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Main area: 999 Emergency Call Handler Grade Band 3
Contract: Permanent
Hours: 37.5 hours per week (Classroom training is 5 weeks, Mon-Fri office hours followed by a period of mentorship (trainees are required to be flexible with shifts in mentorship period))
Job ref: 174-EOC999CH-240225
Site: Wakefield & York Town Wakefield WF2 0XQ & York YO30 1XW
Salary: £24,071 - £25,674 Per annum, pro rata
Salary period: Yearly
Closing: 09/03/2025 23:59
Interview date: 29/03/2025
Job overview
Yorkshire Ambulance Service is currently looking for emergency call takers (999 Call Handlers), full-time and part-time shift working is available.
* Full-time salary £24,071 rising to £25,674 after 2 years (pro rata for part time employees)
* We also offer an attractive shift allowance for unsocial hours which can attract an enhancement of up to a maximum of £429.00 per month gross (pro rata for part time employees).
* Full-time and part-time hours with flexible working options available.
Help us to save lives and deliver the best outcomes for patients in emergency and non-emergency situations with a career in the Yorkshire Ambulance Service.
Working for us is an experience like no other, it is a great privilege to play a part in saving and changing lives. You could be walking somebody through CPR to help to save a life or you could be helping to bring new life into the world.
You can make an invaluable difference every day to patients by providing help and support to people at their time of need.
Yorkshire Ambulance Service NHS Trust are now recruiting for 999 Call Handlers in our Emergency (999) Operations Centres based in Wakefield and York.
Full training will be provided.
Main duties of the job
As a 999 Call Handler, your role is to answer Emergency and Non-Emergency calls within our Emergency Operations Centre (EOC). This could include:
* Taking Emergency Calls from members of the public and giving the appropriate advice to care for the patient until the ambulance arrives on scene.
* Taking emergency calls from the Police and Fire Services.
* Taking emergency and non-emergency bookings from Health Care Professionals (HCPs), Nurses and Hospitals for patient transfers.
* Informing Police, Fire and other agencies about incidents.
* Assisting ambulance crews and dispatchers with information and directions as and when necessary e.g. during a major incident.
The attached example rota includes a mixture of working unsociable hours, weekends, bank holidays and the Christmas/New Year period.
Working for our organisation
Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.
We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.
We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.
* Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)
* 27 days annual leave, increasing to 33 with service.
* Contributory Pension.
* Car lease and other salary sacrifice schemes.
* Dedicated employee assistance and counselling service.
* Opportunities for research participation, career progression and ongoing development.
* Well respected, committed and supported staff networks for our workforce.
Detailed job description and main responsibilities
As a minimum, you must have 5 GCSEs at grade C or above including English Language or an NVQ Level 3 in a relevant subject. If you do not have these but have vast experience in customer service/admin roles we would also like to hear from you.
When writing your supporting information, please refer to the Person Specification and include specific examples of times where you have demonstrated the skills required for this role.
If you are successful at the shortlisting stage of the process, you will be required to complete an online assessment; if the assessment is passed then you will be invited to our Wakefield headquarters on Saturday the 29th of March 2025 to complete a further call handling assessment. If you pass the call handling assessment, you will be offered an interview on the same day.
Training courses start from June 2025 onwards.
Please note, we ask that all those successful at interview are able to commit to 100% attendance on the training course and mentorship periods.
Classroom training will be office hours Monday to Friday at Wakefield or York. This will be followed by a period of mentorship to support training and development.
During mentorship trainees are required to be flexible to accommodate a variety of shifts. Upon successful completion of training, successful applicants will be allocated a line on the attached rota.
Previous applicants who have been unsuccessful at interview may not reapply within 3 months of the interview date.
Previous applicants who have been unsuccessful in the training course for EMD/EOC within the last 6 months need not apply.
Person specification
Qualifications
* Educated to GCSE level with 5 grades A to C, or NVQ level 3, one of which must be in English Language or able to demonstrate the equivalent level of experience.
Experience
* Minimum of 2 years’ experience working in a patient/customer focused environment.
* Experience of working in a call centre environment.
Personal/other
* Able to manage highly stressful situations and make sound decisions.
* Demonstrates sensitivity to the needs of individuals and groups.
* IT literate.
Yorkshire Ambulance Service NHS Trust is committed to having a diverse and inclusive workforce which reflects the communities and patients we serve across the Yorkshire region. Our ambition is to work together to promote a more inclusive environment, which attracts candidates from all sections of the community and signals our commitment to embracing diversity and promoting inclusivity.
Please note the salary range stated in advertisements is calculated on a pro rata basis if the vacancy is part time.
Disclosure and Barring Service
Yorkshire Ambulance Service NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to a Disclosure & Barring Service check (DBS). Should this position be subject to a DBS check the cost will be recovered from your salary as a one-off payment.
Any correspondence regarding an application will be sent electronically via the Trac Jobs Website to the email address that was provided at the time of the application. It is important, therefore, that you read your emails on a regular basis and respond as necessary.
The Yorkshire Ambulance Service Trust reserves the right to close adverts before the published closing date due to high volumes of applications received.
Our values underpin everything we do and how we do it; Kindness, Respect, Teamwork, Improvement.
Employer certification / accreditation badges
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Name: EOC Recruitment Team
Job title: EOC Recruitment Team
Email address: yas.eocrecruitment@nhs.net
For further details contact: yas.eocrecruitment@nhs.net
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