999 Emergency Call Handler - Essex

East of England Ambulance Service; Chelmsford; On-site; GBP 20,000 - 25,000; Full time

Job summary

An emergency services provider in Chelmsford is seeking Call Handlers. You will support patients by answering calls, managing information accurately, and providing pre-arrival advice. Training is provided, making this an ideal opportunity for those looking to start a career in emergency services without prior clinical experience. High standards of communication and calmness under pressure are essential.

Qualifications

• Candidates must have effective communication skills.
• Ability to multitask and prioritize tasks.
• Must be calm under pressure and a team player.

Responsibilities

• Answer operational calls and utilize triage software.
• Accurate data entry into Computer Aided Dispatch system.
• Provide pre-arrival advice to callers.

Skills

Effective verbal and written communication skills

Ability to judge priorities in emergencies

Remain calm under pressure

Work on own initiative

Work as part of a high performance team

Education

4 GCSEs at grade C or above including English

Job description

Can you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for you!

We are looking for Call Handlers at our Emergency Operations Centre in Chelmsford.

Our emergency call handlers are hardworking, enthusiastic and must process information quickly and accurately to support patients ensuring that data is accurately input into the Computer Aided Dispatch system, whilst ensuring high levels of customer service. The information and advice you will be giving to patients is managed through a triage tool and will give you the essential information at the time. All the training and mentoring you will need to undertake this role will be provided - no clinical experience is required.

Candidates will need to pass two online assessments and we will need to carry out enhanced background checks.

Main duties of the job

Answer operational calls that come into the EOC. Utilise the chosen clinicaltriage software system in order to prioritise calls as soon as possible. Enterinformation into the Computer Aided Dispatch (CAD) system accurately andpromptly. Provide pre-arrival advice to callers where appropriate.

About us

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

Job responsibilities

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to applyStep 1 - Read the advert and the Job Description and Person Specification (attached)Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.

Person Specification

Qualifications

• 4 GCSEs at grade C or above (or an equivalent qualification) including English or equivalent suitable Call Centre experience.
• Effective verbal and written communication skills
• Work on own initiative
• Prioritise and undertake numerous tasks simultaneously
• Remain calm under pressure
• Work as part of a high performance team

Personal Attributes

• High standards of personal professionalism
• Determination to meet targets
• Ability to judge priorities when dealing with emergency situations
• Willingness to learn
• Empathy and compassion

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.