- Effectively answer all types of emergency and non-emergency calls made to the 999 Emergency Operations Centre (EOC) from both Health Care Professionals, external agencies and members of the public - Ensure all calls are answered and responded to as laid out in the Trusts policies and procedures - Be confident in utilising the Computer Aided Dispatch (CAD) system and Medical Priority Dispatch System (MPDS) to accurately enter patient information in an efficient way - Ensure all details are inputted and passed to relevant personnel to ensure appropriate dispatch of resources - Deal with complex, sensitive or contentious information regarding a patients condition. - Communicate tactfully and empathetically with callers showing care when handling all calls - Monitor patient incidents to ensure all information is gathered and the patients condition has not deteriorated - Maintain effective control of the call to ensure efficient handling time to improve the response to the patient - Remain calm and resilient in a pressurised environment - Be able to modify and adapt communication styles taking into consideration the differing needs of the callers especially in complex situations - Be able to effectively communicate and deal with highly emotional callers, including traumatic incidents such as death - Confident to utilise negotiating skills when handling calls where the caller is abusive or uncooperative - Cover a 24/7 rotating shift pattern - Continually maintain standards and develop through annual education and personal development Please note that the training for this role will take place in Barking. The role is based at either our Waterloo or Newham and may require travel to other EOC sites subject to the requirements of the service. In your personal statement, please highlight your motivation to apply for theposition as well asyour experience and skills that you would bring to the organisation. You will be required to attend a assessment if your application is longlisted. If successful, you will be invited for an interview.