Ambulance Call Centre

**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 of the rates are depending on skill and experience

**Working Days and Hours**:Monday to Sunday, 12 hour shifts on a rota basis
- **Job Summary**_

Answer operational calls that come in. Utilise the chosen clinical triage software system in order to prioritise calls as soon as possible. Enter information into the Computer Aided Dispatch (CAD) system accurately and promptly. Provide pre-arrival adviceto callers where appropriate.
- **Duties**_
- _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._
- _To 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, emergency callsmay be answered automatically for the user)_
- _Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software._
- _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._
- _Ensure ICT systems are used appropriately, and report systems failures to the Call Handler Team Leader/Duty EOC Officer. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures,to support the EOC in maintaining business continuity._
- _To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate._
- _To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy._
- _To take charge of an incoming call, managing patients, relatives, and the public in a calm professional manner and always treating them with dignity and respect._
- _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._
- _To provide the caller with post-dispatch and pre-arrival instructions, utilising and complying with, clinical triage protocols. This will include going through appropriate procedures and prompt cards to give lifesaving instructions relating to CPR,maternity, airway management, unconscious patient, fitting, diabetic information, advising patients to use appropriate medication as instructed by their doctor, and making the scene safe for operational staff._
- _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_
- _Evidence of self-development_
- _Commitment and loyalty to Trust_
- _High standards of personal professionalism_
- _Determination to meet targets_
- _Ability to judge priorities when dealing with emergency situations_