Emergency Medical Advisor (999 Call Handler) - Crawley

Emergency Medical Advisor (999 Call Handler) – Crawley

Band 3

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-1612-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: 01/01/2025 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.

Job overview

Your NHS needs YOU!

Why apply for this role?

As a 999 Emergency Call Handler (Emergency Medical Advisor), you will be the first person our patients speak to when they call 999 in an emergency.

What makes a great 999 Emergency Call Handler?

• Caring and empathetic
• Great communication skills
• Flexible and adaptable

Main duties of the job

As a SECAmb 999 Emergency Call Handler, you are responsible for ensuring the correct information is obtained from the caller while offering advice or reassurance under difficult circumstances. You will enter details into a computer system about the patient and their condition to categorize the seriousness of their illness or injury.

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

• 9 weeks full-time training
• Mandatory attendance due to obtaining your Pathways licence
• 3 weeks of classroom training followed by 6 weeks of observation and mentoring

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 potential earnings up to £30,000 per annum.
• Unsocial hours enhancements
• 35 days’ annual leave inclusive of Bank Holidays (pro rata)
• Flexible working hours
• Free parking
• Training and development

Detailed job description and main responsibilities

The role of an Emergency 999 Call Handler involves assisting callers in a variety of situations, from minor illness to life-threatening emergencies. Applicants must demonstrate compassion and empathy while managing stressful situations.

• Commitment to delivering a patient-focused service
• Ability to work well within a team and independently
• Fast and accurate typing skills
• Calm under pressure with excellent interpersonal skills

Person specification

Qualifications

• Educated to GCSE or Functional Skills level in Maths, English, and ICT
• Level 2 in Customer Service or Health and Social Care

Experience

• Experience working with the public
• Strong IT skills
• Teamwork experience

Successful applicants will be required to undertake an Enhanced DBS check.

The Trust is committed to being an inclusive employer and welcomes applications from all backgrounds.

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