111 Call Handler (Health Advisor): SECAmb

111 Health Advisor - Crawley 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 Salary: £24,071 - £25,674 (annual) + unsocial enhancements evenings, weekends, bank holidays Closing Date: 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 aim to continually improve and reach outstanding across all areas of the Trust. Our 4,000+ workforce provides 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! 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 may simply need advice and support from you. The 111 service receives a huge variety of calls, meaning no two days are ever the same. Progression Opportunities 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. 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 while an ambulance is on route to directing callers to other more suitable services. This role can be demanding and challenging; however, it's also very rewarding. Applicants will need to have a range of skills to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, regardless of 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 while 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. Working for our organisation 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 Generous NHS Pension Scheme 35 days’ annual leave inclusive of Bank Holidays (pro rata) Free parking Access to Blue Light discounts Award-winning Wellbeing hub Staff networks Training and development Salary Sacrifice schemes for cars or push bikes Free Enhanced DBS check Bonus scheme Training Provided We will provide full training in a warm, friendly environment in our NHS 111 Call Centre. Our comprehensive training programme includes: 9 weeks training 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 Applicant Requirements 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 Essential criteria 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 Essential criteria Previous experience working and communicating with the public Ability to communicate with a variety of different people and build rapport Desirable criteria 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. The Trust is passionately committed to being an inclusive employer - a place where we can all be ourselves and succeed. 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. Please note that under our Trust policies, we're unable to employ anyone under the age of 18 years old. 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. Please note that 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.

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