Emergency Medical Advisor (999 Call Handler) - Medway

Emergency Medical Advisor (999 Call Handler) - Medway

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)?

• Caring and empathetic
• Great communication skills
• 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
• Full-time commitment required, even for part-time applicants
• Must attend policy due to obtaining your Pathways licence
• 3 weeks of Monday to Friday classroom training, followed by 6 weeks of observing and mentoring periods within the working environment before going live
• Designed to fully support 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 hours worked between 8pm and 6am Monday - Friday and all-day Saturday.
• 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) involves being the first point of contact for callers. You will provide assistance in various situations, from minor illness to life-threatening emergencies. This role can be demanding and challenging, requiring compassion and empathy for all callers.

• Demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service
• Possess the drive and passion to make a difference in people's lives
• Ability to work well within a team and independently, fast/accurate typing skills, and a good standard of education or equivalent experience
• Remain calm under pressure, good at problem-solving, and possess excellent interpersonal skills

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. Prior to the assessment day, you will be asked to complete an online Psychometric test. 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 with 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 and build rapport
• Experience in a computer-based role - strong IT skills
• Previous experience working in a team or with stakeholders across various settings

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, necessitating a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) for any previous criminal convictions.

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