Careline Response Officer

Role: Careline Response Officer
Location: Harrow Civic Hub, Forward Drive, HA3 8NT (with travel across the Borough)
Employer: Pertemps Recruitment Partnership (on behalf of London Borough of Harrow)
Contract: Temporary - Initially 3 months, with potential for extension
Hours: 36 hours per week, including evenings, weekends and bank holidays as part of a 24-hour rota
Work Style: On-site / Mobile working, with travel around the borough
Rate: 17.26 per hour PAYE
Pertemps Recruitment Partnership is seeking a dedicated and compassionate Careline Response Officer to join the Helpline Service at London Borough of Harrow. This is an essential front-line role providing emergency response and support to elderly and vulnerable residents across the borough, ensuring their safety and well-being out of hours.
Please note: A valid UK driving licence, access to a car, business insurance and Enhanced DBS are required for this role.
Key Responsibilities:

• Provide emergency response and support to elderly and disabled residents linked to the Helpline Alarm Service when nominated keyholders are unavailable.
• Carry out planned "Daily Rounds" at sheltered housing schemes when resident wardens are off duty or absent, delivering a full support service equivalent to the resident warden.
• Attend emergency calls without delay, gaining access, summoning help, providing physical assistance where appropriate, contacting relatives, emergency services, and updating the Helpline Service throughout.
• Maintain accurate and detailed records of all actions taken during emergency and routine calls.
• Report defects or urgent repairs within both council and non-council premises to the relevant maintenance or helpline teams.
• In the absence of resident wardens, carry out routine fire alarm testing, smoke alarm battery replacement, programming of key fobs, and support for CCTV systems.
• Provide access for contractors and ensure buildings are secure following incidents such as break-ins.
• Relay important welfare information about clients to Care Management teams and liaise closely with resident wardens, scheme staff, and other services.
• Support Helpline Control Station operations as required, including alarm installation duties and call handling backup.

Requirements:

• Experience of caring for others or supporting vulnerable people in a paid or voluntary capacity.
• Experience of dealing with emergencies calmly and effectively.
• Excellent communication skills with the ability to engage sensitively with elderly and vulnerable people.
• Strong written and verbal communication skills, including accurate record-keeping and clear reporting.
• Current First Aid certificate and willingness to participate in ongoing training and development.
• Physically able to assist or transfer frail/disabled residents when required.
• Flexibility to work shifts as part of a 24-hour rota, including weekends and bank holidays.

About Us:
For almost 60 years, Pertemps Recruitment Partnership has been a market leader in providing temporary and permanent staffing solutions. Recognised as one of The Sunday Times "Best 100 Companies to Work For" for 14 consecutive years, Pertemps is proud to be an accredited Investor in People, with a strong focus on employee support and development.
London Borough of Harrow is the 12th largest London borough and one of the most culturally diverse in the UK. Located just 10 miles from central London with excellent transport links via Harrow & Wealdstone station (Metropolitan Line, Watford DC Line, National Rail), it offers a great environment to live, work and build your career in public service. </em

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