Duty Careline Officer

Duty Careline Officer

London Borough of Hammersmith & Fulham

Location: Hammersmith, London

Contract: Initial 3-month contract

Hours: 36 hours per week (including out-of-hours shifts)

Pay Rates

Standard Hours (Office Hours):

£27.48 per hour (Umbrella) (£21.52 per hour (PAYE exclusive))

Out of Hours (4:00pm – 9:00am):

£32.37 per hour (Umbrella) (£25.29 per hour (PAYE exclusive))

Shift Patterns

Weekdays:

Days: 9:00am – 4:00pm

Evenings: 3:45pm – 10:15pm

Nights: 10:00pm – 9:15am

Weekends (2 shifts only):

Days: 9:00am – 9:15pm

Nights: 9:00pm – 9:15am

About the Role

We are seeking a dedicated and responsive Duty Careline Officer to join the Careline service in Hammersmith. This vital role supports a 24/7 emergency call handling and response service, ensuring the safety and wellbeing of vulnerable residents.

You will be responsible for operating the Careline and Emergency Control Room during core hours, while also contributing to out-of-hours coverage, including emergency visits.

A full UK manual driving licence is essential for this role.

Key Responsibilities

• Respond to all incoming telephone and alarm calls, assessing urgency and coordinating appropriate responses
• Provide emergency visiting support to service users, offering practical and emotional assistance
• Liaise with emergency services, care agencies, next of kin, and other stakeholders
• Maintain accurate and detailed records of all calls and actions taken
• Install telecare alarms and related equipment
• Coordinate responses to housing and repair issues for sheltered housing residents
• Handle out-of-hours (OOH) cases including homelessness support and welfare checks
• Investigate “no reply” alerts from care services and ensure appropriate follow-up
• Contact keyholders and manage emergency access situations

General Duties

• Comply with all Council policies, procedures, and standards
• Uphold health & safety responsibilities at all times
• Participate in training, supervision, and performance reviews
• Maintain strict confidentiality and adhere to data protection regulations
• Build effective working relationships across teams and partner agencies
• Support emergency planning and business continuity arrangements

Essential Requirements

• Full UK manual driving licence
• Strong communication and decision-making skills
• Ability to remain calm under pressure and respond to emergencies effectively
• Experience working in a customer-focused or emergency response environment (desirable)
• Competent IT skills for record-keeping and communication systems
• Willingness to undergo an Enhanced DBS check

Why Join?

This is an excellent opportunity to play a crucial role in supporting vulnerable residents within a dynamic and essential frontline service. You will gain valuable experience in emergency response, social care coordination, and public service delivery.

Apply now to make a meaningful difference in your community.