Home Instead Hiring for Emergency Phone Responder Job at Remote Full Time
RESPONSIBILITIES
Reflect the core values of Home Instead
Answer each incoming call in a friendly, professional and knowledgeable manner and distribute incoming calls to the appropriate staff members
Enter and maintain accurate client and CAREGiver records in the operating system
Communicate client and CAREGiver concerns or problems with owner or other staff members as appropriate
Ensure Home Instead standards are met and upheld
EP responder logs in manually on the IQ system
Taking messages, calls & following up failed log in alerts on the IQ system
All queries are recorded and a report is created and sent by email
Demonstrate open and effective communication with owner, colleagues and CAREGivers
EDUCATION/EXPERIENCE REQUIREMENTS
Secondary school graduation or the equivalent
KNOWLEDGE, SKILLS AND ABILITIES
· Understand and uphold the policies and procedures established by Home Instead and the related role.
· Demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures.
· Demonstrate excellent written and verbal communication skills and the ability to listen intently and effectively.
· Ability to establish collaborative working relationships with management, colleagues, franchise owners, MD’s and their staffs.
· Ability to demonstrate effective interpersonal skills essential as well as sound judgment and good decision-making skills.
· Ability to work independently and meet deadlines.
· Ability to maintain confidentiality of information.
· Ability to plan, organize and prioritize daily, monthly and yearly work.
· Ability to present a professional appearance and demeanor.
· Ability to perform duties in a professional office setting.
· Ability to oversee projects from beginning to end, including incorporation of new ideas and best practices and evaluation of processes and procedures in order to recommend improvements and changes when appropriate.
· Knowledge of all tools currently available to franchise owners for use in building their business.
· Must be patient and congenial on the telephone.
· Ability to travel on certain occasions as the business requires.
Overview of the Emergency Phone Responder Role on Weekends.
The office switches over the Phone to the emergency one at 17:00 on a Friday evening. Then the EP responder logs in manually on the IQ system taking messages, calls & follows up failed log in alerts on the IQ system until 22:00 hours. All queries are recorded, and a report is created and sent by email to the appropriate recipient.
The phone through the night is there for emergencies only – it is important to have the phone on loud and at arm’s reach.
At 8:00 on Saturday morning the responder logs in on IQ again and the shift runs through to 22:00 where a new report is created & emailed – again the EP is on for emergencies only Sunday morning with log in at 8:00 though to 22:00 where the same procedure is followed – At 8:00 Monday morning the phone can be switched off as it will diverted back to the office when office staff start
Please note the salary given is an indeed estimate.
The successful candidate will need to make themselves available for training for 2 weeks in Ballsbridge, Dublin 4
