Post: 111 Health Advisor Pay: £ 12.45 per hour whilst training and £12.67 per hour once the shadowing phase is passed. Enhancements are available for shifts from 20:00-24:00 Mon-Fri 30% and all day on Saturday and Sunday 45% Hours: We are looking for predominately evening and weekend staff. Full Time/Part Time contracts available, including flexible and fixed hours The training course for this role is beginning Monday 28th July 2025 The training course is 2 weeks, full time Monday - Friday 10:00am - 4.30pm. You must be available to attend this full training session. Accountable to: 111 Service Lead Reports to: 111 Operational Support Team Base: Newfield House, Vicarage Lane, Blackpool, Lancashire, FY4 4EW Job Summary You will be joining a team that is dedicated to supporting our community in some of their worst times. If you like a challenge and thrive working in a fast-paced environment, then 111 is an ideal role. This role is so rewarding. Through callers challenging times, we make a real impact; ensuring assessments are timely, accurate and supportive, providing a service that will benefit the local community, and no doubt some of our family and friends. The role of a 111 Health Advisor is a highly varied one and you can expect an incredibly busy work environment where no two days are the same. Patient care is our utmost priority, and you will remain calm and professional even when dealing with high call volumes and challenging or distressed customers. This is a hugely important role, and you can be supporting a mental health-based call, talking someone through CPR to raising an ambulance. FCMS Health Advisors answer approximately 27,400 call per week. Flexibility to work a variety of shifts is essential in this role. Nationally the 111 service is 24/7. FCMS provide the 111 service between 7am 12 midnight, 365 days a year. Therefore, you must be able to work shifts across evenings, weekends and Bank Holidays. Full-time and part-time are available, and we offer flexible and fixed contract shifts. Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Duties and Responsibilities The responsibilities of a 111 Health Advisor. By telephone, to provide a fast, accurate and effective 111 service to a patient in likely an emergency setting to identify the best route of care for them dependant on their symptoms. To take, record and process highly personal information received, with accuracy and concisely using nationally recognised software.Relevant information will need to be identified and logged as data on to a computer. IT skills are important. At the extreme, working in this role, you could save a life. How we support our health advisors is to expect that they pass assessments at regular stages of a training course. In this role, you will complete an intensive training programme that we provide at the start of your journey with us. We will train you on a programme called NHS Pathways, that requires approximately 150 hours of training to be able to use the software in a safe, effective, and efficient manner alongside any other recognised training for development. Part of the role can be to provide a professional and high-quality telephone call taking service for local health care services i.e., District Nurses/GP practices. To be able to gather essential information in the least possible time while remaining polite and courteous we are trying to route our patients to the best care in the quickest way. To be able to follow strict procedures and protocols at all times this is a high-pressured role, and we need to ensure that the patient is safe at all times. Ensure full patient confidentiality at all times. To work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patients needs To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities To be flexible and work in a service that delivers care from 0700-2400, 7 days a week. There is a lot of opportunity to work daytime, evening, weekend, overnight shifts. 111 calls increase when traditional GP care routes are closed, so Bank holidays are some of our busiest times, we expect that all of our advisors work across this. We welcome applications from candidates from a variety of backgrounds as we want our 111 Health Advisors to reflect the diverse patient population we serve. This is a demanding role, working with members of the public in sometimes particularly difficult and distressing circumstances. To thrive in this role, previous experience in an extremely busy telephony-based role / care setting or customer service-based role OR a desire to work in this type of environment is necessary. The above list of duties and responsibilities is not intended to be fully comprehensive and may be amended to take account of changing circumstances or requirements following consultation with the post holder. Our key expectations are: Self-awareness Living authentically Adaptability- Being ready to adjust depending on the situation Openness What you see is what you get Positivity with a real sense of being able to strive for the impossible Generosity of spirit- Everyday should be an opportunity to act with kindness Ability to have fun Taking the role seriously, whilst being yourself Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next. Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA: Fun: People rarely succeed unless they are having fun. Happiness is healthy! Awesome: We arent here to be average, were here to be awesome! Humble: Were here to make a difference to the lives of others, NOT to see how important we can become Brave: We challenge the norm. We have the courage to get the difficult jobs done Oompf: We have natural oompf! Its infectious! Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity Come and be a part of our amazing team! We offer NHS Pension Cycle to Work Scheme Career Development Opportunities Attendance Bonus Staff Benefit Scheme Free Tea & Coffee Eye Care Contributions Educational To follow safe working practices and to always comply with local Safety Policies and Procedures To ensure confidentiality on all matters relating to patients and information obtained during employment and not to release such information to anyone other than those acting in an official capacity as instructed Maintain good relationships with other members of the staff team across all disciplines Contribute to the identification of own training needs and participate in relevant in-service training Where necessary attend relevant training in the operation of new or unfamiliar equipment, software or procedures will be provided or arranged. Confidentiality In the course of your duties, you may have access to confidential information about patients, staff or health service business.On no account must such information be divulged to anyone who is not authorised to receive it.Confidentiality of information must be always preserved whether at or away from work.FCMS has in place a Whistle blowers Policy for staff wishing to express concerns. Data Protection Act, 1998 Carry out any requirements within the duties applicable to the Data Protection Act, 1998. Health and Safety At Work Act, 1974 Observe all responsibilities and carry out all duties, whether general to all employees or specific to the post, relating to Health and Safety in accordance with the Practice and Departmental Safety Policies and any statutory requirements. Clinical & Corporate Governance/Quality Assurance All employees are expected to comply with the clinical and corporate governance arrangements of FCMS. Every employee is personally responsible for the quality of the work, and standard of care, which they individually provide.It is their duty to seek to attain the highest standards achievable both individually and collectively within their knowledge, skills and resources available to them. Outside Employment/Outside Interests If you have other work or outside interests, this must not conflict with your duties and responsibilities of your attendance for work as an employee of the Practice. It is a condition of appointment that you must inform your manager before taking up of any private practice, work for outside agencies or other employers, other work for this Practice (including bank work), voluntary work or outside interests you have or propose to have.This is to ensure there is no question of it creating a conflict of interest with your NHS duties.You must also therefore seek your manager's approval before taking on any such other work or outside interest at any time after entering employment. Working Time Directive You are required to comply with the regulations governing working time and to any locally agreed associated arrangements. Harassment and Bullying The Practice condemns all forms of harassment and bullying and is actively seeking to promote a workplace where employees are treated with dignity, respect and without bias. Equal Opportunities In all the foregoing text any reference to one gender whether direct or implied equally includes the opposite gender unless specifically stated to be otherwise. Fire Training Each member of the staff has a statutory obligation to attend a Fire Lecture each year.It is the responsibility of each member of staff to ensure that they comply with this legal requirement. No Smoking Policy FCMS has a no smoking policy Disclosure/Criminal Record (DBS) This post will be subject to enhanced disclosure under DBS. The role is subject to a DBS check which will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence). Person Specification Values & Behaviours Essential Commitment to providing a service that meets the demanding needs of the patients. Ability to work effectively in a team to achieve shared goals for the interest of the patient. Ability to accept feedback for the opportunity to enhance performance. A dedication to providing a service that you would wish your friends and family to receive. Demands of the role Essential To be able to speak to people by telephone in a busy virtual care setting. Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role. Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury Education Desirable GCSE/O Level English and Maths Knowledge & Experience Essential Knowledge that you want to work in this environment Desirable Telephony experience Health Care Setting Customer Service experience Skills & Capabilities Essential Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer. Ability to remain calm under pressure. IT skills, and the confidence to input data as you talk. Excellent organisational skills, there are lots of parts of the process to delivering great care. Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality. Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staffto share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible. ADZN1_UKTJ