Homeline Response Officer x4
Ref: 178722
Salary: £30,518 p.a. plus benefits
37 hours per week
FTC – 12 months
Swindon Borough Council are on an exciting journey to transform service delivery. We want our town to be the best it can be. Our ambitious vision in the new Swindon Plan is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that’s who we’re doing it for – the communities and businesses that make our town great. As part of the Council, you’ll support a friendly local authority making decisions with real impact. It’s all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.
Your next role
We are looking for four Homeline Response Officers within our Homeline team on a fixed-term basis, who are motivated, enthusiastic and team players.
The role involves supporting the delivery of a 24-hour emergency call service for elderly individuals, people with disabilities, and those with chronic health conditions. The ideal candidate will have experience working in a customer-focused environment and demonstrate empathy and strong communication skills. A current full UK driving licence is required, along with experience in the care or telecare sector. You should also be confident in dealing with the public in potentially difficult or stressful situations, whether face-to-face or over the telephone, with experience supporting elderly individuals being advantageous.
You will also need a good working knowledge of Microsoft office applications as well as excellent telephone manner and a systematic approach to working within a fast-paced environment, with the ability to multi-task. Accuracy and communication skills are key as well as the ability to work independently and remain calm under pressure and in distressing situations.
What you’ll be doing
- Respond quickly to emergency calls, providing on-site support within target response times.
- Deliver urgent care, including first aid, CPR, and coordinating emergency services where needed.
- Safely assist fallen service users using specialist lifting equipment.
- Carry out welfare visits, monitor wellbeing, and ensure telecare equipment is working effectively.
- Install, configure, maintain, and remove telecare systems in homes and supported settings.
- Complete accurate records, reports, and referrals, including safeguarding and risk concerns.
- Liaise with families, healthcare professionals, and emergency services to coordinate care.
- Support hospital discharges and assess service users’ needs, identifying additional support where required.
- Contribute to a 24/7 service through shift work, on-call duties, and teamwork, including mentoring new staff.
- Demonstrate resilience and professionalism when dealing with complex or distressing situations, always maintaining a calm and supportive approach.
- Consistently work within the Values and Behaviours framework of Swindon Borough Council, ensuring high standards of care, integrity, and accountability in all interactions.
You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act “for the effective performance of a customer-facing role”).
You will be subject to an enhanced Disclosure and Barring Service Check.
Your next package
Please see our Rewards and Benefits offer for more details.
As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.
For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, revitalised Swindon together. And you’ll be proud to say it was made better with you.
Please see our Vision and Values page for more details and our new Swindon Plan.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.
Your next steps
Please read the role profile, which is available in the documents section to the righthand side of the page. To submit an application for this role, select Quick Apply.
For further information about the role please contact Alicia Fry, Homeline and Telecare Manager on: [email protected]
As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion.
If you are experiencing technical issues submitting your application, please email [email protected]
Closing date: 7 September 2026
Interview date: By Arrangement
