Job summary
Can you remain calm and assertive in challenging situations? Do you have the right attitude and skills to help us deliver our Mission of Right Care, Right Place, Right Time? You will be answering calls from the public for the NHS 111 Wales service as part of the Welsh Ambulance Service NHS Trust.
NHS 111 Wales is a health advice and information service available 24 hours a day, providing help, advice and information to service users across Wales. Our Clinical Contact Centres are staffed by a multi-disciplinary team of Health Information Advisers, Call Handlers, Dental Nurses and Clinicians. The service acts as a vital link between communities and is an important and integral part of the overall package of health care provided by the Welsh Ambulance Services NHS Trust.
Main duties of the job
The Health Information Team provides a high quality; evidence based consumer health information/signposting service over the telephone, by post and via our web based Online Enquiry Service, helping our service users to make informed choices about their health. We provide a supporting role to our NHS Wales colleagues in delivering health information relating to health campaigns, new initiatives and current health issues.
The post will offer an opportunity to work within a busy and challenging team led environment. This role operates 7 days per week 365 days a year and you will be required to work a range of shifts between the hours of 7.00am & 8.00pm Monday to Friday and between 7.00am & 4.00pm on weekends.
NHS 111 Wales is a bilingual service.
All applications MUST be made online.
All shortlisted applicants will be required to undertake an initial telephone based interview and if successful at that stage, will then be invited to a formal interview.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Person Specification
Qualifications
Essential
- NVQ level 3 Diploma or equivalent qualification and /or equivalent work experience
Desirable
- Higher Education Vocational Training
Experience
Essential
- Demonstrate experience of information retrieval
- Evidence of working as part of a team
- Research skills
- Provision of advice and guidance
Desirable
- Health Service/ Call centre Experience
- Experience of delivering training
- Previous supervisory experience
Aptitude and Abilities
Essential
- Able to use software packages e.g., Microsoft Office, intranet Able to demonstrate sound IT. Typing and word processing skills
- Able to communicate effectively and confidently with members of the pubic using multi-media e.g., telephone or email
- Ability to work under pressure within clearly defined limits.
- Able to demonstrate team working with a collaborative style, demonstrating tact and diplomacy when working with others.
- Able to demonstrate excellent interpersonal skills
Desirable
- Ability to communicate in Welsh (written/verbal). Evidence of critical appraisal skills and research
- Evidence of critical appraisal skills and research.
Trust Values
Essential
- Ability to work to the Trust behaviours
Flexibility
Essential
- Ability to work a range of shifts including weekends and bank holidays between the hours of 7am & 8pm
Person Specification
Qualifications
Essential
- NVQ level 3 Diploma or equivalent qualification and /or equivalent work experience
Desirable
- Higher Education Vocational Training
Experience
Essential
- Demonstrate experience of information retrieval
- Evidence of working as part of a team
- Research skills
- Provision of advice and guidance
Desirable
- Health Service/ Call centre Experience
- Experience of delivering training
- Previous supervisory experience
Aptitude and Abilities
Essential
- Able to use software packages e.g., Microsoft Office, intranet Able to demonstrate sound IT. Typing and word processing skills
- Able to communicate effectively and confidently with members of the pubic using multi-media e.g., telephone or email
- Ability to work under pressure within clearly defined limits.
- Able to demonstrate team working with a collaborative style, demonstrating tact and diplomacy when working with others.
- Able to demonstrate excellent interpersonal skills
Desirable
- Ability to communicate in Welsh (written/verbal). Evidence of critical appraisal skills and research
- Evidence of critical appraisal skills and research.
Trust Values
Essential
- Ability to work to the Trust behaviours
Flexibility
Essential
- Ability to work a range of shifts including weekends and bank holidays between the hours of 7am & 8pm
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
