On-Call Support Assistant

Job title:

On-Call Support Assistant

Company

Care South

Job description

About The RoleAs an On-call Support Assistant you will be supporting the Care South at Home teams by answering our out of hours calls and providing accurate information in a professional and polite manner. For this post, it is essential that you are able to work from home, have strong computer literacy and excellent communication skills.Care South is a not-for-profit charity and leading provider of both residential care and care at home across the south of England.This role will require you to be well organised and able to work independently using your own initiative. You will be dealing with a variety of queries which will need to be dealt with in a timely and appropriate manner. You may also be required to assist with co-ordinating care staff, escalating complaints, liaising with third parties, managing system alerts and maintaining up to date records.It would be advantageous if you have experience in call handling and administration. We would also be keen to hear from anyone with experience within the Care sector, or with a NVQ Level 2 or above in Health and Social Care.Our On-call Support Assistants receive –

• £13.30 per hour
• Free Life Assurance for staff with contracted hours
• Blue Light discount card
• Employee Assistance Programme
• Outstanding training, qualification and career advancement opportunities
• Employee recognition, including ‘Employee of the Month’ and yearly ‘Star Awards’

Key duties for On-Call Support Assistants include:

• Answer incoming calls on the on-call phone line and provide callers with the requested information
• Ensure On Call handovers are completed and On Call log maintained.
• Handle client enquiries in a polite and professional manner
• Handle staff enquiries in a polite and professional manner
• Escalate calls to Registered Care Manager if necessary
• Take messages and forward them to the relevant team members
• Maintain records of client interactions and log on computer system
• Maintain records of staff interactions and log on computer system
• Manage PASS system alerts
• Care Coordination and covering of rotas in the event of care worker sickness.
• Ensure client satisfaction by providing accurate information in a timely manner
• Follow communication procedures and standards
• When dealing with accidents/incidents, escalating, and/or liaising with hospitals/emergency services/NOK
• Escalation of concerns, complaints, accidents/incidents to Registered Manager
• To protect and keep safe all personal information held for a client
• To ensure confidentiality is maintained at all times by both yourself and other colleagues.
• To be responsible for keeping own professional knowledge and learning up to date
• To attend training when required (this will be paid at the normal hourly rate)
• Any other duty reasonably requested by the Line Manager

About you:

• Excellent communication skills
• Ability to use computer systems – Roster & Care Planning programmes
• Polite telephone manner
• Good levels of literacy and numeracy
• Be able to work independently using own initiative and also as part of a team
• Ability to influence, encourage and coach new skills
• Reliability
• Empathy
• Awareness of GDPR and confidentiality

If you have any questions regarding this vacancy, please contact Vicky on 07821301921 orPEOPLE | PASSION | PURPOSEAbout YouAbout UsNot Specified

Expected salary

£13.3 per hour

Location

Dorchester, Dorset – Bournemouth

Job date

Sat, 31 Aug 2024 06:26:48 GMT

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