Call Handler (Health Care Assistant) in Exeter inExeter PUBLISHED MON 10 NOV 2025 Jump to job information section
Band 3: £24,937 to £26,598 a year
PERMANENT
SPONSORSHIP AVAILABLE
Hospiscare rapB6GRW
Job description
Job summary
Why consider joining Hospiscare?Benefits include:Keep your NHS pensionFree staff parkingCareer development opportunitiesFlexible and compassionate workplaceWellbeing and mental health support
Main duties of the job
As a Call Handler in our Clinical Co-ordination Centre, you will be the first point of contact for patients, carers and healthcare professionals calling the charity. Liaising with registered nursing staff, Clinical Nurse Specialists and wider community teams, you will ensure patients are prioritised appropriately.
About us
About us
Hospiscare has been supporting people in Exeter, Mid and East Devon with terminal illnesses for over 40 years. Our services include support at home, a specialist palliative care ward, out-patients clinics, and supportive therapies.We support close to 2,200 local people each year, in some of the hardest times possible. As a local charity, we raise around £10 million each year to continue to provide our care. Our staff, volunteers and supporters help us to care for people when they're most in need, no matter what their individual circumstances may be.We're proud to be rated as 'five star' by patients and families and as 'outstanding' by the Care Quality Commission, to have been awarded a Mind Bronze Award for wellbeing at work and to be a Disability Confident employer.
Details
Date posted
10 November 2025
Pay scheme
Agenda for changeBandBand 3
Salary
£24,937 to £26,598 a year
Contract
Permanent
Working pattern
Part-time
Reference number
DV1439691ExeCHCA
Job location
sSearle houseDryden RoadExeterDevonEX2 5JJ
Job description
Job responsibilities
Job description
1.JOB
Details
Job Title:Call Handler (Health Care Assistant)Band:3Location:Clinical Coordination Centre, Searle House EX2 5JJTeam/Directorate:ExeterCommunityClusterResponsible To:Community Cluster Team Leader (CCTL)Responsible For:N/AAccountable to:Head of Community and Supportive Care Services2. JOB PURPOSETo provide holistic and person-centred careand support by telephone for patients with complex life-limiting illnesses.To work within the multi-disciplinary teamand alongside registered nursing staff to contribute to the delivery of a highstandard of evidence-based specialist palliative care.3. KEY RESULT AREAS/PRINCIPALDUTIES AND RESPONSIBILITIES3.1Main ResponsibilitiesProvide a first point of telephone contact forpatients, carers and healthcare professionals to ensure a timely responsewhenever information or support is required.Liaise with Hospiscares Clinical Nurse Specialistteams to ensure a consistent approach to the triage process and that patientsare prioritised appropriately.Assist in the identification of appropriatepalliative and end of life care for patients in order to provide safe andeffective treatment and support to patients and those close to them.Communicate in a sensitive and professional manner withpatients, relatives, colleagues and others, considering potential barriers tounderstanding, to promote and maintain Hospiscares values and to ensuredignity and respect are observed.Adhere to Hospiscares clinical recordkeepingpolicy when providing and sharing verbal, digital or written information andinstructions, to ensure patient confidentiality is observed at all times.Attend and contribute to multi-disciplinary teammeetings and case discussions to inform decisions which ensure patients receivethe best possible care.Assist with the identification and assessment ofcomplex bereavement to enable a seamless handover to Hospiscares SupportiveCare team.InfectionPrevention and ControlMaintaininga safe environment for patients, visitors and employees is everyonesresponsibility. All staff are requiredto adhere to Hospiscares Infection Prevention and Control Policy and makeevery effort to maintain high standards of infection prevention and control atall times. This includes ensuringpersonal and team compliance with all relevant policies and procedures, andacting upon or reporting any identified risks.Disclosure and Barring ServiceThis rolerequires a Disclosure and Barring Service (DBS) Enhanced level check withAdults Barred List.3.2 KeyContactsInternalClinicalCoordination Centre teamCommunity Cluster Team LeaderCommunity Clinical Nurse SpecialistteamsHead of Community and Supportive CareServicesMedical teamInpatientUnit teamSupportive Care ServicesClinicalAdministrationExternalPatientsand those close to themRoyalDevon & Exeter HospitalNHSCommunity ServicesGeneralPractitionersSocialand Domiciliary Care WorkersResidentialand Nursing HomesProvidersof out-of-hours services3.3 Health& SafetyEnsurethat Health and Safety guidelines and fire regulations are strictly adhered toComplywith safe working practices as defined by HospiscareCompleteonline