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Responder/Call Handler

  • Job reference: ASRDER01
  • Location: Derby, Derbyshire
  • Job type: Temporary
  • Area of Expertise: Housing Customer Service Officer
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Job description: Job Title: Responder/Call Handler
Location: Derby
Contract: ~ 12 Weeks
Hours: 3 x 12 Hour Shifts a Week

A Local Authority in Derby are recruiting for a Responder/Call Handler to work as part of their Carelink Team to provide a flexible, caring and high quality installation, monitoring, response and support service to, Telecare users of the City Council's care alarm services and vulnerable adults in the wider community needing support.

The Role
The successful candidate will be expected to;

*Work a 24/7 rotational shift pattern covering days, afternoons evenings and nights on a rota basis including weekends and bank holidays 365 days of the year and be required to work an alternative shift patterns as and when the needs of the business require, this may be at short notice.

*To provide a professional call handling service by dealing sensitively with a diverse customer base and by maintaining confidentiality at all times, responding and prioritising emergency telecare calls by assessing the reason for the call, its urgency and to take prompt and appropriate action in accordance with procedures and instructions.

*To be responsible for maintaining and regularly updating both manual and computerised client information systems, recording customer incidents and recording the nature of all calls received and all initiated actions accurately.

*To accurately record and input details on the call handling system for each service user of all scheduled visits and actions taken by the Telecare Support Officer

*To take follow up action in respect of calls received, liaising with service users and their representatives, medical professionals, emergency services and other appropriate staff across adult social care and housing associations also Initiate action by contacting appropriate agencies, relatives and emergency services as required.

*To respond to urgent requests for a service by installing lifelines, maintaining and testing Telecare equipment in the community and carry out repairs on the equipment

*To provide an emergency response service to service users who have fallen or need help to mobilise. Safely lifting uninjured fallers using the specialised lifting equipment.

*Carry out routine maintenance of equipment in service users' homes and where faults are suspected take appropriate action as necessary

The Candidate
To be considered for this role you must;

*Have the ability to communicate clearly face to face, over the telephone and in writing.

*Be computer literate to include the Microsoft office package and able to create reports and spreadsheets.

*Have enhanced DBS.

*Have a full driving licence.

*Have knowledge of Telecare/Community alarms.

*Contact Centre Experience & Care Experience would be very beneficial .

If you would like to apply please send your CV to Ashlee . Ryan @ ServiceCare .org .uk or give me a ring on 0 1 7 7 2 2 0 8 9 6 6 and ask for Ashlee.