24/7 Careline & Emergency Control Officer (UMO Expert)

Pertemps Bond; Greater London; On-site; GBP 30,000 - 44,000; Full time

Job summary

Pertemps Bond is seeking an experienced Duty Careline Officer – Out of Hours for a London-based 24/7 Careline and Emergency Control Room service. The role involves emergency call handling, welfare checks, emergency visits and practical support to vulnerable residents.

Candidates must have UMO experience and the ability to work a rota-based out-of-hours schedule, including evenings, nights, weekends and bank holidays. A full UK driving licence and Enhanced DBS are required.

Qualifications

• Hands-on experience using UMO (Enovation UMO).
• Experience in Careline, Telecare, ARC or Emergency Control Room environments.
• Understanding of alarm workflow: receive, assess, respond, record.
• Experience handling emergency calls and assessing risk/urgency.
• Experience supporting vulnerable residents/service users.
• Excellent telephone-based communication skills.
• Ability to stay calm and professional during emergencies.
• Experience liaising with Police, Ambulance, Fire Service and care agencies.
• Strong IT, administration and record-keeping skills.
• Ability to work independently and make decisions under pressure.
• Willingness to work evenings, nights, weekends and bank holidays.
• Full UK driving licence and access to a vehicle.
• Willingness to undergo Enhanced DBS check.

Responsibilities

• Respond to telephone, telecare and emergency alarm calls using the UMO platform.
• Assess the nature, urgency and risk of each call or alarm activation.
• Use UMO to access service user information and document incidents and actions.
• Follow Careline procedures to determine the appropriate response to activations.
• Contact and liaise with emergency services, care agencies, next of kin and responders.
• Provide reassurance and practical support to vulnerable residents.
• Undertake emergency welfare visits when required.
• Install telecare alarms and equipment as needed.
• Address out-of-hours housing and repairs issues across properties.
• Respond to homelessness inquiries and arrange emergency accommodation where required.
• Acknowledge no-reply alerts and establish residents' whereabouts and welfare.
• Maintain accurate records of calls, incidents, actions, and outcomes.
• Coordinate with keyholders and emergency contacts.

Skills

UMO platform

Emergency call handling

Vulnerable residents support

Calm under pressure

Communication skills

Tools

Enovation UMO

Job description

Pertemps Bond is seeking an experienced Duty Careline Officer – Out of Hours for a London-based 24/7 Careline and Emergency Control Room service. The role involves emergency call handling, welfare checks, emergency visits and practical support to vulnerable residents.

Candidates must have UMO experience and the ability to work a rota-based out-of-hours schedule, including evenings, nights, weekends and bank holidays. A full UK driving licence and Enhanced DBS are required.