Emergency Call Taker/Health Advisor

Isle of Wight NHS Trust; Carisbrooke; Sur place; GBP 26 000 - 27 000; Plein temps

Avantages offerts par ce poste

Onsite day nursery

Cycle-to-work scheme

Discounts at local businesses and gyms

Beach hut rental

Résumé du poste

Isle of Wight NHS Trust is recruiting an Emergency Call Taker/Health Advisor (Band 3) to join our Clinical Coordination Centre. You will be the first line of support for patients calling 111 or 999, providing advice and directing to the appropriate services.

This 24-hour role requires resilience as you manage calls from unwell and distressed individuals. We offer a 37.5 hour week with rotating shifts including days, nights, weekends and bank holidays.

Qualifications

• Educated to GCSE grade C or equivalent in a minimum of 3 subjects to include English
• Significant experience of working with the general public
• Excellent keyboard and computer skills with a good knowledge of Microsoft Office applications
• Previous experience of working in a contact centre
• Previous experience of working in a team liaising with multiple stakeholders
• Previous competency based training in relevant field

Responsabilités

• Provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs
• Triaging patients using the Clinical Decision Support system to direct to the correct service
• Record, check or amend details on the call logging computer system
• Communicate effectively in a healthcare environment with colleagues and callers of the IUC/NHS 111 and 999 services
• Signpost patients to the appropriate care/service using existing protocols and guidelines

Connaissances

Public interaction

Keyboard skills

Team working

Formation

GCSE English (C) and 2+ subjects

Outils

Microsoft Office

Description du poste

Main area Administrative & Clerical Grade Band 3 Contract Permanent: Full time -1 year fixed-term post to cover maternity Hours

• Full time
• Part time

37.5 hours per week (Rotating Shifts including Nights, Weekends and Bank Holidays.) Job ref 470-7970415-CJW-2

Employer Isle of Wight NHS Trust Employer type NHS Site St Mary's Hospital Town Newport, Isle of Wight Salary £25,760 - £27,476 pro rata, per annum Salary period Yearly Closing 15/11/2026 23:59

Emergency Call Taker/Health Advisor

Band 3

Job overview

Band 3 - £25,760 - £27,476 (pro rata for part-time)

Full time/Part-time Permanent Role

We are recruiting for 999 and 111/999 call takers to join #TeamIOWNHS. Working from our Clinical Co-Ordination Centre, you will be the first line of support for patients calling 111 or 999 who need help or advice.

You will be handling a wide range of calls and thriving amid the challenges this presents, requires an outstanding amount of resilience and emotional strength as you will be supporting unwell and upset patients at their time of need. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

This is a highly pressurised environment where you may be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious, or hysterical. People call the ambulance service for a variety of reasons, and you would need to be confident in dealing with a range of people in varying situations.

Assessment sessions will take place 23rd November 2026 with interviews week commencing 30th November 2026.

If you have been unsuccessful at assessment or interview stage in the last 6 months, then please do not reapply.

Main duties of the job

Job purpose To provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service.

Job statement

• To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate.
• To have knowledge of facts, principles, processes and general concepts to carry out a range of duties.
• Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals.
• Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
• Accurately record, check or amend details on the call logging computer system.
• Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services
• Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.

Working for our organisation

We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust’s beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.

Detailed job description and main responsibilities

You will be working in a fast-paced environment and must be able to adapt to change quickly and must be aware of the stresses of the role and what impact this may have on you as an individual, considering these points carefully before applying. You do not need to have previous experience in health care.

Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

This post is a 24 hour role and we are looking for applicants who are able to work a full range of shifts to include Days, Lates and Nights of up to 12 hours, All unsocial hours worked attract enhanced pay to compensate for this.

Person specification

• Educated to GCSE grade C or equivalent in a minimum of 3 subjects to include English
• Significant experience of working with the general public
• Excellent keyboard and computer skills with a good knowledge of Microsoft Office applications
• Previous experience of working in a contact centre
• Previous experience of working in a team liaising with multiple stakeholders
• Previous competency based training in relevant field

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Name Michelle Cassell/Ally Nixon Job title Hub Duty Manager Email address [e-mail] Telephone number 01983 822099 Additional information

If Ally or Michelle are not available, then please ask to speak to the HDM on duty that day.