SWES Social Care Call Handler

Carr Gomm; Scotland; Remote; GBP 17,000 - 25,000; Full time

Benefits offered by this job

Access to Carr Gomm App with health/wt

Holiday pay accrual

Festive pay enhancements

Job summary

Carr Gomm is recruiting a Social Care Call Handler to be the first point of contact outside office hours for people needing support. You will gather information, assess needs, and coordinate urgent responses with the SWES to safeguard vulnerable individuals.

The role is home-based, involves shift work including evenings, nights, weekends and public holidays, and requires strong admin skills and proficient use of Microsoft Office.

Qualifications

• You stay calm under pressure and know when to escalate decisions.
• You listen carefully, ask thoughtful questions, and speak clearly.
• You build trust with people of all ages and backgrounds.
• You have strong admin and organisational skills and use Microsoft Office.
• You learn new software quickly and work confidently with digital systems.

Responsibilities

• Respond to all incoming calls to the Social Work Emergency Service outside office hours and refer appropriately.
• Assess calls to determine emergency needs and liaise with out-of-hours Social Work teams.
• Manage conversations to record information accurately and set caller expectations.

Skills

Calm under pressure

Effective communicator

Build positive relationships

Administrative and organisational

MS Office / digital systems

Job description

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 Lccal 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

We welcome applications from any candidates already eligible to work in the UK or those who can apply for a visa granting permission to work in the UK (e.g., dependent visas, ancestry, etc.) that do not require sponsorship from Carr Gomm. You will be asked to share proof of this prior to receiving any offer of employment. It is currently our policy not to offer sponsorship for prospective candidates.

For further information, please contact our recruitment team on [e-mail].

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