Trainee Emergency Call Handler

London Ambulance Service NHS Trust; Barking; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Training salary 27,129 p.a inc (Pro Rā

Generous NHS Pension Scheme

27 days annual leave

MPDS qualification

NHS Discounts

Job summary

The London Ambulance Service NHS Trust is seeking a highly motivated emergency call handler. You will be the first point of contact for distressed callers, obtaining essential patient information and providing reassurance.

You will use the MPDS to assess the scene and patient needs, while remaining calm, clear, and assertive on every call. Candidates should have GCSEs including Maths and English and be prepared to work in a busy, 24/7 environment where empathy and professionalism are essential

Qualifications

• Minimum of 3 GCSEs including Maths and English at grade C/5 or above.
• Evidence of qualifications at conditional offer stage.
• Supportive and calm communication under pressure.

Responsibilities

• Receive and take charge of all incoming emergency calls.
• Record essential patient information accurately and promptly.
• Remain calm, clear, and assertive to guide callers and obtain needed details.

Skills

Communication skills

Interpersonal skills

Calm under pressure

Assertiveness

Education

GCSEs including Maths & English

Tools

MPDS system

Job description

This is a vital role for the London Ambulance Service, receiving and taking charge of all incoming emergency calls. You are the first point of contact for our callers and patients, some of whom will be distressed, anxious or panicking. Using effective communication, interpersonal and persuasive skills, you will deal with all callers in a professional manner in order to obtain the required essential patient information. Using the Medical Priority Dispatch System (MPDS), you will obtain an initial assessment of both the patient and the scene in an efficient manner. You will also be responsible for accurately recording essential patient information in a precise and timely manner., You must be able to remain calm in an emergency. When people are panicking, your role is to be clear and assertive where required to ensure the caller remains focused. You will need to be able to follow a script and reassure the caller, but also to be firm where necessary about what they need to do. Our staff are on the end of the line while new life is born into the world and we helped to deliver them. We provide support and reassuring words for someone alone with no one else to turn to. We stay on the line with those who are vulnerable having engaging conversations to find out more information. We are the voice that comforts those who have lost a family member and we are there, 24 hours a day, 7 days a week, 365 days a year. Following a shift you will need to be able to switch off, which can be hard, especially after dealing with difficult calls. As part of a team, your colleagues are there for you and will help, support and enable you to realise the difference that you have made.

Relevant English & Maths Qualifications

As apart of role requirements for the job you will need to provide evidence of a minimum of 3 GCSEs or equivalent at grade C / 5 or above (including Maths and English, NVQ level 3 in a relevant subject or equivalent). You will need to evidence these qualifications at the conditional offer stage. Failure to provide this recruitment team could lead to your conditional offer being withdrawn.

We are one of the worlds busiest ambulance services. We have around 8,000 staff and volunteers in our Service: around 3,300 frontline crews in ambulance stations across London, 500 people in our two 999 control rooms and hundreds of support staff based in our offices across the city. Working for us is an experience like no other, in a city like no other. Whatever your role youll be helping people who need us the most. Together, we all play a key part in making sure that we can respond to anyone needing our help 24 hours a day, 365 days a year.

We are committed to promoting equal opportunities across everything we do, in terms of employment and training, providing services and our engagement and decision making. We welcome diversity and look for self-motivated, enthusiastic people from all backgrounds who care about making a difference.

• Training Salary of £27,129p.a inc (Pro rata)
• Generous NHS Pension Scheme
• 27 days annual leave plus additional bank holiday leave allocated
• MPDS qualification (Nationally recognised triage system used in 45 countries)
• NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing