After Hours Care Coordinator

Workable workplace: remote; Location: South Africa. Gauteng, South Africa. Western Cape, South Africa. KwaZulu-Natal, South Africa. Free State, South Africa, SAST; scheduled hours are listed in SAST.Part-Time

Salary not disclosed

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Job Details

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

Requirements

Be fluent in English with clear, professional communication skills.
Have proven experience in a client-facing support, service, or coordination role.
Use independent judgment and critical thinking when handling ambiguity and situations not covered by training.
Communicate calmly and decisively with caregivers, supervisors, and clients.
Have strong multitasking, prioritization, and organizational skills.
Be comfortable working independently with minimal supervision in a largely solo role.
Be resourceful and able to solve problems effectively under pressure.
Have full schedule flexibility, including weekends, and adaptability to changing schedules and operational requirements.
Be available to work approximately 28 hours per week, including South African and U.S. public holidays; additional coverage may be required.
Have a fixed fibre line with minimum speeds of 25 Mbps upload and download and wired Ethernet capability.
Have reliable power backup for load shedding or outages.
Staffing, scheduling, dispatch, or healthcare/home care industry experience is advantageous.

Responsibilities

Monitor the phone line and chat/texting platform for caregiver call-outs, emergencies, and no-shows.
Source replacement caregivers when a shift cannot be covered, starting with available caregivers closest to the client.
Arrange longer-term replacements where required and ensure vulnerable clients are not left without coverage.
Follow up by phone on call-outs received by text, focusing on getting the client covered.
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.
Use sound judgment on situations not covered in training, prioritizing client safety, then policy, then business considerations.
Conduct initial intake calls for prospective clients interested in services.
Document interactions, update caregiver schedules, prioritize urgent tasks, and assist with administrative projects and other after-hours support tasks.

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