training as and when requiredTakereasonable care for your own health and safety and that of others who may beaffected by acts or omissions at workReportany accidents, incidents or near misses as soon as reasonably practicableManageown work life balance and general wellbeing, including any relevant pressuresin respect of lone working, travel, difficult environments and challengingsituations3.4 GeneralBe aware of and adhere to Hospiscarepolicies and procedures at all timesTake part in progress/performancereviews throughout the yearCooperate with other Hospiscare departmentsAttend training courses and completeonline training modules as required to meet the requirements of the postTake responsibility for own personaldevelopment, seeking out opportunities to learn new skillsUndertake any other duties as requestedby management which are reasonably deemed to be within the scope of the role3.5 OtherApply the Hospiscare values and behaviours to everyaspect of the role at all timesPromote and maintain the brand standards ofHospiscare
Job description
Person Specification
KnowledgeEssentialUnderstanding of the complexities of working with individuals at times of distress and conflictUnderstanding of the importance of effective team working in a healthcare contextDesirableAwareness of the principles of advance care planningAwareness of theoretical nursing models and understanding of their impact on delivery of careAwareness of key issues relating to End of Life care including policy developmentsSkillsEssentialHighly developed communication and interpersonal skillsDeveloped IT skillsDeveloped skills in recognising and responding to the changing physical, emotional, spiritual and social needs of palliative care patients and those close to themPersonal attributesEssentialAbility to work autonomously and act on own initiative, seeking advice/escalating issues when appropriateFlexible and adaptable with the ability to respond positively in a rapidly changing environment.Commitment to continuing professional development.Ability to act as a patient advocateAbility to evaluate own strengths and development needsAwareness of Equality, Diversity and Inclusion in all areas of workAdditional requirementsEssentialCapable of fulfilling the physical demands of the role, including administering of basic life supportAble and willing to be flexible and work across Hospiscare clinical environments including in the Community and on the Inpatient Unit when requiredAble to participate in the 7 day/week rota
Experience
EssentialDemonstrable clinical
Experience
in adult specialist palliative careDemonstrable
Experience
of working as part of a team within Health and Social CareDesirable
Experience
of assessing, planning and evaluating individualised care plans for patients at end of life
Experience
of working with volunteers
Experience
of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
Experience
of providing and receiving complex sensitive information
Experience
of working within the community setting
Qualifications
EssentialLevel 3 qualification in Health and Social Care or equivalent/similarEvidence of ongoing professional developmentDesirableLevel 4 qualification or Foundation degree in Health and Social Care or equivalentCommunication Skills training
Experience
of working with volunteers
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit theUK Visas and Immigration website (Opens in a new tab).From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit theUK Visas and Immigration website (Opens in a new tab).From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Employer
Details
Why consider joining Hospiscare?Benefits include:Keep your NHS pensionFree staff parkingCareer development opportunitiesFlexible and compassionate workplaceWellbeing and mental health support
Main duties of the job
As a Call Handler in our Clinical Co-ordination Centre, you will be the first point of contact for patients, carers and healthcare professionals calling the charity. Liaising with registered nursing staff, Clinical Nurse Specialists and wider community teams, you will ensure patients are prioritised appropriately.
About us
About us
Hospiscare has been supporting people in Exeter, Mid and East Devon with terminal illnesses for over 40 years. Our services include support at home, a specialist palliative care ward, out-patients clinics, and supportive therapies.We support close to 2,200 local people each year, in some of the hardest times possible. As a local charity, we raise around £10 million each year to continue to provide our care. Our staff, volunteers and supporters help us to care for people when they're most in need, no matter what their individual circumstances may be.We're proud to be rated as 'five star' by patients and families and as 'outstanding' by the Care Quality Commission, to have been awarded a Mind Bronze Award for wellbeing at work and to be a Disability Confident employer.
