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- Tasks: Be the first point of contact for emergency calls and provide vital support to callers.
- Company: Join a dedicated team in a 24/7 emergency service environment.
- Benefits: Competitive salary, flexible hours, 35 days annual leave, and free parking.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: GCSE level education or equivalent experience in customer service.
- Other info: Full training provided in a supportive environment with excellent career progression.
The predicted salary is between 21000 - 25000 £ per year.
Emergency Medical Advisor (999 Call Handler) – Crawley
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 MedicalAdvisor)?
- 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
Main duties of the job
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.
We will provide full training in a warm, friendly environment in our Emergency Call Centres.
- 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
About us
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
- Staff networks
- Training and development
- Salary Sacrifice schemes for cars or push bikes
- Access to occupational health
- Enhanced DBS check
Job responsibilities
The 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 peoples 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.
You will be required to complete an online Psychometric Test prior to the assessment day.
All successful applicants will be required to undertake an Enhanced DBS check for adults and children.
Person Specification
Qualifications
- Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills OR Evidence within previous employment that they have used Maths and English to GCSE level or higher
- Level 2 in Customer Service or Health and Social Care
Experience
- Previous experience working and communicating with the public
- Ability to communicate with a variety of different people and build rapport
- Experience of working in a computer based role – strong IT skills
- Previous experience working in a team or with stakeholders across a range of settings
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
£24,937 to £26,598 a yearper annum NHS Agenda for Change Section 2 + NHS Unsocial Hours
#J-18808-Ljbffr
Emergency Medical Advisor (999 Call Handler) - Crawley employer: SECamb
Contact Detail:
SECamb Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Emergency Medical Advisor (999 Call Handler) - Crawley
✨Tip Number 1
Get to know the role inside out! Familiarise yourself with what an Emergency Medical Advisor does. This way, when you get that interview, you can show off your knowledge and passion for helping others in emergencies.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with people in distress, it’s crucial to convey empathy and clarity. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Be ready for those multi-mini interviews! They can be intense, but they’re a great chance to showcase your problem-solving skills and how you handle pressure. Think of examples from your past experiences that highlight these abilities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the info you need about the role and the training we offer to help you succeed.
We think you need these skills to ace Emergency Medical Advisor (999 Call Handler) - Crawley
Some tips for your application 🫡
Be Yourself: When you're filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your experiences and what makes you passionate about helping others.
Tailor Your Application: Make sure to read the job description carefully and highlight how your skills match what we're looking for. If you've got experience in customer service or dealing with stressful situations, shout about it!
Show Your Empathy: As an Emergency Medical Advisor, empathy is key. Use your application to demonstrate your caring nature and ability to communicate effectively, especially in tough situations. We want to know how you connect with people.
Apply Through Our Website: We encourage you to apply directly through our website. It’s super easy and ensures your application gets to us quickly. Plus, you’ll find all the info you need about the role right there!
How to prepare for a job interview at SECamb
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand what an Emergency Medical Advisor does. Familiarise yourself with the responsibilities and the skills required, such as empathy, communication, and problem-solving. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This is crucial for a 999 Call Handler. When asked questions, take a moment to reflect before responding. This not only shows that you’re engaged but also allows you to formulate thoughtful answers that highlight your ability to handle stressful situations.
✨Showcase Your Empathy
As an Emergency Medical Advisor, empathy is key. Prepare examples from your past experiences where you’ve shown compassion and understanding, especially in high-pressure situations. This will illustrate your suitability for the role and your commitment to providing patient-focused service.
✨Be Ready for Scenario Questions
Expect scenario-based questions during the interview. These will test your ability to think on your feet and respond appropriately in emergency situations. Practice answering these types of questions by considering various scenarios you might face as a call handler, and how you would approach them.