Call Handler
Age UK Lincolnshire is an independent local charity, a brand partner of Age UK, supporting more than 6,000 people every month. Following a consistent increase in demand, we are looking for a motivated, compassionate and adaptable Call Handler/ Community Responder to join our HART & Response Team
▪ Based at Beech House, Witham Park, Lincoln with countywide as required.
▪ 38.5 hours (12-hour shifts)
▪ Shifts: Start between 06:00 & 08:00 and finish between 18:00 & 20:00
▪ £24,687 (FTE) per annum | £13.56 per hour
▪ Fixed Event contract until 31st March 2027
▪ Driving licence and own vehicle is essential
Our vision, a world where older people flourish, is delivered through a commitment to our values and our promise to deliver.
About the role
Make a real difference. Feel genuinely valued. Get paid properly for your time.
At Age UK Lincolnshire, we do care differently. We’re an inclusive, innovative charity that listens to our teams and our clients because everyone deserves to feel respected, recognised and heard.
This is a unique dual role combining the responsibilities of a Call Handler and Community Responder. You’ll spend part of your time coordinating referrals, liaising with health and social care professionals and ensuring people receive the right support at the right time. The remainder of your time will be spent out in the community, responding to calls, supporting clients at home and helping people maintain their independence.
No two days are ever the same. One moment you could be triaging an urgent referral from Adult Social Care, and the next you could be supporting someone fallowing a fall, assisting with a hospital discharge or helping a client regain confidence in their daily routine.
- Responding to telephone and electronic referrals from health and social care professionals
- Gathering information and assessing the most appropriate support required
- Working closely with Adult Social Care, NHS colleagues and community partners
- Coordinating referrals and preparing information for the Community Responders
- Responding to lifeline and falls calls within the community
- Supporting people to remain safe and independent at home
- Preventing avoidable hospital admissions and supporting timely discharge from hospital
- Providing medication prompts and wellbeing checks
- Preparing meals and offering personal care support when required
- Maintaining accurate records and updating electronic systems
- Being the calm, reassuring voice on the phone and the friendly face at the front door
Every referral and every visit is given the time it needs – no rushing, no unrealistic expectations. Just high-quality, person-centred support that makes a genuine difference.
Why join us?
✔ Paid for your whole shift — not per call
No unpaid gaps. No waiting around. Just fair, reliable pay.
✔ Mileage paid
Travel is an essential part of the role and mileage is paid.
✔ A charity with heart
You'll be part of Age UK Lincolnshire, a trusted, community-focused organisation with a reputation for compassion, innovation and quality.
✔ Support that helps you grow
- Comprehensive induction
- Regular supervisions
- Ongoing training and development
- Clear progression opportunities
- Access to specialist training in areas such as falls prevention, safeguarding and hospital avoidance
✔ Real benefits that matter
- Bupa Employee Assistance Programme
- Blue Light Card
- Supportive and inclusive working environment
Who are we looking for?
We're looking for people who are:
- Compassionate and empathetic
- Calm under pressure
- Excellent communicators
- Organised and able to manage competing priorities
- Confident working independently and as part of a team
- Passionate about supporting older people and vulnerable adults
- Flexible and willing to work both in the office and within the community
Experience within health or social care is beneficial, but attitude, values and a willingness to learn are just as important.
Does this sound like a role for you? Here's how to apply!
Join Age UK Lincolnshire and help older people remain safe, independent and supported in the place they love most – their own home. Every call you answer and every visit you make could change someone's day, and sometimes their life.
Whether you’ve been caring for years or you’re new to the sector, if you’re reliable and committed, we’ll support you to succeed.
Does this sound like a role for you? Here's how to apply!
Please click here to complete our application form. We encourage applicants to refer to the job description when completing their application, demonstrating their skills and suitability for the role.
Closing date: Monday 2nd November at 09:00
Interview date: To be confirmed
CVs will not be accepted.
If you would like an informal discussion prior to application then please email HR@ageuklincolnshire.org.uk with your phone number and a member of the care department will call you at a mutually convenient time.
Use of AI
At Age UK Lincolnshire we recognise that technology is changing the way people apply for jobs and Artificial Intelligence (AI) can be a valuable tool to support your journey. However, it’s important to ensure your application still reflects your own voice and skillset. AI should support, not replace, your experience. Always review AI-generated content carefully and be ready to talk about it in interviews.
Our Commitment to Safeguarding
Age UK Lincolnshire has an ongoing commitment to safeguarding, to demonstrate this we ensure that we follow safer recruitment practices. Our application form and interview process will always contain safeguarding-related questions. To ensure that our pre-employment checks are thorough, we will obtain and verify references from previous employers and conduct Disclosure and Barring Service (DBS) checks for all new employees. Everyone at Age UK Lincolnshire will receive a comprehensive induction which will cover an insight into safeguarding principles, policies and procedures. In addition, all employees complete mandatory Safeguarding Training