Main area: 999, Call Handler, NHS, Ambulance, Contact Centre, Call Centre, Customer Service Grade Band 3
Contract: Permanent
Hours:
* Full time
* Part time
37.5 hours per week (Minimum 23 hours per week)
Job ref: 278-999CHC-1301-JG
Employer: South East Coast Ambulance Service NHS Foundation Trust
Employer type: NHS
Site: Crawley Emergency Operations Centre
Town: Crawley
Salary: £24,071 - £25,674 per annum NHS Agenda for Change Section 2 + NHS Unsocial Hours
Salary period: Yearly
Closing: 26/01/2025 23:59
Emergency Medical Advisor (999 Call Handler) - Crawley
Band 3
South East Coast Ambulance Service NHS Foundation Trust (SECAmb) has a vision to ‘support our staff to provide a caring, high quality and efficient urgent and emergency care service to our communities’. We are rated ‘Good’ for care by the Care Quality Commission.
Our 4,000+ workforce provides services to 4.9m people across Kent, Surrey, Sussex, and North East Hampshire. We handle over 1 million calls to 999 and 1 million calls to NHS 111 every year.
Job overview
Your NHS needs YOU!
Why apply for this role?
Our 999 Emergency Call Handlers (Emergency Medical Advisors) are individuals from diverse backgrounds who share common values.
You are the first person our patients speak to when they call 999 in an emergency.
What makes a great 999 Emergency Call Handler (Emergency Medical Advisor)?
* Caring and empathetic
* Excellent communication skills
* Flexible and adaptable
Main duties of the job
As a SECAmb 999 Emergency Call Handler, you are responsible for obtaining accurate information from the caller while offering advice and reassurance under difficult circumstances. You will enter details into a computer system to categorize the seriousness of the patient’s condition, ensuring they receive the appropriate care.
We provide full training in a supportive environment:
* 9 weeks full-time training
* Mandatory attendance policy for Pathways licence
* 3 weeks of classroom training followed by 6 weeks of mentoring
Working for our organisation
This role involves working a varied shift pattern, including earlies, lates, nights, and weekends on a fixed rota pattern. We can accommodate night-only shifts if required.
What we can offer you:
* Competitive salary of £24,071 - £25,674 with potential earnings up to £30,000 per annum.
* Unsocial hours enhancements for shifts worked during late hours.
* 35 days’ annual leave (pro rata)
* Flexible working hours
* Free parking
* Training and development opportunities
Detailed job description and main responsibilities
The role of an Emergency 999 Call Handler involves using the NHS Pathways system to assist callers in various situations, from minor illnesses to life-threatening emergencies.
Applicants should possess:
* High personal commitment to patient-focused service
* Drive and passion to make a difference
* Ability to work under pressure and demonstrate compassion
* Good typing skills and a good standard of education or equivalent experience
Person specification
Qualifications
* Educated to GCSE or Functional Skills level with fundamental Maths, English, and ICT skills
* Level 2 in Customer Service or Health and Social Care
Experience
* Experience working with the public
* Ability to communicate effectively with various individuals
* Strong IT skills
* Experience working in a team or with stakeholders
All successful applicants will undergo an Enhanced DBS check.
The Trust is committed to being an inclusive employer and welcomes applications from diverse backgrounds.
Please note that under our Trust policies, we cannot employ anyone under the age of 18 years old.
For further details, please refer to our recruitment page.
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