Nwas Call Handler

2 months ago

Preston, United Kingdom North West Ambulance Service NHS Trust Full time

New Year, New career? - Why not become a NWAS Call Handler.

Be the person at the end of the phone when a member of the public calls 999 with a medical or traumatic emergency. you will gather as much information as possible, assess the situation, and provide clear, correct advice that could potentially save a life, whilst remaining calm under extreme pressure.

This role presents, requires you to have physical, mental and emotional resilience. You will be required to accept the reality of the emergency situations you will be dealing with whilst having the emotional strength to sustain yourself working in this role, meeting challenging circumstances and have the ability to work in a fast-paced environment. You will be required to adapt to change quickly in the face of adversity, trauma and tragedy.

We are looking for individuals who have a passion for providing excellent customer service. You will also have a flair for telephone communication and working in a fast paced environment.

This is a highly pressurised environment where you would be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious, or hysterical. You would need to be confident in dealing with a range of people in varying situations.

Some of the calls we have received over the last 12 months include:

- Breathing difficulties and chest pain
- Stabbing
- Burnt hand on a hair straightener
- Cotton bud stuck in an ear
- Baby in cardiac arrest
- Someone suffering from a mental health crisis
- Suicidal and suicidal attempts
- Broken leg with excessive bleeding
- Elderly person had a fall

We are looking for individuals that have strong, clear communication skills that flourish in a fast paced environment. Applications are welcomed from individuals that can give empathy and support to members of the public calling in who are faced with extremely stressful situations.

Could you deal with all the above?

Do you have the qualities needed to fulfil these duties to the full potential needed for the role?

Would you be comfortable explaining who was a priority to a patient with no need for an emergency ambulance response and that they need to be directed elsewhere?

Will you be able to hear what sounds like abuse and recognise the best way to help someone in need?

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Interviews - Interviews will take place weekend of 16th December 2023.

You may be required to attend either or Liverpool or Manchester site.

Training requirements - Successful applicants will be required to undertake 6 weeks classroom-based training, working Monday to Friday which is full time hours 0800-1600. Following the training course, you will be required to undertake a 4 week period of full time mentoring following a 24/7 rota. No annual leave is allowed during this 10-week period.

You must be able to evidence you are educated to GCSE standard or equivalent (Level 2) and relevant experience of working within a healthcare environment. You will need experience of data input (Office 365) and a high standard of keyboard/typing skills. Experience of working in a call centre or customer service environment is desirable.

We are currently recruiting to full time positions. These will be working as a reserve (Rota given 4 weeks in advance) and shifts will be allocated across 24 hours per day, 7 days per week.

**If you are successful at obtaining a place on one of our courses, due to operational needs, you may be required to travel to a different site across the trust for your training course**

If you have been success

**For further details / informal visits contact**:
**Richard Jenkins on**: 07812 304812

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