Emergency Call Handler

Job Title: Emergency Call Handler

Location: Hellesdon, Norwich (NR6)

Hourly Pay Rate:

1. Weekdays 06.00 to 20.00 - £12.31
2. Nights 20.00 to 06.00 and Saturdays - £16.62
3. Sundays and Bank Holidays - £20.81

Length of the contract: Temporary to Permanent (12-week probation via Gi Group)

Shift Pattern: 37.5 hours per week Monday to Friday, 8 hours per day between the hours of 07:00 and 20:00

Gi Group are now seeking to appoint a number of Emergency Call Handlers to our Public Sector client based in Hellesdon, Norwich. Full and paid training will be provided via one six-week course. The Emergency Call Handler position is very rewarding and offers excellent career progression.

Duties of the Emergency Call Handler:

1. To respond to all incoming telephone calls and prioritise emergency calls over non-emergency calls, placing lower priority callers on hold when required. Where the Automatic Call Distribution (ACD) is active, emergency calls may be answered automatically for the user.
2. Ensure the timely and accurate answering and recording of all requests for emergency resources (including Doctors' urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software.
3. Receive and record telephone calls from a range of personnel including hospital staff, other health service professionals and other Emergency Services.
4. Provide advice to callers as directed by clinical triage protocols and procedures. This will involve following a set process when applying the clinical triage software.

Role Criteria:

1. A minimum of 4 GCSEs grade C or above including English.
2. Good keyboard skills with the ability to use Windows based systems.
3. Ability to remain calm under pressure.
4. Ability to prioritise and undertake numerous tasks simultaneously.
5. Ability to manage and support others during times of crisis.
6. Ability to handle traumatic, emotional and distressing situations.
7. Ability to record information accurately.
8. Willingness to undertake training and an Enhanced DBS Check.

Hiring Contact: Tiegan Clark

Agency: Gi Group

Should you require any support or assistance, please contact your local Gi Group office.

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