Emergency Medical Advisor (999 Call Handler) - Medway
Band 3
Main area: 999, Call Handler, NHS, Ambulance, Contact Centre, Call Centre, Customer Service
* Full time
* Part time
37.5 hours per week (minimum 23 hours per week)
Job ref: 278-999CHM-1003-JG
Site: Medway Emergency Operations Centre
Town: Gillingham
Salary: £24,071 - £25,674 per annum
NHS Agenda for Change Section 2 + NHS Unsocial Hours
Salary period: Yearly
Closing: 23/03/2025 23:59
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.
Job overview
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.
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)?
* Caring and empathetic
* Great communication skills
* 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 reassurance 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.
We will provide full training in a warm, friendly environment in our Emergency Call Centres.
* 9 weeks full time training
* Must attend policy due to obtaining your Pathways licence
* 3 weeks of Monday to Friday classroom training, then observing and mentoring periods for a further 6 weeks
* Designed to fully support the transition to call handling independently
Working for our organisation
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 safe provision to our patients.
What we can offer you:
* Competitive salary of £24,071 - £25,674 with the earning potential of up to £30,000 per annum.
* Unsocial hours enhancements for hours worked between 8pm and 6am Monday – Friday and all-day Saturday.
* 35 days’ annual leave inclusive of Bank Holidays (pro rata)
* Flexible working hours on a rota pattern
* Free parking
* Training and development
Detailed job description and main 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 Emergency Operation Call Centres. These staff are trained to use the NHS Pathways system to provide assistance in various situations.
This role can be demanding and challenging; applicants will need to have a range of skills to deal with often stressful and emotional situations.
* Demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service
* Individuals who have the drive and passion to make a difference to people’s lives
* Ability to work well within a team and independently
* Fast/accurate typing skills and a good standard of education or equivalent experience
Person specification
Qualifications
* Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English, and ICT skills
* Level 2 in Customer Service or Health and Social Care
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
Please note, all positions come with a Disclosure and Barring Service (DBS) check relevant to the post.
The Trust is committed to being an inclusive employer. We welcome applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion, or belief.
Should you require an application form in an alternative format, please contact recruitment@secamb.nhs.uk.
Due to the high volume of applications, we regret that we will only be able to contact those applicants who are shortlisted for interview.
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