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Emergency Health Advisor (Previously 999 Call Handler)
Band 3
Main area Emergency Health Advisor (EHA) Grade Band 3 Contract Permanent Hours
* Full time
* Part time
* Job share
* Flexible working
37.5 hours per week Job ref 174-EHA-090625
Site Wakefield & York Town Wakefield WF2 0XQ & York YO30 1XW Salary £24,625 - £25,674 Per annum Salary period Yearly Closing 19/06/2025 23:59 Interview date 12/07/2025
Job overview
Yorkshire Ambulance Service are currently looking for Emergency Health Advisors (EHA) (Previously 999 Call Handlers), full-time and part-time shift working is available.
Full-time salary £24,625 rising to £25,674 after 2 years (pro rata for part time employees)
We also offer an attractive shift allowance for unsocial hours which can attract an enhancement of up to a maximum of £429.00 per month gross (pro rata for part time employees).
The unsocial hours are:
Saturday: midnight to midnight and any weekday after 8pm and before 6am
All time on Sundays and Public holidays: midnight to midnight
Full-time and part-time hours with flexible working options available
Help us to save lives and deliver the best outcomes for patients in emergency and non-emergency situations with a career in the Yorkshire Ambulance Service.
Working for us is an experience like no other, it is a great privilege to play a part in saving and changing lives. You could be walking somebody through CPR to help to save a life or you could be helping to bring new life into the world.
You can make an invaluable difference every day to patients by providing help and support to people at their time of need.
Yorkshire Ambulance Service NHS Trust are now recruiting 999 Call Handlers in our Emergency (999) Operations Centres based in Wakefield and York.
Full training will be provided.
Main duties of the job
As an Emergency Health Advisor (EHA), your role is to answer Emergency and Non-Emergency calls within our Emergency Operations Centre (EOC). This could include:
Taking Emergency Calls from members of the public and giving the appropriate advice to care for the patient until the ambulance arrives on scene.
Taking emergency calls from the Police and Fire Services.
Taking emergency and non-emergency bookings from Health Care Professionals (HCPs), Nurses and Hospitals for patient transfers.
Informing Police, Fire and other agencies about incidents.
Assisting ambulance crews and dispatchers with information and directions as and when necessary, e.g. during a major incident.
The attached example rota includes a mixture of working unsociable hours, weekends, bank holidays and the Christmas/New Year period.
Working for our organisation
Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.
We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.
We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.
Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.
Flexible working including part-time hours, job shares and flexible hours, agile working (role dependent )
27 days annual leave, increasing to 33 with service.
Contributory Pension.
Car lease and other salary sacrifice schemes.
Dedicated employee assistance and counselling service.
Opportunities for research participation, career progression and ongoing development.
Well respected, committed and supported staff networks for our workforce.
Detailed job description and main responsibilities
As a minimum, you must have 5 GCSEs at grade C or above including English Language or an NVQ Level 3 in a relevant subject. If you do not have these but have vast experience in customer service/admin roles we would also like to hear from you.
When writing your supporting information, please refer to the Person Specification and include specific examples of times where you have demonstrated the skills required for this role.
If you are successful at the shortlisting stage of the process, you will be required to complete an online assessment; if the assessment is passed then you will be invited to our Wakefield headquarters on Saturday the 12th July 2025 to complete a further call handling assessment. If you pass the call handling assessment, you will be offered an interview on the same day. If you are not free to attend the assessment on Saturday the 12th July 2025, please apply when we next advertise as there are no alternative dates planned for this current vacancy .
Training courses start from August 2025 onwards.
The training programme is 11 weeks in length and consists of classroom training and mentorship in the Emergency Operations Centre.
Initially, the classroom training is 6 weeks full-time which requires 100% attendance, after which a mentorship period of approximately 150 hours (4 weeks) will follow. Any absences during the first 6 weeks may result in the conditional offer of employment being withdrawn.
Staff will return to complete 3 days of classroom training in week 11 of their employment.
Staff are required to be flexible with their shifts during any mentorship as they will be following their mentor’s rota. Mentorship rotas will be shared with you as soon as possible. Mentor rotas are full-time.
Previous applicants who have been unsuccessful at interview may not re-apply within 3 months of the interview date.
Previous applicants who have been unsuccessful in the training course for EMD/EOC within the last 6 months need not apply.
Person specification
Qualifications
* Educated to GCSE level with 5 grades A to C, or NVQ level 3, one of which must be in English Language or able to demonstrate the equivalent level of experience
Experience
* Minimum of 2 years’ experience working in a patient/customer focused environment
* Experience of working in a call centre environment
Personal/other
* Able to manage highly stressful situations and make sound decisions
* Demonstrates sensitivity to the needs of individuals and groups
* IT literate
Yorkshire Ambulance Service NHS Trust is committed to having a diverse and inclusive workforce which reflects the communities and patients we serve across the Yorkshire region. Our ambition is to work together to promote a more inclusive environment, which attracts candidates from all sections of the community and signals our commitment to embracing diversity and promoting inclusivity.
As an inclusive organisation we welcome applicants irrespective of people’s age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We particularly encourage applications from people who are underrepresented within our sector, including people with lived experienced from Black, Asian and minority ethnic backgrounds, people from the LGBT+ community, people with caring responsibilities and people with disabilities. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process, for applicants who meet the essential criteria for the job vacancy, and consideration of reasonable adjustments for people who have a disability under the “Disability Confident Scheme”.
Please note the salary range stated in advertisements is calculated on a pro rata basis if the vacancy is part time.
Please note, certain benefits above may differ for zero hours workers, including annual leave entitlement, which is determined in line with working time directive regulations.
Disclosure and Barring Service
Yorkshire Ambulance Service NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to a Disclosure & Barring Service check (DBS). Should this position be subject to a DBS check the cost will be recovered from your salary as a one-off payment. Currently the charges made by the Disclosure and Barring Service (incl. application fee) are £54.40 for an enhanced check and £26.40 for a standard check.
Any correspondence regarding an application will be sent electronically via the Trac Jobs Website to the email address that was provided at the time of the application. It is important, therefore, that you read your emails on a regular basis and respond as necessary.
The Yorkshire Ambulance Service Trust reserves the right to close adverts before the published closing date due to high volumes of applications received.
Please note, the selection processes at Yorkshire Ambulance Service are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of Artificial Intelligence (AI) in applications are monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.
Our values underpin everything we do and how we do it; Kindness, Respect, Teamwork, Improvement.
Employer certification / accreditation badges
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Name EOC Recruitment Team Job title EOC Recruitment Team Email address yas.eocrecruitment@nhs.net Additional information
For further details contact:yas.eocrecruitment@nhs.net
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