Job summary
New Year, New career? - Why not become a NWAS Call Handler.
Be the person at the end of the phone when a member of the public calls 999 with a medical or traumatic emergency. youwill gather as much information as possible, assess the situation, and provide clear, correct advice that could potentially save a life, whilst remaining calm under extreme pressure.
This role presents, requires you to have physical, mental and emotional resilience. You will be required to accept the reality of the emergency situations you will be dealing with whilst having the emotional strength to sustain yourself working in this role, meeting challenging circumstances and have the ability to work in a fast-paced environment. You will be required to adapt to change quickly in the face of adversity, trauma and tragedy.
You need to be aware of the stresses of the job and what impact they may have on you as an individual and consider these points carefully before applying for this role.
Successful candidates will deliver correct care advice and guidance to callers, they are responsible for making sure the scene is safe for our callers and responding crews. Alongside these types of calls the successful candidate will also process calls from other emergency services, urgent and routine calls. They will operate state of the art telephony, computer aided dispatch and prioritisation systems simultaneously.
Full on the job training will be given to the successful candidate
Main duties of the job
We are looking for individuals who have a passion for providing excellent customer service. You will also have a flair for telephone communication and working in a fast paced environment.
This is a highly pressurised environment where you would be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious, or hysterical.You would need to be confident in dealing with a range of people in varying situations.
Some of the calls we have received over the last 12 months include:
- Breathing difficulties and chest pain
- Stabbing
- Burnt hand on a hair straightener
- Cotton bud stuck in an ear
- Baby in cardiac arrest
- Someone suffering from a mental health crisis
- Suicidal and suicidal attempts
- Broken leg with excessive bleeding
- Elderly person had a fall
We are looking for individuals that have strong, clear communication skills that flourish in a fast paced environment. Applications are welcomed from individuals that can give empathy and support to members of the public calling in who are faced with extremely stressful situations.
Could you deal with all the above?
Do you have the qualities needed to fulfil these duties to the full potential needed for the role?
Would you be comfortable explaining who was a priority to a patient with no need for an emergency ambulance response and that they need to be directed elsewhere?
Will you be able to hear what sounds like abuse and recognise the best way to help someone in need?
If yes, then apply now!
About us
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Job description
Job responsibilities
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible
This is a 24/7 service, including bank holidays, public holidays, weekends and nights.Due to the nature of the hours only applicants over the age of 18 can apply for this role.
Interviews - Interviews will take place weekend of 16th December 2023.
You may be required to attend either or Liverpool or Manchester site.
Training requirements-Successful applicants will be required toundertake 6 weeks classroom-based training, working Monday to Friday which is full time hours 0800-1600.Following the trainingcourse, you will be required to undertake a4 weekperiod of full timementoringfollowing a 24/7 rota.No annual leave is allowed during this 10-week period.
Course is due to commence as of February / March 2024-If successful at interview course date will be discussed and is subject to employment checks status nearer the time.
*It is a pre-requisite that candidates must successfully complete the training program, including all examinations.
You must be able to evidence you are educated to GCSE standard or equivalent (Level 2) and relevant experience of working within a healthcare environment. You will need experience of data input (Office 365) and a high standard of keyboard/typing skills. Experience of working in a call centre or customer service environment is desirable.
We have multiple adverts - please only apply to the location you wish to work from. Candidates will only be invited to one interview / Assessment Assessments will consist of a typing and a listening test. These will need to be passed to progress to interview.
We are currently recruiting to full time positions. These will be working as a reserve (Rota given 4 weeks in advance) and shifts will be allocated across 24 hours per day, 7 days per week.
It is recommended that you read the attached recruitment booklet explaining the training and recruitment process which will also contain a sample shift pattern. Ensure that you use the supporting documents to help you complete the application form.
This vacancy may close early due to receiving high number of applications.
** If you are successful at obtaining a place on one of our courses, due to operational needs, you may be required to travel to a different site across the trust for your training course **
If you have been success
For further details / informal visits contact:
Richard Jenkins on: 07812 304812
Job description
Job responsibilities
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible
This is a 24/7 service, including bank holidays, public holidays, weekends and nights.Due to the nature of the hours only applicants over the age of 18 can apply for this role.
