111 Health Advisor - Croydon

NHS; Croydon; Hybrid; GBP 31,000 - 32,000; Full time

Benefits offered by this job

NHS Pension

27 days annual leave

Bank holidays

NHS Benefits

Job summary

London Ambulance Service is recruiting for a 111 Health Advisor to handle urgent and non-urgent calls with empathy and professionalism. You will work within a supportive team, using CAD/MPDS to guide clinical assessment and logging critical information for dispatch.

Training courses start mid-October, with shifts spanning evenings, weekends, and nights. The role offers NHS benefits, generous annual leave and a pension.

Qualifications

• Excellent customer service skills and ability to work in a team.
• Able to commit to training dates and shifts.
• Good IT skills and accurate data entry.
• Willing to work unsocial hours including evenings, weekends and overnights.

Responsibilities

• Effectively answer emergency and non-emergency calls to the 999 EOC from healthcare professionals, external agencies and the public.
• Use CAD and MPDS to enter patient information accurately for dispatch.
• Log all details and pass to relevant personnel for appropriate resource dispatch.
• Maintain confidentiality and handle sensitive information with professionalism.
• Communicate with empathy and reassurance to callers.
• Adhere to policies and ensure follow-ups and updates are recorded.

Skills

Customer service

Teamwork

Empathy

Resilience

Call handling

Education

GCSEs incl Maths & English

Tools

CAD

MPDS

Job description

Do you like working as part of a supportive and motivated team?

Would you like to develop your career with the London Ambulance Service?

Would you like generous NHS Benefits for shopping , outings and holidays; 27 annual leave days (plus 8 days bank holiday) and NHS Pension?

If you answered yes to these questions, then this is your chance to come along and join our 111 Health advisor team!

The London Ambulance Service 111 team welcomes candidates with excellent customer service skills , enjoys working as part of a team and is motivated to help people.

Evenings and Weekends - 30 and 37.5 hours p/w. You must be able to work between 16:00 to 02:00 on Weekdays (Monday to Friday) and between 06:00-02:00 on Weekends (Saturday and Sunday). You will also be required to work 2.5 weekends out of 4.

Weekend Only - Only 15 hour p/w. You must be able to work anytime between 06:00 to 02:00 every weekend (Saturday and Sunday)

Overnight - 37.5 hours p/w only. You must be able to work between the hours of 20:00 to 08:00 throughout the week.(Monday to Sunday) and you will be required to work 2.5 weekends out of 4.

Proposed assessment date: w/c 28th September

Proposed interview date: w/c 5th October

The correct job location for this role is

Bernard Weatherill House |Mint Walk |CR0 1EA

Please be aware the advert may close early if we have received our allocated number of applications

Main duties of the job

Please be aware, if you are not able to commit to the assessment and interview dates above, not to apply, as we are unable to accommodate any other dates.

We have two training courses which will commence on 12th October and 9th November

• Efficiently handle and assess urgent and non-urgent calls from patients, healthcare professionals, and external agencies, ensuring timely and appropriate responses.
• Follow established protocols and procedures to assess patient needs and provide guidance, escalating where necessary.
• Confidently use the patient management system to accurately record and relay essential information for clinical assessment.
• Ensure all patient details are accurately logged and directed to the appropriate healthcare professionals.
• Manage complex, sensitive, and confidential information regarding a patients condition with professionalism and discretion.
• Communicate with empathy and reassurance, demonstrating a caring and supportive approach to all callers.
• Ensure necessary follow-ups and updates are recorded appropriately.
• Maintain control of calls to ensure efficiency while prioritising patient care and safety.
• Stay calm and resilient under pressure, adapting to fast-paced and high-demand situations.
• Adjust communication styles to suit callers' individual needs, particularly in emotionally challenging or distressing situations.

About us

We are one of the world's busiest ambulance services. We have around 8,000 staff and volunteers in our Service: around 3,300 frontline crews in ambulance stations across London, 500 people in our two 999 control rooms and hundreds of support staff based in our offices across the city.

Working for us is an experience like no other, in a city like no other. Whatever your role you'll be helping people who need us the most.

Together, we all play a key part in making sure that we can respond to anyone needing our help 24 hours a day, 365 days a year.

We are committed to promoting equal opportunities across everything we do, in terms of employment and training, providing services and our engagement and decision making. We welcome diversity and look for self-motivated, enthusiastic people from all backgrounds who care about making a difference.

London Ambulance Service serves one of the worlds most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital every year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.

What We Can Offer You

Unsocial hours enhancements (In accordance to NHS Terms and Conditions Agenda for Change section 2)

27 days annual leave(pro rata), plus additional bank holiday leave allocate

Job responsibilities

• Effectively answer all types of emergency and non-emergency calls made to the 999 Emergency Operations Centre (EOC) from both Health Care Professionals, external agencies and members of the public
• Ensure all calls are answered and responded to as laid out in the Trust's policies and procedures
• Be confident in utilising the Computer Aided Dispatch (CAD) system and Medical Priority Dispatch System (MPDS) to accurately enter patient information in an efficient way
• Ensure all details are inputted and passed to relevant personnel to ensure appropriate dispatch of resources
• Deal with complex, sensitive or contentious information regarding a patient's condition.
• Communicate tactfully and empathetically with callers showing care when handling all calls
• Monitor patient incidents to ensure all information is gathered and the patient's condition has not deteriorated
• Maintain effective control of the call to ensure efficient handling time to improve the response to the patient
• Remain calm and resilient in a pressurised environment
• Be able to modify and adapt communication styles taking into consideration the differing needs of the callers especially in complex situations
• Be able to effectively communicate and deal with highly emotional callers, including traumatic incidents such as death
• Confident to utilise negotiating skills when handling calls where the caller is abusive or uncooperative
• Cover a 24/7 rotating shift pattern
• Continually maintain standards and develop through annual education and personal development

Please note that the training for this role will take place in Barking. The role is based at either our Waterloo or Newham and may require travel to other EOC sites subject to the requirements of the service.

In your personal statement, please highlight your motivation to apply for theposition as well asyour experience and skills that you would bring to the organisation.

You will be required to attend a assessment if your application is longlisted. If successful, you will be invited for an interview.

Please note you must hold:

Relevant English & Maths Qualification

As apart of role requirements for the job you will need to provide evidence of a minimum of 3 GCSE's or equivalent at grade C / 5 or above (including Maths and English, NVQ level 3 in a relevant subject or equivalent). You will need to evidence these qualifications at the conditional offer stage. Failure to provide this recruitment team could lead to your conditional offer being withdrawn.

Person Specification

Qualifications, Accreditations, Education

• Minimum of 3 GCSEs or equivalent at grade C / 5 or above including Maths and English, NVQ level 3 in a relevant subject or equivalent

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.

£30,630 to £32,346 a yearpa inc *Actual salary will vary dependent on unsocial hrs worked*