Emergency Medical Advisor (999 Call Handler) - Medway
Our 999 Emergency Call Handlers are people from all walks of life, who share common values of caring and empathy. You are the first person our patients speak to when they call 999 in an emergency.
What makes a great 999 Emergency Call Handler?
* All are caring and empathetic
* Great communication skills
* 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 responsible for ensuring correct information is obtained from the caller while offering advice or reassurance under difficult circumstances. You will enter details into a computer system about the patient and their condition which categorises the seriousness of the illness or injury to ensure the patient receives the most appropriate care, such as 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
* Full‑time, even for part‑time applicants
* ‘Must’ attend policy due to Pathways licence requirement
* 3 weeks classroom training Monday to Friday, followed by 6 weeks of observing and mentoring before you go ‘live’
This is a fully office‑based role at our NHS 111/999 contact centres in Medway, Kent or Crawley, West Sussex. Due to 24/7 shift patterns, including nights, applicants must live within approximately 45‑60 minutes’ commuting distance. Applications outside this distance will not be progressed.
If you are planning to relocate, please include details and timescales in your supporting statement.
About us
As we are a 24/7 service, this role involves working a varied shift pattern including early, late, night and weekend shifts on a rota. These rotas are fixed to ensure safe provision to our patients. If you require to work nights only, this can be catered for.
For a detailed insight into the Call Handler role, please see the information slides attached to this advert.
What we can offer you
* Competitive salary of £25,760 – £27,476 with extra earning potential with unsocial hours allowance
* Unsocial hours enhancements – shift bonus for hours between 8pm and 6am Monday‑Friday and all‑day Saturday (approx. £17.78 per hour), Sundays and Public Holidays (approx. £22.26 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
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 responsibilities
The role of an Emergency 999 Call Handler (Emergency Medical Advisor)
The call handler works in one of our two Emergency Operation Call Centres, using the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life‑threatening conditions. Duties include offering lifesaving advice while an ambulance is en route, directing callers to suitable services and ensuring accurate assessment of patients.
This role can be demanding, challenging, and rewarding; it is not for everyone. Applicants must have the skills to handle stressful and emotional situations while demonstrating compassion and empathy to all callers, regardless of the situation.
* Demonstrate personal commitment to facilitate the delivery of a patient‑focused service
* Show drive and passion to make a difference to people’s lives and personal resilience to work in a high‑pressure environment
* Work well within a team and independently, with fast and accurate typing skills and a good standard of education or equivalent experience
* Remain calm under pressure, solve problems, and possess excellent interpersonal skills with an empathetic nature
Further Information
The interview process will consist of 6 Multi‑Mini Interviews (MMI’s), a call‑listening element, and a tour of the Emergency Operations Centre.
Prior to the assessment day you will be asked to complete an online psychometric test.
All successful applicants will be required to undertake an Enhanced DBS check for adults and children.
Qualifications
* Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills, or evidence from previous employment of GCSE level or higher Maths and English use
* 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 people and build rapport
* Experience 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 1975 and requires a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
£25,760 to £27,476 a year – NHS Agenda for Change Section 2 + NHS Unsocial Hours
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