Lifeline and Out of Operator

Full time | Civic Recruitment Limited | United Kingdom

Posted On 12/02/2026

City Tonypandy

Province Rhondda, Cynon, Taff (Rhondda, Cynon,Taf)

Postal Code CF40

Job Purpose

To provide a responsive, reassuring and professional call handling service for Lifeline clients and Council Out of Hours emergencies. The role supports vulnerable individuals through proactive wellbeing contact and ensures appropriate referrals and emergency responses are initiated in line with agreed procedures.

• Respond promptly and professionally to Lifeline alarm activations and client calls
• Provide reassurance, assess situations effectively and determine appropriate action.
• Escalate or refer to emergency services, responders, family members or relevant agencies as required.
• Maintain accurate and detailed records of all calls and actions taken.
• Undertake scheduled proactive calls to support the wellbeing of individuals.
• Identify potential risks or changes in circumstances and take appropriate preventative action.
• Promote independence and early intervention to reduce escalation of need.
• Respond to the Council’s Out of Hours emergency calls in line with agreed policies and procedures.
• Assess risk and prioritise incidents appropriately.
• Liaise with internal departments, emergency services and partner agencies as required.
• Ensure all actions are documented clearly and accurately.
• Work closely with social care assessment teams and installation teams to support delivery of Lifeline and Telecare services.
• Promote Lifeline and Telecare services where appropriate.
• Support service users in understanding available technology and support options.
• Work flexibly within a 24-hour shift rota, ensuring continuous 24/365 service coverage, including weekends and bank holidays.
• Participate in training and development to maintain service quality and compliance.
• Adhere to safeguarding, data protection, confidentiality and health & safety policies at all times.

Excellent communication and listening skills.

Ability to remain calm under pressure and manage emergency situations effectively.

Strong decision-making and problem-solving skills.

Good IT skills and ability to accurately record information.

Ability to work independently and as part of a team.

Flexible approach to shift work including nights, weekends and bank holidays.

Experience in call handling, customer service, social care, emergency response or telecare services.

Knowledge of safeguarding procedures and risk assessment processes.

Understanding of local authority services.