SWES Social Care Call Handler - 492643

Carr Gomm; Scotland; Remote; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Carr Gomm App access

Holiday pay accrual

Festive pay enhancement

Job summary

Carr Gomm in Argyll & Bute, Scotland, is recruiting Social Work Emergency Service Call Handlers to be the first point of contact outside office hours. You’ll reassure, collect information for safety, and coordinate urgent responses for adults, older people and at-risk children, all from home.

You will join a compassionate team within a charity that supports people to live independently. The role emphasizes calm communication, strong IT skills, and the ability to escalate when needed; you’ll work

Qualifications

• Compassionate, reliable and person-centred approach to supporting people in need.
• Strong administrative and organisational skills with confidence using digital systems.
• Good communication, listening, questioning and ability to explain clearly under distress.

Responsibilities

• Respond to all incoming calls to the Social Work Emergency Service outside office hours.
• Assess incoming calls to determine if emergency action is required and liaise with out-of-hours teams.
• Manage conversations to record information accurately and manage caller expectations.

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

SCCH - Role Profile 10.2026

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.