Main area: 111, Health Advisor, Call Handler, NHS, Ambulance, Contact Centre, Call Centre, Customer Service Grade Band 3
Contract: Permanent
Hours:
Full time
Part time
37.5 hours per week (15 - 37.5 hours per week) Job ref: 278-111HA-1224-NW
Employer: South East Coast Ambulance Service NHS Foundation Trust
Employer type: NHS
Site: Medway Make Ready Centre
Town: Gillingham
Salary: £24,071 - £25,674 pro rata per annum + Unsocial Hours
Salary period: Yearly
Closing: 03/01/2025 23:59
111 Health Advisor (Call Handler) - Gillingham
Band 3
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. 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. Job overview
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. You are the first person our patients speak to when they call 111, it could be urgent, and they may require an ambulance, or they simply may need advice and support from you. The 111 service receives a variety of calls, meaning 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. What makes a great NHS 111 Call Handler (Health Advisor)? Caring and empathetic Great communication skills Able to work flexibly Passionate about making a difference 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 various situations, from minor illness to life-threatening 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, whilst demonstrating compassion and empathy to all callers. Working for our organisation
Why Work At South East Coast Ambulance Service NHS Foundation Trust? Base Salary - Band 3 - £24,071 to £25,674 per annum (full time 37.5hrs per week) Hours available – 15, 20, 24, 30 and 37.5 hours per week Please note that it is a requirement to work 3 out of 4 weekends, even if applying for a part-time position. Unsocial hours enhancements in accordance to NHS Terms & Conditions 35 days’ annual leave inclusive of Bank Holidays (pro rata) This role will involve working a varied shift pattern including earlies, lates and weekends. We offer excellent training and career development opportunities for ambitious employees. Detailed job description and main responsibilities
Successful applicants will demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service. 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). 9 weeks Training (7.5 hours per day unless otherwise stated) Must attend policy, with no annual leave during this period. Comprises of classroom and observing and mentoring periods within the working environment. Designed to fully support full transition to call handling independently. Person specification
Qualifications
GCSE or Functional Skills in Maths, English and ICT Skills NHSP Pathways trained or other medical triage system background Experience
Previous experience working and communicating with the public Working within a Team or 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. 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. For patient-facing positions, we strongly recommend that new starters will be appropriately vaccinated unless medically exempt. All positions come with a Disclosure and Barring Service (DBS) check relevant to the post. As part of the application process, you will be asked to declare any unspent/unfiltered convictions. The Trust is committed to being an inclusive employer. We actively support equality of opportunity for all our staff. 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, please contact recruitment@secamb.nhs.uk. 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. Please be aware that the Trust reserves the right to close this vacancy early if sufficient applications are received.
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Band 3
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. 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. Job overview
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. You are the first person our patients speak to when they call 111, it could be urgent, and they may require an ambulance, or they simply may need advice and support from you. The 111 service receives a variety of calls, meaning 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. What makes a great NHS 111 Call Handler (Health Advisor)? Caring and empathetic Great communication skills Able to work flexibly Passionate about making a difference 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 various situations, from minor illness to life-threatening 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, whilst demonstrating compassion and empathy to all callers. Working for our organisation
Why Work At South East Coast Ambulance Service NHS Foundation Trust? Base Salary - Band 3 - £24,071 to £25,674 per annum (full time 37.5hrs per week) Hours available – 15, 20, 24, 30 and 37.5 hours per week Please note that it is a requirement to work 3 out of 4 weekends, even if applying for a part-time position. Unsocial hours enhancements in accordance to NHS Terms & Conditions 35 days’ annual leave inclusive of Bank Holidays (pro rata) This role will involve working a varied shift pattern including earlies, lates and weekends. We offer excellent training and career development opportunities for ambitious employees. Detailed job description and main responsibilities
Successful applicants will demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service. 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). 9 weeks Training (7.5 hours per day unless otherwise stated) Must attend policy, with no annual leave during this period. Comprises of classroom and observing and mentoring periods within the working environment. Designed to fully support full transition to call handling independently. Person specification
Qualifications
GCSE or Functional Skills in Maths, English and ICT Skills NHSP Pathways trained or other medical triage system background Experience
Previous experience working and communicating with the public Working within a Team or 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. 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. For patient-facing positions, we strongly recommend that new starters will be appropriately vaccinated unless medically exempt. All positions come with a Disclosure and Barring Service (DBS) check relevant to the post. As part of the application process, you will be asked to declare any unspent/unfiltered convictions. The Trust is committed to being an inclusive employer. We actively support equality of opportunity for all our staff. 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, please contact recruitment@secamb.nhs.uk. 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. Please be aware that the Trust reserves the right to close this vacancy early if sufficient applications are received.
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