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- Tasks: Be the first point of contact for emergency calls, providing vital support and information.
- Company: Join the South East Coast Ambulance Service NHS Foundation Trust, dedicated to saving lives.
- Benefits: Enjoy competitive pay, flexible hours, generous leave, and a Blue Light discount card.
- Why this job: Make a real difference in people's lives while working in a supportive, inclusive environment.
- Qualifications: No specific experience required; just bring your empathy and communication skills.
- Other info: Full training provided, with opportunities for career development and a commitment to diversity.
The predicted salary is between 24071 - 25674 £ per year.
A Vacancy at South East Coast Ambulance Service NHS Foundation Trust
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
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.
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”
- Is designed to fully support full transition to call handling independently
As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates, nights and weekends on a rota pattern. These rotas are fixed to ensure a safe provision to our patients. If you have a requirement to work nights ONLY, this can also be catered for.
For a detailed insight in the Call Handler role, please see the information slides attached to this advert.
What we can offer you
- Competitive salary of £24,071 – £25,674 with the earning potential of up to £30,000 per annum.
- Unsocial hours enhancements – For all hours that you work between 8pm and 6am Monday – Friday and all-day Saturday you will earn a shift bonus which means you will earn approximately £16.62 per hour. For Sundays and Public Holidays, you will earn approximately £20.80 per hour.
- 35 days’ annual leave inclusive of Bank Holidays (pro rata)
- Flexible working hours on a rota pattern
- Free parking
- Blue Light discount card Blue Light Card
- Generous NHS Pension Scheme
- Award winning Wellbeing hub
- Staff networks
- Training and development
- Salary Sacrifice schemes for cars or push bikes
- Access to occupational health
- Enhanced DBS check
- Bonus schemes
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) a Call listening element and a tour of the Emergency Operations Centre.
Prior to the assessment day you will be asked to complete an online Psychometric test.
All successful applicants will be required to undertake an Enhanced DBS check for adults and children.
Advert closes on Sunday 2 Nov 2025.
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Emergency Medical Advisor (999 Call Handler) - Medway employer: South East Coast Ambulance Service NHS Foundation Trust
Contact Detail:
South East Coast Ambulance Service NHS Foundation Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Emergency Medical Advisor (999 Call Handler) - Medway
✨Tip Number 1
Familiarise yourself with the role of an Emergency Medical Advisor. Understanding the responsibilities and challenges faced by 999 Call Handlers will help you demonstrate your knowledge during the interview process.
✨Tip Number 2
Practice your communication skills. As a call handler, you'll need to convey information clearly and empathetically. Consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Research the South East Coast Ambulance Service NHS Foundation Trust. Knowing their values, mission, and recent news can help you align your answers with what they are looking for in a candidate.
✨Tip Number 4
Be prepared to discuss your flexibility regarding shift patterns. Since this role requires working varied hours, showing your willingness to adapt can set you apart from other candidates.
We think you need these skills to ace Emergency Medical Advisor (999 Call Handler) - Medway
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of an Emergency Medical Advisor. Familiarise yourself with the skills required, such as empathy, communication, and the ability to work under pressure.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job description. Emphasise any previous roles in healthcare or customer service, and showcase your ability to handle emergency situations.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for helping others and your understanding of the role. Use specific examples from your past experiences to demonstrate how you embody the qualities they are looking for.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is accurate and complete. A polished application shows attention to detail.
How to prepare for a job interview at South East Coast Ambulance Service NHS Foundation Trust
✨Show Empathy and Compassion
As an Emergency Medical Advisor, you'll be the first point of contact for callers in distress. Demonstrating empathy during your interview will show that you understand the importance of providing reassurance and support to those in emergency situations.
✨Highlight Communication Skills
Effective communication is key in this role. Be prepared to discuss examples of how you've successfully communicated in challenging situations, whether in previous jobs or personal experiences. This will help illustrate your ability to gather information accurately under pressure.
✨Understand the Role's Responsibilities
Familiarise yourself with the specific duties of an Emergency Medical Advisor. Knowing how to categorise patient conditions and the importance of accurate data entry will demonstrate your commitment to the role and your readiness to handle the responsibilities.
✨Be Flexible and Adaptable
This position requires working varied shifts, including nights and weekends. During your interview, express your willingness to work flexibly and share any past experiences where you've successfully adapted to changing schedules or environments.
