On Call Supervisor - Wiltshire/Somerset/Bath

Position: On Call Supervisor Responsible to: Registered Manager Location: Remote working covering all Spire Homecare geographical areas

• Candidate needs to be located within 30 minutes of Trowbridge. Working Hours : Monday-Thursday 1630-0830, Friday 1600-0600, Weekends & Bank holidays Saturday-Monday 0600-0830 Organisation: Spire Homecare 2016 Limited Spire Homecare is a reputable organisation committed to delivering exceptional homecare to individuals of all ages and backgrounds. We do not just aim to meet expectations — we strive to set the standard for outstanding care. Through compassion, professionalism, and a truly personalised approach, we support people to live safely, happily, and independently in their own homes. Our ambition is simple: to be the best at what we do, every day — by investing in our people, listening to our clients, and continually improving the quality of the service we provide.

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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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