EDS Coordinator (Redeployment 23159)

• Suffolk County Council
• Address: Beacon House Ipswich Suffolk IP1 5PB - Hybrid
• Salary: 28958 per annum (pro rata for part time)
• Hours: 18.5 hours per week

• Contract: Permanent - 2 positions available

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 multi-task 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 in-depth 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 office-based 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 ().

For more information

Please contactSian Alexander (she/her)for a casual conversation by 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 a supporting statement answering the following questions below (no more than 400 words per question). You should use theSupporting Statement template (Word).

1. Tell us about your skills and qualities how will they make you successful within this role
2. Tell us about a time you had to remain calm and professional when faced with confrontation challenging behaviour or emotional situations either over the phone or in person. What did you do to manage the situation and what was the outcome
3. What does Customer Service look like for you Can you give us an example where you have had to provide this what did you do and what was the outcome
4. Tell us about a time you have had to work collaboratively with colleagues / partner agencies to achieve a shared objective or goal.

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.

For guidance on completing your application please see our How to Apply page.

Planning to use Artificial Intelligence (AI) Please ensure your application still reflects your own skills experience and ideas. If used inappropriately your application may not be processed. Please read our guidance for using AI to understand whats acceptable.

Do you need any reasonable adjustments to help you to apply If you are disabled and/or have additional support needs you can request reasonable adjustments. You can do this by contacting our Recruitment Team at or. You can find examples of possible adjustments on our Reasonable Adjustment pages.

Closing date:11.30pm4 May 2026.

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. #LI-Hybrid