Job summary Are you passionate about helping others? Do you thrive in a fast-paced, team-oriented environment? Join our dedicated team of NHS 111 option 2 & Contact Centre Agents and play a vital role in providing essential healthcare support to the community. About the Role As a 111 option 2 & Contact Centre Agent, you'll be the first point of contact for patients seeking urgent mental heath advice, guidance, or assistance in addition to supporting other trust services. Your role will be taking details from patients, and where necessary escalate cases to healthcare professionals. This is a 24/7 365 service. Shift patterns are in blocks of 4 or 8 hours, with a mixture of shifts available. Currently, shifts available are from 8am-8pm, and 4am-8am Monday - Friday. Saturday & Sunday shifts are between 8am - 4pm, 4pm-midnight & midnight to 8am. Please only apply if you are available to cover any of the above hours. Please note, this is a hybrid working model which will involve working 50% of the agreed shifts from the Office, and 50% remote working. Main duties of the job Key Responsibilities o Answer incoming calls promptly and professionally, providing a calm and empathetic approach. o Accurately document patient details and outcomes in line with confidentiality and data protection standards. o Liaise with clinical teams and other healthcare providers to ensure patients receive the best possible care. o Remain calm under pressure, managing challenging or distressing situations with professionalism and sensitivity. It is important to stress, some of these calls are of a distressing nature. About us EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including; Season Ticket Loans NHS discounts for staff Excellent Training facilities and opportunities Buying and Selling annual leave scheme The opportunity to work bank shifts and expand knowledge and experience in other areas Salary Sacrifice schemes including lease cars and Cycle to Work Day One Flexible Employer The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment Join our Staff bank What is Staff Bank? Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times. All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish. If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank. Date posted 23 December 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time, Part-time Reference number 364-A-8572 Job locations The Lodge Runwell Chase Wickford SS11 7PU Job description Job responsibilities Please refer to the attached job description and person specification for full details of the role. Please contact Annika Guy for any more information. Job description Job responsibilities Please refer to the attached job description and person specification for full details of the role. Please contact Annika Guy for any more information. Person Specification Education/Qualifications Essential GCSEs in Maths and English at grade 4 (or C) or above (or equivalent qualification / experience Desirable Good working knowledge of Clinical Services provided by EPUT. Knowledge Essential Ability to communicate complex and sensitive information to professional and vulnerable groups where reassurance and motivational skills are required Person Specification Education/Qualifications Essential GCSEs in Maths and English at grade 4 (or C) or above (or equivalent qualification / experience Desirable Good working knowledge of Clinical Services provided by EPUT. Knowledge Essential Ability to communicate complex and sensitive information to professional and vulnerable groups where reassurance and motivational skills are required Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Essex Partnership University NHS Foundation Trust Address The Lodge Runwell Chase Wickford SS11 7PU Employer's website https://eput.nhs.uk/ (Opens in a new tab)