Emergency Medical Advisor (999 Call Handler) - Medway

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, 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 re-assurance 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, this may be 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.

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”
• This is a fully office-based role at our NHS 111/999 contact centres in Medway, Kent or Crawley, West Sussex. Due to 24/7 shift patterns, including nights, applicants must live within approximately 45–60 minutes’ commuting distance. Applications outside this distance will not be progressed. If you are planning to relocate, please include details and timescales in your supporting statement.

Detailed job description and main 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 to 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, good at problem solving and have excellent interpersonal skills, with an empathetic nature

Further Information

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

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

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.