HEART Call Handler (CDC)

City Of Doncaster Council; Doncaster; On-site; GBP 26,000 - 27,000; Part time

Benefits offered by this job

Competitive leave entitlement

LGPS pension scheme

Wellbeing support and staff networks

Development and training opportunities

Staff discounts and benefits schemes

Benefits booklet information

Job summary

City of Doncaster Council is seeking a Call Handler for the HEART team in Doncaster. The role involves answering calls from telecare activations and the public, assessing needs and coordinating with families, emergency services and the response team to provide appropriate support.

The post requires experience in helping and supporting individuals and may value call handling experience. It operates on a 4 on 4 off night rota, with a pro rata Grade 6 salary and comprehensive local government

Qualifications

• Experience helping and supporting individuals; call handling experience advantageous.

Responsibilities

• Respond to calls from telecare activations and the public.
• Liaise with families, emergency services and the response team to ensure the best outcome and required support.

Skills

Call handling

Empathy

Communication

Care

Compassion

Competence

Courage

Commitment

Job description

Base: Civic Building, Doncaster

Contract type: Permanent, Part time

Hours: 13.13 Hours per week, covering a 2 on 6 off rota pattern which includes weekends and bank holidays. The shift pattern is nights, 10pm-6am.

Salary: Grade 6 £26,403 - £27,255, pay award pending (pro rata)

ClosingDate: 24 September 2026

Do you have a positive approach to workandenjoy the challenge of a busy role?

An opportunity has arisen to join the HEART team as a Call Handler responding to calls from telecare activations. You will be expected to take calls from a variety of individuals, many vulnerable, along with telephone calls from members of the public and other emergency service professionals.

The post requires someone with experience in helping & supporting individuals, with call handling experience being advantageous. Following accepting a call, the post holder will need to use their skills to understand the situation of the person and be able to liaise with families, emergency services and our response team to achieve the best outcome for individuals using the service and ensure they receive the support their require.

We need people who demonstrate:

Care – Compassion – Competence – Communication – Courage – Commitment

The hours of work are 7.5-hour shift with 30 minutes unpaid break (8 hours in total) working on a 4 on 4 off rota pattern, Nights - 10pm to 6am. The average weekly pay hours are 26.25hrs, based on the rota pattern.

We are part of the Home First team, and our main goal is to help people stay independent and living in their own home as long as it is safe and possible for them to do so.

In return for your contribution, we offer:

• Competitive leave entitlement
• Generous local government pension scheme
• Wellbeing support and staff networks
• Development and training opportunities
• Staff discounts and benefits schemes
• More information on benefits can be found in the attached benefits booklet.

Shortlisting - 28 September 2026

Interviews – TBC

If you would like any further information, please contact: HEART managers on 01302 862164

We encourage applicants to use their own words to reflect their experience and skills and over-reliance on AI is discouraged.

The Advance Employment Team offers personalised support to help you take your next step into work. From building your CV and getting the right interview skills to accessing a wide range of free courses, the team will help you grow your skills and confidence and find a job you’ll enjoy. Get in touch by email([e-mail]) or visit the Advance website(www.advancedoncaster.co.uk) to discover the support available.

City of Doncaster Council is committed to meeting the needs of our diverse community and improving quality of life for all. We welcome applications from people of all backgrounds and experiences and are committed to safeguarding and promoting the welfare of children, young people, and adults.

We are a Disability Confident employer and committed to a fully inclusive and accessible recruitment process. We offer interviews to disabled applicants who meet the minimum criteria and make reasonable adjustments as required.

Confirmation of appointment will be subject to a medical assessment.