Emergency Medical Advisor (999 Call Handler) - Medway inGillingham inGillingham PUBLISHED MON 18 NOV 2024

Band 3: £24,071 to £25,674 a year per annum NHS Agenda for Change Section 2 + NHS Unsocial Hours PERMANENT
EMPATHY ENHANCED DBS NHS

SECamb rKVqNAiI

Opportunity to make a real difference in people's lives by providing critical support during emergencies.

Comprehensive training program that equips you with essential skills and knowledge necessary for the role.

A supportive and friendly work environment that fosters personal and professional development.

Flexible working conditions allowing for a better work-life balance.

The chance to work as part of a dedicated team committed to delivering patient-focused services.

Variety of situations encountered, keeping the role dynamic and engaging.

The role of Emergency Medical Advisor (999 Call Handler) at SECamb in Gillingham involves being the first point of contact for patients calling 999 in emergency situations. Successful candidates will utilize the NHS Pathways system to gather critical information, provide reassurance and advice, and appropriately categorize the urgency of the patient’s condition. This position requires strong communication skills, empathy, and the ability to remain calm under pressure. Candidates will undergo a comprehensive 9-week training program, including both classroom and practical experience.

Applicants should possess resilience, problem-solving abilities, and the commitment to deliver a patient-focused service in a challenging yet rewarding environment. The selection process includes multiple interviews, call listening assessments, and an enhanced DBS check. Ideal candidates will have a good level of education or equivalent experience, fast and accurate typing skills, and the capacity to work effectively both independently and within a team.

Your NHS needs YOU!

Why apply for this role?

Our 999 Emergency Call Handlers (Emergency Medical Advisors) are people just like you: people who have come to us from all walks of life, from different backgrounds and age groups, people who all have the same things in common.

You are the first person our patients speak to when they call 999 in an emergency.

What makes a great 999 Emergency Call Handler (Emergency MedicalAdvisor)?

Our 999 Emergency Call Handlers are all caring and empathetic
They all have great communication skills
They're all happy and able to work flexibly

As a SECAmb 999 Emergency Call Handler, you are the first point of contact and are responsible for ensuring the correct information is obtained from the caller, whilst offering advice or re-assurance sometimes under difficult circumstances. You will enter details into a computer system about the patient and their condition which categorises the seriousness of their illness or injury to ensure the patient receives the most appropriate care from us, this may be an emergency ambulance response, a telephone assessment by a clinician, a referral to an alternative care pathway or self care advice.

We will provide full training in a warm, friendly environment in our Emergency Call Centres.

Our comprehensive training programme:

9 weeks full time training
Is full time, even for part time applicants
Has a 'must' attend policy due to you obtaining your Pathways licence
Comprises of 3 weeks of Monday to Friday classroom training, then observing and mentoring periods within the working environment for a further 6 weeks before you go "live".
Is designed to fully support full transition to call handling independently

About us
The role of an Emergency 999 Call Handler (Emergency Medical Advisor)

When you dial 999, your call goes through to a call handler based in one of our 2 Emergency Operation Call Centres. These staff are trained to use the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life threatening situations. The assistance you will provide will range from offering lifesaving advice whilst an ambulance is on route, to directing callers to other more suitable services.

This role can be demanding, challenging, and ultimately very rewarding however, it's not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.

Successful applicants demonstrate high levels of personal commitment to facilitate the delivery of a patient-focused service

We need individuals who have the drive and passion to make a difference to peoples lives, but also the personal resilience to work in a high-pressured environment

You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education or equivalent experience

This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature

Further Information

The interview process will consist of 6 Multi Mini Interview's (MMI's) a Call listening element and a tour of the Emergency Operations Centre.

Prior to the assessment day you will be asked to complete an online Psychometric test.

All successful applicants will be required to undertake an Enhanced DBS check for adults and children.

More information related to this job opportunity, from jobsincare:

Here are 5 questions you could be asked if you apply for this job: Start practice interview... NEW!

1. Can you tell us about your background and what led you to apply for the role of Emergency Medical Advisor?

2. What experiences have you had in high-pressure situations, and how did you manage your stress during those times?

3. Can you provide an example of a time when you had to handle a difficult or emotional situation? How did you approach it?

4. How would you rate your communication skills? Can you share an example of how you effectively communicated in a challenging situation?

5. Quick thinking is crucial in this role. Can you describe a time when you had to make a swift decision? What was the outcome?

Start a practice interview... NEW!

1. Can you tell us about your background and what led you to apply for the role of Emergency Medical Advisor?

2. What experiences have you had in high-pressure situations, and how did you manage your stress during those times?

3. Can you provide an example of a time when you had to handle a difficult or emotional situation? How did you approach it?

4. How would you rate your communication skills? Can you share an example of how you effectively communicated in a challenging situation?

5. Quick thinking is crucial in this role. Can you describe a time when you had to make a swift decision? What was the outcome?

Start a practice interview... NEW!

More about the NHS

The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values. Learn more...

Useful skills for an Emergency Medical Advisor (999 Call Handler) - Medway: Click to view

To work as an Emergency Medical Advisor (EMA) or 999 Call Handler in the UK, several skills and qualifications are typically required. Below are the key skills and attributes essential for this role:

1. Communication Skills: Strong verbal communication abilities are crucial. You must articulate clearly and listen effectively to understand callers' situations.

2. Empathy and Compassion: The ability to show empathy and support to callers in distress is important for providing reassurance during emergencies.

3. Decision-Making Skills: Good judgment and quick decision-making are essential, as EMAs need to assess situations rapidly and determine the appropriate response.

4. Problem-Solving Skills: You should be able to think critically and solve problems efficiently, often under pressure.

5. Ability to Work Under Pressure: The role often involves dealing with high-stress situations, so you should be able to maintain composure and focus in a fast-paced environment.

6. Attention to Detail: Accurately gathering information from callers and inputting it into systems requires strong attention to detail.

7. Technical Skills: Proficiency in using computer systems and telecommunications equipment is necessary for recording details and managing call information.

8. Knowledge of Emergency Procedures: Familiarity with emergency medical protocols and response procedures is vital, including an understanding of triaging.

9. Teamwork: Working closely with colleagues, other emergency services, and medical personnel requires a cooperative and collaborative approach.

10. Adaptability: You must be flexible and able to adjust to changing circumstances or new information quickly.

11. Resilience: The ability to handle emotional and sometimes traumatic situations can be challenging, so resilience is important for long-term success in the role.

Qualifications and Training

While specific qualifications may vary by employer, having relevant background knowledge or training in areas such as:

- First Aid or EMT Training: Basic medical and first aid training can be beneficial.

- Customer Service Experience: Previous experience in customer service roles can help develop important communication and interpersonal skills.

- Specific EMA Training: Many organizations provide training for prospective EMAs, covering protocols, systems, and procedures.

Personal Attributes

- A high level of patience and tolerance.

- A strong desire to help others.

- A calm demeanor in stressful situations.