Nhs 111 Call Handler

3 weeks ago

Gillingham, United Kingdom South East Coast Ambulance Service NHS Foundation Trust Full time

*South East Coast Ambulance Service NHS Foundation Trust (SECAmb)*

*NHS - 111 Call Handler*

*Location*: South East Coast Ambulance Service, Make Ready and EOC 999 / 111, Bredgar Road, Gillingham, Kent, ME8 6P

*What we can offer you:*
- *Competitive base salary of £21,730 - £23,177 with the earning potential of up to £28,000 per annum *- _Unsocial hours enhancements - For all hours that you work between 8pm and 6am Monday - Friday and all-day Saturday you will earn a shift bonus which means you will earn approximately £15.00 per hour. For Sundays and Public Holidays, you will earn approximately £18.60 per hour_
- Generous NHS Pension Scheme
- 35 days’ annual leave inclusive of Bank Holidays (pro rata)
- Free parking
- Access to Blue Light discounts
- Award winning Wellbeing hub
- Staff Networks
- Training and development
- Salary Sacrifice schemes for cars or push bikes
- Free Enhanced DBS check
- Bonus schemes

*The role of an NHS 111 Call Handler (Health Advisor)*

When you ring 111, your call goes through to a call handler based in one of our Emergency Operations/Contact Centres. These staff are trained to use the NHS Pathways system to aid in a variety of situations, from minor illness to life threatening situations.

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.

We are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates and weekends but due to our flexible working, we will work with you to create a rota that gives you a great work/life balance whilst meeting the needs of the trust.

Part time and full-time hours available - 15, 20, 24, 30 and 37.5 hours per week.

*We offer you a Career, not just a job .*

We offer excellent training and career development opportunities for ambitious employees both within the call centres and opportunities to explore different roles within the wider Trust such as Human Resources and Administration and operational front-line roles, leading to a career as a Paramedic or Senior Management.

*What are we looking for in a Call Handler?*
- We want individuals who have the drive and passion to make a difference to people’s lives, but also the personal resilience to work in a high-pressured environment.
- You will be able to work well within a team as well as independently, have fast/accurate typing skills and a good standard of education or equivalent experience.
- This role is suited to people who remain calm under pressure, good at problem-solving and have excellent interpersonal skills, with an empathetic nature.

*Training*

We will provide full paid training in a friendly environment at our NHS 111 Call Centre.
- *6 weeks full-time training (even for part-time applicants)*_

Your training schedule will include (evening course times differ 1600 - Midnight):

- Weeks 1 - 3 - Monday - Friday, 08:00 - 16:00
- Week 4 - Monday and Tuesday 08:00 - 16:00 then Wednesday - Sunday Mentoring, this will be a variable shift pattern whilst you shadow your mentors shifts
- Weeks 5 - 6 - Diamond Pod, variable shift pattern - working without a mentor but with a Team Leader - this is in preparation for you working unsupervised.
- These courses have a ‘must’ attend policy for you obtaining the Pathways licence.
- There will be *pass or fail exam within the first 3 weeks*, these are for Patient Safety.

*Upcoming training dates*

We have availability on the following courses and capacity is 15 per course.

111 Call Handler - Gillingham - Kent - 03/Jul/2023

111 Call Handler - Gillingham (Evening Course) - 03/Jul/2023

111 Call Handler - Gillingham (Evening Course) - 06/Jul/2023

111 Call Handler - Gillingham - Kent - 01/Aug/2023

111 Call Handler - Gillingham (Evening Course) - Kent 01/Aug/2023

*Next Steps - Please Read - Very Important*

The interview is a 2 stage process - the first stage is you will be invited to attend a live Webinar over the Internet, here we will tell you about the role in depth and allow for you to ask any questions.

For those that have never had an NHS interview, they are competency based, you will be asked a series of questions that you will need to provide examples for. i.e. tell me about a time , give me an example of when ., how did you etc.

*Successful Interviews*

If you are successful, Our Compliance Team then start our checks, these are:

- Identity Checks
- Right to Work Checks
- Employment History & Reference Checks
- Work Health Assessment
- Criminal Record Checks - All successful applicants will be required to undertake an Enhanced DBS check for adults and children.

Once they have been completed, we will then advise you to hand in your notice ready for your start date. Courses are allocated in date order.

**Job Types**: Full-time, Part-time, Permanent

**Salary**: £21,730.00-£23,177.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking
Schedule:

- Day shift
- Holidays
- Night shift
- Overtime
- Weekend availability

Application question(s):

- Our Recruitment Team will send you a separate message on Indeed, with instructions to fill in an NHS Application form on a system called TRAC, Please ensure you take your time to fill this in correctly as this is how you will be shortlisted. Will you complete this in a timely manner?
- Due to the nature of the role, commuting via public transport is not always viable? Therefore with this role being located in Gillingham, Kent - Do you have suitable transport arrangements in place for early starts and late finishes?

**Experience**:

- Customer service: 1 year (required)

Work Location: In person

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