Overview
999 and 111/999 CALL TAKER/HEALTH ADVISOR in our CLINICAL CO-ORDINATION CENTRE within the IOW NHS TRUST. Band 3 - £24,937 - £26,598 (pro rata for part-time). Part-time Permanent Role (21.5 hours per week).
We are recruiting for 999 and 111/999 call takers to join #TeamIOWNHS. Working from our Clinical Co-Ordination Centre, you will be the first line of support for patients calling 111 or 999 who need help or advice. You will handle a wide range of calls and require resilience and emotional strength as you support unwell and upset patients at their time of need. This is a highly pressurised environment where you may be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious, or hysterical. The post is a 24 hour role with a full range of shifts including Days, Lates and Nights of up to 12 hours, with enhanced pay for unsocial hours.
Assessment sessions are due to take place week commencing 17th November with follow-up formal interview week commencing 24th November. This advert closes on Tuesday 11 Nov 2025.
Job purpose
To provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service.
Job statement
* To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate.
* To have knowledge of facts, principles, processes and general concepts to carry out a range of duties.
* Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals.
* Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
* Accurately record, check or amend details on the call logging computer system.
* Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services.
* Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.
Additional information
We serve a population of approximately 150,000 residents, offering variable and personalised services with a flexible approach. Benefits include an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire the Trust’s beach hut in Ryde. Flexible working opportunities may be available.
The Isle of Wight is located off the South Coast of England, with short travel times to Portsmouth and Southampton. London can be reached in about 90 minutes by rail from Southampton or Portsmouth.
Our 2020-2025 strategy focuses on providing excellent and compassionate care. We welcome applications from under-represented groups to support an inclusive and diverse workforce.
You will be working in a fast-paced environment and must be able to adapt to change quickly. You do not need previous experience in health care. For more detail, review the attached job description and person specification. Previous candidates need not apply.
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