Main area: 111, Health Advisor, Call Handler, NHS, Ambulance, Call Centre, Contact Centre Grade Band 3
Contract: Permanent
Hours:
* Full time
* Part time
37.5 hours per week (15 - 37.5 hours per week)
Job ref: 278-111CPT-1612-SPC
Site: Crawley HQ
Town: Crawley
Salary: £24,071 - £25,674 + unsocial enhancements evenings, weekends, bank holidays
Salary period: Yearly
Closing: 30/12/2024 08:00
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 and while the other areas under their most recent report require improvement, our aim is to continually improve and to reach outstanding across all areas of the Trust.
Our 4,000+ workforce provide 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. More information regarding our services and locations can be found on our website.
Job overview
111 Call Handler (Health Advisor) - Crawley
Join your local Ambulance Service! Your NHS needs YOU!
Our NHS 111 Call Handlers (Health 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 111, it could be urgent and they may require an ambulance. Alternatively, they simply are in need of some advice and support from you.
The 111 service receives a huge variety of calls which means no two days are ever the same.
We offer excellent training and career development opportunities for ambitious employees both within the call centres and also opportunities to explore different roles within the wider Trust such as Human Resources and Administration and operational front-line roles, leading to a career as a Paramedic or in Senior Management.
What makes a great NHS 111 Call Handler (Health Advisor)?
* Our 111 Call Handlers are all caring and empathetic
* They all have great communication skills and love talking to people
* They're all happy and able to work flexibly
* They all love making a difference to people's lives
Main duties of the job
The role of a SECAmb Call Handler
When you ring 111 or 999, your call goes through to a call handler based in one of our 3 Emergency Operation/Contact 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.
As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates and weekends. However, due to our flexible working, we will work with you to create a rota that gives you a great work/life balance whilst meeting the needs of the trust.
Please note that it is a requirement to work 3 out of 4 weekends, even if you are applying for a part-time position. Please give this consideration before making your application.
Working for our organisation
Why Work At South East Coast Ambulance Service NHS Foundation Trust (SECAMB)?
What we can offer you:
* Competitive salary of £24,071 - £25,674 with the earning potential of up to £28,000 per annum
* 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 £15.00 per hour. For Sundays and Public Holidays, you will earn approximately £19 per hour
* 35 days’ annual leave inclusive of Bank Holidays (pro rata)
* Free parking
* Access to Blue Light discounts
* Staff networks
* Training and development
* Salary Sacrifice schemes for cars or push bikes
* Free Enhanced DBS check
Training Provided
We will provide full training in a warm, friendly environment in our NHS 111 Call Centre.
* Training will be full-time (even for part-time applicants)
* Has a ‘must’ attend policy and no annual leave is permitted during this period
* Comprises of classroom, observing and mentoring periods within the working environment
* Designed to fully support full transition to call handling independently
Week 5 – Mentoring, this will be a variable shift pattern whilst you shadow your coaches shifts
Weeks 6 - 9 – Diamond Pod, variable shift pattern
Detailed job description and main responsibilities
Successful applicants will demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service.
We need individuals who have the drive and passion to make a difference to people’s lives, but also the personal resilience to work in a high-pressured environment.
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. Successful candidates must possess GCSE Maths and English (or equivalent qualifications) at Grade C or above (2018 Grade 4).
This role is suited to people who remain calm under pressure, are good at problem solving and have excellent interpersonal skills, with an empathetic nature.
Further Information
If you are successfully shortlisted, you will be required to complete an online Psychometric test as part of the recruitment process.
All successful applicants will be required to undertake an Enhanced DBS check for adults and children.
Person specification
Qualifications/Training
* 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
Experience
* Previous experience working and communicating with the public
* Ability to communicate with a variety of different people and build rapport
* Experience of working in a computer-based role - strong IT skills
* Previous experience working in a team or with stakeholders across a range of settings
Please note that the salary range noted on the vacancy is in line with agenda for change (AFC) pay scales. All successful applicants would be placed automatically at the bottom of the banding, unless proven, relevant NHS or equivalent experience can be demonstrated.
Following the revision of current national legislation (Vaccine as a Condition of Deployment), the Trust has reviewed our requirements relating to staff uptake of the SARS-COV-2 (COVID-19) vaccination.
Going forward, for patient-facing positions, we strongly recommend that new starters will be appropriately vaccinated unless medically exempt in order to offer greater protection against exposure to the virus for front-line staff.
In line with this recommendation, if you are successful in your application for a front-line post, we will seek information from you in relation to your vaccine status, including exemption status, as applicable.
Please note, all positions come with a Disclosure and Barring Service (DBS) check relevant to the post. This will either be a basic, standard, or enhanced check depending on the role. The level of check will be outlined in the conditional offer letter sent to successful applicants.
As part of the application process, you will be asked to declare any unspent/unfiltered convictions. If you are shortlisted, you will then be sent a self-declaration form, which must be completed prior to attending the interview. For any queries relating to declarations, please contact the Recruitment Advisor listed on the vacancy.
The Trust is passionately committed to being an inclusive employer - a place where we can all be ourselves and succeed. As an employer we offer a range of family-friendly, inclusive employment policies, flexible working arrangements, staff engagement networks, facilities and services to support staff from different backgrounds.
We actively support equality of opportunity for all our staff and welcome applications from individuals regardless of age, any disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief. The Trust is making progress towards its aim of becoming more reflective of the diversity of our community in our workforce and guarantees an interview to candidates with disabilities who meet the essential criteria specified. We particularly encourage applications from Black, Asian, Minority Ethnic and disabled applicants and those from other under-represented groups.
The Equality Act 2010 protects disabled people - including those with long-term health conditions, learning disabilities and hidden disabilities such as dyslexia. If you tell us that you have a disability we can make reasonable adjustments to ensure that any selection processes - including the interview - are fair and equitable.
We are committed to offering opportunities to individuals with disabilities and offer ongoing support, should you be successful, with any adjustments you may need when performing your role.
When completing the application please use your name as it appears on your passport and please ensure you include email addresses and contact numbers for your referees to avoid delay in the recruitment process.
Please note that under our Trust policies, we're unable to employ anyone under the age of 18 years old.
The majority of our roles will include some travel between sites for business purposes. If the vacancy you’re applying for includes work-related travel, you will be required to ensure that you hold and have covered the cost of suitable car insurance to support this.
Should you require an application form in an alternative format including large print or braille, please contact recruitment@secamb.nhs.uk stating the vacancy reference number and we will be happy to provide this.
When completing the reference section, please include details to cover the last three years’ history.
Due to the high volume of applications at SECAmb, we regret that we will only be able to contact those applicants who are shortlisted for interview. If you have not heard from us within 10 working days of the closing date, then please assume you have not been shortlisted for interview on this particular occasion.
Please note that we contact all applicants via Trac Jobs and would advise you check your Trac Jobs account regularly.
Please be aware that the Trust reserves the right to close this vacancy early if sufficient applications are received. For this reason, we recommend completing your application as early as possible.
Follow our recruitment on Twitter @SECAmbRecruit and check out our Facebook page - SECAmb NHS Recruitment. You can also find us on LinkedIn under South East Coast Ambulance Service NHS Foundation Trust.
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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.
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