Home First Call Handler
Gloucestershire Health and Care NHS Foundation Trust
Gloucester, GL3 4AW
Salary
£25,760 to £27,476
Contract
Permanent
Hours
Not specified
Closing date
10 September 2026
10 days left
Job description
This advert is for a permanent role for 37.5 hours per week - this will be over a variety of shift patterns that fall between the core hours of 07:00-...
- Act as the first point of contact for Home First referrals and enquiries from patients, carers, healthcare professionals and partner organisations.
- Manage incoming calls and referrals, ensuring information is accurately recorded and processed in a timely manner.
- Support the safe and effective management of urgent referrals in collaboration with clinical leads.
- Use agreed pathways, protocols and decision-support tools to direct referrals to the most appropriate service or clinical team.
- Maintain accurate records and update patient information on clinical systems, including SystmOne.
- Communicate professionally and sensitively with patients, families, carers and healthcare professionals.
- Work closely with multidisciplinary teams, acute hospitals, GPs, social care services and community partners to coordinate care.
- Escalate complex queries, concerns or risks to the appropriate clinical or operational lead.
- Provide administrative support to the wider Home First team as required.
- Contribute to maintaining service capacity, patient flow and effective team communication.
- Uphold confidentiality and information governance standards in line with Trust policies.
- Participate in a rota to provide service coverage across operational hours (7am-10pm, 7 days a week).
Gloucestershire Health & Care Services deliver community health & social care services for adults & older people via a model of locality-based cluster teams. Each of the clusters consist of Nursing, Therapy and Reablement Teams working closely alongside social work professionals to provide support to people within their own homes and within bed based reablement units. We work closely with GPs, local communities, acute and community hospital(s) and other partners to enable people to live as independently and for as long as possible within their own home.
We are a clinically led organisation where individuals are valued for their unique professional contribution to ensuring best patient care. Continuing Professional Development is a key priority and we actively promote and develop the broadening roles that Physiotherapists and Allied Health Professionals are able to contribute. We have an extensive range of Advanced Practitioners, Clinical Specialists, Professional Leads and Non-Medical Prescribers across a wide range of specialisms that actively support clinical colleagues within our organisation. Our well established, structured Clinical Supervision and In-Service Training programmes contribute to the learning culture which develops and challenges thinking and practice.
We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.
Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:
- 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
- 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
- 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.
This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.
Qualifications
Essential
- GCSE English & Maths Grade C or above or equivalent
- NVQ 3 or working towards or, can demonstrate experience to that level
Experience
Essential
- Evidence of working as part of a team
- Experience of communicating over the telephone
- Proven ability to work unsupervised and manage working time effectively
- Ability to remain calm under pressure and deal with competing demands
- Evidence of good interpersonal skills
Professional Knowledge
Essential
- Evidence of willingness and ability to learn new skills
Desirable
- Understanding and comprehensive use of Electronic records and the local system for patient records (SystmOne), including writing/typing appropriate paperwork on the system
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
27 August 2026
Last checked
31 August 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
Explore related