Details
Date posted
10 November 2025
Pay scheme
Agenda for changeBandBand 3
Salary
£24,937 to £26,598 a year
Contract
Permanent
Working pattern
Part-time
Reference number
DV1439691ExeCHCA
Job location
sSearle houseDryden RoadExeterDevonEX2 5JJ
Job description
Job responsibilities
Job description
1.JOB
Details
Job Title:Call Handler (Health Care Assistant)Band:3Location:Clinical Coordination Centre, Searle House EX2 5JJTeam/Directorate:ExeterCommunityClusterResponsible To:Community Cluster Team Leader (CCTL)Responsible For:N/AAccountable to:Head of Community and Supportive Care Services2. JOB PURPOSETo provide holistic and person-centred careand support by telephone for patients with complex life-limiting illnesses.To work within the multi-disciplinary teamand alongside registered nursing staff to contribute to the delivery of a highstandard of evidence-based specialist palliative care.3. KEY RESULT AREAS/PRINCIPALDUTIES AND RESPONSIBILITIES3.1Main ResponsibilitiesProvide a first point of telephone contact forpatients, carers and healthcare professionals to ensure a timely responsewhenever information or support is required.Liaise with Hospiscares Clinical Nurse Specialistteams to ensure a consistent approach to the triage process and that patientsare prioritised appropriately.Assist in the identification of appropriatepalliative and end of life care for patients in order to provide safe andeffective treatment and support to patients and those close to them.Communicate in a sensitive and professional manner withpatients, relatives, colleagues and others, considering potential barriers tounderstanding, to promote and maintain Hospiscares values and to ensuredignity and respect are observed.Adhere to Hospiscares clinical recordkeepingpolicy when providing and sharing verbal, digital or written information andinstructions, to ensure patient confidentiality is observed at all times.Attend and contribute to multi-disciplinary teammeetings and case discussions to inform decisions which ensure patients receivethe best possible care.Assist with the identification and assessment ofcomplex bereavement to enable a seamless handover to Hospiscares SupportiveCare team.InfectionPrevention and ControlMaintaininga safe environment for patients, visitors and employees is everyonesresponsibility. All staff are requiredto adhere to Hospiscares Infection Prevention and Control Policy and makeevery effort to maintain high standards of infection prevention and control atall times. This includes ensuringpersonal and team compliance with all relevant policies and procedures, andacting upon or reporting any identified risks.Disclosure and Barring ServiceThis rolerequires a Disclosure and Barring Service (DBS) Enhanced level check withAdults Barred List.3.2 KeyContactsInternalClinicalCoordination Centre teamCommunity Cluster Team LeaderCommunity Clinical Nurse SpecialistteamsHead of Community and Supportive CareServicesMedical teamInpatientUnit teamSupportive Care ServicesClinicalAdministrationExternalPatientsand those close to themRoyalDevon & Exeter HospitalNHSCommunity ServicesGeneralPractitionersSocialand Domiciliary Care WorkersResidentialand Nursing HomesProvidersof out-of-hours services3.3 Health& SafetyEnsurethat Health and Safety guidelines and fire regulations are strictly adhered toComplywith safe working practices as defined by HospiscareCompleteonline training as and when requiredTakereasonable care for your own health and safety and that of others who may beaffected by acts or omissions at workReportany accidents, incidents or near misses as soon as reasonably practicableManageown work life balance and general wellbeing, including any relevant pressuresin respect of lone working, travel, difficult environments and challengingsituations3.4 GeneralBe aware of and adhere to Hospiscarepolicies and procedures at all timesTake part in progress/performancereviews throughout the yearCooperate with other Hospiscare departmentsAttend training courses and completeonline training modules as required to meet the requirements of the postTake responsibility for own personaldevelopment, seeking out opportunities to learn new skillsUndertake any other duties as requestedby management which are reasonably deemed to be within the scope of the role3.5 OtherApply the Hospiscare values and behaviours to everyaspect of the role at all timesPromote and maintain the brand standards ofHospiscare
Job description
Person Specification
KnowledgeEssentialUnderstanding of the complexities of working with individuals at times of distress and conflictUnderstanding of the importance of effective team working in a healthcare contextDesirableAwareness of the principles of advance care planningAwareness of theoretical nursing models and understanding of their impact on delivery of careAwareness of key issues relating to End of Life care including policy developmentsSkillsEssentialHighly developed communication and interpersonal skillsDeveloped IT skillsDeveloped skills in recognising and responding to the changing physical, emotional, spiritual and social needs of palliative care patients and those close to themPersonal attributesEssentialAbility to work autonomously and act on own initiative, seeking advice/escalating issues when appropriateFlexible and adaptable with the ability to respond positively in a rapidly changing environment.Commitment to continuing professional development.Ability to act as a patient advocateAbility to evaluate own strengths and development needsAwareness of Equality, Diversity and Inclusion in all areas of workAdditional requirementsEssentialCapable of fulfilling the physical demands of the role, including administering of basic life supportAble and willing to be flexible and work across Hospiscare clinical environments including in the Community and on the Inpatient Unit when requiredAble to participate in the 7 day/week rota
Experience
EssentialDemonstrable clinical
Experience
in adult specialist palliative careDemonstrable
Experience
of working as part of a team within Health and Social CareDesirable
Experience
of assessing, planning and evaluating individualised care plans for patients at end of life
Experience
of working with volunteers
Experience
of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
Experience
of providing and receiving complex sensitive information
Experience
of working within the community setting
Qualifications
EssentialLevel 3 qualification in Health and Social Care or equivalent/similarEvidence of ongoing professional developmentDesirableLevel 4 qualification or Foundation degree in Health and Social Care or equivalentCommunication Skills training
Experience
of working with volunteers
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit theUK Visas and Immigration website (Opens in a new tab).From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit theUK Visas and Immigration website (Opens in a new tab).From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Employer
Details
Not sure?
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
Requirements
See the job description for full role requirements.
Benefits
Benefits are provided by the employer and will be confirmed during your application.
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