Trainee Emergency Call Handler

Allscreens Nationwide Ltd; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

South London and Maudsley NHS Foundation Trust is seeking a Call Handler for the 999 Emergency Operations Centre. You will answer emergency and non-emergency calls from health care professionals, external agencies and the public, entering details into CAD/MPDS and ensuring rapid, accurate dispatch.

You will work a 24/7 rotating shift, maintaining professionalism in distressing situations, and meet qualifications including English and Maths GCSEs or equivalent and NVQ Level 3 if applicable, with

Qualifications

• English and Maths GCSEs or equivalent required.
• NVQ Level 3 in a relevant subject or equivalent.
• Evidence of qualifications at offer stage is required.

Responsibilities

• Answer emergency and non-emergency 999 calls from professionals, agencies and the public.
• Enter patient information accurately in CAD/MPDS for dispatch of resources.
• Communicate empathetically and tactfully in stressful situations.
• Maintain control of calls to manage handling time and safety.
• Adapt communication style for diverse callers and traumatic incidents.
• Work a 24/7 rotating shift pattern and participate in annual education.

Skills

Communication

Empathy

Calm under pressure

Negotiation

Multitasking

Education

English & Maths GCSEs

NVQ Level 3 in a relevant subject

Tools

CAD system

MPDS

Job description

• Effectively answer all types of emergency and non-emergency calls made to the 999 Emergency Operations Centre (EOC) from both Health Care Professionals, external agencies and members of the public
• Ensure all calls are answered and responded to as laid out in the Trusts policies and procedures
• Be confident in utilising the Computer Aided Dispatch (CAD) system and Medical Priority Dispatch System (MPDS) to accurately enter patient information in an efficient way
• Ensure all details are inputted and passed to relevant personnel to ensure appropriate dispatch of resources
• Deal with complex, sensitive or contentious information regarding a patients condition
• Communicate tactfully and empathetically with callers showing care when handling all calls
• Monitor patient incidents to ensure all information is gathered and the patients condition has not deteriorated
• Maintain effective control of the call to ensure efficient handling time to improve the response to the patient
• Remain calm and resilient in a pressurised environment
• Be able to modify and adapt communication styles taking into consideration the differing needs of the callers especially in complex situations
• Be able to effectively communicate and deal with highly emotional callers, including traumatic incidents such as death
• Confident to utilise negotiating skills when handling calls where the caller is abusive or uncooperative
• Cover a 24/7 rotating shift pattern
• Continually maintain standards and develop through annual education and personal development

Please note that the training for this role will take place in Barking. The role is based at either our Waterloo or Newham and may require travel to other EOC sites subject to the requirements of the service.

Please note you must hold: Relevant English & Maths Qualification 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.

South London and Maudsley NHS Foundation Trust