Nhs Call Handler

3 weeks ago

Norwich, United Kingdom Your World Healthcare Full time

Your World Healthcare is currently recruiting a NHS Call Handler based in Norwich on a temporary basis.

**NHS Call Handler**

**Job Type**: Temporary

**Sector**: Healthcare

**Duration**: Temporary on going with no end date specified

**Location**: Norwich

**Travel**:No

**Remote Working**: No

**Band**: 3

**Pay Rates**:
Pay rate

Weekdays 06.00 to 20.00

£10.69 paye inc of holiday pay

Nights 20.00 to 06.00 and Saturdays

£14.32 paye inc of holiday pay

Sundays and Bank Holidays

£18.12 paye inc of holiday pay

All the rates are depending on skill and experience

**Working Days and Hours**:Monday to Sunday, 12 hour shifts on a rota basis

**What the client is looking for**:

- A committed individual, who can deal with high pressure environments.
- Looking for a challenge and room for progression.
- Willing to do nights and weekends as well as weekdays.

**Rota**
- They will receive their rota 4/6 weeks in advance and will be placed on a team within a shift pattern. Shifts can be Monday to Sunday and a mixture of Days and Nights, all shifts are mostly **2 days than 2 nights and then 4 off**:

- Shift patterns will be 12-hour shifts, typically 2am - 2pm, 3am - 3pm, 4am - 4pm, 6am - 6pm, 7am - 7pm

**Training Course**

**EDM- 4 Week Course**
- **Week 1** classroom training written and verbal assessment at the end of the week to ensure knowledge has been successfully absorbed. Failure to pass will result in retaking the training week though this is rare, and the training provided is excellent.
- **Week 2** MPDS (Medical Priority Dispatch System) training
- you would likely be required to stay in a hotel (provided by the trust) for 3 nights (Tuesday, Wednesday, and Thursday).
- **Weeks 3** - 1 weeks of office hours based back at the control room.
- **Week 4** - begin Mentoring for 12 shifts
- After 12 shifts... Assessment and independent working.

**ECH- 2 Week Course**
- **Week 1** classroom training
- Written and verbal assessment at the end of the week to ensure knowledge has been successfully absorbed. Failure to pass will result in retaking the training week though this is rare, and the training provided is excellent.
- **Week 2** Sent to the control room none - urgent calls from doctors, nurses, and hospital staff regarding transport etc, you would not be required to take calls from the public at this point.

**Additional Information**
- Training will be paid at the standard rate as this will be weekdays, 0800-1600/0800-1700, except for the MPDS week where the length of days is slightly longer from Mon-Thurs, but shorter on the Friday. it will still be standard rate though.
- **No leaving early, no days off, and must be fully committed to the booking for the full weeks**

**_Job Summary_**

Answer operational calls that come in.

Utilise the chosen clinical triage software system to prioritise calls as soon as possible. Enter information into the Computer Aided Dispatch (CAD) system accurately and promptly.

Provide pre-arrival advice to callers where appropriate.

**_Duties_**
- _To deal and respond to all incoming telephone calls to the EOC, giving emergency calls priority over non-emergency calls; placing lower priority callers on hold when required, to achieve this. (Where ACD (Automatic Call Distribution) is active, emergency calls may be answered automatically for the user)_
- _Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Where business continuity requires it, there may be a need to handle calls for one of the Trusts other two EOCs or to relocate to one of them on a temporary basis._
- _Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software._
- _Receive and record telephone calls from a range of personnel including hospital staff, other Health Service professionals and other Emergency Services._
- _Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority. This is the means of ensuring that patients receive a response intended to reach them in a timely manner for their condition, whilst also indicating the right type of resource that should be allocated._
- _Ensure ICT systems are used appropriately, and report systems failures to the Call Handler Team Leader/Duty EOC Officer. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the EOC in maintaining business continuity._
- _To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate._
- _To produce, maintain and collate appropriate control records, complying with administrative

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