Current Vacancy

On-call coordinator

Responding and resolving calls from Clients and Care Staff who require assistance.

Care in Kent was founded on the belief that everyone deserves to age gracefully in the comfort of their own homes. We are a team of passionate and dedicated care professionals
who strive to deliver the highest quality of care possible. Our goal is to make a positive impact in the lives of our clients and their families, and we are honoured to be able to do
that every day.

POSITION: On Call Care Coordinator 

LOCATION: Care in Kent Offices  

HOURS: Alternate weekends – Fri 5pm – Mon 9am, with occasional weekday availability

REPORTING TO: Deputy Manager 

RESPONSIBLE FOR: Care staff and Service users  

We are highly respected provider of homecare services in our industry and quality is at the heart of everything we do. 

We provide home care and support to families & individuals in Kent. 

Care in Kent’s care and support services are tailor made to our clients’ individual needs. Meaning that they are able to continue living to their own timetable, visiting family and friends and getting out and about in their local communities. All safe in the knowledge that our services are on hand, should they need them.  

Your Main Duties and Responsibilities: 

About the role:  

To work alongside and assist the Deputy Manager to ensure that Care in Kent exceeds GOOD care Standards with CQC and that the company’s objectives are met.  

We are Care in Kent, a high-quality care service in Ashford and Folkestone area’s supporting older people, children and adults with learning disabilities, mental health, Autism and Dementia care. We pride ourselves in being the Choice of care which gives people the freedom to stay in their own homes. 

The focus of this role is to respond and resolve calls from Clients and Care Staff who require assistance outside of usual office hours. 

Given the nature of our core business our on-call service operates 365 days a year to ensure the safety and well-being of our clients. On-call Coordinators will be required to work on a rota-basis to fill a variety of shifts including evenings, weekends and bank holiday days. 

You are responsible for ensuring that all clients receive appropriate services from Care in Kent. 

You are responsible for ensuring the long- and short-term rostering of care staff and ensuring appropriate cover is in place.  

To have responsibility for the efficient management, functioning and administration of care staff; ensuring that the dignity and physical, emotional, and social care of Service Users are always maintained to a high standard by motivation management and maintenance of good discipline in the staffing group.  

Main Duties and Responsibilities: 

  • Work with the coordinating team and Deputy Manager to ensure all care calls are covered safely in a timely manner for the week ahead. 
  • To check the CarePlanner system for any unallocated calls at the start and end of each day, not leaving until all calls are safely covered. Ensuring client’s care and support needs are met, prioritising medication needs.  
  • To regularly check the on-call phone, CarePlanner system and emails throughout the shift to ensure no messages or calls are missed. 
  • Ensure all emergency on-call issues are dealt with effectively, such as covering care visits directly or indirectly when care staff are sick/absent.  
  • Deal with carers sickness and cancellation of calls by arranging cover; custodian of keys and codes: associated paperwork, keeping the office informed regarding communicating outcomes. 
  • Any variations in call times to be phoned through to the service user or NOK and recorded on CarePlanner. 
  • Notify all clients/ NOK of any changes of times of care and support staff. 
  • Any changes in rotas must be agreed with carers in advance and a new rota should be sent promptly and notification sent by text to inform carer that a new rota has been sent with changes. This text must be acknowledged by the carer and recorded onto care management system. 
  • Respond to all RED supervisor alerts on Care Planner in a timely manner and action accordingly. 
  • Read diary entry notes and Call Monitoring/MAR reports each day to ensure safe and consistent monitoring of all diary notes by the end of each day, raising concerns and reporting appropriately. Recording all outcomes and actions taken. E.g., Is the content appropriate, accurate and relevant? Any health and safety concerns? Follow the reporting process.   
  • Respond promptly and appropriately regarding concerns or issues relating to care delivery. 
  • Follow company’s process for reporting and recording safeguarding concerns and duty of candour including raising, reporting, and recording incidents and accidents. 
  • Maintain accurate up to date records and documentation of all aspects and issues regarding Service Users and care workers ensuring evidence is stored safely in their files. 
  • Participate in daily handover with team so they are to be kept informed of any client or carer changes, so enabling records to be accurate and up to always date. 
  • Complete weekly KPI report and send to Deputy Manager by end of day Tuesday 9am each week. 
  • Where applicable liaise with multi-disciplinary team regarding service user’s health, making the correct referrals to the correct team and evidencing this on CarePlanner. 
  • Notify Deputy Manager and team of any variation to contract and record on CarePlanner and record on daily handover report.  

