Position: On Call Supervisor
Responsible to: Registered Manager
Location: Remote working covering all Spire Homecare geographical areas
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.
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
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Manage all incoming calls from:
- Service users and families
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Care staff
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Healthcare professionals
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External agencies
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Provide clear, professional, compassionate responses in line with company values.
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Record all interactions accurately in the care management system.
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Prioritise urgent and emergency calls appropriately using escalation protocols.
2. 24/7 Service Coverage & Out-of-Hours Support
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Ensure uninterrupted service provision by supporting out-of-hours and on-call operations.
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Act as the primary point of contact when the main office is closed (evenings, weekends, bank holidays).
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Respond promptly to urgent issues including:
- Missed or late care visits
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Staff absence or rota gaps
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Emergency care needs
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Coordinate with on-call care staff and management to resolve immediate service risks.
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Maintain clear and detailed handovers between shifts to ensure continuity of care.
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Escalate critical incidents in line with emergency protocols at any time of day or night.
3. Query & Issue Resolution
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Respond to general queries relating to:
- Care schedules
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Staff allocation
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Medication concerns
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Service delivery issues
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Ensure all queries are:
- Logged
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Tracked
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Resolved within agreed timeframes
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Liaise with Scheduling, Care Coordinators, and Management to resolve issues efficiently.
4. Incident, Concern & Complaint Management
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Receive and manage:
- Complaints
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Concerns
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Incident reports
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Log and categorise all issues according to company policy.
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Conduct initial fact-finding and gather key information.
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Escalate serious concerns (e.g. safeguarding risks) immediately.
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Support investigation processes and ensure timely follow-up.
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Maintain clear communication with relevant parties throughout the resolution process.
5. Safeguarding & Escalation
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Identify safeguarding concerns and act in line with local authority and company safeguarding procedures.
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Escalate:
- Risk to service users
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Missed calls or care visits
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Medication errors
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Staff conduct issues
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Support referrals to safeguarding authorities when required.
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Maintain awareness of duty of care, confidentiality, and whistleblowing policies.
6. Compliance & Quality Assurance
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Ensure all call logs, notes, and actions align with:
- CQC regulatory standards
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Company policies and procedures
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GDPR and confidentiality requirements
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Monitor trends in calls and concerns to highlight risks or service improvements.
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Support quality improvement initiatives based on feedback and incident analysis.
7. Coordination & Team Support
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Work closely with:
- Care Coordinators
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Field Supervisors
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Management team
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Communicate staffing or care issues quickly to ensure continuity of care.
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Provide administrative support related to incidents, logs, and reporting.
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Ensure effective communication between day teams and out-of-hours support staff.
8. System & Record Management
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Maintain accurate records in digital systems.
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Ensure all actions are documented clearly and contemporaneously.
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Generate reports where required (e.g. incident summaries, complaints log, out-of-hours activity reports).
Key Performance Indicators (KPIs)
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Response time to calls
- Effectiveness of out-of-hours service response
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Accuracy and completeness of records
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Compliance with escalation timelines
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Quality of communication and customer satisfaction
Person Specification
Essential Skills & Experience
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Experience in domiciliary care, health & social care, or similar setting
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Strong understanding of safeguarding and CQC standards
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Experience managing or supporting out-of-hours/on-call services
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Excellent telephone manner and communication skills
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Ability to manage sensitive and confidential information
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Proven ability to handle difficult conversations calmly and professionally
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Strong organisational and multitasking skills
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Competent in IT systems (care software, Microsoft Office, CRM systems)
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Ability to work independently in a remote environment
Desirable
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Experience using digital care systems (e.g. Birdie)
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Previous role in coordination, compliance, or call handling
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Knowledge of complaint handling frameworks
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NVQ Level 3 (or above) in Health & Social Care
Personal Attributes
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Compassionate, empathetic, and patient-centred
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Calm under pressure and able to make sound decisions
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Detail-oriented with strong problem-solving skills
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Professional, reliable, and accountable
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Proactive in identifying risks and improvements
Working Hours
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Shift-based to support 24/7 service delivery
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Includes evenings, weekends, and bank holidays
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Participation in an on-call rota is essential
Additional Requirements
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Access to a secure home working environment
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Reliable internet connection
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Ability to respond to urgent matters outside standard hours
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Access to a vehicle to be able to proactively attend incidents
Required Criteria
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Care plans: 1 year
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Care assessment: 1 year
Skills Needed
About The Company
At Spire Homecare, we’ve built a reputation for reliable, person-centred care. Our team comprises fully trained carers and office staff who work passionately to support our clients’ independence. We deliver flexible care packages—from short visits to 24-hour live-in care—and tailor our services to each individual’s needs. Our care includes personal care, supported living, learning disability support, respite, dementia, live-in, and night care. We approach every assignment with dignity and respect, collaborating with both clients and their families to co-create care plans that truly reflect their wishes. Regulated by the CQC, we pride ourselves on delivering high standards of care in the comfort of your own home.
Company Culture
We foster a culture rooted in respect, empathy, and continuous professional development. At Spire Homecare, we listen — really listen — to both our service users and our staff. We encourage open dialogue, teamwork, and shared problem-solving. Training is ongoing, and we equip our carers with the skills they need to provide excellent care safely and confidently. We strive to create an environment where staff feel supported, valued and empowered, understanding that the quality of our care is deeply tied to how we look after one another. Our inclusive and caring approach ensures that everyone feels part of something meaningful.
Company Benefits
We believe that caring for our staff is just as important as caring for our clients. That’s why we offer competitive pay, flexible working patterns, and clear opportunities for progression. You will receive comprehensive training and ongoing professional development tailored to your role, whether you’re providing companionship support or complex live-in care. We also provide regular supervision, mentorship, and a caring, supportive management team. For many roles, we offer guaranteed hours, work-life balance, and the satisfaction that comes from knowing your work makes a real difference to someone’s life every day.
Vacation, Paid time off, Retirement plan and/or pension, Referral bonus, Long service recognition, Social Opportunities, Culture of recognition, On the job learning, Progression opportunities, Staff celebration events
Salary
£75.00 - £180.00 per day
