Health Advisor - 111/999 Call Taker

North East Ambulance Service Nhs Foundation Trust; Hebburn; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Training provided

Career progression programme

Job summary

North East Ambulance Service NHS Foundation Trust is expanding its operations to recruit Health Advisors for 111 and eventual 999 call handling. You will join a close-knit Operations Centre team in Newcastle/Hebburn, using NHS pathways to assess patients and direct them to the right level of care.

Full training is provided, with a clear progression plan to handle 999 emergencies over time. We value strong communicators who remain calm under pressure and who can ask the right questions to

Qualifications

• Strong communication skills and the ability to ask questions under pressure.
• Ability to use computerised medical assessment tools to guide care.
• Training provided with progression to handling 999 calls after a year.

Responsibilities

• Take 111 calls and assess needs using NHS pathways.
• Direct patients to appropriate healthcare professionals or services.
• Work from Operations Centre locations including Newcastle, Hebburn and Wynyard.
• Complete training with a progression programme to handle 999 emergencies.

Skills

Communication

Active listening

Computer skills

Tools

NHS pathways

Job description

We are expanding, come and grow with us! Do you have excellent communication, listening and computer skills, enjoy solving problems and genuinely want to make a difference in the lives of others? If so, join our army of life-savers as a Health Advisor taking 999 and 111 calls. Being a Health Advisor is challenging but rewarding as you can directly help those most in need. You will work as part of a close-knit team of people who have a passion for helping those in crisis, where no two days are the same. You don't need any medical knowledge, and full training in managing calls and use of our systems will be provided.

This role could be the first step of a great career in healthcare and can give you the knowledge to go even further. In this role you will:

Be a strong communicator, asking questions in a way which can help assess a callers needs in a pressurised environment, where time is of the essence.

Manage calls supported by a computerised medical assessment tool, to help give patients the most appropriate care response. From an ambulance in life-threatening emergencies, through to a GP appointment, dentist appointment, or referring the patient to a range of community-based services, such as a walk-in-center., As a Health Advisor for the ambulance service you will be the first point of contact with patients, healthcare professionals and other callers. Working within Operations Centre's located atHQ - Newcastle, Hebburn and Wynyard you will use NHS pathways to record patients demographics and clinical information to assess their condition to ensure they are directed to the most appropriate healthcare professional or service.

You will provide basic advice and health information to patients calling 111, supporting callers to access the appropriate level of care.

Your Training is pass or fail and whilst you will be trained initially to handle 111 calls, over the next 12 months it is expected that you will be given additional skills, via a career progression programme, to enable you to handle 999 Emergency calls. All of our Health Advisors are expected to take both types of calls.

On occasion you may be required to work from one of our alternative sites, to enable the Trust to fulfil its obligations., Many people think the job of the ambulance service is to collect patients and take them to hospital, but we do much more!

Paramedic skills have developed hugely in recent years, meaning we carry out more treatment at the scene and en-route to hospital.

We have a dedicated clinical assessment service that allows us to provide patients with the most appropriate care from the beginning of the patient journey.

We have a specialised branch of the Trust called HART which deal with explosions or terrorist attacks.

Ultimately patients are the heart of everything that we do to support our mission of "safe, effective and responsive care for all".

We value and respect the diversity employees bring to our workplace. We recruit a workforce that reflects the community we serve, and welcome applications from people from all backgrounds. To ensure we deliver on our aims in relation to diversity and inclusion we assess ourselves against a range of frameworks. We are ENEI Gold employer, Disability Confident Leader, Dyslexia Smart Award employer, Dementia Friendly, and part of Mind Blue Light programme and the Race at Work Charter from the Princes Responsible Business Network and are achieving across all objectives in NHS Equality Delivery System.

In line with the code of practice on English language requirements for public sector workers applicants must have the ability to converse under pressurised circumstances with members of the public and document and provide instruction in accurate spoken and written English.

We employ 3,500 staff in 63 locations and serve a population of 2,600,000 in Northumberland, Tyne & Wear, County Durham, and Tees over 3230 square miles.