Job Overview
Your NHS needs YOU! As a 999 Emergency Call Handler (Emergency Medical Advisor) you will be the first point of contact for those calling 999 in an emergency. You will use the NHS Pathways system to assess callers and provide life‑saving advice while an ambulance is on its way.
Main Duties
We offer a comprehensive 9-week training programme. The curriculum includes 3 weeks of classroom learning, followed by 6 weeks of workplace observation and mentoring before you begin handling live calls. Applicants must attend the entire programme to obtain the Pathways licence.
Note: This is an office‑based role located at our NHS 111/999 contact centres in Medway or Crawley, West Sussex. Due to 24/7 shift patterns you must live within 45‑60 minutes’ commute of the centre. Please include relocation details in your application if you plan to move.
Working Hours & Pattern
Shift work on a rota pattern, covering early, late, night and weekend shifts. Rotas are fixed to ensure safe patient provision. If you require night‑only work this can be accommodated.
Benefits
* Competitive salary £25,760 – £27,476 (AFC Section 2) with unsocial hours allowance.
* Unsocial hour re‑rating: 8 pm–6 am Monday–Friday and all‑day Saturday earn a shift bonus (~£17.78/hr); Sundays and public holidays (~£22.26/hr).
* 35 days annual leave plus bank holidays (pro‑rated).
* Flexible rota pattern.
* Free parking.
* Blue Light discount card.
* Generous NHS pension scheme.
* Wellbeing hub.
* Staff networks.
* Training and development.
* Salary sacrifice schemes for cars or push bikes.
* Access to occupational health.
* Enhanced DBS check.
* Bonus scheme.
Note: New NHS staff start at the bottom of the band unless higher level experience is demonstrated.
Job Description
The 999 Call Handler uses NHS Pathways to provide urgent care advice, ranging from providing life‑saving advice during ambulance transit to directing callers to appropriate services.
* Demonstrate high personal commitment to patient‑focused service.
* Show drive and passion to make a difference while maintaining resilience in a high‑pressure environment.
* Work well as part of a team and independently; possess fast, accurate typing skills; meet minimum educational requirements.
* Remain calm under pressure, solve problems quickly, and demonstrate excellent interpersonal and empathetic skills.
Selection Process
The interview includes 6 Multi‑Mini Interviews (MMIs), a call‑listening element and a tour of the Emergency Operations Centre. Prior to the assessment day you will complete an online psychometric test. All successful applicants must undertake an Enhanced DBS check for adults and children.
Essential Qualifications
* Maths, English and ICT skills – GCSE level or higher, or evidence of equivalent use in previous employment.
Desirable Qualifications
* Level 2 in Customer Service or Health and Social Care.
Essential Experience
* Previous experience communicating with the public.
* Ability to build rapport with diverse audiences.
Desirable Experience
* Experience in a computer‑based role with strong IT skills.
* Experience working in a team or with stakeholders across varied settings.
Equality & Diversity
We are committed to a diverse and inclusive workplace. The Trust encourages applications from individuals of all ages, disabilities, genders, sexual orientations, pregnancy and maternity, races, religions and beliefs. We provide reasonable adjustments for disabled applicants and are committed to offering accessible support.
The Equality Act 2010 protects disabled people, including those with long‑term health conditions or learning disabilities. We guarantee an interview to candidates with disability who meet essential criteria and make reasonable adjustments throughout the selection process.
Vaccination Policy
All patient‑facing positions require full COVID‑19 vaccination unless medically exempt. Only a suitable vaccination record or exemption will be accepted.
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