999 Emergency Call Handler

Job Introduction

National Role Outline

Our Emergency Call Handlers are our first point of contact, answering emergency and urgent care calls for people calling our 999-service.  Call Handlers are fully trained, using our most advanced computerised technology, to quickly identify needs and escalate calls, to ensure the appropriate care, services or advice is provided. 

A fully accredited training programme will provide you with the skills to use the computer triage system to respond to emergency calls as well as gaining an understanding of basic anatomy and physiology and recognition of life-threatening conditions.

In this role, good communication skills are vital. Our callers may often be traumatised, confused frightened and anxious so your skills in responding with empathy is important and in providing the basic clinical advice and the reassurance they need.

There may be occasions when our Call Handlers need to provide emergency advice, such as CPR, managing shock or dealing with a haemorrhage.  However, you will always be guided by our standard operating procedures and supervision and advice is on hand to support you.

£1700 incentive payment per annum for the next 2 years.

The Ideal Candidate

Are you able to:

• Demonstrate advanced key board skills while taking calls to log call information accurately and at speed, use multiple screens and work using a headset?
• Act in a resilient way, remaining calm and finding solutions to circumstances and events.
• Deal compassionately with distressed callers or from verbal aggression and de-escalate situations to ensure correct and relevant information is obtained.
• Provide confirmation of holding a GCSE level 3/NVQ3 or equivalent, in English and Math.

Our call centres operate 24 hours every day of the year, so full time, part time and flexible shift options are all available.