Emergency Medical Advisor (999 Call Handler) - Crawley

Emergency Medical Advisor (999 Call Handler) - Crawley

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, people who all have the same things in common.

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)?

• Our 999 Emergency Call Handlers are all caring and empathetic
• They all have great communication skills
• They're all happy and 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 from us, which may include an emergency ambulance response, a telephone assessment by a clinician, a referral to an alternative care pathway, or self-care advice.

We will provide full training in a warm, friendly environment in our Emergency Call Centres.

• 9 weeks full-time training
• Is full-time, even for part-time applicants
• Has a 'must' attend policy due to you obtaining your Pathways licence
• Comprises of 3 weeks of Monday to Friday classroom training, then observing and mentoring periods within the working environment for a further 6 weeks before you go "live".
• Is designed to fully support full transition to call handling independently

About us

As we are a 24/7 service, 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 a safe provision to our patients. If you have a requirement to work nights ONLY, this can also be catered for.

For a 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 earning potential of up to £30,000 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 £16.62 per hour. For Sundays and Public Holidays, you will earn approximately £20.80 per hour.
• 35 days' annual leave inclusive of Bank Holidays (pro rata)
• Flexible working hours on a rota pattern
• Free parking
• Staff networks
• Training and development
• Salary Sacrifice schemes for cars or push bikes
• Access to occupational health
• Enhanced DBS check

Job 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 2 Emergency Operation Call 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 whilst an ambulance is on route to directing callers to other more suitable services.

This role can be demanding, challenging, and ultimately very rewarding; however, it's not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.

• Successful applicants 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 in 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 or equivalent experience
• 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

The interview process will consist of 6 Multi Mini Interviews (MMIs), a Call listening element, and a tour of the Emergency Operations Centre.

You will be required to complete an online Psychometric Test prior to the assessment day.

All successful applicants will be required to undertake an Enhanced DBS check for adults and children.

Person Specification

Qualifications

• 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
• 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 across a range of settings

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£24,071 to £25,674 a year per annum NHS Agenda for Change Section 2 + NHS Unsocial Hours