Emergency Duty Service Coordinator
Emergency Duty Service Coordinator
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Job Description
- Suffolk County Council Beacon House Ipswich Suffolk IP1 5PB / Hybrid
- 27711 per annum (pro rata)
- 26 hours per weekFlexible working options available
- Permanent
An exciting opportunity has arisen to join the Suffolk County Council (SCC) Emergency Duty Service(Out of Hours Team)as anEmergency Duty Service Coordinator.This role can be worked from home with the requirement to be in the office for training and team meetings at Beacon House Ipswich.
- Would you like to work in an incredibly varied challenging and rewarding role
- Are you passionate about making a positive difference to the lives of children and adults in Suffolk
Your role and responsibilities
Youll be the first point of contact for social care enquiries relating to Suffolk residents including Adult Services Children and Young Peoples services and Mental Health referrals. There are various contact channels which you will be expected to manage (telephone and email) and multitask while providing exceptional customer service.
You will be responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals and the post holder will be expected to use their skills and knowledge to support customers to achieve the best outcome in line with Suffolks organisational values drivers and operating models.
If successful you will be responsible for a seamless transition between day and night services enabling the Council to fulfil its statutory duties to vulnerable adults children and families.
This a great opportunity for anyone wanting to gain experience within Social Care with the opportunity to develop knowledge and support those in the community.
You will:
- act as the first port of call for the public for enquiries relating to children and families vulnerable adults and mental health concerns and for professionals in accessing social care services both in and out of hours
- communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care
- maintain effective use of customer information systems and databases to ensure high quality and accurate recording and data quality
- work quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible.
You will need:
- a good level of literacy and numeracy skills
- relevant computer literacy (Explorer Chrome Word Excel Outlook)
- excellent customer service skills.
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 Emergency Duty Service is an out of hours service that works as a team to support one another we work together to ensure a high standard service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
We will offer an indepth training plan both online and face to face. You will be supported by a mentor throughout the start of employment as well as direct line manager.
Out of hours shifts
The Emergency Duty Service is a team that works out of hours and includes shifts that cover evenings weekends and overnights. You do not need to be able to complete all shifts listed below. Your availability or preference for specific shifts can be discussed at interview.
Monday Thursday:
17:00 22:00
17:30 23:00
23:00 08:00 (overnight 20 additional pay for hours 12am 6am)
Friday:
16:00 22:00
22:00 07:00 (overnight 20 additional pay for hours 12am 6am)
Saturday / Sunday:
07:00 12:00
08:00 13:00
12:00 18:00
13:00 18:00
18:00 22:00
22:00 07:00 (overnight 20 additional pay for hours 12am 6am)
Shifts worked on bank holidays will receive an enhanced rate.
Training
The ideal training environment is 1 to 1 officebased training therefore you would be expected to complete a mixture of training shifts both office and home based. Training can be offered over a mixture of daytime evening overnight and weekend shifts however there is flexibility based on the your availability.
Once training is complete the role is hybrid with the expectation of coming into the office base for occasional shifts training and team meetings.
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 our Workforce Equality Report (suffolk).
For more information
Please contact Kelvin Padmore for a casual conversation. You can reach them by either callingor emailing
How to apply
Step 1:Read the advert and theJob and Person Profile (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 (docx).
- What skills and qualities do you feel you have that will make you successful at this role
- What does good Customer Service look like to you and can you provide an example of a time you have provided good customer service
- Can you think of a time where you have had to deal with a difficult or stressful situation how did you handle this 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:11.30 pm 23 April 2025.
Interview date: 29 and 30 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
