On Call Supervisor - Remote working
Position: On Call Supervisor
Responsible to: Registered Manager
Location: Remote working covering all Spire Homecare geographical areasWorking 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.
About The Role 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Work closely with:
- Care Coordinators
- Field Supervisors
- Management team
- Communicate staffing or care issues quickly to ensure continuity of care.
- Provide administrative s