After Hours Care Coordinator

ISTA Personnel SolutionsHome care

Source API remote eligibility restrictions: South Africa, EST Hours; working schedule listed in SASTPart-Time

Salary not disclosed

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Job Details

Languages: Fluent in English
Required Skills: Problem SolvingMultitaskingComputer skillsCritical thinking

Have proven experience in a client-facing support, service, or coordination role.
Be fluent in English with clear, professional communication skills.
Demonstrate strong independent judgement and critical thinking, including comfort handling ambiguity and situations not covered by training.
Communicate calmly and decisively, directing next steps to caregivers, supervisors, and clients.
Have strong multitasking, prioritisation, and organisational skills.
Be comfortable working independently with minimal supervision.
Be resourceful and able to solve problems effectively under pressure.
Be compassionate, dependable, and responsible, balancing empathy with a focus on client care.
Have excellent computer and telephone skills.
Have full schedule flexibility, including weekends, and adaptability to changing schedules and operational requirements.
Be able to work approximately 28 hours per week, with flexibility for additional coverage during busy periods or colleague leave.
Have a fixed fibre line with a minimum speed of 25 Mbps upload and download, with wired Ethernet capability.
Have reliable power backup for load shedding or outages.
Be available to work South African and U.S. public holidays.
Advantageous: experience in staffing, scheduling, dispatch, or healthcare/home care, or experience in a largely solo or remote role.

Monitor the phone line and chat/texting platform for caregiver call-outs, emergencies, and no-shows.
Find replacement caregivers when shifts cannot be covered, starting with available caregivers closest to the client.
Keep vulnerable clients covered, including asking the current caregiver to stay until a replacement is in place.
Follow up by phone on call-outs received by text and focus on securing client coverage.
Escalate promptly to a manager when a replacement cannot be found immediately and act on further instructions.
Notify clients of caregiver call-outs and confirm caregiver schedules 1–2 hours before each shift.
Respond to caregiver and client queries within the scope of after-hours support, considering the client's living situation.
Make decisions on situations not covered in training, prioritising client safety, then policy, then business considerations.
Conduct initial intake calls for prospective clients and document interactions and update caregiver schedules in the system.
Prioritise urgent tasks during busy periods and use quieter periods for administrative catch-up, documentation, and system familiarisation.

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