Emergency Medical Advisor (999 Call Handler) : Secamb

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 278-999CHC-0909-JG

Site Crawley Emergency Operations Centre Town Crawley

Salary £24,071 - £25,674 per annum NHS Agenda for Change Section 2 + NHS Unsocial Hours

Salary period Yearly

Closing 23/02/2025 23:59

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 provide 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: 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 999 in an emergency.

What makes a great 999 Emergency Call Handler (Emergency Medical Advisor)?

• Caring and empathetic
• Great communication skills
• 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.

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

Our comprehensive training programme:

• 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

Working for our organisation

This role will involve working a varied shift pattern including earlies, lates, nights and weekends on a rota pattern.

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
• 35 days’ annual leave inclusive of Bank Holidays (pro rata)
• Flexible working hours on a rota pattern
• Free parking
• Generous NHS Pension Scheme
• Training and development

Detailed job description and main responsibilities

The role of an Emergency 999 Call Handler (Emergency Medical Advisor) includes providing assistance in a variety of situations, from minor illness to life threatening situations.

Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations.

• 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
• You will need to be able to work well within a team and independently
• This role is suited to people who remain calm under pressure

Further Information

The interview process will consist of 6 Multi Mini Interview's (MMI's) a Call listening element and a tour of the Emergency Operations Centre.

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

Person specification Qualifications Essential criteria

• Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills

Experience Essential criteria

• Previous experience working and communicating with the public

Please note that the salary range noted on the vacancy is in line with agenda for change (AFC) pay scales.

The Trust is passionately committed to being an inclusive employer - a place where we can all be ourselves and succeed.

We actively support equality of opportunity for all our staff and welcome applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief.

Please note that under our Trust policies, we're unable to employ anyone under the age of 18 years old.

If you have previously applied for this role and were deemed not appointable, you cannot normally apply for the same or similar role for a minimum of six months.

For any queries relating to declarations, please contact the Recruitment Advisor listed on the vacancy.