Job summary
Your NHS needs YOU!
Why apply for this role?
Our 999 Emergency Call Handlers (Emergency Medical Advisors) are people just like you: people who have come to us from all walks of life, from different backgrounds and age groups, people who all have the same things in common.
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)?
1. Our 999 Emergency Call Handlers are all caring and empathetic
2. They all have great communication skills
3. They're all happy and able to work flexibly
Main duties of the job
As a SECAmb 999 Emergency Call Handler, you are the first point of contact and are responsible for ensuring the correct information is obtained from the caller, whilst offering advice or re-assurance sometimes under difficult circumstances. You will enter details into a computer system about the patient and their condition which categorises the seriousness of their illness or injury to ensure the patient receives the most appropriate care from us, this may be an emergency ambulance response, a telephone assessment by a clinician, a referral to an alternative care pathway or self care advice.
We will provide full training in a warm, friendly environment in our Emergency Call Centres.
Our comprehensive training programme:
4. 9 weeks full time training
5. Is full time, even for part time applicants
6. Has a 'must' attend policy due to you obtaining your Pathways licence
7. Comprises of 3 weeks of Monday to Friday classroom training, then observing and mentoring periods within the working environment for a further 6 weeks before you go "live".
8. Is designed to fully support full transition to call handling independently
About us
As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates, nights and weekends on a rota pattern. These rotas are fixed to ensure a safe provision to our patients. If you have a requirement to work nights ONLY, this can also be catered for.
For a detailed insight in the Call Handler role, please see the information slides attached to this advert.
What we can offer you:
9. Competitive salary of £24,071 - £25,674 with the earning potential of up to £30,000 per annum.
10. Unsocial hours enhancements - For all hours that you work between 8pm and 6am Monday - Friday and all-day Saturday you will earn a shift bonus which means you will earn approximately £ per hour. For Sundays and Public Holidays, you will earn approximately £ per hour.
11. 35 days' annual leave inclusive of Bank Holidays (pro rata)
12. Flexible working hours on a rota pattern
13. Free parking
14. Blue Light discount card Blue Light Card
15. Generous NHS Pension Scheme
16. Award winning Wellbeing hub
17. Staff networks
18. Training and development
19. Salary Sacrifice schemes for cars or push bikes
20. Access to occupational health
21. Enhanced DBS check
22. Bonus schemes
Job description
Job responsibilities
The role of an Emergency 999 Call Handler (Emergency Medical Advisor)
When you dial 999, your call goes through to a call handler based in one of our 2 Emergency Operation Call Centres. These staff are trained to use the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life threatening situations. The assistance you will provide will range from offering lifesaving advice whilst an ambulance is on route, to directing callers to other more suitable services.
This role can be demanding, challenging, and ultimately very rewarding however, it's not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.
23. Successful applicants demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service
24. We need individuals who have the drive and passion to make a difference to peoples lives, but also the personal resilience to work in a high-pressured environment
25. You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education or equivalent experience
26. This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature
Further Information
The interview process will consist of 6 Multi Mini Interview's (MMI's) a Call listening element and a tour of the Emergency Operations Centre.
Prior to the assessment day you will be asked to complete an online Psychometric test.
All successful applicants will be required to undertake an Enhanced DBS check for adults and children.
Person Specification
Qualifications
Essential
27. Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills OR Evidence within previous employment that they have used Maths and English to GCSE level or higher
Desirable
28. Level 2 in Customer Service or Health and Social Care
Experience
Essential
29. Previous experience working and communicating with the public
30. Ability to communicate with a variety of different people and build rapport
Desirable
31. Experience of working in a computer based role - strong IT skills
32. Previous experience working in a team or with stakeholders across a range of settings