Dual Role Integrated Care Call Handler - West EOC

South East Coast Ambulance Service NHS Foundation Trust; Crawley; On-site; GBP 21,000 - 24,000; Full time

Benefits offered by this job

NHS pension

27 days holiday

Development opportunities

Salary sacrifice schemes

Occupational health

Wellbeing hub

NHS discounts

Job summary

South East Coast Ambulance Service NHS Foundation Trust is seeking a Dual Role Integrated Care Call Handler (Band 3) in Crawley. The role blends 111 and 999 call handling with comprehensive training, offering progression within an integrated urgent care service.

Successful applicants will train and work across both services to support demand and patient care. The post emphasizes compassionate communication, clinical triage and adaptability to changing needs, with a commitment to ongoing

Qualifications

• Excellent communication and listening skills.
• Calm under pressure in challenging situations.
• Commitment to delivering outstanding patient care.

Responsibilities

• Handle both 111 and 999 calls using NHS Pathways.
• Assess caller needs and identify appropriate response.
• Provide clear, compassionate and professional support.
• Deliver life-saving instructions where required.
• Signpost patients to appropriate services and pathways.
• Support safe, effective and patient-centred care.
• Work across both services as part of an integrated team.

Skills

Excellent communication

Calm under pressure

Patient-centred care

Adaptability

Willingness to learn

Job description

Ready for your next challenge?

We are excited to launch our new

Job Overview

Dual Role Integrated Care Call Handler

Band 3

Location: Crawley

Hours: Full Time, Permanent

Ready for your next challenge?

We are excited to launch our new Dual Role Integrated Care Call Handler position, offering our 111 Heath Advisor colleagues the opportunity to develop their skills in the 999 service. This newly developed role forms part of our vision for a more integrated urgent and emergency care service, providing colleagues with the training, support and experience to confidently manage both urgent healthcare calls and emergency ambulance requests. Successful applicants will undertake comprehensive training in handling 999 calls. Once fully trained, post holders will work flexibly across both services to support operational demand and deliver the best possible care for our patients.

Main duties of the job

What you'll do

As a Dual Role Integrated Care Call Handler, you will:

• Handle both 111 and 999 calls using NHS Pathways.
• Assess caller needs and identify the most appropriate response.
• Provide clear, compassionate and professional support to callers.
• Deliver life-saving instructions where required.
• Signpost patients to appropriate services and care pathways.
• Support the delivery of safe, effective and patient-centred care.
• Work across both services as part of an integrated urgent care team.

What we're looking for

We're Seeking Motivated Individuals Who

• Demonstrate excellent communication and listening skills.
• Remain calm under pressure and in challenging situations.
• Are passionate about delivering outstanding patient care.
• Can adapt to changing operational requirements.
• Are committed to learning and developing new skills.

Internal Eligibility Criteria

Applicants Must Demonstrate

• Audit compliance of 80% or above over the previous six full calendar months.
• Average AHT below 650 seconds over the previous three full calendar months.
• Applicants must have 12 months experience as a 111 Health Advisor.

Why apply?

This Role Offers

• A structured development pathway into 999 call handling.
• Enhanced clinical communication and triage experience.
• Greater variety within your day-to-day role.
• The opportunity to be part of a new integrated way of working.
• Ongoing support, coaching and development throughout your training journey.

Working for our organisation

• Option to join NHS pension scheme
• A minimum 27 days' holiday each year, increasing after 5 years’ service.
• Personal and professional development and training opportunities.
• Salary Sacrifice schemes for cars or push bikes.
• Access to occupational health and counselling services.
• Award winning wellbeing hub
• Access to NHS discounts, offering NHS employees a range of money-saving deals.

Other than in exceptional circumstances, the starting salary for staff new to the NHS will be the bottom point of the band to which they have been appointed.

Please note that the salary range noted on the vacancy is in line with agenda for change (AFC) pay scales. All successful applicants would be placed automatically at the bottom of the banding, unless proven, relevant NHS or equivalent experience can be demonstrated.

Following the revision of current national legislation (Vaccine as a Condition of Deployment), the Trust has reviewed our requirements relating to staff uptake of the SARS-COV-2 (COVID-19) vaccination.

Going forward, for patient facing positions, we strongly recommend that new starters will be appropriately vaccinated unless medically exempt in order to offer greater protection against exposure to the virus for front line staff.

In line with this recommendation, if you are successful in your application for a front line post, we will seek information from you in relation to your vaccine status, including exemption status, as applicable.

Please note, all positions come with a Disclosure and Barring Service (DBS) check relevant to the post. This will either be a basic, standard, or enhanced check depending on the role. The level of check will be outlined in the conditional offer letter sent to successful applicants.

As part of the application process, you will be asked to declare any unspent/unfiltered convictions. If you are shortlisted you will then be sent a self declaration form, which must be completed prior to attending interview. for any queries relating to declarations, please contact the Recruitment Advisor listed on the vacancy.

The Trust is passionately committed to being an inclusive employer - a place where we can all be ourselves and succeed. As an employer we offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement networks, facilities and services to support staff from different backgrounds.

We actively support equality of opportunity for all our staff and welcome applications from individuals regardless of age, any disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief. The Trust is making progress towards its aim of becoming more reflective of the diversity of our community in our workforce and guarantees an interview to candidates with disability who meet the essential criteria specified. We particularly encourage applications from Black, Asian, Minority Ethnic and disabled applicants and those from other under-represented groups.

The Equality Act 2010 protects disabled people - including those with long term health conditions, learning disabilities and hidden disabilities such as dyslexia. If you tell us that you have a disability we can make reasonable adjustments to ensure that any selection processes - including the interview - are fair and equitable.

We are a committed to offering opportunities to individuals with disabilities and offer on-going support, should you be successful, with any adjustments you may need when performing your role.

When completing the application please use your name as it appears on your passport and please ensure you include email addresses and contact numbers for your referees to avoid delay in the recruitment process.

Please note that under our Trust policies, we're unable to employ anyone under the age of 18 years old.

The majority of our roles will include some travel between sites for business