Job Description
Call Taker – Non Emergency Ambulance Control – L/Derry
Do you have experience in call handling and would like to enter the public sector? Express your interest by applying now!
In this role you will be responsible for receiving and processing all non-emergency calls throughout Northern Ireland. Operate the Computer Aided Dispatch System (CAD) and Integrated Command and Control System (ICCS) in line with Trust policies and procedures. About the role:
1. £12.31 per hour
2. Monday to Friday
3. 37 hours a week
4. Location: Altnagelvin, L/Derry
5. 3 positions available
6. Public sector
7. Temporary role (approx 6 months)
8. Please note deadline for applications is Tuesday 12th August 2025, However, you can register your interest for current and upcoming Council vacancies by applying today.
What you'll be doing in this role:
9. Responsible for receiving, processing and accurately recording patient’s details for all non-emergency calls onto the ICCS System.
10. Operate the CAD System and ICCS System effectively and efficiently to dispatch the most appropriate resource in response to non-emergency requests for transportation as and when required.
11. Communicate with Patient Care Service (PCS) crews using radio protocols in accordance with Control procedures.
12. Deal with routine enquiries from the general public, GP’s, PCS ambulance crews, medical staff and other professional organisations in relation to the routine transportation of patients, referring non routine enquiries to the Control Officer or Duty Performance Manager as appropriate.
13. Assist the Control Officer in liaising with hospital wards, day centres and outpatient clinics to co-ordinate patients’ transportation to maintain efficient use of resources and minimise waiting times.
14. Assist the Control Officer in liaising with Doctors Surgeries and hospital staff with regard to changes in appointment times and/or to facilitate the transportation of patients.
What you'll need for this role:
15. Five GCSEs at Grade C or above, including English Language or equivalent educational qualification plus a minimum of one years’ experience working in a call centre environment or similar ie in a patient, client or customer-focused environment.
16. OR a minimum of two years’ experience working in a call centre environment or similar ie in a patient, client or customer-focused environment.
17. A working knowledge and experience of Microsoft Office Suite or equivalent.
18. Ability to work an alternating shift pattern including weekends.
19. Knowledge of medical terminology is desirable but not required.
20. Successful applicants may be required to attend for a Health Assessment.
21. All staff are required to comply with the Trust’s Smoke Free Policy.
If this sounds like the next step in your career, we’d love to hear from you! Even if you don’t meet every listed requirement, we encourage you to apply – we may have other suitable roles for you.