Call Assessor - Brierley Hill (RESERVE POOL)

NHS; Brierley Hill; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A healthcare service provider is seeking Call Assessors in Brierley Hill to handle emergency calls and provide healthcare assistance. Successful candidates will work flexible shifts and must commit to extensive training, including mentorship. This permanent position offers a salary of £24,937 to £26,598 a year, with additional remuneration for unsocial hours. Applicants should have strong communication skills and the ability to work under pressure. Join our dedicated team making a difference in patient care.

Benefits

Competitive salary

Training and development opportunities

Qualifications

• Must be able to commit 6 weeks to full-time training and mentorship.
• Experience in a high-pressure environment is essential.
• Ability to communicate effectively with distressed or difficult callers.

Responsibilities

• Receive and process urgent & emergency calls from the public.
• Assess patient conditions and assign appropriate NHS Pathways categories.
• Provide life-saving first-aid advice during calls.

Skills

Excellent communication skills

Ability to work under pressure

Flexibility with shift patterns

Education

Minimum of 5 GCSEs at Grade C or above including English

Job description

Call Assessor - Brierley Hill (Reserve Pool)

The closing date is 15 December 2025

West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.

Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provides better patient care and we are therefore looking for self‑motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.

We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and, as part of our commitments to this, we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please do so in your application. You can also contact the Recruitment Team via email at [e-mail] if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.

West Midlands Ambulance Service University NHS Foundation Trust are looking to build a reserve pool of Call Assessors to fulfil any vacancies that may arise over the next 12 months.

Main duties of the job

Please note, this advert is predominantly weekend & unsocial hours working only.

Applicants must be fully flexible and be able to work full rotational shifts including days, evenings, nights, weekends and bank holidays.

Full & part‑time positions are available – a minimum of 25 hours per week when working part time.

Training for this post is completed on a pass or fail basis and applicants must be able to commit to 6 weeks full‑time training, including 2 weeks of mentorship (equivalent to 37.5 hours per week) that can be completed on contracted part‑time hours at the beginning of their employment. The initial 4 weeks of training are usually completed Monday to Friday 08:00‑16:00 or 16:00‑00:00. Please note, training may be at Brierley Hill or Staffordshire.

Successful applicants will work within a team providing health‑related services to patients supported by a robust clinical assessment tool.

You will be responsible for providing a high‑quality call‑handling response to all calls as laid down in national guidance and organisational procedures, through a clinically triage computer‑based system.

Please note – Stage 1 assessments will take place on Saturday 20th / Sunday 21st December 2025.

About us

Full information can be found in the 'Candidate Information Pack'. Please ensure you review this information before applying.

The Trust is proud to support our Armed Forces community and has signed up to the Step Into Health initiative. We welcome applications from Armed Forces veterans and service leavers.

This position involves a regulated activity and therefore will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both.

Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants must cover the cost (£55.76 for an enhanced check) payable to our online provider at the time the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

The Trust endeavours to respond to all candidates on an individual basis. Therefore we ask for your cooperation and patience while the shortlisting process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.

Please note that due to the banding of this post the Trust is unable to provide sponsorship for this role. To be eligible to apply you must have current right to work in the UK status.

Job responsibilities

• Receive and process urgent & emergency calls from the general public, analyse patient conditions, and determine an appropriate NHS Pathways category.
• Ensure Call Connect response targets are met with accuracy and efficiency.
• Process urgent & emergency response calls from other emergency services, medical staff, and professional bodies, assigning appropriate NHS Pathways categories and protocols.
• Handle misdirected calls for other emergency services or third‑party callers requiring an ambulance in another area.
• Process specialised emergency calls such as those from Birmingham International Airport, air operations, prison, bomb incidents, police RVP, chemical incidents, and major incidents.
• While processing a call, assess patient condition, provide life‑saving first‑aid advice (e.g., CPR, childbirth assistance, haemorrhage control, airway maintenance, choking, convulsions, burns, flushing chemicals, amputations). Identify scene safety issues and take appropriate action in cases of entrapment, assault, chemical incidents, industrial incidents, violent, intoxicated, and psychiatric patients.
• Operate the computerised system; use a manual system upon computer failure according to Pathways guidelines.
• Work at the alternative control room and the existing control room in the event of computer and telephone failure or as required by management.
• Receive routine urgent removal calls from medical staff and social workers; arrange ambulance transport using hospital contracts and procedure guidelines for admissions, transfers, neonatal transfers, hospice admissions and discharges, final journey discharges, mental‑health admissions, and patient transport services.
• Triage doctor admissions and upgrade life‑threatening conditions; refer non‑routine requests to the supervisor or Duty Officer.
• Handle general enquiry calls from the public, ambulance crews, emergency services, medical staff, and professionals; process these calls using set protocols.
• Make outbound calls to other professionals and the general public in accordance with working practices and protocols (e.g., re‑contacting callers, contacting relatives, querying professionals, alerting hospitals, arranging breakdown recovery, out‑of‑hours mortuary services, obtaining poison control information, coordinating midwives for homebirths, reporting incidents, contacting telephone service providers, paging medics).
• Attend required training courses and undertake ongoing training and development with supervisors, responders, and divisional controllers; keep up‑to‑date with changing procedures and protocols.
• Appear in court and provide evidence about a telephone call if necessary.
• Pass information to Locality/Trust PR Officers in accordance with SOPs as agreed with managers.
• Present duties to visitors and represent the West Midlands Ambulance Service in mock exercises and demonstrations.
• Participate in trials related to the job when necessary.
• Adhere to Data Protection Act, Caldicott Guidelines, Health and Safety, Quality Management Systems, and the West Midlands Ambulance Service NHS code of conduct.
• Identify and report IT‑related problems on computer software and workstations.
• Perform any other reasonable duties of either higher or lower rank as assigned by the Line Manager.

Person Specification

Experience

• Ability to work in a pressurised environment.

Qualifications

• Minimum of 5 GCSEs at Grade C or above, including English (or equivalent) – evidence will be required.
• Must be willing to commit to 4 weeks full‑time training plus 2 weeks of full‑time mentoring.

Skills and Knowledge

• Excellent communication skills with the ability to adapt and communicate effectively with callers who may be abusive, elderly, children, severely distressed, or have language difficulties.
• Ability to work a range of shifts including days, nights, evenings, weekends, and bank holidays.
• Must be able to work in the UK without the need for sponsorship.

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 to submit for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

West Midlands Ambulance Service University NHS Foundation Trust

Address

Ambulance HQ, Millennium Point, Waterfront Business Park

Salary

£24,937 to £26,598 a year + relevant unsocial hours as per section 2

Contract

Permanent

Working pattern

Full‑time, Part‑time

Reference number

C9217-158-25-26

Job locations

Ambulance HQ, Millennium Point, Waterfront Business Park