Out of Hours Coordinator
Out of Hours Coordinator
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Job Description
- Suffolk County Council Beacon House Ipswich IP1 5PB Hybrid
- 27711 annum (pro rata)
- 26 hours per week Flexible working options available
- Permanent
At Suffolk County Council every role is a chance to create positive change. Were not just a local authority; were a team of dedicated individuals working together to improve lives across our diverse communities. As our new Out of Hours Coordinator (OOHs) youll 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 youre passionate about making a real tangible difference its 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
- The OOHs Coordinator works on a busy online phone system within a supportive helpful and encouraging team where communication is key. You will take phone calls from customers and their families Reablement Support Workers (RSWs) other health and social care professionals and the emergency services. You will provide information and advice to support them with their situation action any tasks required and handover to the relevant team or service to ensure continued support.
- Youll respond to emergencies urgent or general queries and provide the appropriate response. You will be managing your own workload and the workload of the RSWs highlighting to colleagues or manager when assistance is required. You will escalate appropriate situations in accordance with Home First policies and procedures including safeguarding. You will be providing support and guidance to RSWs who may be loneworking and providing advice in the event of an emergency. You will be receiving managing and documenting compliments or complaints
- Utilising your skills daily to work in a timely and efficient way to provide the best outcome to the caller.
We offer a 4 week work rotating schedule that includes some weekend availability 3 out of 4 weekends per month Saturday and Sunday) Our weekday shifts run from 6:00am to 9:30am in the mornings and 5:00pm to 11:00pm in the evenings. On weekends and bank holidays the morning shifts will run from 6:00am 2:30pm and the afternoon/evening shifts will be 2:15pm 11:00pm.
You will need
- ability to work accurately in a fast paced environment involving use of multiple IT systems at the same time and remain calm under pressure
- to bring an enthusiastic and can do approach
- willingness to learn and build on any transferable skills that could apply from other roles preferably customer and/or social care focused
- to work a minimum of 3 out of 4 weekends (Saturdays and Sundays) bank holidays and Monday to Friday with a combination of early and late shifts
- excellent communication skills and telephone manner to be able to work effectively within a team
- the ability to work from home in a suitable environment with internet access adhering to confidentiality and data protection.
You can view a full list of requirements in the Job and Person Profile (docx).If you believe you can succeed in this role apply. Even if you dont meet all requirements still apply. We would appreciate the opportunity to consider your application.
The team
- the OOHs team are a wonderfully supportive team to each other and our callers
- OOH Coordinators work together on shift and are supported by a manager. There is a Home First Manager on call for further support if required
- when on shift the coordinators communicate frequently with each other via email and Microsoft teams whilst ensuring the phoneline is always staffed
- all the team are asked to contribute to swapping or covering extra shifts to cover absence attend a monthly team meeting complete mandatory yearly training and refresher courses.
Empowering Everyone
Were big believers in potential possibility and the power of different ideas. Were always searching for ways to encourage respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals especially those from groups that are currently underrepresented in the organisation as shown in ourWorkforce Equality Report.
For more information
Please contact Michelle Edmunds for a casual conversation. You can reach them by calling 0 or emailing
How to apply
Step 1 Read the Job and Person Profile (JPP) (docx).
Step 2 Click Apply Now to start your online application.
Step 3 Upload asupporting statementanswering the following questions below (no more than 400 words per question). You should use theSupporting Statement template.
1. Can you describe a time when you had to handle a difficult customer or situation over the phone How did you manage the situation and what was the outcome
2. Describe a situation where you had to manage multiple tasks simultaneously using multiple IT systems. How did you prioritise your workload and how did you ensure all tasks were completed on time
3. Have you ever had to respond to an emergency situation at work What steps did you take to handle the situation and what was the outcome
Step 4 Upload a CV (without name and personal details).
Please note:Without a supporting statement and CV your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage you to present your own work and ideas throughout the application process.
If you require any reasonable adjustments to the application process before the next selection stage please contact our Recruitment Team by emailingor calling0.If you are invited to the next stage of selection you will have another opportunity to request adjustments for the next stages of the process.
Closing date:11:30pm 6 April2025
Interview date: 23 April 2025
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. #LIHybrid
Required Experience:
IC
Employment Type
Part-Time
