Out of Hours Coordinator
Suffolk Jobs Direct · Ipswich, England, United Kingdom
* Suffolk County Council * Address: Beacon House, Ipswich, Suffolk, IP1 5PB - Hybrid * Salary: £29,542 annum (pro rata) * Hours: 13.32 hours per week spread over a 4-week rolling rota. (Weekend working role: 3 weekends on and 1 weekend off, combination of Saturdays and Sundays 06:00 to 14:30 and 14:15 to 23:00) * Contract: Permanent At Suffolk County Council, every role is a chance to create positive change. We're not just a local authority; we're a team of dedicated individuals working together to improve lives across our diverse communities. As our new Out of Hours Coordinator (OOHs), you'll have the unique opportunity to see the direct impact of your work on the people that make Suffolk special. Your contributions will help build a brighter future for all. If you're passionate about making a real, tangible difference, it's time to reimagine your career with us. Join Suffolk County Council and turn your passion for positive change into action. Reimagine the possibilities. Your role and responsibilities As an Out of Hours (OOHs) Coordinator, you'll play a vital role in supporting people when they need us most. Working within a friendly, supportive, and highly collaborative team, you'll be the first point of contact for customers, their families, Reablement Support Workers (RSWs), health and social care professionals, and emergency services. Using a busy telephone and online system, you'll provide advice, reassurance, and practical support, responding to a wide range of enquiries, urgent situations, and emergencies. You'll assess each situation, take appropriate action, and ensure a seamless handover to the relevant team or service so that customers receive the support they need. You'll manage your own workload alongside coordinating support for RSWs, identifying when additional assistance is required and escalating concerns in line with Home First policies and procedures, including safeguarding requirements. You'll also provide guidance to lone-working RSWs, offer support during emergency situations, and accurately record and manage compliments, concerns, and complaints. This is a fast-paced and rewarding role where no two days are the same. You'll use your communication, organisation, and problem-solving skills every day to deliver the best possible outcomes for those who contact the service. You will need * The ability to work accurately and efficiently in a fast-paced environment, using multiple IT systems simultaneously while remaining calm under pressure. * A positive, proactive, and customer-focused approach, with a willingness to learn and develop new skills. * Experience in a customer service, health, social care, or similar role, or transferable skills that demonstrate your ability to support others effectively. * Excellent communication skills, a professional telephone manner, and the ability to work well as part of a team.Strong organisational skills and the ability to prioritise workload effectively. * The flexibility to work a minimum of three out of four weekends (Saturdays and Sundays), with opportunities to cover annual leave, sickness, bank holidays, and weekday shifts, including early and late patterns. * The ability to work from home in a suitable environment with reliable internet access, while maintaining confidentiality and adhering to data protection requirements. You can view a full list of requirements in the Job and Person Profile (JPP), which you can find in the ‘How to apply’ section towards the bottom of this advert. If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application. The team The Out of Hours team is a friendly, supportive, and dedicated group committed to providing the best possible service to our callers and each other. OOH Coordinators work closely together during each shift, supported by an experienced manager, with additional guidance available from a Home First Manager on call when required. Teamwork and communication are at the heart of what we do. Throughout each shift, coordinators stay connected through Microsoft Teams and email, working collaboratively while ensuring the phone line remains fully staffed and responsive to those who need our support. As part of the team, you'll be encouraged to contribute to a positive and flexible working environment by supporting colleagues through shift swaps and additional cover when needed. You'll also take part in monthly team meetings, complete mandatory annual training, and access regular refresher learning to help you develop your skills and maintain high standards of service. Empowering Everyone We’re big believers in potential, possibility and the power of different ideas. We’re 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 [https://www.suffolk.gov.uk/council-and-democracy/our-aims-and-transformation-programmes/the-councils-equality-and-inclusion-commitment-to-you]. For more information Please contact Michelle Edmunds for a casual conversation. You can reach them by emailing michelle.edmunds@suffolk.gov.uk [michelle.edmunds@suffolk.gov.uk] How to apply Step 1 - Read the Job and Person Profile (JPP) (docx). [https://sccrecruit.blob.core.windows.net/assets/SCC/24814-Out-of-Hours-Coordinator.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 the Supporting Statement template (Word) [https://sccrecruit.blob.core.windows.net/assets/SCC/Other-Docs/SupportingStatementTemplate.docx]. 1. Can you give an example of when you provided advice or support to someone who was anxious, distressed, or needed reassurance? How did you approach the situation? 2. Describe a time when you had to manage multiple priorities at once. How did you organise your workload and ensure that important tasks were completed accurately and on time? 3. Describe a time when you identified that a situation needed to be escalated. How did you decide to take action, and what happened next? 4. Can you provide an example of when your attention to detail was critical? How did you ensure information was recorded accurately? Please note: Without a supporting statement, 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 [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/657088]. 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 [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/764097] to understand what’s 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 recruitment@suffolk.gov.uk [recruitment@suffolk.gov.uk] or 03456 014412. You can find examples of possible adjustments on our Reasonable Adjustment pages [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/757078]. Closing date: 11:30pm, 15 October 2026 Interview date: Thursday 29 October This is part of the HFS (Home First Service) wider job family. 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 As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities. In return, you’ll enjoy: * up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days * membership of a competitive Local Government Pension Scheme (LGPS) * travel, lifestyle, health and wellbeing benefits * performance-related annual pay progression, in addition to an annual cost-of-living pay increase * training and encouragement to expand your knowledge * a variety of career development opportunities across our organisation * diverse and active staff networks * flexible working options, with the right to request flexible working from your first day Plus lots more! If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk) [https://careers.suffolk.gov.uk/].