Summary
- Hours of work are 5pm – 9am Monday to Friday and 5pm Friday until 9am Monday morning (work days to be agreed).
- Required to have some care experience in order to cover shifts as required during EDO hours (above) and possibly during office hours.
- Initial ‘intense’ training available with Rota department in order to gain understanding of the rota system, teams, transports, routes etc.
- Must complete Mandatory Training that is required n Health and Social Care.
- Must have a clean Driver’s Licence, Insurance that covers business/work related travel and have a car.
- Laptop and Mobile phone to be provided.
- Pay rate to be confirmed and also based on previous experience, training, qualifications and work arrangement.
Job Purpose
The Emergency Duty Officer (EDO) is responsible for coordinating the continuity of care to service users within their homes, ensuring, sickness and emergency calls are attended to and assigned. Liaising with and providing support to Care Workers. This care service involves personal care and household management that is personalised for each service user in the form of a Care Plan, observing safe working practices, respecting the service users’ dignity, privacy and independence as far as practical.
Key Role Responsibilities
- To receive incoming calls from Care Assistants within their designated area, managing current weekly rotas, ensuring sickness and emergency calls are reallocated and covered in line with service users care plans. Maintaining continuity of care where possible.
- To escalate crisis issues to the Registered Manager or the Directors.
- First point of contact for Care Workers for all issues arising with service users out of hours, making care decisions in response to calls received.
- To provide cover for absent colleagues in an emergency, to ensure the smooth operation of the delivery of care to services users and clients.
- To participate in the out of hours on call rota as necessary, to provide emergency support to staff and service users, and to respond in person if necessary.
- To record all incoming calls on a daily basis in the activity log.
- Provide colleagues with a detailed hand over on finishing shift.
- To record any changes, areas of concern, issues on database.
- To advise Finance team of extra calls.
- To attend reviews as allocated by the Directors/Care Manager, recording notes, following through on any action required and updating the database.
- To liaise with all necessary parties involved in providing care to customers.
- To ensure excellent level of customer care is maintained.
- To consistently promote a positive image of the company.
- To keep up to date and maintain a good general knowledge of Care standards and company policies and procedures to comply with all policies and procedures.
- To maintain good working relationships with all colleagues and customers.
- To perform and deliver to agreed performance objectives.
- To undertake any other related or special tasks applicable to the post as required by the Registered Manager.
Essential Skills
- Working knowledge and experience of the domiciliary care industry, regulations and legislation.
- Strong organisational skills with experience in managing staff rotas for Care Assistants.
- Excellent written and verbal communications skills.
- Good planning and time management skills.
- Effective IT skills including the use of Microsoft Word, Excel and PowerPoint.