Main area: 999, 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 (minimum 23 hours per week)
Job ref: 278-999CHM-1301-JG
Employer:
South East Coast Ambulance Service NHS Foundation Trust Employer type:
NHS 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 date:
26/01/2025 23:59 Emergency Medical Advisor (999 Call Handler) - Medway
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 and aim to continually improve. 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
Your NHS needs YOU! Why apply for this role? Our 999 Emergency Call Handlers (Emergency Medical Advisors) are people just like you: individuals from all walks of life who share common values. You will be 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 Excellent communication skills Flexible and adaptable 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, while offering advice or reassurance under difficult circumstances. You will enter details into a computer system about the patient and their condition, categorizing 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 Mandatory attendance policy due to obtaining your Pathways licence 3 weeks of classroom training followed by observing and mentoring for 6 weeks before going “live” Designed to support full transition to independent call handling Working for our organisation
This role will involve working a varied shift pattern, including earlies, lates, nights, and weekends on a rota pattern. Fixed rotas ensure safe provision to our patients. If you require to work nights only, this can also be catered for. For detailed insight into the Call Handler role, please see the information slides attached to this advert. What we can offer you:
Competitive salary of £24,071 - £25,674 with the potential to earn 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 (pro rata) Flexible working hours Free parking Training and development opportunities Access to occupational health Detailed job description and main responsibilities
The role of an Emergency 999 Call Handler (Emergency Medical Advisor) When you dial 999, your call goes to a call handler in one of our Emergency Operation Call Centres. These staff are trained to use the NHS Pathways system to provide assistance in various situations, from minor illness to life-threatening emergencies. This role can be demanding and challenging, requiring skills to deal with stressful situations while demonstrating compassion and empathy. Demonstrate high levels of personal commitment to facilitate a patient-focused service Drive and passion to make a difference 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 fundamental Maths, English and ICT skills OR evidence of using Maths and English to GCSE level or higher 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 people Experience in a computer-based role - strong IT skills Experience working in a team or with stakeholders Please note that the salary range noted is in line with agenda for change (AFC) pay scales. Successful applicants will be placed at the bottom of the banding unless relevant experience can be demonstrated. All successful applicants will be required to undertake an Enhanced DBS check. The Trust is committed to being an inclusive employer and welcomes applications from individuals regardless of background. Please note that we cannot employ anyone under the age of 18 years old. For any queries regarding the application process, please contact the Recruitment Advisor listed on the vacancy.
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South East Coast Ambulance Service NHS Foundation Trust Employer type:
NHS 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 date:
26/01/2025 23:59 Emergency Medical Advisor (999 Call Handler) - Medway
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 and aim to continually improve. 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
Your NHS needs YOU! Why apply for this role? Our 999 Emergency Call Handlers (Emergency Medical Advisors) are people just like you: individuals from all walks of life who share common values. You will be 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 Excellent communication skills Flexible and adaptable 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, while offering advice or reassurance under difficult circumstances. You will enter details into a computer system about the patient and their condition, categorizing 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 Mandatory attendance policy due to obtaining your Pathways licence 3 weeks of classroom training followed by observing and mentoring for 6 weeks before going “live” Designed to support full transition to independent call handling Working for our organisation
This role will involve working a varied shift pattern, including earlies, lates, nights, and weekends on a rota pattern. Fixed rotas ensure safe provision to our patients. If you require to work nights only, this can also be catered for. For detailed insight into the Call Handler role, please see the information slides attached to this advert. What we can offer you:
Competitive salary of £24,071 - £25,674 with the potential to earn 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 (pro rata) Flexible working hours Free parking Training and development opportunities Access to occupational health Detailed job description and main responsibilities
The role of an Emergency 999 Call Handler (Emergency Medical Advisor) When you dial 999, your call goes to a call handler in one of our Emergency Operation Call Centres. These staff are trained to use the NHS Pathways system to provide assistance in various situations, from minor illness to life-threatening emergencies. This role can be demanding and challenging, requiring skills to deal with stressful situations while demonstrating compassion and empathy. Demonstrate high levels of personal commitment to facilitate a patient-focused service Drive and passion to make a difference 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 fundamental Maths, English and ICT skills OR evidence of using Maths and English to GCSE level or higher 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 people Experience in a computer-based role - strong IT skills Experience working in a team or with stakeholders Please note that the salary range noted is in line with agenda for change (AFC) pay scales. Successful applicants will be placed at the bottom of the banding unless relevant experience can be demonstrated. All successful applicants will be required to undertake an Enhanced DBS check. The Trust is committed to being an inclusive employer and welcomes applications from individuals regardless of background. Please note that we cannot employ anyone under the age of 18 years old. For any queries regarding the application process, please contact the Recruitment Advisor listed on the vacancy.
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