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Job summary

Main area
111, Health Advisor, Call Handler, NHS, Ambulance, Contact Centre, Call Centre, Customer Service
Grade
Band 3
Contract
Permanent
Hours
  • Full time
  • Part time
37.5 hours per week (15 - 37.5 hours per week)
Job ref
278-111HAG-2506-RH
Employer
South East Coast Ambulance Service NHS Foundation Trust
Employer type
NHS
Site
Medway Make Ready Centre
Town
Gillingham
Salary
£22,816 - £24,336 per annum
Salary period
Yearly
Closing
05/07/2024 23:59

Employer heading

South East Coast Ambulance Service NHS Foundation Trust logo

111 Health Advisor (Call Handler) - Gillingham

Band 3

South East Coast Ambulance Service NHS Foundation Trust (SECAmb) has a vision to ‘support our staff to provide a caring, high quality and efficient urgent and emergency care service to our communities’. We are rated ‘Good’ for care by the Care Quality Commission and while the other areas under their most recent report require improvement, our aim is to continually improve and to reach outstanding across all areas of the Trust.

Our 4,000+ workforce provide services to 4.9m people across Kent, Surrey, Sussex and North East Hampshire. We handle over 1 million calls to 999 and 1 million calls to NHS 111 every year. More information regarding our services and locations can be found on our website.

Job overview

111 Call Handler (Health Advisor) - Gillingham

Join your local Ambulance Service! Your NHS needs YOU!

Our NHS 111 Call Handlers (Health Advisors) are people just like you: people who have come to us from all walks of life, from different backgrounds and age groups, people who all have the same things in common.

You are the first person our patients speak to when they call 111, it could be urgent and they may require an ambulance. Alternatively, they simply are in need of some advice and support from you.

The 111 service receive a huge variety of calls which means no two days are ever the same.

Progression Opportunities

We offer excellent training and career development opportunities for ambitious employees both within the call centres and also opportunities to explore different roles within the wider Trust such as Human Resources and Administration and operational front-line roles, leading to a career as a Paramedic or in Senior Management.

What makes a great NHS 111 Call Handler (Health Advisor)?

  • Our 111 Call Handlers are all caring and empathetic
  • They all have great communication skills and love talking to people
  • They're all happy and able to work flexibly
  • They all love making a difference to people's lives

 

 

 

Main duties of the job

The role of a SECAmb Call Handler

When you ring 111 or 999, your call goes through to a call handler based in one of our 3 Emergency Operation/Contact Centres. These staff are trained to use the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life threatening situations.  The assistance you will provide will range from offering lifesaving advice whilst an ambulance is on route, to directing callers to other more suitable services.

This role can be demanding, challenging and ultimately very rewarding however, it's not for everyone.  Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation. 

Working for our organisation

Why Work At South East Coast Ambulance Service NHS Foundation Trust?

We offer:

  • Base Salary - Band 3 - £22,816 to  £24,336 per annum (full time 37.5hrs per week)
  • Hours available – 15, 20, 24, 30 and 37.5 hours per week

Please note that it is a requirement to work 3 out of 4 weekends, even if you are applying for a part time position. Please give this consideration before making your application.

  • Unsocial hours enhancements in accordance to NHS Terms & Conditions Agenda for Change Section 2 (typical FTE salary range £22,816 to £24,336  inclusive of unsocial enhancements for evenings, weekends and bank holidays)
  • Generous NHS Pension Scheme
  • 35 days’ annual leave inclusive of Bank Holidays (pro rata)
  • As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates and weekends

Progression Opportunities

We offer excellent training and career development opportunities for ambitious employees both within the Call/Emergency Operations Centres and also within the wider Trust.

Detailed job description and main responsibilities

Applicant Requirements

Successful applicants will demonstrate high levels of personal commitment to facilitate the delivery of a patient focused service.

We need individuals who have the drive and passion to make a difference to people’s lives, but also the personal resilience to work in a high-pressured environment.

You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education.  Successful candidates must possess GCSE Maths and English (or equivalent qualifications) at Grade C or above (2018 Grade 4).

This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.

Our comprehensive training programme:

  •  9 weeks Training (7.5 hours per day unless otherwise stated)
  • Is full time, even for part time applicants
  • Has a ‘must’ attend policy, with no annual leave being permitted during this period.
  • Can be social or unsocial (details/options provided once successful at application)
  • Comprises of classroom and observing and mentoring periods within the working environment.
  • Is designed to fully support full transition to call handling independently.

Further Information

All successful applicants will be required to undertake an Enhanced DBS check for adults and children.

Our courses are in high demand and we only have limited capacity per course, we do receive large amounts of applications, therefore we cannot offer every application an interview.

Person specification

Qualifications

Essential criteria
  • GCSE or Functional Skills in Maths, English and ICT Skills
Desirable criteria
  • NHSP Pathways trained or other medical triage system background

Experience

Essential criteria
  • Previous experience working and communicating with the public
Desirable criteria
  • Computer experience
  • Working within a Team or Stakeholders across a range of settings

Employer certification / accreditation badges

Veteran AwareAge positiveInvestors in People: GoldImproving working livesArmed Forces Covenant (Silver Award)Mindful employer.  Being positive about mental health.Disability confident employerThe Employers Network for Equality & Inclusion (enei) is the UK's leading employer network covering all aspects of equality and inclusion issues in the workplace.Care Quality Commission - Requires improvementStep into healthEmployers Network for Equality & InclusionArmed Forces Covenant

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.

Documents to download

Apply online now

Further details / informal visits contact

Name
Rebecca Hunter
Job title
Recruitment Advisor
Email address
[email protected]
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