Job Title: On-Call Coordinator Full Time Location: Dublin Employment Type: Full- Time (On-Call) Sector: Healthcare / Home Care About Us We are a values-led healthcare provider delivering high-quality, person-centred care to individuals in their own homes and communities. Guided by principles Right at Home are committed to promoting dignity, independence, respect, and compassion in everything we do. Our care professionals are at the heart of our service, and we are seeking reliable and compassionate individuals to join our On-Call team. Role Overview The On-Call Healthcare Assistant provides flexible support to out of hours shifts, employee absences, and increased care demands. This role ensures continuity of care and supports safe, reliable service delivery to our clients. The successful candidate will demonstrate our core values: Accountable, Authentic, Personal, and Thrive. Key Responsibilities 1. Service Delivery & Coordination - Act as first point of contact for clients and care employee outside office hours. - Coordinate emergency cover for employee absences. - Ensure all service user visits are delivered as scheduled. - Escalate unresolved issues to senior management appropriately. - Maintain accurate and timely documentation of all calls and actions taken. 2. Safeguarding & Risk Management - Respond appropriately to safeguarding concerns in line with HSE Safeguarding Vulnerable Persons Policy. - Report and document incidents in accordance with company and HSE procedures. - Ensure immediate risk mitigation in emergencies (medical, environmental, staffing). - Escalate serious incidents in line with regulatory requirements. 3. Compliance & Governance - Ensure services operate in line with: - Health Act 2007 - HIQA National Standards (where applicable) - HSE Service Level Agreements - Company policies and procedures - Maintain confidentiality and data protection in accordance with GDPR. - Ensure proper recording of incidents, complaints, and service disruptions. 4. Employee Support - Provide guidance and real-time problem-solving support to Healthcare Assistants (HCAs). - Monitor punctuality and attendance issues during on-call periods. - Support safe lone working practices. - Ensure staff operate within scope of practice. 5. Communication - Liaise with: - Service users and families - Healthcare Assistants - Public Health Nurses - Emergency services (if required) - Senior management - Provide detailed handover to office team following each on-call shift. 6. Health & Safety - Ensure compliance with the Safety, Health and Welfare at Work Act 2005. - Respond to health and safety concerns raised during out-of-hours service delivery. - Promote safe systems of work and incident reporting. Key Performance Indicators (KPIs) - % of shifts covered without service disruption - Response time to on-call queries - Incident documentation accuracy - Compliance with escalation protocols - Client satisfaction feedback Job Specification Essential Criteria Qualifications - Minimum Level 5 qualification in Healthcare Support, Social Care, or equivalent (QQI or recognised equivalent). - Up-to-date Safeguarding training. - Manual Handling certification. Experience - Minimum 2 years’ experience in homecare or healthcare setting. - Experience coordinating rotas or managing staff preferred. - Knowledge of HSE-funded homecare packages desirable. Knowledge - Understanding of: - Irish safeguarding requirements - Incident reporting procedures - HIQA standards (where applicable) - GDPR and confidentiality requirements - Employment legislation basics Skills & Competencies - Strong decision-making under pressure - Excellent communication skills - Problem-solving ability - IT literacy (rostering systems, incident reporting software) - Ability to work independently - High level of professionalism and discretion Personal Attributes - Calm under pressure - Reliable and accountable - Ethical and integrity-driven - Flexible and adaptable Working Conditions - Availability outside normal business hours (mornings, evenings, nights, weekends). - May involve urgent decision-making. - Remote working during on-call shifts. Accountability The On-Call Coordinator is accountable for ensuring safe continuity of care during out-of-hours periods and for adhering to all HSE, legislative, and company compliance requirements. ch7