999 Emergency Call Handler - Norwich

East of England Ambulance Service NHS Trust; Norwich; On-site; GBP 24,000 - 28,000; Full time

Job summary

East of England Ambulance Service NHS Trust is seeking dedicated Call Handlers to cover 12-hour shifts from Monday to Sunday, with a mix of day and night hours. Full-time positions are available.

Training and mentoring are provided; no clinical experience is required, but two Level 2 qualifications (one English) are expected before interview. You will handle 999 calls in the Emergency Operating Centre, using dispatch and triage software to determine responses.

Qualifications

• Ability to listen and respond quickly and accurately.
• Strong calm communication under distress.
• Customer service skills essential for challenging callers.

Responsibilities

• Answer 999 calls in a timely manner.
• Use the triage software to determine the category of response.
• Be polite, courteous and respectful to patients, callers and peers.

Skills

Listening skills

Calm under pressure

Customer service

Attention to detail

Education

Two Level 2 qualifications (GCSE 4/C or Functional Skills) including English

Tools

Computer Aided Dispatch system

Clinical triage software

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 to work 12 hour shifts from Monday to Sunday. This will be a mixture of day and night shifts

Our emergency call handlers are committed, enthusiastic individuals who care about people. They must have the ability to listen and respond, processing information quickly and accurately into the Computer Aided Dispatch system. Customer service skills are important and the ability to remain calm and supportive as some callers will be experiencing significant distress and trauma, including the loss of a loved one. Being able to remain focused on giving the right advice and support despite experiencing the emotions of others is a real skill and strong calm communication is required.

All the training and mentoring you will need to undertake this role will be provided – no clinical experience is required; however, we do ask that you read the pre employment guidance which will support you when you commence training.

Please be aware we are looking for Full Time staff only, the Training & Mentoring period is fully paid & hours are Full Time.

Answer 999 calls that come into the Emergency Operating Centre in a timely manner. Utilise the clinical triage software system you will have been trained in to deliver a category of response to our callers. Please note, there may be a change to this software, in the future and if so, full training will be provided. You are required to be polite, courteous and respectful at all times when talking to patients, callers and your peers, in line with the Trusts values and behaviours. Working for our organisation

EEAST provides emergency services across a diverse region. Our Call Centre teams are a dedicated and resilient group, as the first point of contact with patients in their time of need.

Please be aware that you will be asked to provide evidence of the essential qualifications for this role prior to being selected for interview, these are; Two Level 2 qualifications (eg. GCSE Grade 4/C, pass in Functional Skills (or above)) of which one must be in English.

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.

For further details / informal visits contact: Name: Rob Hazell Job title: Recruitment Specialist - EOC Email address: [e-mail] Telephone number: 07731003176