1. Can you tell us about your understanding of the role of a 999 Emergency Call Handler?
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Practice Interview
999 Emergency Call Handler - Essex • Chelmsford
East of England Ambulance Service
Thank you for your interest in the position of 999 Emergency Call Handler - Essex
in Chelmsford
with East of England Ambulance Service.
East of England Ambulance Service
This is a video practice interview and we use your
computer's webcam & microphone device's camera phone's camera
to record your answers.
We record your answers one at a time. The whole thing should take you less than five minutes.
We record your answers one at a time. The whole thing should take you less than five minutes.
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1. Can you tell us about your understanding of the role of a 999 Emergency Call Handler? Can you tell us about your understanding of the role of a 999 Emergency Call Handler?
2. What motivated you to apply for this position with the East of England Ambulance Service? What motivated you to apply for this position with the East of England Ambulance Service?
3. How do you feel your previous experience (considering any customer service or related roles) has prepared you for this job? How do you feel your previous experience (considering any customer service or related roles) has prepared you for this job?
4. Can you describe a time when you remained calm under pressure? What strategies did you use to manage the situation? Can you describe a time when you remained calm under pressure? What strategies did you use to manage the situation?
5. How would you prioritise calls if you receive multiple emergency calls at the same time? How would you prioritise calls if you receive multiple emergency calls at the same time?
6. If a caller is very distressed or uncooperative, how would you approach this situation? If a caller is very distressed or uncooperative, how would you approach this situation?
7. How would you ensure that you provide clear and accurate information to a caller who might be panicking? How would you ensure that you provide clear and accurate information to a caller who might be panicking?
8. Can you provide an example of how you have dealt with a difficult customer or caller in the past? What technique did you use to resolve the issue? Can you provide an example of how you have dealt with a difficult customer or caller in the past? What technique did you use to resolve the issue?
9. Working in a team is vital for this role. Can you share an experience where you collaborated with others to achieve a common goal? Working in a team is vital for this role. Can you share an experience where you collaborated with others to achieve a common goal?
10. The job requires flexible working with 8-hour shifts. How do you feel about this kind of schedule, and how would you manage your work-life balance? The job requires flexible working with 8-hour shifts. How do you feel about this kind of schedule, and how would you manage your work-life balance?
11. What experience do you have in using computer systems or software? How comfortable are you with learning new technology? What experience do you have in using computer systems or software? How comfortable are you with learning new technology?
12. With the requirement to accurately input data into the Computer Aided Dispatch system, how do you ensure attention to detail in your work? With the requirement to accurately input data into the Computer Aided Dispatch system, how do you ensure attention to detail in your work?
13. Why do you think empathy is important in a role like this? Can you provide an example of a time you demonstrated empathy towards someone in distress? Why do you think empathy is important in a role like this? Can you provide an example of a time you demonstrated empathy towards someone in distress?
14. How would you handle a situation where you believe the caller needs emotional support as well as practical advice? How would you handle a situation where you believe the caller needs emotional support as well as practical advice?
15. Imagine you receive a call about a medical emergency, but the caller is unsure about their location. How would you assist them? Imagine you receive a call about a medical emergency, but the caller is unsure about their location. How would you assist them?
16. If you are unsure about the next steps to take during a call, what would you do? If you are unsure about the next steps to take during a call, what would you do?
17. Do you have any questions about the training and mentoring process that you will undergo for this role? Do you have any questions about the training and mentoring process that you will undergo for this role?
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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\n999 Emergency Call Handler - Essex with East of England Ambulance Service in Chelmsford\n\n Can you keep a cool head at times of crisis? Do you care about others? Do you want a career helping those in need? If the answer is yes, then this could be the job for you! We are looking for Call Handlers at our Emergency Operations Centre in Chelmsford. We are also extremely interested in those that would consider Flexible working & 8 hour Shifts for Call Handling Our emergency call handlers are hardworking, enthusiastic and must process information quickly and accurately to support patients ensuring that data is accurately input into the Computer Aided Dispatch system, whilst ensuring high levels of customer service. The information and advice you will be giving to patients is managed through a triage tool and will give you the essential information at the time. All the training and mentoring you will need to undertake this role will be provided - no clinical experience is required. We need individuals who have a good standard of education to include 4 GCSEs at Grade C or above (including English Language), or equivalent qualifications or experience, and good computer literacy. No clinical experience is required, and although some call-centre experience would be an advantage, it is not essential. Candidates will need to pass two online assessments and we will need to carry out enhanced background checks. Answer operational calls that come into the EOC. Utilise the chosen clinicaltriage software system in order to prioritise calls as soon as possible. Enterinformation into the Computer Aided Dispatch (CAD) system accurately andpromptly. Provide pre-arrival advice to callers where appropriate. About us For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails. Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn. How to applyStep 1 - Read the advert and the Job Description and Person Specification (attached)Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted. "}