Guidance for contacting the on-call senior carer

Guidance for Contacting the On-Call Senior Carer

As a valued member of our domiciliary care team, it's important to understand the role of the on-call Senior Carer and how to effectively communicate with them when needed. The Senior Carer has a dual role that involves both providing care in the field and handling urgent matters that arise with service users and carers.

Key Points to Consider Before Contacting the Senior Carer:

1. Dynamic Responsibilities: The Senior Carer may be actively providing care, driving between locations, or addressing other critical issues. Their time is often divided between multiple urgent tasks.

2. Emergency-Only Line: The on-call number is primarily for urgent matters. Please evaluate the urgency of your situation before calling. If your concern can wait, consider other communication channels or resolve the issue independently if possible.

3. Leaving a Voicemail: If you do need to call and cannot reach the Senior Carer immediately, be sure to leave a voicemail with clear details about your issue. We aim to return all calls within 30 minutes.

4. When to Call:

   • Emergency with a Service User: If a service user is in immediate danger or requires urgent assistance.

   • Urgent Carer Assistance: If you are a carer facing an issue that needs prompt resolution.

   • Uncertainty: If you are unsure whether a situation qualifies as urgent, err on the side of caution and leave a voicemail detailing the issue.

By following these guidelines, you help ensure that the Senior Carer can manage their responsibilities effectively while still providing timely support when it is truly needed.