Crisis Call Handler
4 days ago
**NHS Call Handler**
**Job Type**: Temporary
**Sector**: Healthcare
**Duration**: Temporary on going with no end date specified
**Location**: Bedford
**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 then 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**
- 1st week 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.
- 2nd week 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.
- 3rd week 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 4 & 5- 2 weeks of office hours based back at the control room.
- Week 6- begin Mentoring for 12 shifts
- After 12 shifts... Assessment and independent working.
**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 5 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, emergencycalls 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 oneof the Trusts other two EOCs or to relocate to one of them on a temporary basis._
- _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 reachthem in a timely manner for their condition, whilst also indicating the right type of resource that should be allocated._
- _To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy._
- _Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations._
- _Ensure polite, efficient, and appropriate communications always exist with their clients, e.g., patients, relatives, purchasers, medical and other NHS emergency service personnel._
- _Deal with highly emotional, verbally aggressive, abusive, or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances._
- _To communicate efficiently and effectively with patients, relatives, and the public where there are barriers to communication such as language or noise, using persuasive skills where appropriate_
- _Dealing with distressed patients and relatives, including traumatic situations such as death._
- **Education, Skills and Qualifications**_
- _4 GCSEs at grade C or above (or an equivalent qualification) including English_
- _RSA Level 3, (or equivalent keyboard skill)_
- _Keyboard skills_
- _Commitment and loyalty to Trust_
- _High standards of personal professionalism_
- _Determination to meet targets_
- _Ability to judge priorities when dealing with emergency situations_
- _Excellent listening skills_
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