Out of Hours Officer

The role of
Community Services Out of Hours Officer
is an essential part of the services we offer, by providing the out of hours provision 365 days a year.

Working in a
hybrid role,mostly home working, and as part of a team, you will work a predetermined rota pattern and ensure high quality support to our Care Services Teams and our Service Users.

Are you a reliable, calm and supportive person who can provide advice, guidance and respond professionally as the first point of contact if a major incident or safeguarding occurs? In this key role, you'll provide vital Out of Hours Call Handling Support to Services Users and Employees, helping to ensure smooth and efficient Care operations and services. If you're looking to grow your career and you are interested in joining Corserv Care, we’d love to hear from you.

All calls need to be answered and handled in accordance with our out of hours requirements and standards. This is an essential role in supporting people in Cornwall to return to or remain in their homes and to be as safe and independent as possible with the support of our community care services.

This is an essential role in supporting people in Cornwall to return to or remain in their homes and to be as safe and independent as possible with the support of our community care services.

It is the responsibility of the out of hours team to –

• Provide out of hours cover on a predetermined rota basis
• Ensure staff sickness/absence is covered and recorded
• Be accessible to staff and service users
• Accept and process referrals received outside of usual office hours
• Provide advice, guidance and support to service users and staff when contacted for assistance
• Follow Corserv Care’s policies and procedures by reporting any relevant incident to the out of hours manager
• Be first point of contact if a major incident or safeguarding occurs
• Ensure all decisions and actions are recorded and reported to the relevant teams

In addition, the out of hours team must be contacted if any of the following events occurs and such events should be escalated to the out of hours manager –

• Death or serious injury/illness of a service user of member of staff
• Safeguarding concerns
• A service user requires urgent, professional medical intervention
• Reportable incidents, illness and infections
• Member of staff acting in breach of their contractual obligations
• Accepting referrals for the Steps team and setting them up on the system when required.

The role will assist in the induction and training of new staff by confirming and demonstrating best practice, shadowing, and generally supporting them with calls and familiarisation with Corserv Care’s policy and procedures.

• Good knowledge and skills in the use of databases including data input/record keeping.
• Good IT skills and ability to learn new software.
• Ability to work in a fast-paced environment and work to deadlines.
• To be able to remain calm and offer excellent customer service over the telephone.
• Ability to be flexible to meet rota pattern and service priorities.

The following qualifications and experience are desirable but not essential

• Previous out of hours experience in a health or social care environment
• Experience in health or social care

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