EMS 999 Call Handler

Job overview

The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler currently based within the Clinical Contact Center at Llanfairfechan, but relocating to St Asaph in the near future.

Main duties of the job

You will be expected to receive and manage calls for the Emergency Medical Service including 999 call handling.

You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties. The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.

The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.

Due to the nature of working hours and shift patterns applicants must be aged 18 years or over to comply with 'Young Workers at Work Regulations'.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac

The Clinical Contact Centers are engaged on an exciting modernisation programme and if you feel you have the skills and enthusiasm to join our team and educated to a minimum of 5 grade C GCSEs  we would like to hear from you.

The jobholder is required to receive and deal effectively with calls for the Emergency Medical Services, obtaining relevant data from callers in a professional empathetic manner and providing calm reassurance and pre-arrival instructions from protocols where necessary. In addition, the jobholder is required to record details accurately and input information onto the computerised Control and Communications systems, within recognised time-frames and to communicate effectively to convey all relevant information to appropriate parties, including other Control staff, attending crews, hospitals, Health Care Professionals, and other emergency services in accordance with Medical Priority Dispatch Systems (MPDS) and protocols, and Trust policies and procedures. The post holder assists with the implementation of Major Incident Plans, deals with urgent and non-urgent calls as required, and carries out related clerical duties.