ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We operate as a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are looking for an After Hours Care Coordinator to join our client's After Hours Department, supporting a U.S.-based home care agency that provides in-home care for elderly and vulnerable clients. This role is ideal for someone who thrives in a fast-paced environment, stays calm and decisive under pressure, and is confident making sound judgement calls when there is no one else available to ask.
Working Hours:
Approx. 28 hours per week (subject to operational requirements and may change)
- Sunday: 18:00 – 04:00 SAST Monday
- Monday: 00:00 – 04:00 SAST Tuesday
- Friday: 00:00 – 04:00 SAST Saturday
- Saturday: 18:00 – 04:00 SAST Sunday
Please note: Training will be approximately one month, and training hours will differ from the regular working schedule. Full schedule flexibility is required, as you may be asked to provide additional coverage during busy periods or when colleagues are on leave.
PLEASE NOTE
- Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
- Working Style: This is a lean, largely solo role. You will often be the only person on shift, so you must be comfortable making independent decisions without real-time support.
Responsibilities
- Monitor the phone line and the company's 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 and arranging a longer-term replacement where required.
- Ensure vulnerable clients are never left without coverage, including asking the current caregiver to stay on until a replacement is in place.
- Follow up by phone on call-outs received by text, keeping the focus on getting the client covered rather than on policy technicalities.
- Escalate promptly to a manager when a replacement cannot be found immediately, and act on any further instructions.
- Notify clients of caregiver call-outs and confirm caregiver schedules 1–2 hours before the start of each shift.
- Respond to caregiver and client queries within the scope of after-hours support, tailoring your response to the client's living situation (e.g. a care facility with on-site nursing staff versus a private home).
- Use sound judgement on situations not covered in training, always putting client safety first, then policy, then business considerations.
- Conduct initial intake calls for prospective clients interested in services.
- Accurately document all interactions and update caregiver schedules within the system.
- Prioritise urgent, time-critical tasks during busy periods, and use quieter periods for administrative catch-up, documentation, and system familiarisation.
- Balance caregiver concerns with client and business needs, defaulting to client care when trade-offs are required.
- Assist with administrative projects and other after-hours support tasks as needed.
Requirements
- Fluent in English with clear, professional communication skills.
- Proven experience in a client-facing support, service, or coordination role.
- Strong independent judgement and critical thinking, with comfort handling ambiguity and situations not covered by training.
- Calm, decisive communicator who can make a call and direct next steps to caregivers, supervisors, and clients.
- Strong multitasking, prioritisation, and organisational skills.
- Comfortable working independently with minimal supervision.
- Resourceful and able to solve problems effectively under pressure.
- Compassionate, dependable, and highly responsible, with the ability to balance empathy with a clear focus on client care.
- Ambitious with a strong work ethic.
- Full schedule flexibility, including weekends, and adaptability to changing schedules and operational requirements.
- Excellent computer and telephone skills.
Advantageous
- Previous staffing, scheduling, dispatch, or healthcare/home care industry experience.
- Experience working in a largely solo or remote role.
If you are not contacted within 14 working days, please consider your application unsuccessful.
