111 Health Advisor (Call Handler) - Crawley: Secamb Manor Royal Business District Crawley, UK E[...]

111 Call Handlers (Health Advisors) are the first point of contact for patients calling 111. They provide urgent medical advice, triage callers using NHS Pathways, and direct patients to appropriate services. The role is part of a 24/7 service and involves varied shift patterns.

Progression opportunities

• Training and career development across call centres and wider Trust roles, including Human Resources, Administration, operational front‑line roles, and progression to Paramedic or Senior Management.

What makes a great NHS 111 Call Handler (Health Advisor)

• Caring and empathetic
• Excellent communication skills
• Good adaptability and flexible working
• Passion for making a difference to people’s lives

Main duties of the job

The role requires using the NHS Pathways system to assess and advise callers on a range of medical scenarios, from minor illness to life‑threatening situations. Responsibilities include providing lifesaving advice while an ambulance is en route, directing callers to suitable services, and maintaining accurate records. The position is demanding, requiring compassion, resilience, and the ability to manage stressful or emotional situations. Due to the 24/7 nature of the service, staff will work a shift pattern that includes early, late, and weekend shifts. Applicants must be willing to work at least 3 of 4 weekends even if applying part‑time.

Benefits and working conditions

• Competitive salary of £25,760 – £27,476 per annum (career start at band low point)
• Unscheduled hours pay in line with Section 2 Agenda for Change
• Generous NHS Pension Scheme
• 35 days annual leave inclusive of bank holidays (pro‑rated for part‑time)
• Free parking
• Access to Blue Light discounts
• Award‑winning Wellbeing hub
• Staff networks and support
• Training and development programs
• Salary sacrifice schemes for cars or push bikes
• Free enhanced DBS check
• Bonus scheme

Training provided

Full training is delivered over 9 weeks, including classroom, observation, and mentoring periods. The program is full‑time even for part‑time candidates and is designed to fully support the transition to independent call handling. No annual leave is permitted during the training period.

Detailed job description and main responsibilities

Successful applicants will demonstrate high levels of personal commitment, resilience, and the ability to work effectively both as part of a team and independently. They must possess GCSE Maths and English at Grade C or above (or equivalent) and have fast, accurate typing skills. Candidates should be calm under pressure, skilled in problem solving, and have exceptional interpersonal skills.

Person specification

Qualifications/Training

• Essential criteria: Educated to GCSE or Functional Skills in Maths, English and ICT, or evidence from previous employment of GCSE‑level competency
• Desirable criteria: NHSP Pathways training or other medical triage system experience

Experience

• Essential criteria: Previous experience communicating with the public; Ability to build rapport with a variety of people
• Desirable criteria: Experience in a computer‑based role with strong IT skills; Experience working collaboratively within a team or with stakeholders across settings

Required checks and testing

All successful applicants will be required to complete an online psychometric test as part of the assessment. An enhanced DBS check for children and adults will also be undertaken.

Vaccination requirement

For patient‑facing positions, the Trust strongly recommends that new starters be vaccinated against COVID‑19 unless medically exempt. Vaccine status, including exemption, will be requested for front‑line posts.

Equality and diversity

The Trust is committed to being an inclusive employer and welcomes applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy, maternity, race, religion, or belief. We encourage applications from Black, Asian, Minority Ethnic and disabled applicants and those from other under‑represented groups. The Equality Act 2010 protects disabled individuals, including those with long‑term health conditions, learning disabilities and hidden disabilities such as dyslexia. If you disclose a disability, we will make reasonable adjustments to ensure a fair and equitable selection process. We also provide ongoing support and adjustments to enable successful performance in the role.

Under the Rehabilitation of Offenders Act 1974 (and related amendments) and the Disclosure and Barring Service (DBS) requirements, all successful applicants will undergo the relevant enhanced DBS check. All positions include a DBS check at the appropriate level (basic, standard, or enhanced) as outlined in the conditional offer. Applicants must be 18 years or older.