Staff monitoring and compliance.  

Be willing to assist the Deputy Manager, Client Assessor and Field Care Supervisor in completing all aspects of carer and client compliance. To liaise monthly and work together as a team to ensure compliance is Safe, Caring, Responsive, Effective and Well led. 

  • Carry out 3 monthly Supervisions, spot checks and Competency sign offs with area team – Reporting any concerns to the Registered Manager 
  • Complete monthly “Hi how are you?” engagement surveys with clients and record on diary entry on Care planner. 
  • Book and attend 3-month staff team meetings, preparing with an agenda and recording minutes from each minute. 
  • Support, assist and supervise training programme as required.  
  • Promote and encourage Staff Recognition – Star of the week sent on a Friday to the Registered Manager. 
  • Build an effective and innovative team offering support to care workers and colleagues by mentoring and providing ongoing support. 
  • Ensure that care teams have the right skills to provide a care service to each individual clients care needs. 
  • Ensure that carers adhere to company policies and procedures. 
  • Notify the deputy manager of staff cancellations, absences, and sickness. 
  • The ability to supervise and instruct carers. 


  • Always provide the highest standards of care for each service user, creating a warm welcoming and caring environment. 
  • Support service users to have a voice and raise complaints, concerns, and compliments an opportunity for us to learn and drive continuous improvement. 
  • Report any concerns, in relation to health & safety at work to Deputy Manager immediately.  
  • To record all complaints received and follow the complaints procedure, assist in investigation of the complaint where applicable and in accordance with company policy. 
  • Deal with all telephone enquiries and ensure that they are professional and appropriately dealt with.  
  • Interact with clients and their families. Communicate regularly and when required to do so with clients and their families.  Informing next of kin when an incident has occurred if appropriate.  
  • Liaise with other areas of the company, including adherence to rules, regulations, and guidelines for good practice.  

Legal compliance  

  • To be fully aware of the legal requirements set by CQC ensuring the service exceeds these expectations. 
  • Maintain up to date knowledge of all legislation, Including CQC Fundamental standards NICE guidelines, practice issues affecting any operation of the company, and ensure that these are always effective within the company in an appropriate manner. 
  • Always promote and act in accordance with Care in Kent’s policies, practices, systems, and procedures. 
  • Ensure that the delivery of the service is underpinned by a commitment to equality of opportunity and diversity.  
  • Have an inclusive approach to both service delivery and recruitment. 
  • Take a pride in your work area and always implement a clear desk policy. Always participating in weekly office cleaning rota. 
  • Always promote and act in accordance with Care in Kent’s Equal Opportunities Policies. 
  • Always understand and operate within Care in Kent’s Health and Safety Policy.  
  • To work within legislation and regulation, including: –  
  • Health & Safety at Work Act 1974, Manual Handling (LOLER 1998), Food Safety Act 1990, General Food Hygiene Regulations 1995, Equality Act, Care Standards Act 2000 and CQC fundamental standards. 
  • It is the responsibility of every member of staff when leaving a building to ensure that they have turned off their computer and any other electrical equipment that they have been using. As the last person leaving a building, they should also do a final check ensuring that windows and doors are secured. 
  • As a member of staff employed within Care in Kent the post holder is responsible for ensuring that they work towards the company’s Missions and values.  These will be referred to within supervision and appraisal of staff.  
  • It is the responsibility of every member of staff when leaving a building to ensure that they have turned off their computer and any other electrical equipment that they have been using. As the last person leaving a building, they should also do a final check ensuring that windows and doors are secured. 
  • Maintain and always ensure office notes are accurate and up to date, including the correct storing of information and adherence to the Data Protection Act and GDPR.  


