Job summary
Are you a calm and professional communicator with customer service experience? We are looking for our new Dorset Integrated Urgent Care Services (DIUCS) SPOA Call Advisor. You will be the first point of contact for the service user providing a safe, responsive and patient-focused service to those requiring assistance and information.
Joining our team as a SPOA call Advisor, you will deal with calls from a range of health and social care settings including staff from hospitals, nursing homes, social services and ambulance crews, ensuring all calls are managed efficiently and courteously and all information is accurately recorded.
DIUCS provides a streamlined urgent care pathway across Dorset to help Health Care professionals access the advice or treatment they need more quickly and make better use of local NHS resources.
We operate 365 days of the year, between the hours of 07:00 to 23:00. Shifts include evenings, weekends and public holidays.
Employment in this post requires a Standard Disclosure and Barring Service (DBS) check, which the Trust will cover the cost of. Applicants who subscribe to the DBS update service can present a valid DBS certificate instead of requiring a new check.
Applications from candidates that require current Skilled worker sponsorship to work in the UK are unfortunately ineligible to apply for this position.
Main duties of the job
Receive requests for assistance, treatment or care. The requests may be from healthcare practitioners or other professionals.
Answering the calls in an efficient and courteous manner using organisational standards and protocols. This will involve completing referral forms via SystmOne
Take detailed and thorough information from the referring Health care professional using set templates and checking capacity of services required to ensure callers receive the most appropriate care provided by the most appropriate service.
Ensure the timely assessment, questioning and accurate recording of all referred patients requiring urgent assistance.
Receive contacts by telephone, and other means, from healthcare professionals requesting medical referral assistance and advice. To assess risk and patients' needs through the application of set referral forms, in order to refer to appropriate services or Clinical Advisors where appropriate and to record all information in an accurate, timely and secure manner.
About us
At Dorset HealthCare we're on a mission to empower people to make the most of their lives through our outstanding, joined-up healthcare services. We're a dynamic, forward-looking Trust, running 12 community hospitals, specialist inpatient facilities and a wide range of integrated community and mental health services for a population of almost 800,000 people.
We do things differently here - it's one of the reasons the CQC rated us 'outstanding' in 2019. It's also why 95% of patients across our services say they have a good or very good experience of our services and 89% of staff feel they can really make a difference. Whether you're looking to work with us in one of our bustling market towns, vibrant urban locations, thriving seaside spots, or among the rolling hills of Dorset, there are lots of ways you can make a difference in our communities.
Our 7,000-strong workforce is at the heart of what we do and our success is a testament to our brilliant people. We're all about building a workplace for the future, we believe in equal opportunities and we celebrate diversity. We're an inclusive workplace, where everyone is welcome, everyone can be authentic, and we are all encouraged to be the best version of ourselves.
Working with us you'll be part of a strong team, challenge yourself, build a career, and teach us what we don't know. And you'll be working towards our vision to be better every day through excellence, compassion and expertise in all we do.
Details
Date posted
17 February 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,937 to £26,598 a year p.a. pro rata for part time
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
152-C349.25A
Job locations
Dorset Integrated Urgent Care Hub Acorn Building
241 Ringwood road
St Leonards
BH24 2AD
Job description
Job responsibilities
For the main duties and responsibilities for this role please read the attached job description and person specification. When completing your application please ensure your supporting statement reflects the criteria set out in these documents by showing how your experience and skills apply to this post.
We understand that using AI can be a useful and supportive tool when completing your application. However, we have also seen an increase in the over-reliance of AI tools which is negatively impacting applications as they remove candidates individuality, and it becomes much harder to get a sense of who you are and your authentic experience. If you do use AI, it should be used to enhance your application and not to create your supporting statement in its entirety. If we suspect you have used AI to create your supporting statement and this does not match your experience, we may withdraw your application.
As part of our vision to have a skilled, diverse and caring workforce, Dorset HealthCare offers support for people getting into work. We offer an employability service to support individuals with application writing, interview skills and other employment support. If you would like or know of anyone who would value this support, please do contact
Job description
Job responsibilities
For the main duties and responsibilities for this role please read the attached job description and person specification. When completing your application please ensure your supporting statement reflects the criteria set out in these documents by showing how your experience and skills apply to this post.
We understand that using AI can be a useful and supportive tool when completing your application. However, we have also seen an increase in the over-reliance of AI tools which is negatively impacting applications as they remove candidates individuality, and it becomes much harder to get a sense of who you are and your authentic experience. If you do use AI, it should be used to enhance your application and not to create your supporting statement in its entirety. If we suspect you have used AI to create your supporting statement and this does not match your experience, we may withdraw your application.
As part of our vision to have a skilled, diverse and caring workforce, Dorset HealthCare offers support for people getting into work. We offer an employability service to support individuals with application writing, interview skills and other employment support. If you would like or know of anyone who would value this support, please do contact
Person Specification
KNOWLEDGE, SKILLS AND TRAINING
Essential
* Good level of literacy and numeracy. NVQ 3 or equivalent experience
* Excellent written communication skills
* Excellent oral and aural with ability to record details accurately
* Demonstrate Critical Thinking Skills
JOB SPECIFIC EXPERIENCE
Essential
* Previous customer service experience
* Good level of IT and Keyboard skills
Desirable
* Previous experience of call handling or telephone work
* Previous experience of working in the voluntary or health sector
* Knowledge of first aid/basic anatomy
INFORMATION TECHNOLOGY/RESOURCES
Essential
* Good level of IT and Keyboard skills
Desirable
* Experience of using work based role specific systems
KNOWLEDGE, SKILLS AND TRAINING
Essential
* Ability to appropriately manage challenging and stressful situations
* Ability to demonstrate resilience
Person Specification
KNOWLEDGE, SKILLS AND TRAINING
Essential
* Good level of literacy and numeracy. NVQ 3 or equivalent experience
* Excellent written communication skills
* Excellent oral and aural with ability to record details accurately
* Demonstrate Critical Thinking Skills
JOB SPECIFIC EXPERIENCE
Essential
* Previous customer service experience
* Good level of IT and Keyboard skills
Desirable
* Previous experience of call handling or telephone work
* Previous experience of working in the voluntary or health sector
* Knowledge of first aid/basic anatomy
INFORMATION TECHNOLOGY/RESOURCES
Essential
* Good level of IT and Keyboard skills
Desirable
* Experience of using work based role specific systems
KNOWLEDGE, SKILLS AND TRAINING
Essential
* Ability to appropriately manage challenging and stressful situations
* Ability to demonstrate resilience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Dorset HealthCare University NHS Foundation Trust
Address
Dorset Integrated Urgent Care Hub Acorn Building
241 Ringwood road
St Leonards
BH24 2AD
Employer's website
(Opens in a new tab)
Employer details
Employer name
Dorset HealthCare University NHS Foundation Trust
Address
Dorset Integrated Urgent Care Hub Acorn Building
241 Ringwood road
St Leonards
BH24 2AD
Employer's website
(Opens in a new tab)