Job summary
The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to join the Clinical Contact Centre Team as a 999 Call Handler currently based within the Clinical Contact Center at Llanfairfechan, but relocating to St Asaph in the near future.
Main duties of the job
You will be expected to receive and manage calls for the Emergency Medical Service including 999 call handling.
You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.
The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.
Due to the nature of working hours and shift patterns applicants must be aged 18 years or over to comply with 'Young Workers at Work Regulations'.
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 BME 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.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
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
The Clinical Contact Centers are engaged on an exciting modernisation programme and if you feel you have the skills and enthusiasm to join our team and educated to a minimum of 5 grade C GCSEs we would like to hear from you.
The jobholder is required to receive and deal effectively with calls for the Emergency Medical Services, obtaining relevant data from callers in a professional empathetic manner and providing calm reassurance and pre-arrival instructions from protocols where necessary. In addition, the jobholder is required to record details accurately and input information onto the computerised Control and Communications systems, within recognised time-frames and to communicate effectively to convey all relevant information to appropriate parties, including other Control staff, attending crews, hospitals, Health Care Professionals, and other emergency services in accordance with Medical Priority Dispatch Systems (MPDS) and protocols, and Trust policies and procedures. The post holder assists with the implementation of Major Incident Plans, deals with urgent and non-urgent calls as required, and carries out related clerical duties.
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
The Clinical Contact Centers are engaged on an exciting modernisation programme and if you feel you have the skills and enthusiasm to join our team and educated to a minimum of 5 grade C GCSEs we would like to hear from you.
The jobholder is required to receive and deal effectively with calls for the Emergency Medical Services, obtaining relevant data from callers in a professional empathetic manner and providing calm reassurance and pre-arrival instructions from protocols where necessary. In addition, the jobholder is required to record details accurately and input information onto the computerised Control and Communications systems, within recognised time-frames and to communicate effectively to convey all relevant information to appropriate parties, including other Control staff, attending crews, hospitals, Health Care Professionals, and other emergency services in accordance with Medical Priority Dispatch Systems (MPDS) and protocols, and Trust policies and procedures. The post holder assists with the implementation of Major Incident Plans, deals with urgent and non-urgent calls as required, and carries out related clerical duties.
Person Specification
Qualifications
Essential
- Minimum 5 GCSE's (or equivalent)
Desirable
- NVQ Level 3 or equivalent
Experience
Essential
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony Skills
Desirable
- Health service experience
- Experience of working in a Call Centre environment
- Experience of working within a multi-disciplinary / multi-agency team.
Skills
Essential
- Excellent interpersonal skills
- Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
- Able to work independently or as part of a team
- Ability to follow and interpret policies and procedures
- Analytical approach to work
- Ability to work under pressure and remain calm
- Typing / word processing skills
- Flexible approach to work
Knowledge
Essential
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
Personal Qualities
Essential
- Regular shift work, including weekends and public holidays
- Able to commute to work in unsociable hours
Desirable
- Evidence of self-development
- Evidence of assisting others to develop
- Ability to speak Welsh
Person Specification
Qualifications
Essential
- Minimum 5 GCSE's (or equivalent)
Desirable
- NVQ Level 3 or equivalent
Experience
Essential
- Dealing with the public on the phone
- Working as part of a team
- Good Telephony Skills
Desirable
- Health service experience
- Experience of working in a Call Centre environment
- Experience of working within a multi-disciplinary / multi-agency team.
Skills
Essential
- Excellent interpersonal skills
- Ability to communicate in a confident manner with the general public and/or demonstrate evidence of customer service skills
- Able to work independently or as part of a team
- Ability to follow and interpret policies and procedures
- Analytical approach to work
- Ability to work under pressure and remain calm
- Typing / word processing skills
- Flexible approach to work
Knowledge
Essential
- Ability to work within clearly defined limits
- Ability to add value and exercise own initiative
Personal Qualities
Essential
- Regular shift work, including weekends and public holidays
- Able to commute to work in unsociable hours
Desirable
- Evidence of self-development
- Evidence of assisting others to develop
- Ability to speak Welsh
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).
