Service Care Solutions Ltd

Duty Careline Officer

Job Title: Duty Careline Officer

Locations: London W6

Contract Type: Temp ongoing

Work Pattern: Full time (1 day shift and 1 Out of Hours shift)

Start Date: ASAP

A new opportunity has become available for full time Duty Careline Officer To work Monday to Friday during core operational hours.

And will be required to work 4 out of 8 bank holidays.

Main tasks and duties -

The Duty Careline Officer will carry out admin tasks such as;

  • To provide an emergency visiting and call handling support service for the Careline service which operates 24/7.

  • To respond to all telephone & alarm calls, providing a link between the caller and appropriate services by assessing the nature of emergency calls, prioritising level of urgency.

  • To visit service users where necessary, driving to the property (full clean manual driving licence essential), identifying the extent of practical and emotional support required and contacting and liaising with other emergency services, agencies, next of kin etc., as appropriate.

  • To be responsible for maintaining an accurate computerised record of all calls and requests for assistance from internal and external Departments and agencies and to assess such requests and liaise with the appropriate personnel.

  • To respond accordingly to all housing/repair issues for all Sheltered Housing, Housing Associations and Trust tenants, by calling the appropriate service

  • To deal with all OOH homeless calls to assess the callers needs and arrange for emergency housing if legally required.

    (Out of Hours duties)

  • To deal with no replies reported by the Care Agencies, Community Independence Service and Meals on Wheels.

    (Out of Hours duties)

  • To be responsible for contacting keyholders of premises in cases of emergency

Essential criteria and experience:

  • Full clean UK manual driving licence

  • Experience of working in a call centre

  • Enhanced Disclosure check

  • a high degree of self-awareness and self-regulation in a wide range of situations from one-to-one conversations to team and group

  • You can rationalise decision-making and form views quickly and soundly from a range of sources.

If you are interested in this position and meet the above criteria, please send you CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to

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