Carelink Operator

5 Star Recruitment; East Midlands; On-site; GBP 18,000 - 24,000; Full time

Job summary

Carelink provides a comprehensive 7 days a week/24 hour a day monitoring and response service to Telecare users. Carelink seeks a dedicated Call Handler to support the service, with rotating shifts including weekends. You will maintain confidentiality and input accurate records, supporting emergency responses and administrative tasks.

Join a team that ensures timely action for callers, attends meetings and training, and contributes to the efficient running of the Carelink service.

Qualifications

• Experience in professional call handling and emergency prioritisation.
• Ability to work rotating shifts including weekends and bank holidays.
• Commitment to confidentiality and data protection.
• Willingness to attend meetings and training events.

Responsibilities

• Handle calls sensitively and assess urgency per procedures.
• Test desk telephones and ensure Carelink mobiles are charged at shift start.
• Record incidents and actions accurately in client systems.
• Input service user details and create new users prior to installation.
• Respond to out-of-hours calls and coordinate with agencies as required.
• Carry out administrative duties including filing, emailing, and scanning.
• Liaise with other council services and care providers as needed.

Skills

Call handling

Confidentiality

Communication

Administrative tasks

Teamwork

Tools

Telecare equipment

Job description

To be responsible for call handling and other related duties within our Carelink. Carelink provides a comprehensive 7 days a week/24 hour a day monitoring and response service to Telecare users and other callers to the centre.

MAIN RESPONSIBILITIES

Work a rotational shift pattern covering days, afternoons and evenings on a rota basis including weekends and bank holidays 365 days of the year

To contribute to the effective running of the service area through attendance at meetings and training events as required including attendance on nondesignated working days.

To provide a professional call handling service by dealing sensitively with a diverse customer base and by always maintaining confidentiality, responding and prioritising emergency telecare calls by assessing the reason for the call, its urgency and to take prompt and appropriate action in accordance with procedures and instructions.

At the commencement of every shift daily test all desk telephones are operating and ringing and Carelink mobiles are operating and fully charged.

Ensure all lifting equipment is fully charged at commencement of shift

Always operating the computerised call handling equipment and portals to standards set by the Telecare Services Association (TSA).

To be responsible for maintaining and regularly updating both manual and computerised client information systems, recording customer incidents and recording the nature of all calls received and all initiated actions accurately.

To accurately record and input details on the call handling system for each service user of all scheduled visits and actions taken by the Telecare Support Officer Create all new service users on the call handling system prior to equipment installation.

To ensure all customer paperwork and contracts are processed in line with set procedures.

To respond to other callers including those using the Authoritys out of hours services and initiate action by contacting appropriate agencies, relatives and emergency services as required.

To respond to calls out of hours, for Derby Homes repairs service, Design and Property services, Home First Support Workers, Careline and any other council services that Carelink provide a service for taking the appropriate action passing on requests to the appropriate contactor, council department or council officer, in accordance with instructions given.

To carry out appropriate administrative functions including filing, word processing, photocopying, scanning, generic email, maintenance of records, statistical information and monitoring systems for the service. ,

Answering desk phones and taking appropriate action

Regularly respond and action all generic emails when on duty

Report any faults on the alarm equipment linked to Carelink and follow up faults identified to set standards and procedures and respond to tests on installation, fault find and report, taking appropriate actions.

In the absence of the Accounts Clerk answer calls relating to customer invoice queries.

Take messages as appropriate and ensure these are passed on to be dealt as required

To recognise and identify the general care needs of service users and, when appropriate make referrals to appropriate partner agencies including voluntary and statutory agencies, falls service and safeguarding where it is felt that a customer needs additional support which cant be wholly met by the Carelink provision.