Emergency Call Handler (Relief) -East ACC

NHS National Services Scotland; South Queensferry; On-site; GBP 23,000 - 25,000; Full time

Benefits offered by this job

In-house training

Unsocial hours pay

Job summary

NHS National Services Scotland in South Queensferry is recruiting for full-time and part-time permanent relief Emergency Call Handlers to work within the East of Scotland Ambulance Control Centre. You will respond to 999 calls, prioritise emergencies and provide life‑saving advice while coordinating with ambulance crews and other services.

Applicants must pass typing at 30 wpm with 90% accuracy and demonstrate the ability to work under pressure with minimal supervision.

Qualifications

• Typing at 30 words per minute with 90% accuracy.
• Excellent communication skills and the ability to prioritise and make quick decisions under pressure.
• Experience working with the public in ACC, healthcare, or contact centre settings is desirable.

Responsibilities

• Respond to 999 calls, prioritise emergencies and provide life‑saving advice when needed.
• Liaise with ambulance crews en route and coordinate with Police and other services as required.
• Operate under pressure with minimal supervision to support rapid, effective decision-making.

Skills

Typing 30 wpm

Communication

Decision making

Public/Healthcare experience

Job description

East ACC Advert Emergency Call Handlers SAS – NHS Pay Band 3 (Plus Unsocial)

Norseman House, South Queensferry

We are now recruiting for full-time and part-time permanent relief Emergency Call Handlers to work within our East of Scotland Ambulance Control Centre in South Queensferry.

If you’ve been in an emergency, you’ll know that the 999 call is answered promptly and professionally. But have you ever thought about what actually happens at the other end of the emergency line?

Our Emergency Call Handlers play a critical role in providing life‑saving advice and assistance to callers. They are the first point of contact for the public, prioritising emergency calls and providing life‑support, first‑aid and medical advice where necessary. They also liaise with ambulance crews en route to emergencies, Police Scotland and other emergency services.

The Person

Applicants who do not currently work in the ACCs will be required to take a typing assessment and must be able to type at a minimum of 30 words per minute with 90% accuracy. They must also demonstrate the ability to work effectively under pressure and with minimal supervision.

You will also need excellent communication skills, the ability to prioritise and make decisions quickly, often under great pressure.

Ideally, you will have experience of working with the public either already in the ACC, a healthcare setting, a contact centre environment or on a face‑to‑face basis.

You can find more details in the job description, so please ensure you read the criteria and make sure you tell us about how you match.

Training and Working Pattern

If you have what it takes to make a difference then we’ll give you all the training you need to succeed.

You will attend our in‑house training programme, which may require travel for two weeks of training, after which you will need to be available full‑time for up to 10 weeks to enable you to become a certified Emergency Medical Dispatcher.

The working hours for these posts will be full‑time relief and part‑time rostered including; bank holidays, weekends and unsocial hours (that attract additional unsocial hours pay rates).

Examples of part‑time and full‑time shift patterns are below, please note these patterns are not confirmed and are subject to change, but are representative of the requirement. Shift patterns will be confirmed at the following recruitment events:

Please Note:

• This advert will close at midday on Friday 13th November.
• Selection events will take place on Wednesday 25th November and consist of the following:
  • Typing Assessment - that must meet 30 words per minute with 90% accuracy. Candidates must meet the agreed standard before progressing to the next assessment stage.
  • Listening Assessment - Candidates who pass the typing assessment progress to a listening assessment. This is designed to assess attention to detail and listening accuracy and can reflect the busy, pressured environment of an Ambulance Control Centre.
  • Resilience Assessment – Candidates must display a minimum level of personal resilience for the role. The role can be both demanding and challenging and personal resilience is key to succeeding in the role.
  • Realistic Role Overview - Applicants who successfully complete the assessments have an opportunity to speak with an experienced call handler. This provides a realistic overview of the Emergency Call Handler role, including the working environment and demands of the post, while giving candidates an opportunity to ask questions before progressing further.
  • Competency-Based Interview - Candidates who meet the required assessment standards are invited to a competency-based interview. The interview provides a structured opportunity to assess candidates consistently against the competencies and behaviours required for the role.
  • Pre-Employment Checks and Onboarding - For successful candidates, onboarding begins subject to completion of the required pre‑employment checks. These can include:
    • Satisfactory employment references
    • Disclosure Scotland checks, where required for the role
    • Occupational Health clearance, including completion of the relevant pre‑employment health questionnaire
    • Any other mandatory employment checks applicable to the post

‘The Scottish Ambulance Service reserves the right to close this advertisement early if a sufficient number of suitable applications are received’

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.

As part of the pre‑employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre‑settled status. To find out more about these routes of permission, please refer to the GOV.UK websitehere.

Please note that SAS is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.