111 Health Advisor

Cardiff and Vale University Health Board; Crawley; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

NHS Pension Scheme

35 days leave (including Bank Holidays

Free parking

Blue Light discounts

Wellbeing hub

Staff networks

Training and development

Salary sacrifice for cars or bikes

Enhanced DBS check

Bonus scheme

Job summary

Cardiff and Vale University Health Board is seeking call handlers for NHS 111 services. The role involves handling 999/111 calls, providing life-saving advice and directing callers to appropriate services.

You will work in a fast-paced, patient-focused environment, requiring empathy, strong communication, and reliable teamwork. Applicants should have GCSE Maths and English at grade C or above, with GCSE or Functional Skills in Maths, English and ICT.

Qualifications

• Educated to GCSE or Functional Skills in Maths, English and ICT skills OR evidence within previous employment that they have used Maths and English to GCSE level or higher
• Previous experience working and communicating with the public
• Ability to communicate with a variety of different people and build rapport

Responsibilities

• Provide lifesaving advice while ambulance is on route or direct callers to suitable services
• Work within a team and independently in a high-pressured environment
• Use fast and accurate typing and good IT skills to manage calls and records

Skills

Communication skills

Typing skills

IT skills

Teamwork

Empathy

Education

GCSE Maths

GCSE English

Functional Skills in ICT

Job description

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.

• 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, 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 peoples 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. Further Information All successful applicants will be required to undertake anEnhanced DBS check for children and adults.

• Educated to GCSE or Functional Skills in Maths, English and ICT skills OR evidence within previous employment that they have used Maths and English to GCSE level or higher, Previous experience working and communicating with the public
• Ability to communicate with a variety of different people and build rapport
• Experience of working in a computer based role - strong IT skills, Previous experience of working within a team or with stakeholders across a range of setting, Previous experience of working within a team or with stakeholders across a range of setting

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.

As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates and weekends but due to our flexible working, we will work with you to create a rota that gives you a great work/life balance whilst meeting the needs of the trust.

• Competitive salary of £25,760 - £27,476 with the earning potential of up to £30,000 per annum
• Any unsocial hours worked you will attract an enhancement in line with Section 2 Agenda for Change
• Generous NHS Pension Scheme
• 35 days' annual leave inclusive of Bank Holidays (pro rata)
• Free parking
• Access to Blue Light discounts
• Award winning Wellbeing hub
• Staff networks
• Training and development
• Salary Sacrifice schemes for cars or push bikes
• Free Enhanced DBS check
• Bonus scheme

Other than in exceptional circumstances, the starting salary for staff new to the NHS will be the bottom point of the band to which they have been appointed.

Training Provided

We will provide full training in a warm, friendly environment in our NHS 111 Call Centre. Our comprehensive training programme:

• + 9 weeks training + Training will be full-time (even for part-time applicants) + Has a 'must' attend policy and no annual leave is permitted during this period + Comprises of classroom, observing and mentoring periods within the working environment + Designed to fully support full transition to call handling independently