Call Taking Supervisor

Job summary

An exciting opportunity has become available for a Call Assessor Supervisors to join the well established team in Tollgate on both a permanent or secondment opportunity.

The Trust is committed to the continued personal development of all staff. The Integrated Emergency and Urgent Care Centre plays a key role in coordinating and supporting front line operational staff to deliver a high standard of care to patients within the local and national performance targets that the Trust is measured against. We are also responsible for the delivery and coordination of patients within the West Midlands to the most appropriate referral following telephone assessment of symptoms. Referral can be for an emergency ambulance response, emergency treatment centre or to any of the Primary Care Services in and Out of Hours (OOHs) in the West Midlands area. Ensuring the delivery of a high standard of care to patients within the local and national performance targets that the Trust is measured against

The Call Assessor Supervisor is a key role in this delivery within the IEUC

Main duties of the job

The successful post holder will be expected to lead by example promoting a focus for excellence within the EOC by supporting and maintaining a positive working environment.

Applicants must hold a minimum of 3 GCSEs at Grade C/4 or above (including English) or equivalent (evidence will be required) along with recent post qualification call taking experience.

This position involves a regulated activity and therefore will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £55.76 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service

About us

We are committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.

Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.

We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitment@wmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method

Details

• Date posted: 12 August 2026
• Pay scheme: Agenda for change
• Band: Band 5
• Salary: £32,073 to £39,043 a year plus the relevant unsocial hours as per section 2
• Contract: Permanent
• Working pattern: Full-time
• Reference number: C9217-080-26-27
• Job locations: Tollgate EOC, Tollgate Drive, Tollgate Industrial Estate, Tollgate, Staffordshire, ST16 3HS, United Kingdom

Job responsibilities

The post holder will be expected to:

Through leading by example promote a focus for excellence within the EOC by supporting and maintaining a positive working environment.

Maintain personal skills, knowledge and development

Call Assessor competencies

NHS Pathways registration

NHS Pathways CQI compliance

Process a minimum of 200 emergency calls per month to maintain NHS Pathways licence

Undertake any training required to allow the trust to operate in the manner required of a professional ambulance service i.e.

Software systems

Computer systems

Telephone systems

Mandatory Training

Process emergency 999 calls in accordance with given policies and procedures, triaging using NHS Pathways to an appropriate end disposition; giving appropriate lifesaving and first aid advice when required.

Process all incoming calls from Health Care Professionals in the form of urgent calls using the NHSP triage system.

Monitor all incoming emergency calls for accuracy of data input and action accordingly.

Intervene in the call taking process in the event of prolonged delays in location identification

React to the emergency call button available to Call taking staff in the event of assistance being required

Replay voice recordings at the request of Dispatch teams for verification of data input onto CAD

Provide support and guidance to Call Assessors as required

Produce and manage Call Assessor meal breaks; allocating break periods for the forthcoming 24 hour period and forward to staff on duty for reference.

Liaise with other emergency services when necessary. Processing and recording information in the recognised format. Passing or accepting details as necessary.

Monitor the performance of Call Taking staff in the EOC, ensuring that established procedures are followed and that in carrying out their duties and responsibilities, EOC Call Assessors project and maintain a courteous, caring and professional attitude in their communications with the general public and others with the need for Ambulance assistance.

Carry out Personal Development Interviews/Appraisals, identifying individual training needs of an allocated group of staff & organising on-going development plans for each individual.

Carry out back to work interviews following periods of absence from duty, providing counsel & support. Identifying personal needs of staff & providing appropriate advice where required.

Using judgemental and analytical skills, identify training needs and undertake job performance counselling where necessary

Enter details of 999, urgent and routine cases generated on paper by others, entering them retrospectively onto the CAD system.

Maintain excellent levels of knowledge of West Midlands Ambulance Service policies and procedures, contracts, geographical knowledge of the Regional West Midlands area & medical terminology.

Ring back any cases that go out of agreed time scales, checking patients condition by triaging accordingly, updating existing CAD records as appropriate.

Advise patients, relatives and Healthcare Professionals of delays on ambulance cases as required

Be able to communicate effectively using, tact, diplomacy and understanding under highly emotional or antagonistic situations e.g. when taking a 999 call from a victim of witness to or perpetrator of child abuse, rape, assault, violence & murder.

Be able to communicate effectively with callers with barriers to understanding i.e. language problems, mental and physical illness.

Participate in all related training to maintain and develop skill levels and professionalism. Including attending any prescribed residential or non-residential courses for both operational necessity and career development.

Support the EOC Training and Development team in staff training and development.

Provide extended support to newly trained staff in accordance to the individual need.

Be responsible for the training of and actions of staffs undertaking development to Supervisor positions.

Attend Supervisor meetings as required

Undertake the initial handling of grievance and disciplinary issues.

Ensure that the requirements of the Health and Safety at Work Act are observed within the department and that; staff carry out their individual responsibilities under the Act.

Maintain standards in accordance with the West Midlands Ambulance Service Code of Conduct and Standard EOC Call Assessor protocols

Attend Coroners Court and Crown Court if required to represent WMAS