Emergency Response Operations Specialist

The Emergency Response Operations Specialist ensures a compassionate and efficient installation, monitoring, and response service, operating on a 24/7 rotational shift pattern, including nights and weekends. Handling emergency telecare calls with sensitivity, this specialist prioritizes prompt action. Responsibilities include maintaining equipment, responding to urgent service requests, and promoting community cohesion. Upholding confidentiality and compliance with regulations, the role reflects adaptability and responsiveness within a dynamic service environment.

MAIN RESPONSIBILITIES

• Work a 24/7 rotational shift pattern, covering days, afternoons, evenings, and nights, including weekends and bank holidays.
• Contribute to effective service area operations through attendance at meetings and training events.
• Provide a professional call handling service, prioritizing emergency telecare calls.
• Operate computerized call handling equipment to TSA standards.
• Maintain and update client information systems.
• Respond to calls outside regular hours, taking appropriate action and liaising with relevant parties.
• Recognize and identify general care needs of service users, making referrals to partner agencies.
• Assist with programming, cleaning, and maintaining Telecare equipment.
• Drive local authority vehicles, adhering to procedures and conducting checks.
• Undertake administrative functions, ensuring confidentiality and compliance.
• Participate in training on Telecare and Telehealth equipment.
• Manage individual performance to achieve targets and uphold KPIs.
• Adhere to operational procedures, promoting excellence in customer-focused service delivery.
• Provide operational support to the Telecare Support Manager.
• Understand and comply with environmental policies, Health & Safety regulations, and IT systems.
• Comply with standing orders, financial regulations, and departmental instructions.
• Ensure duties align with the Company's commitment to equality and diversity.
• Participate in the Managing Individual Performance Scheme.

Note: Night roles (23:00 - 07:00) and weekend roles are currently available.