Job Overview
Our 999 Emergency Call Handlers (Emergency Medical Advisors) are people from all walks of life. You will be the first point of contact for callers on 999 and will gather vital information, provide reassurance, and triage callers so they receive the right level of care.
Key Responsibilities
* Act as the first point of contact for emergency calls, obtaining accurate patient information.
* Enter details into the computer system and categorise the seriousness of the condition to determine appropriate care.
* Provide advice or reassurance under difficult circumstances.
* Follow the 999 call handling protocols and document clinical and administrative information.
Training & Development
* 9 weeks full‑time training (including 3 weeks classroom followed by 6 weeks observational and mentoring periods).
* Training is mandatory for all applicants, even part‑time.
* Accommodation and supervision to obtain the Pathways licence.
* The role is office‑based at NHS 111/999 contact centres in Medway, Kent or Crawley, West Sussex.
Working Hours & Locations
The position requires working a 24/7 rota including nights, weekends and unsocial hours. Applicants must live within a 45–60 minute commute of the service centre. Flexible working is available on a fixed rota pattern.
Salary & Benefits
* £25,760 – £27,476 per annum (£13.17 per hour), with additional earn‑potential for unsocial hours.
* Shift bonuses: £17.78 per hour 8 pm–6 am Monday–Friday & all‑day Saturday; £22.26 per hour Sundays & public holidays.
* 35 days annual leave (inclusive of Bank Holidays) pro‑rata.
* Free parking and Blue Light card discount.
* Generous NHS Pension Scheme, wellbeing hub, staff networks and training.
* Salary sacrifice schemes, occupational health access and enhanced DBS check.
Staff new to the NHS normally start at the bottom of the band, unless relevant NHS or equivalent experience is demonstrated.
Conditions and Policies
Patient‑facing staff are strongly encouraged to be fully vaccinated against SARS‑CoV‑2, unless medically exempt. Disclosure and Barring Service (DBS) checks will be carried out at the appropriate level for the role. All staff will apply in a timely manner regarding vaccine status and DBS requirements.
Equality & Inclusion
The Trust is passionately committed to being an inclusive employer. We offer a range of family‑friendly, inclusive employment policies, flexible working arrangements, staff engagement networks, facilities and services to support staff from different backgrounds. We actively support equality of opportunity for all staff and welcome applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy, maternity, race, religion or belief. The Trust aims to reflect the diversity of our community in its workforce and guarantees an interview for candidates with disability who meet the essential criteria specified. We encourage applications from Black, Asian, Minority Ethnic and disabled applicants and those from other under‑represented groups. The Equality Act 2010 protects disabled people, including those with long‑term health conditions, learning disabilities and hidden disabilities such as dyslexia. We will make reasonable adjustments to ensure any selection processes are fair and equitable.
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