Ieuc Call Assessor

Job summary West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work.
We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities.
Selection will be on a basis of merit.
The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy.
To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment teamThe Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative.
We welcome applications from Armed Forces Veterans and Service leavers.West Midlands Ambulance Service University NHS Foundation Trust are looking to recruit IEUC Call Assessors to join our Emergency Operations Centre in Brierley Hill who will be the first point of contact for anyone making an urgent or emergency call.
Main duties of the job **Please note, this advert is mainly weekend working only**Applicants must be fully flexible and be able to work full rotational shifts including days, evenings, nights, weekends and bank holidays.Training for this post is completed on a pass or fail basis and applicants must be able to commit to 4 weeks full time training followed by 2 weeks (equating to hours per week) of mentorship which can be completed on contracted part-time hours at the beginning of their employment.
The initial 4 weeks training is usually completed Monday to Friday 0800 - 1600 or 1600 - 0000 hours.Successful applicants will work within a team providinghealth related services to patients supported by a robust clinical assessmenttool.You will be responsible for providing a high quality callhandling response to all calls as laid down in national guidance andorganisational procedures, through a clinically triage computer based systemApplicants must have a minimum of 5 GCSEs at Grade C orabove which must include English.
As part of the recruitment process you willbe required to undertake assessments relevant to the post.Full information can be found in the 'Candidate InformationPack'.
Please ensure you review this information before applying.Stage 1 assessments will take place on Saturday 14th orSunday 15th December 2024 (please note this is subject to change) About us This position involves a regulated activity and therefore will require an Enhanced Disclosure & Barring Service check.
The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or bothWhere a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check.
The cost of £ for an enhanced check is payable to our online provider at the time that the DBS application is submitted.
Upon receipt of your DBS you will then be required to sign up to the DBS online update service.We do endeavour to respond to all candidates on an individual basis.
Therefore we do ask for your co-operation and patience whilst the short listing process takes place.
After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work.
During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.
Job description Job responsibilities Responsiblefor the receipt and processing of urgent & emergency calls from the generalpublic.
Analysing a patients conditionand situation to obtain an appropriate NHS Pathways category and relevantresponse.
Alternatively your call willbe processed where no response is required.Ensurethat the Call Connect response targets are met with accuracy and efficiencyto the highest standards possible.Responsiblefor the receipt and processing urgent & emergency response calls from otheremergency services, medical staff and other professional bodies.
Processing thecalls under appropriate NHS Pathways category and protocols to obtain thecorrect end disposition.
Responsiblefor the receipt, processing and taking necessary action for misdirected callsfrom the operator for other emergency services or for third party callers whorequire an ambulance in another area.
Responsiblefor the receipt and processing specialised emergency calls such as: BirminghamInternational Airport, Air Operations, Prison, bomb incidents, police RVP,chemical incidents and a major incident.Whileprocessing a call responsible to assess a patients condition while they waitfor an appropriate response, giving life saving first aid advice whereappropriate.
Advice given includes butis not limited to: CPR (cardiac pulmonary resuscitation), childbirth,haemorrhage control, airway maintenance, choking, convulsion, burns, flushingchemicals and amputations.
Whileprocessing a call, responsible to identify any scene safety issues and takeappropriate action in cases of entrapments, assaults, chemical incidents,industrial incidents, violent, intoxicated and psychiatric patients.
Toreassure patients who have mental health problems or who are vulnerable.
To update controller and ambulance crews withrelevant changes.
Processingrequests for an emergency ambulance by operating a computerised system and inthe event of computer failure a manual system using operational and Pathways guidelines.Towork at the alternative control room as well as the existing control room inthe event of computer and telephone failure or as required by management.
Responsiblefor the receipt and processing routine urgent removal calls from medicallytrained staff and social workers.
Toarrange ambulance transport using working practices, hospital contracts andprocedure guidelines for hospital admissions, hospital transfers, neonataltransfers, hospice admissions and discharges, final journey discharges, mentalhealth admissions and patient transport services.
To triage doctors admissionsand upgrade life threatening conditions.To refer non-routine requests to the supervisor or Duty Officer.Responsiblefor the receipt and processing general enquiry calls from the general public,ambulance crews, other emergency services, medical staff and other professionalbodies.
To process these calls using setprotocols and working practices.
Thesecalls include: doctor visits; patients death confirmation details; caseenquires; request from police for tapes; liaising between ambulance crews andthe controller; answering press enquiries.Referring non-routine enquires to the Supervisor, Press Officer, LogisticsManager and Duty Officer.Responsiblefor making outbound calls to other professional and the general public adheringto working practices and protocols.These include: re-contacting callers to check on a patients address andcondition; contacting relatives with sensitive information; querying otherprofessionals; alerting hospitals; arranging breakdown recovery for ambulances;out of hours mortuary; information from poison control; midwifes for homebirth; reporting incidents to other emergency services; contacting telephoneservice providers; and paging medics.Attendany training courses, which are required for the job.
To undertake ongoing training and developmentto supervisor, responder desk and divisional controller.
To keep up to date with changing proceduresand protocols.Ifnecessary appear in court and give evidence about a taken telephone call.Topass information to the Locality/Trust PR Officers in accordance with the SOPsas agreed with managers.Demonstratingown duties to visitors.
Represent theWest Midlands Ambulance service in mock exercises and demonstrations.Participatein trials relating to the job when necessary.Adheresto Data Protection Act, Caldicott Guidelines, Health and Safety, QualityManagement Systems and West Midlands Ambulance Service NHS code of conduct andgeneral procedures.Identifiesand reports IT related problems on computer software and workstations.
Perform any other reasonable duties, of either ahigher or lower rank, as may be assigned from time to time by your Line Manager Person Specification Experience Essential Customer service experience Ability to work in a pressurised environment Qualifications Essential Minimum of 5 GCSEs at Grade C or above including English (or equivalent) Must be willing to commit to 4 weeks full time training plus 2 weeks of full time mentoring Skills and Knowledge Essential Excellent communication skills with the ability to adapt and communicate effectively with callers who may be abusive, elderly, children, severely distressed, have language difficulties, etc Ability to work a range of shifts including days, lates, evenings, weekends, bank holidays