Out of Hours Call Advisor in Somerset

Location: Wellington House, Queen Street, Taunton

Role type: Home Care

Week 1 Sunday: 06:30-14:00

Week 2 Friday: 18:00–23:00

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. Community Somerset recruits based on values – you do not need to have experience, as we provide all the training required! We are proud to state that we are a disability confident employer.

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

• Connecting with people
• Making a difference
• Doing the right thing

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.

Your responsibilities will include:

• Planning and organising 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.
• Ensuring that CQC national minimum standards are met.
• Communicating effectively with staff, clients and relevant partner agencies thus maintaining a quality driven service.
• Answering the telephone and completing calls to a satisfactory conclusion.
• Reporting all appropriate issues to the Manager or Team Leader.
• Responding effectively, using Somerset Care policies, to urgent situations e.g. contacting District nurses, GP and other partner agencies, Vulnerable Adult issues and No Response.
• Supporting planning staff in all bases by making suggestions for improvement to rotas to increase their effectiveness.
• Establishing communication channels with community staff where appropriate and attending team meetings periodically during office hours.
• Ensuring 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.
• Establishing relationships with the Initial/Rapid Response team and ensuring referrals are acted upon effectively, within contracted timescales.
• Recording staff absence/amendment during the out of hours period appropriately on Home Care Roster (HCR) and referring any planned absences to the local base during office hours.
• Recording any incidents in HCR journal, Polar and reporting a summary of on call activity and any issues in a timely manner to each base.
• Keeping the IT system fully up to date with any occurrence during the shift.
• Recording and reporting exceptions to service delivery to either the Manager or Team Leader.
• Attending regular review meetings, annual appraisals, team meetings, training courses and follow‑up refresher courses as required.
• Participating in regular supervision and annual appraisal meetings.
• Undertaking other such duties as may be required by the Manager or Supervisor.
• Maintaining a professional and hygienic appearance.
• Working 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 nationally recognised Health and Social Care qualifications plus the opportunity to start an Apprenticeship.
• Part‑time opportunities.
• Enhanced pay for weekends and bank holidays.
• Free DBS check.
• 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.
• 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).

Somerset Care Limited is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. We are an Equal Opportunity employer and welcome applications from all individuals. As this position involves “regulated activity” (as defined by the Safeguarding Vulnerable Groups Act 2006), an Enhanced DBS check will be undertaken. It’s a criminal offence for people who are barred from working in regulated activity (under the Safeguarding and Vulnerable Groups Act 2006) to apply for roles that require them to work unsupervised with that particular group. Somerset Care is committed to the safeguarding and promoting the welfare of adults and children at risk.