Out of Hours Officer

Cormac; England; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Corserv Care in Cornwall is recruiting an Out of Hours Officer to provide 365 days a year call handling and support. The role is hybrid, with home working predominating, and involves acting as first contact for major incidents or safeguarding concerns while coordinating with care teams and service users.

You will ensure calls are answered to high standards, manage referrals outside office hours, and keep records of decisions and actions for the relevant teams.

Qualifications

• Good knowledge and skills in the use of databases, with accurate data input/record keeping.
• Good IT skills and ability to learn new software.
• Ability to work in a fast-paced environment and meet deadlines.
• Remain calm and provide excellent customer service over the telephone.
• Ability to be flexible to meet rota pattern and service priorities.

Responsibilities

• Provide out of hours cover on a predetermined rota basis.
• Ensure staff sickness/absence is covered and recorded.
• Be accessible to staff and service users.
• Accept and process referrals received outside of usual office hours.
• Provide advice, guidance and support to service users and staff when contacted for assistance.
• Follow Corserv Care policies by reporting any relevant incident to the out of hours manager.
• Be first point of contact if a major incident or safeguarding occurs.
• Ensure all decisions and actions are recorded and reported to relevant teams.

Skills

Databases

IT skills

Calm under pressure

Customer service (phone)

Flexibility to rota

Job description

The role of Community Services Out of Hours Officer is an essential part of the services we offer, by providing the out of hours provision 365 days a year. Working in a hybrid role, mostly home working, and as part of a team, you will work a predetermined rota pattern and ensure high quality support to our Care Services Teams and our Service Users.

About the role:

Are you a reliable, calm and supportive person who can provide advice, guidance and respond professionally as the first point of contact if a major incident or safeguarding occurs? In this key role, you'll provide vital Out of Hours Call Handling Support to Services Users and Employees, helping to ensure smooth and efficient Care operations and services. If you're looking to grow your career and you are interested in joining Corserv Care, we’d love to hear from you.

Role Purpose:

All calls need to be answered and handled in accordance with our out of hours requirements and standards. This is an essential role in supporting people in Cornwall to return to or remain in their homes and to be as safe and independent as possible with the support of our community care services.

What you'll be doing:

This is an essential role in supporting people in Cornwall to return to or remain in their homes and to be as safe and independent as possible with the support of our community care services.

• Provide out of hours cover on a predetermined rota basis


• Ensure staff sickness/absence is covered and recorded


• Be accessible to staff and service users


• Accept and process referrals received outside of usual office hours


• Provide advice, guidance and support to service users and staff when contacted for assistance


• Follow Corserv Care’s policies and procedures by reporting any relevant incident to the out of hours manager


• Be first point of contact if a major incident or safeguarding occurs


• Ensure all decisions and actions are recorded and reported to the relevant teams

In addition, the out of hours team must be contacted if any of the following events occurs and such events should be escalated to the out of hours manager –

• Death or serious injury/illness of a service user of member of staff


• Safeguarding concerns


• A service user requires urgent, professional medical intervention


• Reportable incidents, illness and infections


• Member of staff acting in breach of their contractual obligations


• Accepting referrals for the Steps team and setting them up on the system when required.

The role will assist in the induction and training of new staff by confirming and demonstrating best practice, shadowing, and generally supporting them with calls and familiarisation with Corserv Care’s policy and procedures.

1. In addition to basic duty hours, to undertake the duties of the post at other times in accordance with the reasonable requirements of the Management Team to meet the needs of the service.


2. Maintain and update own training relevant to the post and take an active part in the development review of own work, suggesting areas for learning and development in the coming year, it is a requirement of the role that the postholder will take part in regular supervision with their line manager or supervisor.


3. The post holder must –
   
   
   
   1. undertake other duties appropriate to the grading of the post as and when required.
   
   
   2. be willing to move between calls handling and administration.
   
   
   3. carry out their duties with regard to the Corserv Care’s Equal Opportunities Policy.
   
   
   4. undertake training as required.
   
   
   5. act at all times within the requirements of the Health and Safety legislation.
   
   
   
   

You will need:

• Good knowledge and skills in the use of databases including data input/record keeping.


• Good IT skills and ability to learn new software.


• Ability to work in a fast-paced environment and work to deadlines.


• To be able to remain calm and offer excellent customer service over the telephone.


• Ability to be flexible to meet rota pattern and service priorities.

The following qualifications and experience are desirable but not essential

• Previous out of hours experience in a health or social care environment


• Experience in health or social care

About Corserv Care

Trusted - Positive - Innovative - Collaborative - Join us

It’s a great time to work with us at the Corserv Group. We are proud to be contributing to a brighter future for Cornwall with exciting plans to generate growth and opportunity across the County and beyond. We work in collaboration with Cornwall Council to provide the best possible services and care. Whichever business area you join, you’ll be part of a supportive and creative team of professionals. You’ll have a friendly and collaborative workplace and investment in your professional development.

With a diversity of roles across our group of businesses, we’re a great destination for developing your career whilst living in the beautiful county of Cornwall. We are committed to equality and diversity and welcome all applicants from all background and experience.

ABOUT THE TEAM

Corserv Care is part of the Corserv Group (a Cornwall Council Company). Corserv Care brings together existing services, TEC Services, STEPS Reablement service, Care and Support, Day Opportunities, Respite Services, Proper Job Café and Employment Services under one brand, to improve the quality, capacity and resilience of the care market in Cornwall.

Safeguarding:

We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to a basic DBS check.

Closing date: Midnight Tuesday 1st September 2026.