EEAST is a great place to work, great people, great career opportunities and a career that can take you anywhere. No two days are the same, if you are looking for a varied and supportive environment EEAST can offer you that and more!
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Job overview
Answer operational calls that come into the EOC. Utilise the chosen clinical triage software system in order to prioritise calls as soon as possible. Enter information into the Computer Aided Dispatch (CAD) system accurately and promptly. Provide prearrival advice to callers where appropriate.
The role is a 24/7 post so staff will be required to be available to work shifts covering days. nights and weekends.
The post holder will be expected to provide leadership and support to call handlers, specifically in terms of mentorship, reflective practice, on-going development.
You will need to be assertive, tactful, responsible and amenable.
This is a busy but rewarding role which will suit someone who enjoys making decisions, adapting quickly to changing itineraries and the satisfaction gained from providing excellent customer service for the hospitals and our patients.
Main duties of the job
1. Form part of a team of Call Handlers and Senior Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Where business continuity requires it, there may be a need to handle calls for one of the Trusts other two EOCs or to relocate to one of them on a temporary basis.
2. To respond to all incoming telephone calls to the EOC, giving emergency calls priority over non-emergency calls; placing lower priority callers on hold when required, to achieve this.
3. Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software.
4. Receive and record telephone calls from a range of personnel including hospital staff; other Health Service professionals and other Emergency Services. Inform other emergency services/agencies (for example Police/Fire/Coastguard) of incidents that may require their attendance or awareness.
5. Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority. This is the means of ensuring that patients receive a response intended to reach them in a timely manner for their condition, whilst also indicating the right type of resource that should be allocated.
Working for our organisation
You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.
Detailed job description and main responsibilities
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.
How to apply
Step 1 - Read the advert and the Job Description and Person Specification (attached)
Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.
Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
Person specification
1 - Qualifications
Essential criteria
1. 4 GCSEs at grade C or above (or an equivalent qualification) including English
2. RSA Level 3, (or equivalent keyboard skill)
3. MPDS certification
Desirable criteria
4. EMD-Q certification
5. EMD Mentor
6. Instructional methods qualification ()
2 Experience
Essential criteria
7. 2 years' experience in MPDS call handler role
Desirable criteria
8. Customer service experience
9. Experience in training within call centre environment
Skills and Knowledge
Essential criteria
10. Effective verbal and written communication skills
11. Work on own initiative
12. Prioritise and undertake numerous tasks simultaneously
13. Remain calm under pressure
14. The ability to take and record information accurately
15. Use of Information Technology such as windows based systems and also Information Communication Technology such as telephony, email, fax
Personal attributes
Essential criteria
16. Leadership
17. Determination to meet targets
18. Ability to judge priorities when dealing with emergency situations
Desirable criteria
19. An interest in developing new staff through mentorship and coaching
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Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.
References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.
All appointments will be subject to currently having a clean disciplinary record.
Please be advised that a No Smoking Policy is in operation throughout the Trust.
Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.