Call Handler Part Time

7 months ago

Bedford, United Kingdom Ambulance response services LTD Full time

**Overview**

Ambulance Response Services providing a range of Emergency and Non Emergency Services and are looking to expand our Operations Support team.

We are looking for a relief Call Handler/Dispatcher who can work part time, helping cover some of the shifts needed in the control room. The post is looking for someone who can be flexible with working hours

Working in our control room as call handler/ Dispatcher can be a challenging but rewarding job. The role will vary depending on the nature of the day and the work load.

**Role and Responsibilities**

This is a varied role and some level of flexibility in supporting other roles will be expected. General responsibilities include:

- To be familiar with and to adhere to Company policies, protocols and procedures ensuring good practice is always followed.
- Ensure high priority is given to safety and wellbeing of all operational and non-operational staff during the course of their duties. Ensure appropriate action is taken where needed. Any incidents, issues or concerns should be reported promptly to your line manager
- Assisting Ambulance Crews during shifts
- Ensuring paperwork is filed correctly
- Booking jobs onto the computer
- Shift work
- To undertake and participate with any training required for the post holder to fully carry out their duties, including mandatory update and refresher training.
- Maintain confidentiality in relation to personal data held in accordance with Data Protection Act and Company Caldicott Guardianship principles
- During the continuous intense periods of demand, prioritise tasks and undertake numerous tasks simultaneously to ensure effective service delivery
- Manage patients, relatives and the general public in an empathetic, calm and professional manner, treating them with dignity and respect
- To work effectively and co-operatively in the team environment.

To be responsible for the effective dispatching, of our operational resources, ensuring that the day to day service delivery is in accordance with any associated Service Level Agreement (SLA) or Contract.

Main Point of Contact for Operational Staff whilst on duty.

To be a point of contact for patients and health service colleagues, communicating information in a clear and concise method, taking into account the media used.

**Main Duties and Responsibilities**
- To priorities / deploy and dispatch journeys to operational resources to ensure that Patient appointment times are met throughout the course of the shift.
- To utilise any mapping and or two-way data functionality to ensure efficient utilisation of operational resources, minimising delays and downtime.
- To respond to changes within the Patient Transport Service as requested in order to meet the requirements of the Customer and its commissioners.
- Liaise with Mechanical Teams with reference to vehicle breakdown / faults of the vehicles or contact the on call services in the case of vehicle breakdown.
- To answer all telephone lines in a professional and courteous manner as per training received and any associated call scripts as per the agreed Standard Operating Procedures
- To ensure that all crews have logged on and received all planned work.
- To undertake any other responsible duties as required / directed by the Company
- To participate as required in the response to any Major Incident’s as per agreed protocols.
- Maintain and up to date training portfolio to a satisfactory level
- The role will include a rolling Rota of early’s, late’s, weekend’s and nights

**Qualifications and Education Requirements**

**PERSON SPECIFICATION**

**KEY COMPONENTS**

**ESSENTIAL OR DESIRABLE**

**Physical Health and Appearance**

Good health and medically fit **E**

No medical conditions restricting the use of VDU’s **E**

Good attendance record **E**

Of smart appearance **E**

**Qualifications**

Full driving license **D**

First Aid/First Person on scene qualification **D**

**Skills and Knowledge**

Able to use Microsoft Windows and Microsoft Office packages. **E**

Ability to listen to and record information accurately and can recognise the relevance of information, especially in emergency situations, prioritising information appropriately **E**

Ability to read maps **E**

Effective written and verbal communication skills, (including the ability to speak clearly over the radio and telephone). **E**

Accurate data input skills **E**

Effective short-term memory and recall **E**

Prioritise and undertake numerous tasks simultaneously using own initiative. **E**

Remain calm under pressure **D**

**Experience**

Experience of working with Windows based programs, operating telephone, radio and data communications system **D**

Experience of Call Centre environment **E**

**Personal Attributes**

Flexible and approachable. **E**

Forward Thinking **E**

Self-Motivated **E**

Conflict resolution skills **E**

Good time management skills **E**

Determination to meet targets **E**

Ability to judge priorit

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