Health Advisor - 111/999 Call Taker

Health Advisor role taking 999 and 111 calls in the North East Ambulance Service NHS Foundation Trust's operations centres. The work is triaging callers with a computerised clinical assessment tool and directing patients to the right care, from an ambulance to a GP or dental appointment. No medical knowledge is needed as full training is given, and the 24/7/365 rota includes Bank Holidays and Christmas. Calls involve serious illness, injury and death, so candidates should weigh their own resilience first.

What the job involves

• Take 999 and 111 calls as the first point of contact for patients, healthcare professionals and other callers
• Ask questions to assess callers' needs in a pressurised environment
• Record patient demographics and clinical information using NHS Pathways
• Direct patients to the most appropriate healthcare professional or service, from ambulance response to GP, dentist or community services such as walk-in centres
• Give basic advice and health information to 111 callers
• Complete a career progression programme to take 999 emergency calls within 12 months
• Work at the Trust's alternative sites on occasion
• Work Bank Holidays, including Christmas, on the 24/7/365 rota

What’s required

Qualifications

• 3 GCSEs at grade C or equivalent including English, or a higher qualification in any area, or previous call-answering experience in an extremely busy or stressful environment

Experience

• Evidence of additional training and a willingness to learn
• Resilience: remaining calm under pressure, juggling priorities in emergencies and making sound decisions

Skills & knowledge

• Excellent communication, listening and computer skills
• Ability to converse under pressure with members of the public
• Accurate spoken and written English for documenting and giving instructions

What’s offered

• Full initial training in call handling and systems
• Career progression programme to take 999 calls
• Unsocial hours payments under Section 2 NHS terms
• Potential earnings of £31,500 to £34,000 a year including unsocial hours payments, depending on rota
• Bank Holidays worked added to holiday allowance
• Wellbeing support throughout training and employment

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