Job summary
Dual Role Integrated Care Call Handler
Band 3
Location: Medway MRCHours: Full Time, Permanent
Ready for your next challenge?
We are excited to launch our new Dual Role Integrated Care Call Handler position, offering our 111 Heath Advisor colleagues the opportunity to develop their skills in the 999 service.
This newly developed role forms part of our vision for a more integrated urgent and emergency care service, providing colleagues with the training, support and experience to confidently manage both urgent healthcare calls and emergency ambulance requests.
Successful applicants will undertake comprehensive training in handling 999 calls. Once fully trained, post holders will work flexibly across both services to support operational demand and deliver the best possible care for our patients.
Main duties of the job
What you'll do
As a Dual Role Integrated Care Call Handler, you will:
- Handle both 111 and 999 calls using NHS Pathways.
- Assess caller needs and identify the most appropriate response.
- Provide clear, compassionate and professional support to callers.
- Deliver life-saving instructions where required.
- Signpost patients to appropriate services and care pathways.
- Support the delivery of safe, effective and patient-centred care.
- Work across both services as part of an integrated urgent care team.
What we're looking for
We're seeking motivated individuals who:
- Demonstrate excellent communication and listening skills.
- Remain calm under pressure and in challenging situations.
- Are passionate about delivering outstanding patient care.
- Can adapt to changing operational requirements.
- Are committed to learning and developing new skills.
Internal Eligibility Criteria
Applicants must demonstrate:
- Audit compliance of 80% or above over the previous six full calendar months.
- Average AHT below 650 seconds over the previous three full calendar months.
- Applicants must have 12 months experience as a 111 Health Advisor.
Why apply?
This role offers:
- A structured development pathway into 999 call handling.
- Enhanced clinical communication and triage experience.
- Greater variety within your day-to-day role.
- The opportunity to be part of a new integrated way of working.
- Ongoing support, coaching and development throughout your training journey.
About us
- Option to join NHS pension scheme
- A minimum 27 days' holiday each year, increasing after 5 years' service.
- Personal and professional development and training opportunities.
- Salary Sacrifice schemes for cars or push bikes.
- Access to occupational health and counselling services.
- Award winning wellbeing hub
- Access to NHS discounts, offering NHS employees a range of money-saving deals.
Other than in exceptional circumstances, the starting salary for staff new to the NHS will be the bottom point of the band to which they have been appointed.
Job description
Job responsibilities
Important Information
The first training cohorts are planned for:
- East: 9th November
- West: 10 November
A talent pool will be established from this recruitment process to support future training cohorts and vacancies.
If you're looking to expand your skills, broaden your experience and play an even greater role in supporting patients across the urgent and emergency care system, we'd love to hear from you.
Person Specification
Experience
Essential
- Educated to GCSE level (or equivalent) including English and Maths.
- Experience of dealing with members of the public in a customer service environment.
- Excellent verbal communication skills.
Eligibility
Essential
- Currently employed as a substantive Integrated Care Call Handler within SECAmb for 12 months.
- Demonstrable experience of handling NHS 111 calls using NHS Pathways
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
SECamb
Address
Medway MRC
Bredgar Road
Medway
ME8 6PL
United Kingdom
Employer's website
Dual Role Integrated Care Call Handler - East EOC in Medway employer: SECamb
At South East Coast Ambulance Service NHS Foundation Trust, we pride ourselves on being an exceptional employer, offering our Vehicle Maintenance Technicians a supportive work environment where professional growth is encouraged through extensive manufacturer training and development opportunities. Located in Banstead, our team plays a crucial role in maintaining a diverse fleet of over 700 vehicles, ensuring that our frontline services are always ready to respond to the needs of our communities. With a commitment to inclusivity and employee wellbeing, we provide generous benefits including a minimum of 27 days annual leave, access to NHS discounts, and a strong focus on health and safety.
