Trainee Emergency Call Handler

NHS; Greater London; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

MPDS qualification

NHS Discounts

Job summary

The London Ambulance Service NHS Trust is seeking individuals to be the first point of contact for emergency callers. You will stay calm under pressure, reassure distressed callers, and collect essential patient details using MPDS/CAD systems. Training will cover MPDS triage and dispatch processes.

Role requires evidence of English and Maths GCSEs, or NVQ 3 in a related subject. You will work in a 24/7 environment, with shifts at Barking for training and locations in Waterloo or Newham,

Qualifications

• Minimum of 3 GCSEs or equivalent including Maths and English
• NVQ Level 3 in a relevant subject or equivalent
• Relevant English & Maths qualifications required

Responsibilities

• Answer all emergency and non-emergency calls to the 999 centre
• Follow trust policies and procedures to ensure timely responses
• Enter patient information accurately using CAD/MPDS systems
• Transmit details to relevant personnel for dispatch of resources
• Handle sensitive information with care and professionalism
• Communicate empathetically with distressed callers
• Maintain call control to optimise response times
• Work within a 24/7 rotating shift pattern
• Develop skills through annual education and personal development
• Support colleagues and contribute to team resilience

Skills

Calm under pressure

Effective communication

Empathy

Negotiation skills

Resilience

Education

GCSEs including Maths & English

NVQ Level 3 or equivalent

Job description

WANT TO BE THE FIRST PERSON SOMEONE SPEAKS TO WHEN THEY CALL FOR AN EMERGENCY AMBULANCE?

BE THE VOICE TO REASSURE AND SUPPORT?

WOULD YOU LIKE TO DEVELOP YOUR CAREER WITH THE LONDON AMBULANCE SERVICE?

IF SO,YOU COULD MAKE A DIFFERENCE!

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.

Proposed assessment date: w/c 5th September

Proposed interview date: w/c 12th September

Please note you must hold:

• 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.

Main duties of the job

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.

About us

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.

What We Can Offer You

• Training Salary of £27,129p.a inc (Pro rata)
• 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

Job responsibilities

• 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.

Person Specification

Qualifications, Accreditations, Education

• 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

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 (HCAS dependant on location)