Hears Responder

We are currently looking for HEARS Responders to join our Home Emergency Alarm Response Service (HEARS) team.  We have the following positions available which cover permanent, maternity, and casual contracts.

Job Description

We are currently looking for HEARS Responders to join our Home Emergency Alarm Response Service (HEARS) team.  We have the following positions available which cover permanent, maternity, and casual contracts;-

Post 1-Permanent

Post 1-Responder-29.4 hours per week

Post 2-Fixed Term-(Maternity cover-12 months)

Post 2-Responder-29.4 hours per week-Maternity Cover (Fixed term-12 months)

Post 3-Casual

Post 3-Responder-casual hours -various (2 positions available)

We are looking for highly motivated individuals to join the HEARS team. You will work as part of a dedicated team providing a 24/7 service for Ipswich Borough Council.

Our HEARS Responders provide emergency alarm response to HEARS customers across Ipswich and the surrounding suburbs. The team specialise in the provision of first aid and are manual handling specialists, assisting fallen and/or injured individuals with the use of specialist equipment, leaving them safe and comfortable in their own home, allowing customers to maintain their independence.

The day shift will be based at Grafton House (Ipswich Borough Council HQ) and you will respond to emergency calls from this location.

When not responding to emergencies, the team also undertake installation and collection of alarms, as well as background administration and other key tasks to ensure the smooth running of the service.

The night shift is always worked from your home/responding address* on an on-call basis.

*Your home/responding address must be within a few minutes of the Ipswich Borough Council boundary.

The HEARS team currently operate on two shifts on a 24-hour rota:

Day shift:         06:50hrs – 19:10hrs

Night shift:       19:00hrs – 07:00hrs

Full-Time Pattern

A  typical full time Responder shift pattern comprises of 8 weeks of 2-day shifts, followed by 2-night shifts with a 4-day break before the pattern repeats.

Every 9 weeks all Responders enter a float period picking up 42 hours of shifts across a 14-day period )

There are 3 posts available;

Post 1-Permanent

The hours of work are 29.4 per week on a set pattern (as above typical Responder-full-time).

This post requires day, night, and bank holiday working.

Post 2-Fixed Term Part Time Contract-12 months

The hours of work are 29.4 hours per week.  This is a 12-month maternity cover fixed term contract. The hours of work are based on a set pattern (as above).This post requires day, night, and bank holiday working.

Post 3-Casual-annualised contract (2 posts available)

The hours of work are of a casual nature.  The shifts available will be a mix of day and night shifts and will vary week to week on the needs of the service. Shifts will be  agreed in advance with your Line Manager where possible although due to last minute absence some shifts will be available on the day. This post requires day, night, and bank holiday working.

You will be an enthusiastic and reliable individual, ideally with experience in a care or emergency response related role. You will need to be able to remain calm and clear headed in emergency situations, providing potentially lifesaving assistance to customers.

You must be able to demonstrate good communication skills particularly in relation to older and vulnerable customers and will need to liaise with a variety of staff, external agencies, and family members in a polite, concise, and understanding manner. Teamwork is vital to ensure the service runs smoothly, you will need to be able to work closely with your colleagues with sometimes limited supervision due to the 24/7 operational hours. You must be able to think on your feet, be decisive and have the ability to respond quickly where necessary.

Due to the difficulties faced by this client group it is essential you are competent in using different technology such as mobile devices and lifting equipment.

A full UK driving license and an enhanced DBS check, and a Police Vetting Clearance will be required for this post.

Ideally you will have the below qualifications as a minimum, but training will be provided.

Level 3 First Aid at Work

Level 2 Moving & Assisting People

As well as a good salary, we offer a career average pension scheme, generous holiday and sick pay entitlements, subsidised parking, public transport discounts, free swimming, cycle purchase scheme, plenty of personal and professional development opportunities, flexible working, hybrid working opportunities, Employee Assistance Programme and the opportunity to work with great colleagues.

For more information about this role please contact Debbie Clements on 01473 433276 or Tom Fell on 01473 433659  via email Debbie.clements@ipswich.gov.uk  or tom.fell@ipswich.gov.uk  

Please download the Job Description and Person Specification to find out more about this role:

 Job Description and Person Specification

Closing date 15th November 2023.

The selection process will be an interview. Interviews will be held on Monday 27th November.

The assessment interview process will be carried out in person.

Early applications are encouraged as we reserve the right to interview candidates who meet the essential criteria prior to the closing date and / or to close the opportunity to applicants once we receive sufficient applications.


Grafton House  – Ipswich


£28,282 – £29,777 (pro-rata)

Application closing date

15th November 2023

Job type

 1. Permanent
 2. Fixed Term
 3. Casual

Job reference



Ipswich Borough Council

Grafton House
15-17 Russell Road

Contact Us

  • 01473 432000