Job summary
Employer heading
EMS 999 Call Handler
Band 3
Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received. If you are successful and short listed for interview you will be contacted by email using the address with which you registered. Therefore, please ensure you check your email account regularly
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English
Gwahoddir ymgeiswyr i wneud cais yn Gymraeg, ni fydd unrhyw gais a gyflwynir drwy gyfrwng y Gymraeg yn cael ei drin yn llai ffafriol na cheisiadau a wneir yn y Saesneg’
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until the annual pay uplift for 2024/25 is confirmed
Job overview
The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler currently based within the Clinical Contact Center at Llanfairfechan, but relocating to St Asaph in the near future.
Main duties of the job
You will be expected to receive and manage calls for the Emergency Medical Service including 999 call handling.
You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.
The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.
The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.
Due to the nature of working hours and shift patterns applicants must be aged 18 years or over to comply with 'Young Workers at Work Regulations'.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from BME communities and disability groups.
Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
Detailed job description and main responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac
The Clinical Contact Centers are engaged on an exciting modernisation programme and if you feel you have the skills and enthusiasm to join our team and educated to a minimum of 5 grade C GCSEs we would like to hear from you.
The jobholder is required to receive and deal effectively with calls for the Emergency Medical Services, obtaining relevant data from callers in a professional empathetic manner and providing calm reassurance and pre-arrival instructions from protocols where necessary. In addition, the jobholder is required to record details accurately and input information onto the computerised Control and Communications systems, within recognised time-frames and to communicate effectively to convey all relevant information to appropriate parties, including other Control staff, attending crews, hospitals, Health Care Professionals, and other emergency services in accordance with Medical Priority Dispatch Systems (MPDS) and protocols, and Trust policies and procedures. The post holder assists with the implementation of Major Incident Plans, deals with urgent and non-urgent calls as required, and carries out related clerical duties.
Person specification
Qualifications
Essential criteria
- Minimum 5 GCSE’s (or equivalent)
Desirable criteria
- NVQ Level 3 or equivalent
Experience
Essential criteria
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony Skills
Desirable criteria
- Health service experience
- Experience of working in a Call Centre environment
- Experience of working within a multi-disciplinary / multi-agency team.
Skills
Essential criteria
- Excellent interpersonal skills
- Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
- Able to work independently or as part of a team
- Ability to follow and interpret policies and procedures
- Analytical approach to work
- Ability to work under pressure and remain calm
- Typing / word processing skills
- Flexible approach to work
Knowledge
Essential criteria
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
Personal Qualities
Essential criteria
- Regular shift work, including weekends and public holidays
- Able to commute to work in unsociable hours
Desirable criteria
- Evidence of self-development
- Evidence of assisting others to develop
- Ability to speak Welsh
Applicant requirements
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.
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Katie Kaluzny
- Job title
- EMS Co-Ordination Manager
- Email address
- [email protected]
- Telephone number
- 01248 682400
- Additional information
For general queries please contact [email protected]
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