Emergency Call Taker/Health Advisor

Job overview

Band 3 - £25,760 - £27,476 (pro rata for part-time)

Full time/Part-time Permanent Role

We are recruiting for 999 and 111/999 call takers to join #TeamIOWNHS. Working from our Clinical Co-Ordination Centre, you will be the first line of support for patients calling 111 or 999 who need help or advice.

You will be handling a wide range of calls and thriving amid the challenges this presents, requires an outstanding amount of resilience and emotional strength as you will be supporting unwell and upset patients at their time of need. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

This is a highly pressurised environment where you may be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious, or hysterical. People call the ambulance service for a variety of reasons, and you would need to be confident in dealing with a range of people in varying situations.

If you have been unsuccessful at assessment or interview stage in the last 6 months, then please do not reapply.

Main duties of the job

Job purpose To provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service. Job statement • To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate. • To have knowledge of facts, principles, processes and general concepts to carry out a range of duties. • Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals. • Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System ( CDSS). • Accurately record, check or amend details on the call logging computer system. • Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services • Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.

Detailed job description and main responsibilities

You will be working in a fast-paced environment and must be able to adapt to change quickly and must be aware of the stresses of the role and what impact this may have on you as an individual, considering these points carefully before applying. You do not need to have previous experience in health care.

Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

This post is a 24 hour role and we are looking for applicants who are able to work a full range of shifts to include Days, Lates and Nights of up to 12 hours, All unsocial hours worked attract enhanced pay to compensate for this.