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.
About us
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.
Job 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.
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.
£24,071 to £25,674 a year + unsocial enhancements evenings, weekends, bank holidays.
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