Emergency Call Handler

Cardiff and Vale University Health Board; Norwich; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Fully paid training

Full-time hours

Job summary

EEAST is seeking dedicated emergency call handlers to answer 999 calls into the Emergency Operations Centre. You will rapidly triage using the CAD system and provide appropriate guidance while remaining calm under pressure. Full training and mentoring are provided, and you must work full-time with a strong focus on accuracy and empathy.

No clinical experience is required, and you will join a high-performance team serving diverse communities across the region.

Qualifications

• GCSEs in English and Maths (minimum) or equivalent Functional Skills; strong verbal/written communication.
• Ability to listen, interpret information quickly and enter data accurately into CAD system.

Responsibilities

• Answer 999 calls into the Emergency Operations Centre in a timely manner.
• Input data into the Computer Aided Dispatch system accurately and deliver appropriate guidance to callers.
• Complete training, mentoring and pre-employment guidance; work full-time.
• Demonstrate empathy and compassion while maintaining calm and professional communication.

Skills

Verbal communication

Written communication

Initiative

Multi-tasking

Calm under pressure

Teamwork

Professionalism

Target-driven

Prioritisation

Empathy

Education

Two GCSEs including English or Maths OR GCSE English/Maths + Functional Skills Level 2 in English and Maths

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!, 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., priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

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.

• Two GCSE Grade C (or above) of which one must be in English or Functional Skills Level 2 in English and Maths. OR One GCSE Grade C (or above) and pass Functional Skills Assessment Level 2 in English as part of the recruitment process., 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, High standards of personal professionalism
• Determination to meet targets
• Ability to judge priorities when dealing with emergency situations
• Willingness to learn
• Empathy and compassion
  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