Interviews - Interviews will take place weekend of 16th December 2023.
You may be required to attend either or Liverpool or Manchester site.
Training requirements-Successful applicants will be required toundertake 6 weeks classroom-based training, working Monday to Friday which is full time hours 0800-1600.Following the trainingcourse, you will be required to undertake a4 weekperiod of full timementoringfollowing a 24/7 rota.No annual leave is allowed during this 10-week period.
Course is due to commence as of February / March 2024-If successful at interview course date will be discussed and is subject to employment checks status nearer the time.
*It is a pre-requisite that candidates must successfully complete the training program, including all examinations.
You must be able to evidence you are educated to GCSE standard or equivalent (Level 2) and relevant experience of working within a healthcare environment. You will need experience of data input (Office 365) and a high standard of keyboard/typing skills. Experience of working in a call centre or customer service environment is desirable.
We have multiple adverts - please only apply to the location you wish to work from. Candidates will only be invited to one interview / Assessment Assessments will consist of a typing and a listening test. These will need to be passed to progress to interview.
We are currently recruiting to full time positions. These will be working as a reserve (Rota given 4 weeks in advance) and shifts will be allocated across 24 hours per day, 7 days per week.
It is recommended that you read the attached recruitment booklet explaining the training and recruitment process which will also contain a sample shift pattern. Ensure that you use the supporting documents to help you complete the application form.
This vacancy may close early due to receiving high number of applications.
** If you are successful at obtaining a place on one of our courses, due to operational needs, you may be required to travel to a different site across the trust for your training course **
If you have been success
For further details / informal visits contact:
Richard Jenkins on: 07812 304812
Person Specification
Skills and Abilities
Essential
- Excellent keyboard and computer skills - minimum speed of 30 words per minute - applicants will be tested
- Professional telephone manner - demonstrated in application, interview and reference
- Excellent listening skills - applicants will be tested
- Basic literacy skills - applicants will be tested
Qualifications/ Attainments
Essential
- Educated to GCSE standard or above, or equivalent vocational qualification (Certificates will need to be presented at Interview)
- Basic Life Support certificate (* full training provided)
Desirable
- NVQ Level 3 Call Handling
Knowledge/ Experience
Essential
- Experience of using computers - demonstrated in application & tested
Desirable
- Experience of working in a call centre or customer focused environment -demonstrated in application
Personal
Essential
- Ability to work effectively in a pressurised environment - demonstrated in application, interview and reference
- Ability to follow protocols - demonstrated in application, interview and reference
- Excellent communication skills - demonstrated in application, interview and reference
- Maintain confidentiality - demonstrated in application, interview and reference
General
Essential
- Flexible approach to work due to the unsocial hours that the post requires - demonstrated at interview
- Ability to undertake responsibility for own personal development
Person Specification
Skills and Abilities
Essential
- Excellent keyboard and computer skills - minimum speed of 30 words per minute - applicants will be tested
- Professional telephone manner - demonstrated in application, interview and reference
- Excellent listening skills - applicants will be tested
- Basic literacy skills - applicants will be tested
Qualifications/ Attainments
Essential
- Educated to GCSE standard or above, or equivalent vocational qualification (Certificates will need to be presented at Interview)
- Basic Life Support certificate (* full training provided)
Desirable
- NVQ Level 3 Call Handling
Knowledge/ Experience
Essential
- Experience of using computers - demonstrated in application & tested
Desirable
- Experience of working in a call centre or customer focused environment -demonstrated in application
Personal
Essential
- Ability to work effectively in a pressurised environment - demonstrated in application, interview and reference
- Ability to follow protocols - demonstrated in application, interview and reference
- Excellent communication skills - demonstrated in application, interview and reference
- Maintain confidentiality - demonstrated in application, interview and reference
General
Essential
- Flexible approach to work due to the unsocial hours that the post requires - demonstrated at interview
- Ability to undertake responsibility for own personal development
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).
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