111 Health Advisor (Call Handler)

South East Coast Ambulance Service Nhs Foundation Trust; Crawley Down; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

NHS Pension

35 days annual leave

Free parking

Wellbeing hub

Training and development

Bonus scheme

Job summary

South East Coast Ambulance Service NHS Foundation Trust is seeking 111 Call Handlers (Health Advisors) for Crawley. You will be the first point of contact for callers, using NHS Pathways to assess needs, provide guidance and direct to appropriate care.

Requires calm, empathetic communication and resilience in a high-pressured, 24/7 environment. Role includes training, shift flexibility including weekends, and potential career progression within the Trust.

Qualifications

• GCSE Maths and English (or equivalent) at Grade C or above.
• Strong IT skills and comfortable with computers.
• Fast/accurate typing skills.
• Able to communicate clearly with a range of people.

Responsibilities

• Answer NHS 111/ 999 calls and take details from callers.
• Provide appropriate advice using the NHS Pathways system.
• Direct callers to the most suitable services and assist with urgent needs.

Skills

Typing skills

Communication with public

IT skills

Education

GCSE Maths & English

Tools

NHS Pathways

Job description

Job summary

111 Call Handler (Health Advisor) - Crawley

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

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.

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.

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.

About us

What we can offer you:

• 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

Job responsibilities

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.

Applicant Requirements

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 an Enhanced DBS check for children and adults.

Person Specification

Qualifications/Training

Essential

• 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

Desirable

• NHSP Pathways trained or other medical triage system background

Experience

Essential

• 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

Desirable

• 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.

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