111 Health Advisor (Call Handler) - Crawley

NHS; Crawley; On-site; GBP 24,000 - 26,000; Full time

Job summary

Join a dedicated team as a Health Advisor, where you will be the first point of contact for patients in need of urgent assistance. This role offers a fulfilling opportunity to make a significant impact on people's lives, providing essential support and guidance through a variety of calls. With comprehensive training and career progression opportunities, you will thrive in a supportive environment that values your contributions. Embrace the challenge of working in a fast-paced setting, where every day brings new experiences and the chance to help those in need. A rewarding career awaits you in this vital service.

Benefits

Competitive salary

Generous NHS Pension Scheme

35 days' annual leave

Free parking

Access to Blue Light discounts

Award-winning Wellbeing hub

Training and development

Salary Sacrifice schemes

Free Enhanced DBS check

Bonus scheme

Qualifications

• High levels of personal commitment to patient-focused service.
• Calm under pressure with excellent interpersonal skills.

Responsibilities

• Assist callers with urgent and non-urgent health inquiries.
• Provide lifesaving advice and direct to appropriate services.

Skills

Communication Skills

Empathy

Problem-Solving

Typing Skills

Education

GCSE Maths and English (Grade C or above)

Tools

NHS Pathways System

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 receives 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.

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.

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

What we can offer you:

• Competitive salary of £24,071 - £25,674 with the earning potential of up to £30,000 per annum
• Any unsocial hours worked 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

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

Training schedules

Weeks 1 - 3 - Classroom Training, Monday - Friday, 08:00 - 16:00 / 16:00 - 00:00

Week 4 & 5 - Mentoring, this will be a variable shift pattern whilst you shadow your coaches' shifts

Weeks 6 - 9 - Diamond Pod, variable shift pattern

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, are good at problem-solving, and have excellent interpersonal skills, with an empathetic nature.

Further Information

If you are successfully shortlisted, you will be required to complete an online Psychometric test as part of the recruitment process.

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

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.

Employer name: SECamb

Address: Crawley HQ, Crawley, RH10 9BG

Employer's website: https://www.secamb.nhs.uk/