Call Handler/Responder

Contract to start ASAP until 31-01-27 with a possible extension.

Full job descriptionCall Handler/Responder

Derby City Council

Hours: Full-time (37 hours per week)

Contract: Temporary – 13-week contract, ending 31 January 2027

Provide Reassurance and Practical Support to People in Their Own Homes

We're recruiting two compassionate and reliable Call Handlers/Responders to support Derby City Council. This role combines telephone support with community response work, helping residents access appropriate assistance and maintain their independence at home. The council's Carelink service supports people through personal alarms, telephone monitoring and responder visits. Derby City Council

You'll bring a calm, professional and reassuring approach to situations where residents may be distressed or need help, treating each person with dignity and respect.

About the Role

As Call Handler/Responder, you'll handle alarm calls, attend response visits, undertake welfare checks and assist with basic equipment support as part of the council's Carelink service. Derby City Council

The role requires sound judgement, clear communication and the ability to follow procedures while responding sensitively to individual circumstances.

What you'll be doing:

• Responding to personal alarm calls, gathering relevant information and arranging appropriate assistance from responders, nominated contacts or emergency services. Derby City Council
• Attending residents' homes for response visits and welfare checks, providing reassurance and helping coordinate further support where needed. Derby City Council
• Assisting uninjured residents following falls, using specialist lifting equipment only after appropriate training and when assessed as safe under service procedures. Derby City Council
• Supporting basic alarm equipment installation and maintenance, within your training and the responsibilities assigned to you. Derby City Council
• Maintaining accurate and confidential records, documenting calls, visits, concerns and actions taken.
• Recognising and escalating safeguarding or welfare concerns, following organisational reporting procedures.
• Providing clear handovers to colleagues, ensuring outstanding issues and follow-up actions are communicated.
• Following health and safety, lone-working and incident-reporting procedures, working within your competence and seeking guidance when required.

Requirements

We're looking for patient, organised and dependable individuals who can remain calm under pressure and provide a respectful, person-centred service.

You'll ideally have:

• Experience in call handling, customer service, telecare, care work or another relevant support role.
• Strong communication and listening skills, including the ability to reassure people and gather information clearly.
• Confidence using computers and electronic record systems, with good attention to detail.
• An understanding of the needs of people requiring support to live independently.
• Ability to recognise urgent concerns, follow agreed procedures and escalate issues appropriately.
• Awareness of safeguarding, confidentiality and professional boundaries.
• A practical and responsible approach to community-based work, including following lone-working arrangements.
• Ability to work independently and as part of a team, managing priorities and sharing information effectively.
• Willingness to complete required first aid, moving and handling, and specialist equipment training. These are identified within the council's published responder role information. Derby City Council
• Availability to work the agreed shift pattern and meet the travel requirements of the assignment.
• Eligibility to work in the UK and the ability to provide employment references and complete the required pre-employment checks.

Why Apply

• Opportunity to make a meaningful difference to residents needing reassurance and assistance.
• Varied work combining telephone contact, practical support and community visits.
• Chance to apply your customer service or care experience in a resident-focused role.
• Two temporary opportunities available within Derby City Council.

Benefits

• Weekly Pay
• Company Pension
• Ongoing Agency Support

Benefits are subject to confirmation of the agency and payroll arrangements and individual eligibility.

Additional Information

Client: Derby City Council

Job Category: Social and Healthcare Unqualified

Location: Kedleston Road Training Centre, 184 Kedleston Road, Derby, DE22 1GT. My Care Derby

Working Arrangement: Office-based call handling and community response duties. Carelink operates 24 hours a day, seven days a week; the specific rota and any night, weekend or bank holiday requirements for this assignment are to be confirmed. Derby City Council

Start Date: 2 November 2026

Contract Duration: 13 weeks, ending 31 January 2027

Hours: 37 hours per week

Positions Available: 2

Driving Required: The council's published responder duties involve driving council vehicles. The exact licence requirements for this assignment are to be confirmed. Derby City Council

Pay Rate: £18.51 per hour —  Umbrella

IR35: Status to be confirmed.

DBS: Required checks and level to be confirmed by the council.

Job Types: Full-time, Temporary

Pay: £18.51 per hour

Application question(s):

• Can you describe your experience in call handling, customer service, care work or supporting people in distress?
• Are you comfortable undertaking both telephone-based work and response visits, including completing the required equipment and safety training?
• Please confirm your driving licence status, availability for shift work and ability to start on 2 November 2026.

Experience:

• Call handling, customer service or relevant care and support experience preferred.
• Telecare, community response or experience supporting people to live independently would be advantageous.

Licence/Certification:

• Driving licence: Requirements to be confirmed.
• Relevant first aid or moving and handling training would be advantageous; required training and competency checks are to be confirmed.

Work authorisation:

• United Kingdom (required)

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

5308232-10-26