Duty Careline Officer (Temp: London)

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

A reputable housing provider in London is currently seeking an experienced Duty Careline Officer – Out of Hours to join its 24/7 Careline and Emergency Control Room service.

This is a frontline role providing emergency call handling, welfare checks, emergency visiting and practical support to vulnerable residents and service users.

Location:

London

Core Hours:

£21.52 PAYE / £27.48 Umbrella per hour

Out-of-Hours Rate:

£25.29 PAYE / £32.27 Umbrella per hour

Hours:

36 hours per week

Contract:

12 weeks initially, with potential for extension

Working Pattern:

Monday–Sunday, rota-based out-of-hours service

Enhanced DBS:

Required

Full UK Driving Licence:

Required

UMO Experience:

Essential

You will respond to telephone and alarm calls, assess the nature and urgency of incidents and coordinate an appropriate response with emergency services, housing teams, care agencies, next of kin and other partner organisations.

The successful candidate must have previous UMO experience and be confident using the system to manage Careline/telecare incidents from initial alarm activation through to resolution and accurate recording.

Key Responsibilities

• Respond to telephone, telecare and emergency alarm calls using the UMO platform.
• Assess the nature, urgency and risk associated with each call or alarm activation.
• Use UMO to access service user information, review relevant records and accurately document incidents and actions taken.
• Follow established Careline procedures to determine the appropriate response to alarm activations.
• Contact and liaise with emergency services, care agencies, next of kin, keyholders and other appropriate responders.
• Provide reassurance, practical assistance and emotional support to vulnerable residents.
• Undertake emergency welfare visits to residents' properties where required.
• Install telecare alarms and associated equipment.
• Respond to emergency housing and repairs issues across sheltered and supported housing properties.
• Handle out-of-hours homelessness enquiries, assessing needs and arranging emergency accommodation where legally required.
• Respond to no-reply alerts from care agencies, community support services and other partner organisations.
• Respond to emergency requests to establish residents' whereabouts and welfare.
• Maintain accurate and comprehensive computerised records of all calls, incidents, actions and outcomes.
• Contact keyholders and emergency contacts in cases of emergency.
• Operate effectively within a busy 24/7 emergency control room environment.
• Follow all relevant policies, procedures, safeguarding, health and safety, confidentiality and data protection requirements.

Candidates must have:

• Previous hands‑on experience using UMO (Enovation UMO).
• Experience working within a Careline, Telecare, Alarm Receiving Centre (ARC), Emergency Control Room or similar environment.
• A strong understanding of the workflow involved in receiving an alarm, assessing the situation, determining the appropriate response, contacting the relevant responder and accurately recording the incident.
• Experience handling emergency calls and assessing risk and urgency.
• Experience supporting vulnerable residents or service users.
• Excellent communication and telephone‑based customer service skills.
• The ability to remain calm and professional when dealing with emergency situations.
• Experience liaising with Police, Ambulance, Fire Service, care agencies, next of kin and other external organisations.
• Strong IT, administration and record‑keeping skills.
• The ability to work independently and make appropriate decisions under pressure.
• Flexibility to work evenings, nights, weekends and bank holidays as part of an out‑of‑hours rota.
• A full valid UK driving licence and access to a vehicle.
• Willingness to undergo an Enhanced DBS check.

The successful candidate should ideally understand how to use Enovation UMO within a Careline/telecare environment, including managing alarm activations, accessing service user information, assessing incidents, coordinating appropriate responses and maintaining accurate incident records.

This is an out‑of‑hours position operating Monday to Sunday on a rota basis.
Candidates must be flexible and comfortable working evenings, nights, weekends and bank holidays as required.
The role will operate in accordance with relevant working time regulations and the housing provider's working arrangements.