On Call Supervisor - Wiltshire/Somerset/Bath

The On call supervisor will act as the central point of contact for all incoming calls, queries, concerns, and escalations within Spire Homecare. The role ensures that all communications are handled professionally, safeguarding is prioritised, service users receive safe and responsive care, and all processes meet regulatory and internal compliance standards (including CQC requirements). 

The role also plays a critical part in maintaining continuous 24/7 service coverage, ensuring seamless support outside of standard office hours. 

Key Responsibilities 

1. Call Handling & Communication 

• Manage all incoming calls from:  

• Service users and families 

• Care staff 

• Healthcare professionals 

• External agencies 

• Provide clear, professional, compassionate responses in line with company values. 

• Record all interactions accurately in the care management system. 

• Prioritise urgent and emergency calls appropriately using escalation protocols. 

2. 24/7 Service Coverage & Out-of-Hours Support 

• Ensure uninterrupted service provision by supporting out-of-hours and on-call operations. 

• Act as the primary point of contact when the main office is closed (evenings, weekends, bank holidays). 

• Respond promptly to urgent issues including:  

• Missed or late care visits 

• Staff absence or rota gaps 

• Emergency care needs 

• Coordinate with on-call care staff and management to resolve immediate service risks. 

• Maintain clear and detailed handovers between shifts to ensure continuity of care. 

• Escalate critical incidents in line with emergency protocols at any time of day or night. 

3. Query & Issue Resolution 

• Respond to general queries relating to:  

• Care schedules 

• Staff allocation 

• Medication concerns 

• Service delivery issues 

• Ensure all queries are:  

• Logged 

• Tracked 

• Resolved within agreed timeframes 

• Liaise with Scheduling, Care Coordinators, and Management to resolve issues efficiently. 

4. Incident, Concern & Complaint Management 

• Receive and manage:  

• Complaints 

• Concerns 

• Incident reports 

• Log and categorise all issues according to company policy. 

• Conduct initial fact-finding and gather key information. 

• Escalate serious concerns (e.g. safeguarding risks) immediately. 

• Support investigation processes and ensure timely follow-up. 

• Maintain clear communication with relevant parties throughout the resolution process. 

5. Safeguarding & Escalation 

• Identify safeguarding concerns and act in line with local authority and company safeguarding procedures. 

• Escalate:  

• Risk to service users 

• Missed calls or care visits 

• Medication errors 

• Staff conduct issues 

• Support referrals to safeguarding authorities when required. 

• Maintain awareness of duty of care, confidentiality, and whistleblowing policies. 

6. Compliance & Quality Assurance 

• Ensure all call logs, notes, and actions align with:  

• CQC regulatory standards 

• Company policies and procedures 

• GDPR and confidentiality requirements 

• Monitor trends in calls and concerns to highlight risks or service improvements. 

• Support quality improvement initiatives based on feedback and incident analysis. 

7. Coordination & Team Support 

• Work closely with:  

• Care Coordinators 

• Field Supervisors 

• Management team 

• Communicate staffing or care issues quickly to ensure continuity of care. 

• Provide administrative support related to incidents, logs, and reporting. 

• Ensure effective communication between day teams and out-of-hours support staff. 

8. System & Record Management 

• Maintain accurate records in digital systems. 

• Ensure all actions are documented clearly and contemporaneously. 

• Generate reports where required (e.g. incident summaries, complaints log, out-of-hours activity reports). 

Key Performance Indicators (KPIs) 

• Response time to calls   

• Effectiveness of out-of-hours service response 

• Accuracy and completeness of records 

• Compliance with escalation timelines 

• Quality of communication and customer satisfaction 

Person Specification 

Essential Skills & Experience 

• Experience in domiciliary care, health & social care, or similar setting 

• Strong understanding of safeguarding and CQC standards 

• Experience managing or supporting out-of-hours/on-call services 

• Excellent telephone manner and communication skills 

• Ability to manage sensitive and confidential information 

• Proven ability to handle difficult conversations calmly and professionally 

• Strong organisational and multitasking skills 

• Competent in IT systems (care software, Microsoft Office, CRM systems) 

• Ability to work independently in a remote environment 

Desirable 

• Experience using digital care systems (e.g. Birdie) 

• Previous role in coordination, compliance, or call handling 

• Knowledge of complaint handling frameworks 

• NVQ Level 3 (or above) in Health & Social Care 

Personal Attributes 

• Compassionate, empathetic, and patient-centred 

• Calm under pressure and able to make sound decisions 

• Detail-oriented with strong problem-solving skills 

• Professional, reliable, and accountable 

• Proactive in identifying risks and improvements 

Working Hours 

• Shift-based to support 24/7 service delivery 

• Includes evenings, weekends, and bank holidays 

• Participation in an on-call rota is essential 

Additional Requirements 

• Access to a secure home working environment 

• Reliable internet connection 

• Ability to respond to urgent matters outside standard hours 

• Access to a vehicle to be able to proactively attend incidents