Out of Hours Coordinator

Suffolk County Council; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

Suffolk County Council is seeking an Out of Hours (OOHs) Coordinator to be the first point of contact for customers, families, Reablement Support Workers and health and social care professionals. You will provide advice, reassurance, and practical support through a busy telephone and online system, assessing situations and coordinating responses.

You’ll work in a supportive team, manage workload, escalate concerns per Home First policies, and maintain records of compliments and complaints.

Qualifications

• Customer service, health or social care experience preferred.
• Excellent communication and teamwork abilities.
• Strong organisational skills and ability to prioritise workload.

Responsibilities

• Provide advice and practical support to customers and families.
• Coordinate support for Reablement Support Workers and professionals.
• Liaise with emergency services as needed and ensure safe handovers.
• Record and manage compliments, concerns and complaints.
• Support shift planning and ensure coverage and escalation as required.

Skills

Customer service mindset

Customer service experience

Communication skills

Teamwork

Organisational skills

Weekend availability

Remote/home working

Job description

At Suffolk County Council, every role is a chance to create positive change. We're not just a local authority; we're a team of dedicated individuals working together to improve lives across our diverse communities. As our new Out of Hours Coordinator (OOHs), you'll have the unique opportunity to see the direct impact of your work on the people that make Suffolk special. Your contributions will help build a brighter future for all. If you're passionate about making a real, tangible difference, it's time to reimagine your career with us. Join Suffolk County Council and turn your passion for positive change into action.

Reimagine the possibilities.

Your role and responsibilities

As an Out of Hours (OOHs) Coordinator, you'll play a vital role in supporting people when they need us most. Working within a friendly, supportive, and highly collaborative team, you'll be the first point of contact for customers, their families, Reablement Support Workers (RSWs), health and social care professionals, and emergency services.

Using a busy telephone and online system, you'll provide advice, reassurance, and practical support, responding to a wide range of enquiries, urgent situations, and emergencies. You'll assess each situation, take appropriate action, and ensure a seamless handover to the relevant team or service so that customers receive the support they need.

You’ll manage your own workload alongside coordinating support for RSWs, identifying when additional assistance is required and escalating concerns in line with Home First policies and procedures, including safeguarding requirements. You’ll also provide guidance to lone‑working RSWs, offer support during emergency situations, and accurately record and manage compliments, concerns, and complaints.

This is a fast‑paced and rewarding role where no two days are the same. You’ll use your communication, organisation, and problem solving skills every day to deliver the best possible outcomes for those who contact the service. The Out of Hours team is a friendly, supportive, and dedicated group committed to providing the best possible service to our callers and each other. OOH Coordinators work closely together during each shift, supported by an experienced manager, with additional guidance available from a Home First Manager on call when required.

Teamwork and communication are at the heart of what we do. Throughout each shift, coordinators stay connected through Microsoft Teams and email, working collaboratively while ensuring the phone line remains fully staffed and responsive to those who need our support.

As part of the team, you’ll be encouraged to contribute to a positive and flexible working environment by supporting colleagues through shift swaps and additional cover when needed. You’ll also take part in monthly team meetings, complete mandatory annual training, and access regular refresher learning to help you develop your skills and maintain high standards of service.

• - A positive, proactive, and customer‑focused approach, with a willingness to learn and develop new skills.
• - Experience in a customer service, health, social care, or similar role, or transferable skills that demonstrate your ability to support others effectively.
• - Excellent communication skills, a professional telephone manner, and the ability to work well as part of a team.Strong organisational skills and the ability to prioritise workload effectively.
• - The flexibility to work a minimum of three out of four weekends (Saturdays and Sundays), with opportunities to cover annual leave, sickness, bank holidays, and weekday shifts, including early and late patterns.
• - The ability to work from home in a suitable environment with reliable internet access, while maintaining confidentiality and adhering to data protection requirements.

This is part of the HFS (Home First Service) wider job family.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We're driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.

In return, you’ll enjoy:

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance‑related annual pay progression, in addition to an annual cost‑of‑living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day

Plus lots more!