When the office closes for the day, care doesn't stop, and neither does the phone. There are a lot of myths about what an on-call handler in care actually does, so I wanted to give you a look at what really happens during a shift for a large care company.
Myth vs reality
I didn't realise on call could add medication – this is not true. Any new medication if we can see the prescription, it can be added to the medication schedule. We also take calls regarding ANY medication queries, so this isn't just something done in office hours.
On call is only for care workers – this is not true at all. We do not just have care staff call us. We have clients, families of clients, Paramedics, Hospitals, GP's and Local Authorities.
On call isn't real work and you just sit around answering the phone – this isn't true we are dealing with everything behind the screen. It is a fast-paced role at times with many plates spinning.
Why on call matters
The main reason we have on-call handlers is, so staff always have someone to call when the offices are closed.
We help with whatever comes up: getting lost on the way to a client, a medication query, needing to vent, advice about a client, sickness, a car breakdown, emergencies. Basically, anything that can happen before or during a shift. Most importantly, we're always here to listen when things get tough.
It's not just carers we support
We also speak to local authorities, clients and their families. A client might ring to ask what time their care worker is coming. A family member might call to check whether the care worker reported anything about their Mum or Dad, because they can't get hold of them. The list is endless.
We support office staff too: after an assessment, with new clients, adding medication to the medication schedule, scheduling appointments and covering client calls.
A giant game of Tetris
On call can be a fast-paced giant game of Tetris! We cover last-minute sickness while juggling care calls and several phone calls at once. Spire Homecare now covers many different areas, with a lot of carers and office staff to support.
We handle all the last-minute changes. So, if we've said the rotas are changing, we may still be working on them. Please bear with us!
One Sunday I had 5 people call in sick which puts pressure on everyone involved. It's a huge shuffle job, multiple phone calls, multiple polls put up for various areas as well as handling everything else that comes on calls way at the same time. I also put my tunic on and went out to do care the following morning to cover care visits.
It takes a certain type of person
At times it's very stressful. You must think quickly, stay calm and make judgements based on your experience.
A bit about me
I've worked in care for 14 years and worked my way up. I started in a care home, gained my Level 2 in care and then my Level 3. My specialist areas are end-of-life care and dementia care, both of which I really enjoy.
I was a senior carer for five years before I felt ready for the next chapter at Spire Homecare. In this role I can still go out and provide care, which I don't think I'll ever be able to step away from fully. I'm not ready to hang up my tunic just yet!
Final thoughts
So, next time you call on call, please remember someone is going to be there to support you and often they have experienced what you are going through and are there to help.
If you are thinking about a career in care, then please look at our website – www.spirehomecare.co.uk/jobs
Last reviewed by Megan McBain, On-Call Handler.