Social Care Call Handler

Carr Gomm; Oban; Remote; GBP 12,000 - 18,000; Part time

Benefits offered by this job

Carr Gomm App

Holiday pay accrual

Festive pay enhancement

Job summary

Carr Gomm is recruiting Social Work Call Handlers for the Social Work Emergency Service (SWES) to provide out-of-hours support from home across Argyll & Bute. You’ll be the calm, compassionate voice taking calls, gathering information and deciding on urgent action to help protect vulnerable people.

You’ll join a charity that values inclusion and staff welfare, with a three-week rolling rota and opportunities to shape how work is done through specialist groups and innovation programmes.

Qualifications

• Empathy and calmness when talking to people in distress.
• Ability to gather essential information accurately.
• Good command of digital systems and MS Office.
• Able to work independently within a team.

Responsibilities

• Respond to all incoming calls for the Social Work Emergency Service out of hours.
• Assess calls and liaise with appropriate out‑of‑hours Social Work teams when needed.
• Record information clearly and manage caller expectations.

Skills

Compassionate

Reliable

Strong communication

Organisational skills

Job description

As a Social Care Call Handler, you’ll be a crucial first point of contact for people who need support outside of office hours. Every call you take makes a real difference, whether you’re offering reassurance during a difficult moment, gathering essential information to ensure someone’s safety, or coordinating an urgent response with the Social Work Emergency Service (SWES). You’ll be the calm, compassionate voice that helps people at risk get the support they need, when they need it most.

About Us

Carr Gomm is a leading social care and community development charity, supporting people across Argyll & Bute to live independently, safely, and well in their own homes. We are currently recruiting Social Work Call Handlers for Social Work Emergency Services (SWES).

Social Work Emergency Service (SWES) operates outside of office hours and responds appropriately to referrals relating to vulnerable adults, older people, children and young people at risk across Argyll and Bute.

Who We Are Looking For

We are looking for compassionate, reliable, and person‑centred people who are committed to making a positive difference in their local community.

• You are someone who stays calm under pressure and knows when to use your initiative, while recognising when decisions need to be escalated
• You are a skilled communicator who listens carefully, asks thoughtful questions, and speaks clearly with people who may have different levels of understanding or may be in distress
• You build positive, respectful relationships with people of all ages, backgrounds, and support needs, creating trust in every interaction
• You have strong administrative and organisational skills and are confident using digital systems. You learn new software quickly and have a solid working knowledge of Microsoft Office

You will:

• Respond to all incoming calls to the Social Work Emergency Service which operates out with office hours and respond appropriately to referrals relating to adults, older people at risk and children across Argyll & Bute
• Assess incoming calls to determine whether they require an emergency response and, where necessary, liaise with the appropriate out-of-hours Social Work team.
• Manage calls on an individual basis managing the conversation to record sufficient information to make an informed decision and take action ensuring that you have understood the situation correctly and managed the caller’s expectations

Please note that is an out of hours post involving shift work whilst working from home:

• Monday – Friday evening shift 5 pm – 11pm and night 11 pm – 9 am
• Saturday & Sunday, day shift 9 am – 9 pm, and night shift 9 pm – 9 am
• Public holidays 9 am – 5 pm

Our rota works on a 3-week rolling rota, and includes covering homecare matters for the Local Authority.

This position is limited to the Argyll & Bute area only.

Why Join Carr Gomm

You will be part of a supportive, forward-thinking organisation that invests in its people. You will have opportunities to shape how work is done through specialist working groups and the Futures innovation programme, within an organisation that proudly holds the LGBT Charter for inclusion.

As a Social Care Call Handler, you will also receive:

• Access to the Carr Gomm App, which includes free physiotherapy, health coaching and counselling
• Holiday pay accrual
• Festive pay enhancement if you work Christmas Day or New Years Day