111 Health Advisor (Call Handler) - Gillingham inGillingham inGillingham PUBLISHED 22 MAY 2024

Job summary


Ordinary people doing extraordinary things...every day.


Our 111 Health Advisors (Call Handlers) 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.

* Our 111 Call Handlers are all caring and empathetic.

* They all have great communication skills and love talking to people.

* They're all happy and able to work flexibly.

* They all love making a difference to people's lives.

We have opportunities now to join Team SECAmb and be the first person our patients speak to when they call 999 for an emergency or 111 when it's urgent or they just need advice and support.

We will provide full training in a warm, friendly environment in our Medway Make Ready Centre.

Our next available training courses will be starting in May 2024.

Main duties of the job


The role of a SECAmb Call Handler


When you ring 111 or 999, your call goes through to a call handler based in one of our 3 Emergency Operation/Contact 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.

About us


Why Work At South East Coast Ambulance Service NHS Foundation Trust?


We offer:

• Base Salary - Band 3 - £22,816 to £24,336 per annum (full time 37.5hrs per week)
• Hours available - 15, 20, 24, 30 and 37.5 hours per week

Please note that it is a requirement to work 3 out of 4 weekends, even if you are applying for a part time position.
Please give this consideration before making your application.

• Unsocial hours enhancements in accordance to NHS Terms & Conditions Agenda for Change Section 2 (typical FTE salary range £22,816 to £24,336 inclusive of unsocial enhancements for evenings, weekends and bank holidays)
• Generous NHS Pension Scheme
• 35 days' annual leave inclusive of Bank Holidays (pro rata)
• As we are a 24/7 service,this role will involve working a varied shift pattern including earlies, lates and weekends.

Progression Opportunities


We offer excellent training and career development opportunities for ambitious employees both within the Call/Emergency Operations Centres and also within the wider Trust.

Job description

Job responsibilities


Applicant Requirements


Successful applicants will 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. Successful candidates must possess GCSE Maths and English (or equivalent qualifications) at Grade C or above (2Grade 4).

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


Our comprehensive training programme:

• 9 weeks Training (7.5 hours per day unless otherwise stated)
• Is full time, even for part time applicants
• Has a must attend policy, with no annual leave being permitted during this period.
• Can be social or unsocial (details/options provided once successful at application)
• Comprises of classroom and observing and mentoring periods within the working environment.
• Is designed to fully support full transition to call handling independently.

Further Information


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

Our courses are in high demand and we only have limited capacity per course, we do receive large amounts of applications, therefore we cannot offer every application an interview.

Job description
Job responsibilities


Applicant Requirements


Successful applicants will 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. Successful candidates must possess GCSE Maths and English (or equivalent qualifications) at Grade C or above (2Grade 4).

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


Our comprehensive training programme:

• 9 weeks Training (7.5 hours per day unless otherwise stated)
• Is full time, even for part time applicants
• Has a must attend policy, with no annual leave being permitted during this period.
• Can be social or unsocial (details/options provided once successful at application)
• Comprises of classroom and observing and mentoring periods within the working environment.
• Is designed to fully support full transition to call handling independently.

Further Information


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

Our courses are in high demand and we only have limited capacity per course, we do receive large amounts of applications, therefore we cannot offer every application an interview.

Person Specification

Qualifications

Essential

• GCSE or Functional Skills in Maths, English and ICT Skills

Desirable

• NHSP Pathways trained or other medical triage system background

Experience

Essential

• Previous experience working and communicating with the public

Desirable

• Computer experience
• Working within a Team or Stakeholders across a range of settings

Person Specification
Qualifications

Essential

• GCSE or Functional Skills in Maths, English and ICT Skills

Desirable

• NHSP Pathways trained or other medical triage system background

Experience

Essential

• Previous experience working and communicating with the public

Desirable

• Computer experience
• Working within a Team or Stakeholders across a range of settings

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.

Employer details

Employer name

SECamb
Address

Medway Make Ready Centre

Gillingham

ME8 6PL

Employer's website