Emergency Health Advisor (Previously 999 Call Handler)

Yorkshire Ambulance Service NHS Trust; Brandy Carr; On-site; GBP 24,000 - 27,000; Full time

Job summary

A regional healthcare provider is looking for Emergency Health Advisors to manage both emergency and non-emergency calls. The ideal candidate will have 5 GCSEs including English Language or equivalent customer service experience. This role includes flexible working hours and offers comprehensive training, excellent annual leave, and a contributory pension scheme. Join a team dedicated to saving lives and supporting communities. Competitive salary with additional allowances for unsociable hours.

Benefits

27 days annual leave

NHS discounts

Contributory pension

Flexible working options

Training and development opportunities

Qualifications

• Minimum 5 GCSEs, including English Language or relevant customer service experience.
• Experience in emergency services preferred.

Responsibilities

• Answer Emergency and Non-Emergency calls in the Emergency Operations Centre.
• Assist ambulance crews and dispatchers during major incidents.
• Inform relevant agencies about incidents.

Skills

Customer service experience

Communication skills

Education

5 GCSEs at grade C or above including English Language or NVQ Level 3

Job description

Overview

As an Emergency Health Advisor (EHA), your role is to answer Emergency and Non-Emergency calls within our Emergency Operations Centre (EOC). This could include:

• Taking Emergency Calls from members of the public and giving the appropriate advice to care for the patient until the ambulance arrives on scene.
• Taking emergency calls from the Police and Fire Services.
• Taking emergency and non-emergency bookings from Health Care Professionals (HCPs), Nurses and Hospitals for patient transfers.
• Informing Police, Fire and other agencies about incidents.
• Assisting ambulance crews and dispatchers with information and directions as and when necessary, e.g. during a major incident.

The attached example rota includes a mixture of working unsociable hours, weekends, bank holidays and the Christmas/New Year period.

Requirements

As a minimum, you must have 5 GCSEs at grade C or above including English Language or an NVQ Level 3 in a relevant subject. If you do not have these but have vast experience in customer service/admin roles we would also like to hear from you.

About Yorkshire Ambulance Service (YAS) NHS Trust

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities. We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live. We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service. Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.

Role details

Yorkshire Ambulance Service are currently looking for Emergency Health Advisors (EHA) (Previously 999 Call Handlers), full-time and part-time shift working is available.

• Full-time salary £24,937 rising to £26,598 after 2 years (pro rata for part time employees).
• We also offer an attractive shift allowance for unsocial hours which can attract an enhancement of up to a maximum of £429.00 per month gross (pro rata for part time employees).
• The unsocial hours are:
• Saturday: midnight to midnight and any weekday after 8pm and before 6am
• All time on Sundays and Public holidays: midnight to midnight

Full-time and part-time hours with flexible working options available. Help us to save lives and deliver the best outcomes for patients in emergency and non-emergency situations with a career in the Yorkshire Ambulance Service.

Working for us is an experience like no other, it is a great privilege to play a part in saving and changing lives. You could be walking somebody through CPR to help to save a life or you could be helping to bring new life into the world.

• You can make an invaluable difference every day to patients by providing help and support to people at their time of need.
• Flexible working including part-time hours, job shares and flexible hours, agile working (role dependent).
• 27 days annual leave, increasing to 33 with service.
• Contributory Pension.
• NHS Discounts including shops, restaurants, gyms etc.
• Car lease and other salary sacrifice schemes.
• Dedicated employee assistance and counselling service.
• Opportunities for research participation, career progression and ongoing development.
• Well respected, committed and supported staff networks for our workforce.

Check out our YAS One Team Simulation! https://www.nwyhelearning.nhs.uk/elearning/yorksandhumber/yas/yasoneteam/index.html, When writing your supporting information, please refer to the Person Specification and include specific examples of times where you have demonstrated the skills required for this role.

You will commence your role on a paid training contract and upon successful completion of your training, you will be issued a permanent contract. The training programme is 11 weeks in length and consists of classroom training and mentorship in the Emergency Operations Centre. Initially, the classroom training is 6 weeks full-time which requires 100% attendance, after which a mentorship period of approximately 150 hours (4 weeks) will follow. Any absences during the first 6 weeks may result in the conditional offer of employment being withdrawn. Staff will return to complete 3 days of classroom training in week 11 of their employment. Staff are required to be flexible with their shifts during any mentorship as they will be following their mentor's rota. Mentorship rotas will be shared with you as soon as possible. Mentor rotas are full-time.