Home First Call Handler

This advert is for permanent roles, full time or part time - this will be over a variety of shift patterns that fall between the core hours of 07:00-22:00.

Job Overview

This is an exciting opportunity to join the new Countywide Home First Front Door Service, launching on 1 September, and play a key role in shaping and supporting this innovative service from the outset. As part of the Home First Team, you will work within a multidisciplinary service that brings together Occupational Therapists, Physiotherapists, Therapy Assistants, Home First Assistants, Planners and Reablement Workers to support people across Gloucestershire to remain independent and receive care in their own homes whenever possible.

Working as the first point of contact for patients, carers, healthcare professionals and partner organisations, you will manage referrals and enquiries into the Home First service, ensuring they are handled safely, efficiently and directed to the most appropriate clinical team. This is a fast-paced and rewarding role requiring excellent communication, organisational and decision-making skills, with a strong focus on delivering high-quality, person-centred care and support within the community.

• Act as the first point of contact for Home First referrals and enquiries from patients, carers, healthcare professionals and partner organisations.
• Manage incoming calls and referrals, ensuring information is accurately recorded and processed in a timely manner.
• Support the safe and effective management of urgent referrals in collaboration with clinical leads.
• Use agreed pathways, protocols and decision-support tools to direct referrals to the most appropriate service or clinical team.
• Maintain accurate records and update patient information on clinical systems, including SystmOne.
• Communicate professionally and sensitively with patients, families, carers and healthcare professionals.
• Work closely with multidisciplinary teams, acute hospitals, GPs, social care services and community partners to coordinate care.
• Escalate complex queries, concerns or risks to the appropriate clinical or operational lead.
• Provide administrative support to the wider Home First team as required.
• Contribute to maintaining service capacity, patient flow and effective team communication.
• Uphold confidentiality and information governance standards in line with Trust policies.
• Participate in a rota to provide service coverage across operational hours (7am-10pm, 7 days a week).