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- Tasks: Answer emergency calls and provide support to service users and care professionals.
- Company: Hales Home Care has over 25 years of experience in providing person-centred care.
- Benefits: Enjoy flexible shifts, a Blue Light Card, and access to wellness programmes.
- Why this job: Make a real difference while developing your skills in a supportive environment.
- Qualifications: Calm personality, excellent customer service skills, and IT competence required.
- Other info: Full training provided; shifts include evenings and weekends.
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 Staff employer: Hales Group
Contact Detail:
Hales Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out Of Hours Staff
✨Tip Number 1
Familiarise yourself with the emergency services and care sector protocols. Understanding how to triage calls and the procedures for escalating incidents will show your preparedness for the role.
✨Tip Number 2
Practice your customer service skills by engaging in role-play scenarios. This can help you develop a calm and caring approach, which is essential when dealing with vulnerable service users and health professionals.
✨Tip Number 3
Get comfortable with IT systems commonly used in care settings. Familiarity with electronic care planning systems will give you an edge, as you'll need to log calls and manage care visits efficiently.
✨Tip Number 4
Network with professionals in the care sector. Connecting with current or former Out of Hours Coordinators can provide insights into the role and may even lead to valuable referrals.
We think you need these skills to ace Out Of Hours Staff
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the responsibilities and requirements of the Out Of Hours Staff position. Highlight key skills such as customer service, IT competence, and experience in the care sector.
Tailor Your CV: Make sure your CV reflects your relevant experience and skills that align with the job. Emphasise any previous roles in customer service or the care sector, and include specific examples of how you've handled emergency situations or provided support.
Craft a Compelling Cover Letter: Write a cover letter that showcases your calm and caring personality. Explain why you are passionate about providing high-quality support and how your background makes you a suitable candidate for this role.
Proofread Your Application: Before submitting your application, double-check for any spelling or grammatical errors. A well-presented application reflects your attention to detail and professionalism, which is crucial for this role.
How to prepare for a job interview at Hales Group
✨Show Your Caring Nature
As an Out of Hours Coordinator, a calm and caring personality is essential. During the interview, share examples of how you've demonstrated empathy and support in previous roles, especially in high-pressure situations.
✨Highlight Customer Service Skills
Excellent customer service is key in this role. Be prepared to discuss your experience in handling customer queries and complaints, and how you ensured a positive outcome for the caller.
✨Demonstrate IT Competence
Since the role involves using electronic systems for logging calls and managing care plans, be ready to talk about your IT skills. Mention any relevant software you've used and how quickly you adapt to new technologies.
✨Understand the Care Sector
A background in the care sector is advantageous. If you have experience in this field, discuss it! If not, show your willingness to learn and understand the regulations and responsibilities that come with the role.
