Duty Careline Officer (Temp: London)

Pay Rates

Office Hours: £21.50 PAYE | £27.48 Umbrella

Out of Hours: £25.29 PAYE | £32.27 Umbrella

Contract

Temporary

Working Pattern

Full-time | Shift-Based (Including Out of Hours)

Role Overview

This role sits within a 24/7 Careline service, providing emergency call handling and visiting support to service users, ensuring their safety and wellbeing at all times. You will be responsible for responding to alarm activations, emergency calls, and urgent housing‑related situations, offering both practical and emotional support where required.

Key Responsibilities

• Respond to emergency telephone and alarm calls promptly and professionally
• Assess urgency levels and coordinate appropriate responses
• Visit service users when required to provide practical and emotional support
• Liaise with emergency services, next of kin, and external agencies
• Maintain accurate records of all calls and actions using computer systems
• Install telecare alarms and associated equipment
• Respond to housing and repair emergencies for sheltered housing residents
• Handle out‑of‑hours emergency housing enquiries, including homelessness calls
• Contact keyholders and relevant parties during emergency situations
• Support vulnerable residents and ensure their wellbeing during incidents

Required Working Pattern

• Monday to Friday during core operational hours
• Required to work out‑of‑hours shifts as part of rota
• Must be available to work 4 out of 8 Bank Holidays
• Work in line with European Working Time Directives

Essential Requirements

• Enhanced DBS (or willingness to obtain)
• Experience in emergency response, careline, housing, or customer service environments
• Strong decision‑making skills under pressure
• Excellent communication and listening skills
• Ability to assess emergency situations quickly and calmly
• Experience using IT systems to log calls and maintain records
• Full UK Driving Licence (required for emergency visits)
• Ability to work independently and within a team
• Commitment to safeguarding vulnerable residents

Desirable Experience

• Experience within Careline, Telecare, Housing, or Emergency Services
• Knowledge of sheltered housing or social housing services
• Experience installing telecare equipment
• Experience handling homelessness or emergency housing enquiries

Benefits

• Competitive enhanced out‑of‑hours pay rates
• Opportunity to gain valuable emergency response and housing experience
• Be part of a dedicated team delivering life‑critical support services

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