through networking or during the application process, showing a calm and caring attitude can set you apart.
✨Tip Number 3
Be ready to discuss your availability for the shift patterns mentioned in the job description. Flexibility is key, so think about how you can accommodate the 4 on/3 off schedule and be prepared to communicate this clearly.
✨Tip Number 4
Research Hales Home Care and their values. Being able to articulate why you want to work for them and how you align with their mission of providing person-centred care will demonstrate your genuine interest in the position.
We think you need these skills to ace Out of Hours Coordinator PM
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Out of Hours Coordinator position. Highlight key skills such as customer service, IT competence, and experience in the care sector.
Tailor Your CV: Customise your CV to reflect relevant experience and skills that align with the job. Emphasise any previous roles in customer service or the care sector, and ensure your IT skills are clearly outlined.
Craft a Compelling Cover Letter: Write a cover letter that showcases your calm and caring personality. Use specific examples from your past experiences to demonstrate how you can provide high-quality support to callers and handle emergency situations.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the role.
How to prepare for a job interview at Hales Group
✨Show Your Calm and Caring Nature
During the interview, it's essential to demonstrate your calm and caring personality. Use examples from your past experiences where you handled stressful situations with empathy and professionalism, especially in a customer service context.
✨Highlight Relevant Experience
If you have a background in the care sector, make sure to discuss it. Share specific instances where you provided support to vulnerable individuals or worked in emergency situations, as this will resonate well with the interviewers.
✨Familiarise Yourself with IT Systems
Since the role involves using electronic care planning systems, brush up on your IT skills before the interview. Be prepared to discuss any relevant software you've used and how you can quickly adapt to new systems.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of potential emergencies you might face in the role and how you would handle them, ensuring you follow the appropriate procedures.
