999 Emergency Call Handler (Band 3) - Yorkshire Ambulance Service NHS Trust

Yorkshire Ambulance Service NHS Trust; West Yorkshire; On-site; GBP 24,000 - 26,000; Full time

Job description

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Main area: 999 Emergency Call Handler Grade Band 3

Contract: Permanent

Hours:

• Full time
• Part time
• Job share
• Flexible working

37.5 hours per week (Classroom training is 5 weeks, Mon-Fri office hours followed by a period of mentorship (trainees are required to be flexible with shifts in mentorship period))

Job ref: 174-EOC999CH-150425

Site: Wakefield & York Town Wakefield WF2 0XQ & York YO30 1XW

Salary: £24,625 - £25,674 Per annum, pro rata

Salary period: Yearly

Closing: 28/04/2025 23:59

Interview date: 17/05/2025

Job overview

Yorkshire Ambulance Service are currently looking for emergency call takers (999 Call Handlers), full-time and part-time shift working is available.

Full-time salary £24,625 rising to £25,674 after 2 years (pro rata for part time employees)

We also offer an attractive shift allowance for unsocial hours which can attract an enhancement of up to a maximum of £429.00 per month (pro rata for part time employees).

The unsocial hours are:

Saturday: midnight to midnight and any weekday after 8pm and before 6am

All time on Sundays and Public holidays: midnight to midnight

Full-time and part-time hours with flexible working options available

Help us to save lives and deliver the best outcomes for patients in emergency and non-emergency situations with a career in the Yorkshire Ambulance Service.

You can make an invaluable difference every day to patients by providing help and support to people at their time of need.

Full training will be provided.

Main duties of the job

As a 999 Call Handler, your role is to answer Emergency and Non-Emergency calls within our Emergency Operations Centre (EOC). This could include:

• Taking Emergency Calls from members of the public and giving the appropriate advice to care for the patient until the ambulance arrives on scene.
• Taking emergency calls from the Police and Fire Services.
• Taking emergency and non-emergency bookings from Health Care Professionals (HCPs), Nurses and Hospitals for patient transfers.
• Informing Police, Fire and other agencies about incidents.
• Assisting ambulance crews and dispatchers with information and directions as and when necessary, e.g. during a major incident.

The attached example rota includes a mixture of working unsociable hours, weekends, bank holidays and the Christmas/New Year period.

Working for our organisation

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.

We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.

We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.

Detailed job description and main responsibilities

As a minimum, you must have 5 GCSEs at grade C or above including English Language or an NVQ Level 3 in a relevant subject. If you do not have these but have vast experience in customer service/admin roles we would also like to hear from you.

When writing your supporting information, please refer to the Person Specification and include specific examples of times where you have demonstrated the skills required for this role.

If you are successful at the shortlisting stage of the process, you will be required to complete an online assessment; if the assessment is passed then you will be invited to our Wakefield headquarters on Saturday the 17th May 2025 to complete a further call handling assessment. If you pass the call handling assessment, you will be offered an interview on the same day.

Training courses start from July 2025 onwards.

The training programme is 11 weeks in length and consists of classroom training and mentorship in the Emergency Operations Centre.

Initially, the classroom training is 6 weeks full-time which requires 100% attendance, after which a mentorship period of approximately 150 hours (4 weeks) will follow. Any absences during the first 6 weeks may result in the conditional offer of employment being withdrawn.

Staff are required to be flexible with their shifts during any mentorship as they will be following their mentor’s rota.

Person specification

Qualifications

• Educated to GCSE level with 5 grades A to C, or NVQ level 3, one of which must be in English Language or able to demonstrate the equivalent level of experience

Experience

• Minimum of 2 years’ experience working in a patient/customer focused environment
• Experience of working in a call centre environment

Personal/other

• Able to manage highly stressful situations and make sound decisions
• Demonstrates sensitivity to the needs of individuals and groups
• IT literate

Yorkshire Ambulance Service NHS Trust is committed to having a diverse and inclusive workforce which reflects the communities and patients we serve across the Yorkshire region. Our ambition is to work together to promote a more inclusive environment, which attracts candidates from all sections of the community and signals our commitment to embracing diversity and promoting inclusivity.

Please note the salary range stated in advertisements is calculated on a pro rata basis if the vacancy is part time.

Please note, certain benefits above may differ for zero hours workers, including annual leave entitlement, which is determined in line with working time directive regulations.

Disclosure and Barring Service

Yorkshire Ambulance Service NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to a Disclosure & Barring Service check (DBS). Should this position be subject to a DBS check the cost will be recovered from your salary as a one-off payment.

Any correspondence regarding an application will be sent electronically via the Trac Jobs Website to the email address that was provided at the time of the application. It is important, therefore, that you read your emails on a regular basis and respond as necessary.

The Yorkshire Ambulance Service Trust reserves the right to close adverts before the published closing date due to high volumes of applications received.

Our values underpin everything we do and how we do it; Kindness, Respect, Teamwork, Improvement.