Monitoring & Responding Officer
24/7 Emergency Response Service
An exciting opportunity to join a frontline emergency response service supporting vulnerable residents to live independently and safely in their own homes.
About the Role
- Provide a professional and compassionate call handling service for routine and emergency calls
- Use a call monitoring platform to assess risk and identify appropriate intervention
- Deliver mobile response to residents’ homes across the borough
- Make on-the-spot assessments and coordinate support from emergency services, health professionals, family or care agencies where required
- Provide reassurance and practical assistance during emergencies
- Carry and operate specialist equipment, including safe lifting equipment and basic first aid
- Undertake minor maintenance of telecare equipment (battery changes, minor faults, equipment failures) to ensure continuous service
- Maintain accurate, timely records and ensure confidentiality at all times
- Promote dignity, choice, independence and safeguarding in every interaction
- Work collaboratively with colleagues and partner agencies to deliver a high-quality service
Shift Pattern
- 7am–3pm, 3pm–11pm, 11pm–7am
- 7 days a week including weekends and bank holidays
- 20-minute handover required before each shift
About You
- Experience working in an emergency call monitoring environment
- Experience supporting vulnerable adults in a social care or similar setting
- Confident using call monitoring systems (e.g. PNC or Tunstall/Verklizan; Answerlink desirable)
- Excellent communication skills with a calm and empathetic approach
- Ability to assess situations quickly and make sound decisions under pressure
- Strong IT and administrative skills
- Understanding of safeguarding and person-centred care
- Physically able to undertake frontline duties including safe lifting
- Full, clean UK driving licence (fleet vehicles provided subject to assessment)