  • Attend training relevant to your role as requested by the Registered Manager. 
  • To take an active part as a ‘Care Champion’ with a responsibility within your SCREW domain, researching and implementing best practice. (SAFE, CARING, RESPONSIVE, EFFECTIVE and WELL LED) 
  • Ensure the company’s safeguarding policy is adhered to and follow up all safeguarding concerns immediately with your line manager.  
  • Be willing to undertake training to develop new skills. 


  • To attend monthly supervisions with the Deputy Manager and yearly appraisal systems in line with organisational requirements and relevant to this post. 
  • To attend meetings as required by Care in Kent. 
  • To cover management responsibilities when Registered Manager and Deputy Manager are not on site. 
  • To take part in On Call responsibilities, including weekday evenings and weekends (bank holidays inc) as required. 
  • To carry out any other duties that may be required appropriate to the level and nature of the post. 
  • In the event of emergency’s, you may be required to cover care calls to ensure all clients are adequately covered.  
  • Maintain integrity when dealing with matters of client or staff confidentiality. 
  • A willingness to operate flexibility and to be accountable. 
  • The ability to work without supervision while adhering to company policies, systems, and processes.  
  • Always understand the needs of our clients.  
  • Always act as a representative of Care in Kent by presenting a good personal and professional image within and outside of the company. 
  • Liaise with all departments, and Care in Kent staff appropriately and where necessary; as well as dealing professionally and appropriately with all other outside agencies. 
  • Because of the nature of this post and the location of our offices you must hold a valid UK driving license and have access to a vehicle. 

Business Development  

  • Have an awareness and commitment to developing commercial aspects of the care business.  
  • In conjunction with other Care in Kent departments, develop new initiatives as and when opportunities arise. 
  • Be willing to participate in marketing and recruitment events as required.  
  • To participate in the growth and development of the business. Identifying new opportunities for Business Development. 
  • To build relationships with key contacts and clients.  
  • Seek opportunities to grow sales of our existing clients by reviewing their needs and by identifying opportunities where their care package could be increased.  
  • Follow New business process, completing new business spreadsheet and accepting new business process, within the turnaround time of 48 hours. – Follow the new business referral process.  
  • Manage all new care package enquiries generated by Care in Kent, following the company sales process, and agreed KPI’s to ensure a high conversion rate.  

You will produce and report on your monthly KPIs with the Deputy Manager for the CEO and The Board of Directors with analysis of leads and sales with justification against effort and associated spend.  

Make sure you come prepared to all your scheduled meetings with your line manager or CEO, following the agenda outlined to ensure that business objectives are hit. 

Attending meetings as required with the Management team to ensure strong relationships are maintained. 

Ensuring that all business contacts are loaded onto the CRM and that there are regular and meaningful contact with these contacts. 

Essential Skills and Experience: 

The successful applicant will be a very organised and committed individual. They will be capable of handling many varied calls whilst ensuring that all are progressed to conclusion, and details of all actions have been recorded accurately. The individual must have excellent communication skills, both written and oral, and a determination to overcome obstacles. 


Skills required: 

  • Analytical mind and Good problem-solving skills 
  • The ability to handle pressure. 
  • Excellent telephone manner 
  • Efficient and accurate keyboard skills 
  • Strong team player, but able to work independently. 
  • Strong IT skills and knowledge of Microsoft office suite 

Occasionally, you might be required to perform a particular task that is not listed in this job description. 

We encourage applications from everyone regardless of sex, sexual orientation, gender identity, ethnicity, faith and religion, disability, and age. 

Experience in the homecare sector is preferred, as would be familiarity with software packages used in homecare sector.  However, such experience is not essential. 

A Disclosure and barring certificate will be needed for this post.  

To Apply Now to send us your application

or give us a call on 01233 619 530