Call Taker

Apple Recruitment are recruiting for a Call Taker (Band 3) for Non Emergency Ambulance Control on behalf of Northern Ireland Ambulance Service (NIAS) in Derry/Londonderry area.

Main duties and responsibilities

* Responsible for receiving, processing and accurately recording patient’s details for all non-emergency calls onto the ICCS System.

* Operate the CAD System and ICCS System effectively and efficiently to dispatch the most appropriate resource in response to non-emergency requests for transportation as and when required.

* Communicate with Patient Care Service (PCS) crews using radio protocols in accordance with Control procedures.

* Deal with routine enquiries from the general public, GP’s, PCS ambulance crews, medical staff and other professional organisations in relation to the routine transportation of patients, referring non routine enquiries to the Control Officer or Duty Performance Manager as appropriate.

* Assist the Control Officer in liaising with hospital wards, day centres and outpatient clinics to co-ordinate patients’ transportation to maintain efficient use of resources and minimise waiting times.

* Assist the Control Officer in liaising with Doctors Surgeries and hospital staff with regard to changes in appointment times and/or to facilitate the transportation of patients.

* Liaise with the Emergency Ambulance Control (EAC) to arrange transport for patients whose needs are beyond the scope of PCS and transportation that has been booked with the EAC which can be conveyed by PCS.

* Allocate unplanned and non-allocated patients to vehicles appropriately as and when required.

* Assist the Control Officer in passing planned work to PCS crews, ambulance stations and Voluntary Car Service Drivers.

* Undertake duties as directed by the Control Officer in the control and management of ambulance personnel and resources at Major Incidents in line with Major Incident procedures and mobilisation systems.

* To observe careful use of computer equipment in accordance with Health and Safety legislation.

* To provide advice and demonstrate workplace routines to new or less experienced staff.

* Update all Command and Control information systems ensuring all manual and computerised records are completed in accordance with Control Procedures.

* To update the Occurrence Log Book in accordance with Control Procedures.

* To report any faults or problems with the CAD and ICCS Systems in line with Control procedures.

* Test call equipment as and when required.

* To undertake the duties of the Control Officer during meal breaks and other short periods of absence.

If you wish to apply or would like more information, please email your CV in Microsoft word format to Caroline Parker by clicking on the link below by noon on Wednesday 2nd October 2024.

You must also include a bullet pointed synopsis at the top of your CV demonstrating how exactly you meet the Essential Criteria below:

Applicants must, by the closing date:

1a.) Five GCSEs at Grade C or above, including English Language or equivalent educational qualification plus a minimum of one years’ experience working in a call centre environment or similar ie in a patient, client or customer-focused environment

OR

1b.) A minimum of two years’ experience working in a call centre environment or similar ie in a patient, client or customer-focused environment.

2.) A working knowledge and experience of Microsoft Office Suite or equivalent

3.) Ability to work an alternating shift pattern including weekends

4.) Knowledge of medical terminology.

Further Details:

· Hourly Rate: £11.67

· Hours: 37.5 hours

· Duration: Up to 6 months with possibility of extension

If you wish to apply or would like more information, please email your CV in Microsoft word format to Caroline Parker by clicking on the link below by noon on Wednesday 2nd October 2024.

Applicants must ensure their CV is accurate and up to date. The CV should include your full employment history inclusive of dates, all academic achievements and full personal contact details.

Please note only applicants that match this criteria can be considered for the role.

Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer