Emergency Call Taker / Emergency Dispatch Assistant

The Clinical Coordination Centre (CCC), also known as ‘control’, has a vital role within our emergency operation. The team is responsible for answering the 999 and other healthcare professional telephone calls to the ambulance service then dispatching the appropriate response (e.g. emergency ambulance, rapid response vehicle etc.) to the incident.

The CCC is the first point of contact for the patient journey and no two situations will be the same. As an Emergency Call Taker you might be dealing with a life-or-death emergency, such as a multiple pile-up on a motorway, a heart attack or a drug overdose. You could be faced with a non-life-threatening situation that nevertheless needs a response, such as a child with a suspected broken leg. Your job will be to get all the essential information from the caller, who might be extremely anxious or panicking, as quickly and accurately as possible. Thinking fast, multitasking and using your initiative, you will often work under great pressure. In extreme cases you might have to talk a member of the public through an emergency procedure, such as clearing an obstruction from someone’s windpipe or guiding them through CPR. Although it can be pressurised, this role is also extremely rewarding, giving help and support to people in our communities in their time of need.

Entry Requirements

• Excellent communication skills, especially the ability to speak clearly over the telephone
• NVQ2 (or equivalent) in customer care, contact centre or similar
• Telephone and general administration experience
• Experience in use of IT systems and ability to input data accurately
• Ability to work calmly especially when under pressure
• GCSE English at grade C or higher and GCSE maths at grade D or higher (or equivalent qualifications)

The CCC team is also responsible for dispatching ambulances and other resources to the incident. Our Emergency Dispatch team is a vital link between a medical emergency taking place and help arriving at the scene. Our Emergency Dispatch Assistants and Emergency Dispatchers work as part of a team assigning ambulance resources to emergency and urgent events whilst liaising with emergency call takers, ambulance crews and other emergency services. No one day is like the last. You will be dealing with medical emergencies, traumatic events and major incidents; prioritising your workload and ensuring patients receive the right response, first time, every time. This is a highly pressurised and quick moving role where you will need to keep a calm and level-headed approach. You could be assigning an ambulance to a patient who has fallen or sending multiple resources to a cardiac arrest. You will need to think logically and tactically as you manage a workload that changes by the second. It is essential that you are able to multitask and manage tasks with competing priorities. This is a challenging role where you will need to maintain professionalism and have good communication skills throughout the course of your duties. You will deal with distressing events so it is important that you are resilient and have a focus on your own wellbeing. Your role plays an important part in providing care to patients and you will be supported by SCAS to fulfil your potential.

We offer two weeks classroom based training followed by five weeks mentoring and ongoing support throughout your employment. We are looking for full and part-time employees however the training and mentoring period must be completed under full-time hours. You do not need a medical background but you must be competent in the use of IT systems.

Entry requirements

• Competent in the use of IT systems
• GCSE grades 4-9 or equivalent in Maths and English
• Customer service experience from a telephone or face to face role
• Ability to multi-task and manage competing priorities
• Good knowledge of geographical area
• Good written and verbal communication skills
• Ability to listen and record information accurately

To apply, click ‘Find jobs now’ or send your CV to jobs@scas.nhs.uk. If you have any questions, please call 01869-365000 option 1 for the recruitment team.

What is the package?

• Salary: Emergency Call Taker & Emergency Dispatch Assistant = Band 3. Emergency Dispatcher = Band 4 (All roles subject to added Unsocial Hours payment (USH) in line with Section 2 of Agenda for Change)
• Hours: Full time positions, with part-time hours available for certain roles and bases.
• Location: Bicester, Oxfordshire and Otterbourne, Hampshire
• Annual leave: Minimum 27 days plus statutory public holidays, pro rata for part-time staff
• Shift pattern: Evenings, nights and weekends, various shifts