Emergency Medical Advisor (999 Call Handler) - Crawley

SECamb; Crawley; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Competitive salary

Unsocial hours enhancements

35 days annual leave

Flexible working hours

Free parking

Staff networks

Training and development

Salary sacrifice schemes

Occupational health

Enhanced DBS check

Job summary

SECamb is seeking an Emergency Medical Advisor (999 Call Handler) to join our NHS 111/999 contact centres in Crawley. You will be the first point of contact for patients in emergencies, using NHS Pathways to guide care and provide critical advice with empathy and accuracy.

The role involves full training, 24/7 shift rotations, and a strong emphasis on patient safety. A competitive salary with unsocial hours allowances, generous leave, and career development opportunities are provided.

Qualifications

• GCSE or equivalent with Maths/English/ICT
• Level 2 in Customer Service or Health & Social Care
• NHSP Pathways trained or other medical triage background

Responsibilities

• Provide NHS Pathways-based assistance for a range of emergencies, from minor illness to life-threatening situations.
• Offer lifesaving guidance while an ambulance is en route and direct callers to appropriate services.
• Work across a 24/7 shift pattern including earlies, lates, nights and weekends on a rota.
• Demonstrate compassion, empathy and resilience in high-stress scenarios and work well in a team.
• Complete DBS checks and comply with safeguarding requirements.

Skills

Public communication

Empathy under pressure

IT skills

Team collaboration

Education

GCSE/Functional Skills Maths English ICT

Level 2 in Customer Service or Health & Social Care

NHSP Pathways trained or medical triage background

Job description

Emergency Medical Advisor (999 Call Handler) - Crawley

Our 999 Emergency Call Handlers (Emergency Medical Advisors) are people just like you: people who have come to us from all walks of life, from different backgrounds and age groups, people who all have the same things in common.

You are the first person our patients speak to when they call 999 in an emergency.

What makes a great 999 Emergency Call Handler (Emergency MedicalAdvisor)?

• Our 999 Emergency Call Handlers are all caring and empathetic
• They all have great communication skills
• They're all happy and able to work flexibly

Main duties of the job

We will provide full training in a warm, friendly environment in our Emergency Call Centres.

• 9 weeks full time training
• Is full time, even for part time applicants
• Has a 'must' attend policy due to you obtaining your Pathways licence
• Comprises of 3 weeks of Monday to Friday classroom training, then observing and mentoring periods within the working environment for a further 6 weeks before you go "live".

This is a fully office-based role at our NHS 111/999 contact centres in Medway, Kent or Crawley, West Sussex. Due to 24/7 shift patterns, including nights, applicants must live within approximately 45-60 minutes' commuting distance. Applications outside this distance will not be progressed.

If you are planning to relocate, please include details and timescales in your supporting statement.

About us

As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates, nights and weekends on a rota pattern. These rotas are fixed to ensure a safe provision to our patients. If you have a requirement to work nights ONLY, this can also be catered for.

What we can offer you:

• Competitive salary of £25.760- £27,476 (13.17 per hour) with the extra earning potential with unsocial hours allowance
• Unsocial hours enhancements - For all hours that you work between 8pm and 6am Monday - Friday and all-day Saturday you will earn a shift bonus which means you will earn approximately £17.78 per hour. For Sundays and Public Holidays, you will earn approximately £22.26 per hour.
• 35 days' annual leave inclusive of Bank Holidays (pro rata)
• Flexible working hours on a rota pattern
• Free parking
• Staff networks
• Training and development
• Salary Sacrifice schemes for cars or push bikes
• Access to occupational health
• Enhanced DBS check

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.

Job responsibilities

The role of an Emergency 999 Call Handler (Emergency Medical Advisor)

When you dial 999, your call goes through to a call handler based in one of our 2 Emergency Operation Call Centres. These staff are trained to use the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life threatening situations. The assistance you will provide will range from offering lifesaving advice whilst an ambulance is on route, to directing callers to other more suitable services.

This role can be demanding, challenging, and ultimately very rewarding however, it's not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.

• Successful applicants demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service
• We need individuals who have the drive and passion to make a difference to peoples lives, but also the personal resilience to work in a high-pressured environment
• You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education or equivalent experience
• This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature

Further Information

The interview process will consist of 6 Multi Mini Interview's (MMI's) and a tour of the Emergency Operations Centre.

All successful applicants will be required to undertake an Enhanced DBS check for adults and children.

Person Specification

Qualifications

• Educated to GCSE or Functional Skills in Maths, English and ICT skills OR evidence within previous employment that they have used Maths and English to GCSE level or higher
• Level 2 in Customer Service or Health and Social Care
• NHSP Pathways trained or other medical triage system background

Experience

• Previous experience working and communicating with the public
• Ability to communicate with a variety of different people and build rapport
• Experience of working in a computer based role - strong IT skills
• Previous experience working in a team or with stakeholders across a range of settings

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£25,760 to £27,476 a yearper annum NHS Agenda for Change Section 2 + NHS Unsocial Hours